An integrated Assessment System of Citizen Reaction towards Local Government Social Media Accounts

A government should use social media for communicating with its citizen. The engagementindex score is one of the methods for assessing the rate of governmental success in usingsocial media as a tool in establishing interactive relationships with its citizen. In general, theengagement index score is obtained by calculating the number of posts, number of likes andcomments, and so forth on a single social media account. Therefore, we propose an integratedengagement index score for three social media: Facebook, Youtube and Twitter. In this work,we carry out a study for local governments in Indonesia. The engagement index score wasadopted from the previous research. However, we modified the formula to get a betterdistribution score. Our modified formula generates the same ranking sequences with previousresearch. Also, Facebook and Youtubes’ reaction are considered in this work to analyzes thequality of sentiments to a Facebook fan page and Youtube channel of local governments.