Analysis of Effective Communication Between Interview Officers and Passport Applicants
Abstract
This study aimed to examine effective communication and the obstacles to building effective communication between interview officers and passport applicants at the Makassar Class I Special Immigration Office. It used a qualitative approach and involved 10 informants, consisting of 6 passport applicants and 4 photo and interview officers. Data were collected through interviews and analyzed using data reduction, data display, triangulation, and conclusion drawing and verification. The findings show that effective communication during the passport interview process was reflected in several practices. Officers delivered questions clearly, in detail, coherently, and in a friendly manner. They were also highly informative and applied the 5S principles, namely smile, greet, say hello, polite, and courteous. In addition, officers explained the legal basis and passport processing procedures according to standard operating procedures, while also educating applicants about passport storage and its functions. Effective communication was further seen in the provision of clear explanations regarding the basis of interview questions and in the officers’ ability to build understanding, influence emotions positively, and encourage good attitudes through clear, simple, and friendly language. The study also found several obstacles to effective communication, including applicants who were not accustomed to speaking Indonesian, differences in regional languages, limited public knowledge about immigration, the use of formal and unfamiliar immigration terms, insufficient information about passport requirements, differences in applicant backgrounds, and limited understanding of the passport application process.
References
Alam, A., & Mohanty, A. (2022, December). Facial analytics or virtual avatars: competencies and design considerations for student-teacher interaction in AI-powered online education for effective classroom engagement. In International Conference on Communication, Networks and Computing (pp. 252-265). Cham: Springer Nature Switzerland. https://doi.org/10.1007/978-3-031-43145-6_21
Alzboun, N., Alshurideh, M. T., Al Kurdi, B., Al-Sulaiti, K., Alrawabdeh, W. A., Al-shamaileh, M. O. F., ... & Alzoubi, H. M. (2024, June). Maximizing Engagement in Hospitality: Analyzing Visitor Awareness and Experience in Dubai. In International Scientific Conference Management and Engineering (pp. 93-101). Cham: Springer Nature Switzerland. https://doi.org/10.1007/978-3-031-89889-1_11
Annisa, T. N., Baharun, H., & Sukriyah, T. M. (2025). Transformation of Madrasahs in the Era of Globalization: Innovative Community Engagement Strategies to Enhance Competitiveness and Relevance. JIM: Jurnal Ilmu Multidisiplin, 1(1), 108-122.
Atmaja, D. S., Fachrurazi, F., Abdullah, A., Fauziah, F., Zaroni, A. N., & Yusuf, M. (2022). Actualization of performance management models for the development of human resources quality, economic potential, and financial governance policy in Indonesia Ministry of Education.
Ausat, A. M. A. (2023). The role of social media in shaping public opinion and its influence on economic decisions. Technology and Society Perspectives (TACIT), 1(1), 35-44. https://doi.org/10.61100/tacit.v1i1.37
Balarezo, J. D., Foss, N. J., & Nielsen, B. B. (2024). Organizational learning: Understanding cognitive barriers and what organizations can do about them. Management Learning, 55(5), 741-768. https://doi.org/10.1177/13505076231210635
Chen, T., Ab Jamil, N., Liang, W., Bao, Y., & Ma, H. (2025). Mapping and prioritizing barriers to sustainable green supply chain management: An integrated fuzzy MADM approach in manufacturing enterprises. Journal of applied research on industrial engineering, 12(3), 388-413.
Darmawan, D. (2023). The dynamics of student social interaction with teachers and peers: Its influence on academic achievement at MA Miftahut Thullab Sampang. Kabillah, 8(2), 161-170. https://doi.org/10.35127/kabillah.v8i2.305
Hadiyanto, A., Putri, K. Y. S., & Fazli, L. (2025). Religious moderation in Instagram: An Islamic interpretation perspective. Heliyon, 11(4).
