Social Media Communication and Public Trust in Local Government (A Study of Government Communication in Bandung City)

Abstract

The development of social media has significantly transformed government communication practices in the digital era. Local governments increasingly utilize social media platforms to disseminate information, engage with citizens, and strengthen transparency in governance. Social media allows government institutions to communicate more directly with the public and respond to community concerns more quickly. This study aims to examine the role of social media communication in shaping public trust in local government institutions, with a focus on government communication practices in Bandung City, Indonesia. The study adopts a qualitative case study approach to explore how local government agencies use social media platforms to deliver public information and interact with citizens. Data were collected through semi-structured interviews with government communication officers and community members, as well as document analysis and observation of official government social media accounts. The findings indicate that social media communication has improved the accessibility of government information and increased citizen engagement in local governance. Interactive communication through social media enables citizens to provide feedback and participate in discussions related to public issues. In addition, government responsiveness to citizen inquiries through social media contributes to strengthening public trust in government institutions. However, challenges such as misinformation, digital literacy disparities, and limitations in managing online interactions remain important issues that need to be addressed. The study highlights the importance of effective communication strategies and institutional capacity in maximizing the potential of social media as a tool for strengthening public trust and improving government–citizen relationships.