Brokering Practices Research Articles

Key attributes for effective knowledge brokering at the interface of environmental science and management

AbstractSpanning the boundaries between research and decision-making is critical for supporting environmental management. One way to do so is through knowledge brokers who, among other things, work to build social networks among decision-makers and researchers, facilitating their interaction and exchange of knowledge. While knowledge brokering has received increasing attention in the literature, critical gaps in our knowledge limit their effective recruitment and implementation, which demands for a better understanding of the personal attributes needed for their success. Such an understanding is also necessary to support the evaluation of knowledge brokering activities. Therefore, in this study, we investigate the question ‘what are the most important attributes for being a knowledge broker at the interface of environmental research and management’, and how is knowledge brokering evaluated. We do so through the study of Australia’s National Environmental Science Program (NESP) which employs a range of professional knowledge brokers, 14 of whom participated in this study. Specifically, we performed a quantitative ranking exercise (Q-methodology) and an online survey. Results show that the most important attributes to knowledge brokering were interpersonal social competencies of a unifying nature. As such, Being good at seeing opportunities for collaboration, Being able to tailor communication to different audiences, and Being able to ask questions were the most highly ranked attributes. In the dimension of evaluation, survey results show that NESP knowledge brokers are mainly evaluated through metrics relating to immediate delivery and engagement (mostly quantitative measures) and medium-term impact on end-users (qualitative measures). However, participants envisioned better options to capture the impact/value of knowledge brokering by evaluating long-term impacts and efforts throughout the full brokering process to better capture value addition in line with their goals, strategies, and required attributes. The new knowledge generated through our findings offers an applied contribution to the practice of knowledge brokering, suggesting that knowledge brokering is a distinct and complex career whereby different knowledge brokers with complementary skill sets appear relevant to perform all tasks along a knowledge brokering timeline. As such, our results also emphasize the need for bespoke approaches to evaluation that are tailored towards the diverse goals, strategies, and personal contributions of knowledge brokers to support their career progression and maximise outcomes.

Child language brokering in Turkey: non-professional interpreting experiences from Kurdish, Arab, and Pomak ethnic minorities

ABSTRACT This research unveils retrospective child language brokering experiences within local ethnic minorities in Turkey. Employing a multiple-case study research design, the investigation delves into the brokering experiences of three adult participants from diverse ethnic backgrounds – Kurdish, Arab, and Pomak communities. The semi-structured interviews shed light on individual encounters, including primary motivations and settings for brokering, employed translation strategies, perceived impacts of brokering, and the normativity of child language brokering. They also illuminate the societal positioning of these ethnic minorities, especially minority women, within Turkey and the prevailing state policies affecting minority language rights. The findings obtained are discussed in connection with a nuanced exploration of the contextual and historical dimensions surrounding these ethnic minorities. In this sense, departing from the prevailing focus on child language brokering within immigrant families, this research redirects attention to brokering practices among local ethnic minorities. Beyond the preliminary exploration of child language brokering in Turkey, this study is an early investigation into non-professional interpreting activities among ethnic minorities residing in the country. The study also generates implications that intersect the domains of public service interpreting and politics.

Language Brokering Over Time: A Study of Citizenship Becoming Through a Transliteracies Framework

ABSTRACT This paper integrates theories and research from the fields of transliteracies and language brokering to understand the language and literacy experiences of bilingual youth who grew up in Mexican immigrant families. Analyzing data from three interrelated studies that used ethnographic research methods to understand the language brokering of Mexican-American immigrant youth in Chicago from 2000–2010, we asked: How do language brokers negotiate diverse meanings of citizenship in their transnational contexts? How do their transliteracy experiences shape their “citizenship becoming” over time? Findings show how bilingual Mexican-American youth employed their transliteracies and translocal expertise for civic justice, as they increasingly helped family and other transnational community members gain equitable access to goods and just services through their language brokering practices. At the same time, in a period of increasing anti-immigrant discourses and policies, they also experienced personal challenges and developed a deep recognition of hard borders facing their racialized communities. The discussion considers implications of this work for disrupting traditional perspectives about citizenship and employing a stronger notion of politicized funds of knowledge in K-12 classrooms.

Theorising a spectrum of reasons for failure in knowledge brokering: a developmental evaluation

Background: Despite the growing interest in knowledge brokering as an approach to mobilising knowledge for societal benefit, research has only recently begun investigating the consequences of knowledge brokers’ actions. In particular, while it is known that failure can provide a valuable learning experience for individuals and organisations alike, very few studies have explored failure in knowledge brokering. Aims and objectives: With the aim of informing how knowledge brokers can navigate common professional challenges, this article discusses a spectrum of reasons for failure in the professional practice of knowledge brokering. Methods: Data for this article comes from a developmental evaluation of a network of knowledge brokers, focusing specifically on a set of semi-structured interviews (N = 20). Findings: The overarching themes identified in this study are organised according to the three constructs that knowledge brokers act upon in the i-PARIHS framework: innovation, recipients, and context. Knowledge brokers experienced different types of failure across these constructs, ranging from violations of prescribed practices and processes to exploratory testing. Discussion and conclusions: Failure is not a monolithic outcome, and future research could seek to identify levers for change regarding the failure experiences available to knowledge brokers. Additionally, it will not be enough to learn to fail; research and practice in knowledge brokering must learn to fail intelligently. Finally, failure cannot remain a private experience. Advancing the field of knowledge brokering will require researchers and practitioners to share when and how their efforts have failed.

