Digital Communication for Participatory Governance: Insights fromWadul Gus’e and Sambat Bunda Citizen Complaint Programs

Alhimni Fahma; Dewi Khuswandini; Muhammad Alif Alaudin

Authors

Alhimni Fahma Universitas Islam Syarifudin Lumajang, Indonesia
Dewi Khuswandini Universitas Islam Syarifuddin Lumajang, Indonesia
Muhammad Alif Alaudin Erasmus University Rotterdam

Keywords:

two-way communication, participatory governance, public complaint channels , locality, transparency

Abstract

The transformation of digital-based public complaint channels reflects a shift in government–citizen communication toward a more participatory, responsive, and transparent model. This study examines two initiatives, Wadul Gus’e (Jember) and Sambat Bunda (Lumajang), through the lens of Grunig’s Two-Way Symmetrical Communication framework, combined with the stages of active listening, negotiation and dialogue, adjustment and policy alignment, and relationship maintenance. Using content analysis of official performance reports and media publications, and grounded in Habermas’s concept of the public sphere alongside Papacharissi’s virtual sphere, the research addresses gaps in prior studies by highlighting local complaint channels that cut through bureaucratic layers while prioritizing locality. Findings indicate that when digital public communication innovations and multi-channel integration are managed in a structured way—while respecting cultural and local contexts—they can accelerate bureaucratic responsiveness, expand citizen participation, and foster reciprocal relationships that are adaptive and oriented toward shared interests.

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