Hajiali, I., Kessi, A. M. F., Budiandriani, B., Prihatin, E., & Sufri, M. M. (2022). Determination of work motivation, leadership style, employee competence on job satisfaction and employee performance. Golden Ratio of Human Resource Management, 2(1), 57-69. https://doi.org/10.52970/grhrm.v2i1.160
Iskamto, D. (2022). Analysis of the impact of competence on performance: An investigative in educational institutions. Asean International Journal of Business, 1(1), 68-76. https://doi.org/10.54099/aijb.v1i1.74
Koch, T., & Denner, N. (2022). Informal communication in organizations: work time wasted at the water-cooler or crucial exchange among co-workers?. Corporate Communications: An International Journal, 27(3), 494-508. https://doi.org/10.1108/CCIJ-08-2021-0087
Lamri, J., & Lubart, T. (2023). Reconciling hard skills and soft skills in a common framework: The generic skills component approach. Journal of Intelligence, 11(6), 107. https://doi.org/10.3390/jintelligence11060107
Lewar, E. S. B., Latifah, A., & Atoillah, T. F. (2023). Effective communication in social life. Journal of Community Engagement in Health, 6(1), 79-82. https://doi.org/10.30994/jceh.v6i1.386
Lin, Y. (2022). Social media for collaborative planning: A typology of support functions and challenges. Cities, 125, 103641. https://doi.org/10.1016/j.cities.2022.103641
Lubis, A. H. (2024). Improving Elementary School Students' Reading Skills Using Picture Word Cards: How is This Possible?. Journal of Indonesian Primary School, 1(2), 9-18. https://doi.org/10.62945/jips.v1i2.95
Lubis, L. H., Febriani, B., Yana, R. F., Azhar, A., & Darajat, M. (2023). The use of learning media and its effect on improving the quality of student learning outcomes. International Journal Of Education, Social Studies, And Management (IJESSM), 3(2), 7-14. https://doi.org/10.52121/ijessm.v3i2.148
Marge, M., Espy-Wilson, C., Ward, N. G., Alwan, A., Artzi, Y., Bansal, M., ... & Yu, Z. (2022). Spoken language interaction with robots: Recommendations for future research. Computer Speech & Language, 71, 101255. https://doi.org/10.1016/j.csl.2021.101255
Meylani, A. (2024). The role of Indonesian as a communication tool in learning. Journal of Education, Linguistics, Literature, and Art, 2(2), 58-64. https://doi.org/10.62568/ella.v2i2.128
Muthmainnah, Ibna Seraj, P. M., & Oteir, I. (2022). Playing with AI to investigate human‐computer interaction technology and improving critical thinking skills to pursue 21st century age. Education Research International, 2022(1), 6468995. https://doi.org/10.1155/2022/6468995
Nasution, D., & Kieser, A. (2024). Communication Barriers in Human Resource Management and Education Quality in Mandailing Natal. Feedback International Journal of Communication, 1(3), 178-191. https://doi.org/10.62569/fijc.v1i3.69
Nurbaeti, S. (2022). Significance of the influence of leadership model, morale, and satisfaction on performance consistency. PRODUKTIF: Jurnal Kepegawaian dan Organisasi, 1(1), 10-18. https://doi.org/10.37481/jko.v1i1.8
Nurul Hidayah. (2012). Mengatasi kendala komunikasi dalam organisasi.
Obermayer, N., Kővári, E., Leinonen, J., Bak, G., & Valeri, M. (2022). How social media practices shape family business performance: the wine industry case study. European Management Journal, 40(3), 360-371. https://doi.org/10.1016/j.emj.2021.08.003
Ohara, M. R. (2023). The role of social media in educational communication management. Journal of Contemporary Administration and Management (ADMAN), 1(2), 70-76. https://doi.org/10.61100/adman.v1i2.25
Oktafiany, A., Zainal, V. R., & Hakim, A. (2023). MC Kinsey 7S Frame Work Approach Method to the Effectiveness of Organizational Performance in the Directorate of Preschool Teachers and Community Education Ministry of Education, Culture, Research and Technology. Journal of Economics and Business UBS, 12(6), 3463-3476. https://doi.org/10.52644/joeb.v2i6.686
Rachmad, Y. E., Abubakar, F., Arief, I., Hartati, S., & Kristanti, D. (2023). The influence of organizational culture, educational background and compensation on employee performance at national sharia bank. JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi), 9(2), 327-332.
