Strukturasi Adaptif dalam Penggunaan Media Digital Prosedur Klaim: Studi Kasus Hambatan Komunikasi Instruksional Asuransi Aset Tetap pada Perum Bulog
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Transformasi digital mengubah proses kerja organisasi publik, tetapi keberhasilannya tidak hanya bergantung pada teknologi, melainkan juga pada komunikasi, struktur organisasi, dan kemampuan pengguna beradaptasi. Penelitian ini bertujuan menganalisis pola komunikasi instruksional, hambatan komunikasi, serta bentuk adaptasi aktor dalam penggunaan media digital untuk prosedur klaim asuransi aset tetap di Perum Bulog. Penelitian menggunakan pendekatan kualitatif dengan desain studi kasus tunggal holistik pada Kantor Pusat, kantor wilayah, dan kantor cabang Perum Bulog. Data diperoleh dari tujuh informan yang dipilih secara purposif melalui wawancara mendalam, observasi nonpartisipatif, dan dokumentasi, kemudian dianalisis menggunakan model interaktif Miles, Huberman, dan Saldaña dengan kerangka Adaptive Structuration Theory dan Sensemaking Theory. Hasil penelitian menunjukkan bahwa WhatsApp Group, Google Drive, Zoom, telepon, email, dan sistem internal membentuk komunikasi real-time, multikanal, terdokumentasi, serta berjenjang namun lebih cepat. Implementasinya menghadapi hambatan semantik, teknis, psikologis atau kapasitas sumber daya manusia, dan struktural-organisasional. Pengguna merespons melalui appropriation yang bersifat faithful, adaptif, dan ironic atau unfaithful dengan dukungan sensemaking kolektif. Adaptasi tersebut menginstitusionalisasikan WhatsApp Group sebagai pusat prosedur klaim dan membentuk norma “lapor dahulu, dokumen menyusul.” Disimpulkan bahwa efektivitas digitalisasi membutuhkan instruksi yang jelas, standardisasi alur multikanal, penguatan literasi digital, infrastruktur andal, serta penyederhanaan birokrasi persetujuan secara konsisten di seluruh unit kerja yang terlibat.
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