SOCIAL MEDIA AS AN ONLINE CONSULTATION SERVICE (STUDY BAGIKATA ACCOUNTS ON SOCIAL MEDIA LINE)

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Ratna Nurlaila

Abstract

Penelitian ini mengkaji akun BagiKata di media sosial Line yang merupakan layanan konsultasi daring guna mengetahui lebih dalam faktor-faktor yang muncul saat user BagiKata berkonsultasi daring dan bagaimana user berkonsultasi, berterus terang dan mengelola masalah privasinya kepada handler BagiKata di media sosial Line dengan pendekatan teori Communication Privacy Management (CPM). Penelitian ini menggunakan metode penelitian netnografi guna mempelajari komunitas daring pada akun BagiKata di media sosial Line. Penemuan unik dalam penelitian ini adalah bahwa konsultasi daring merupakan hal yang membantu sebagai pertolongan awal (sebelum bertemu pakar) saat user BagiKata merasa terbebani dan perlu berkonsultasi guna melegakan ranah psikis mereka, sebab sifatnya yang relevan dengan Internet of Things (IoT) berupa anonim, nyaman (untuk berterus terang dan berekspresi), cepat, dan berbiaya murah ataupun gratis, memungkinkan pengguna untuk nyaman berterus terang dan mendapatkan layanan di waktu dan tempat yang fleksibel. Temuan lainnya, ada perbedaan antara konsultasi daring dan konsultasi luring di mana berkonsultasi secara langsung dengan pakar lebih holistik sebab menampilkan komunikasi nonverbal seperti      body language, ekspresi, serta intonasi. Dengan adanya konsultasi daring melalui akun BagiKata di media sosial Line, menjadikan posisi pakar dan nonpakar terkadang bias seperti konsep the death of expertise. Penemuan unik lainnya yaitu layanan konsultasi melalui akun Bagikata di media sosial Line dengan menggunakan Bahasa Inggris lebih diharapkan oleh pengguna layanan konsultasi, guna menghindari lebih banyak memori negatif yang tersimpan dalam bahasa ibu.

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Nurlaila, R. (2021). SOCIAL MEDIA AS AN ONLINE CONSULTATION SERVICE. Diakom : Jurnal Media Dan Komunikasi, 4(1), 37-52. https://doi.org/10.17933/diakom.v4i1.90
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