Rivaldo, Y., & Nabella, S. D. (2023). Employee performance: Education, training, experience and work discipline. Calitatea, 24(193), 182-188.
Siregar, R. S. (2025). Principles of Subject-Based Arabic Curriculum Development: Language Skills Integration and Contextual Relevance. DEEP LEARNING: Journal of Educational Research, 1(2), 56-67. https://doi.org/10.62945/deeplearning.v1i2.229
Sivakumar, A., Jayasingh, S., & Shaik, S. (2023). Social media influence on students’ knowledge sharing and learning: An empirical study. Education Sciences, 13(7), 745. https://doi.org/10.3390/educsci13070745
Subagja, A. D., Ausat, A. M. A., Sari, A. R., Wanof, M. I., & Suherlan, S. (2023). Improving customer service quality in MSMEs through the use of ChatGPT. Jurnal Minfo Polgan, 12(1), 380-386. https://doi.org/10.33395/jmp.v12i1.12407
Sulaiman, A. (2025). Empowerment Communication Strategy in Penting Sari Tourism Village for Achieving Sustainable Development Goals (SDGs) (Doctoral dissertation, Universitas Islam Indonesia).
Susanto, P. C., Syailendra, S., & Suryawan, R. F. (2023). Determination of motivation and performance: Analysis of job satisfaction, employee engagement and leadership. International Journal of Business and Applied Economics, 2(2), 59-68. https://10.0.218.119/ijbae.v2i2.2135
Susilowati, E., Zainal, V. R., & Hakim, A. (2023). Analysis of the Effectiveness of Education and Training For Employees in Improving Performance in the Directorate General of Teachers and Educational Personnel of the Ministry of Education, Culture, Research and Technology. Journal of Economics and Business UBS, 12(5), 3348-3357.
Sutaguna, I. N. T., Yusuf, M., Ardianto, R., & Wartono, P. (2023). The effect of competence, work experience, work environment, and work discipline on employee performance. Asian Journal of Management, Entrepreneurship and Social Science, 3(01), 367-381.
Taufiq. (2020). Komunikasi aparatur desa terhadap pelayanan publik di Desa se-Kecamatan Tellulimpoe Kabupaten Sinjai (Master’s thesis, Universitas Bosowa).
Tiana, I. T., Romdoniyah, F. F., Muqti, M. H. I., & Nurmaliyani, A. (2025, November). The role of Islamic education in advancing social transformation through character strengthening and community empowerment. In PROCEEDING OF INTERNATIONAL CONFERENCE ON EDUCATION, SOCIETY AND HUMANITY (Vol. 3, No. 1, pp. 994-1005).
Vuong, T. D. N., & Nguyen, L. T. (2022). The key strategies for measuring employee performance in companies: a systematic review. Sustainability, 14(21), 14017. https://doi.org/10.3390/su142114017
Xie, Z., Chiu, D. K., & Ho, K. K. (2024). The role of social media as aids for accounting education and knowledge sharing: learning effectiveness and knowledge management perspectives in mainland China. Journal of the Knowledge Economy, 15(1), 2628-2655. https://doi.org/10.1007/s13132-023-01262-4
Zuleha, A., Sawitri, N. N., & Hendayana, Y. (2024). The Influence of Organizational Culture, Information Technology, Work Environment and Compensation on Employee Performance Which is Moderate by Work Motivation at PT XYZ. Dinasti International Journal of Management Science (DIJMS), 5(3).
Copyright (c) 2026 Journal La Sociale
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