Patient brokering in for-profit substance use disorder treatment: a qualitative study with people with opioid use disorder and professionals in the field

BackgroundOpioid use and opioid overdose deaths are at an all-time high and evidence-based treatments for people with opioid use disorder (OUD) are underutilized. Therefore, we sought to understand experiences and perceptions of abuses in the for-profit substance use disorder treatment industry that could potentially put people with OUD at an increased risk for an overdose.MethodsOne-on-one semi-structured interviews were conducted from November 2018 to May 2019 in Southern California with 20 people with OUD and 20 professionals who work in the substance use disorder (SUD) treatment field. A grounded theory approach was conducted to discover emerging patterns from the data.ResultsThree major themes emerged:1) financial and material enticements, 2) encouraging substance use in the for-profit treatment sector, and 3) contributors to overdose risk. Participants reported that patient brokers would pay for plane tickets and offer financial incentives (e.g., money) to attract individuals to SUD treatment, capitalizing on insurance profits despite initial expenses. Participants reported being encouraged to use drugs before treatment to meet insurance conditions, thus jeopardizing genuine recovery efforts and adding to the temptation of drug use. Many participants linked patient brokering to increased overdose deaths, emphasizing the dangerous practices of brokers providing drugs, promoting relapse, and creating a revolving door of treatment, which compounds the overdose risk after periods of abstinence.ConclusionsPatient brokering and unethical abuses in the for-profit treatment industry have caused some people with OUD to seek treatment for money and housing instead of seeking treatment to stop opioid use. The harmful treatment environment was seen as a barrier to care and an unwanted obstacle to overcome on the path to recovery.

Arrival brokers as a key component of the arrival infrastructure: how established migrants support newcomers

Abstract. In recent years, numerous studies have stressed the importance of established migrants helping newcomers access settlement information. This article focuses on the everyday practices of these so-called “arrival brokers” in supporting newcomers in their initial arrival process. The analysis combines the theoretical strands on “arrival infrastructures”, arrival brokers, and the concept of solidarity. The qualitative empirical research in an arrival neighbourhood in the German city of Dortmund shows that arrival brokers support newcomers by sharing arrival-specific knowledge and by structuring the arrival infrastructure network. These practices can be attributed to a situational place-based solidarity. The article shows that using the infrastructure perspective for analysing migrants' brokering practices helps us understand the transformative power wielded by migrants themselves in making, shaping, and maintaining arrival support structures.

‘Speak of the devil and he shall appear’: unpacking the practices of security brokers in West Africa

ABSTRACT This study investigates the intermediaries or brokers who participate in the constitution, negotiation, and production of peace and security policies in West Africa. These security brokers possess social and knowledge capital, making them the preferred interlocutors of international actors, institutions, and researchers to produce security knowledge to inform policy. Thus, this article seeks to explain how these security brokers interact with and shape the construction of a security assemblage in West Africa. Based on three ethnographic sites in Bamako (Mali), Niamey (Niger) and Abidjan (Ivory Coast), social trajectories of these intermediaries of securitization processes allow us to understand how material and symbolic resources are attracted. Security brokers oscillate between instrumentalist, pragmatic, and reflexive stances toward the (re)production of security practices promoted by (trans)national institutions and actors. Just like any international institutions or actors, they can either participate to the (re)production or challenge the premise of the security assemblage.

Transforming language brokering policies at school: Learning from students with transnational biographies

Within discourses on education and transnationalism, much importance has been given to language, both for the educational success of migrants and their transition into the labor market. Among the many perspectives on multilingualism, there is a growing body of research on language brokering. In contrast to professional interpreting, this is often associated with interpreting without formal qualifications or payment in mostly informal settings. However, language brokering is embedded in complex social structures, and students who interpret often act within complex power relations. In our article, we address experiences with education-related language brokering. While focusing on the perspectives of the students, we will address the roles they take during language brokering activities between different actors and the power relations they experience. Our data were collected as part of an ethnographic research project which aimed to explore the experiences of refugee students following their arrival in Austria and during the adjustment period in their new sociolinguistic and educational context. Empirically, the article is based on a data set of small stories and reflections about language brokering. The analysis was carried out through contrastive comparisons between different cases. The paper will conclude with suggestions on the introduction of critical language brokering practices and policies in educational institutions.

Brokering Gender Empowerment in Energy Access in the Global South

How do energy professionals in the Global South facilitate the brokerage of gender equity and empowerment in energy access? Energy sector professionals, including planners and members of non-governmental organisations (NGOs), are crucial development actors in off-grid contexts. They operate at the intersection between grassroots-level energy access in off-grid household and community buildings and overarching policy frameworks. However, despite their central role, the relationship between their professional practices and gender empowerment in energy access has received little attention. This paper investigates ‘energy brokers’ across Ghana, India, Nigeria and Pakistan based on interviews (<em>n</em> = 86). Subsequent thematic analysis explores these energy brokers’ overarching understandings of gender equity and empowerment, their agency, and brokering practices for energy access (including in relation to emerging energy technologies). Analysis shows ‘differentiated brokerage’ in that energy professionals from the NGOs and the delivery sectors are often better positioned to broker gender equity and women’s empowerment in energy access. However, linkages between equitable access and empowerment need to be better understood, especially at the ‘top’ and go beyond women’s economic productivity. Women’s participation across supply chains of emerging energy-access technology, in energy governance and as energy brokers needs strengthening. <em><strong>Practice relevance</strong></em> Energy professionals occupy an important ‘middle’ position and can help to create changes to overcome gender bias in access to energy. They facilitate the brokerage (understandings, agency and practices) of gender equity and empowerment in energy access in off-grid contexts, including household and community buildings. The evidence from this study shows the performance of energy professionals is critical in facilitating women’s empowerment in energy access. Key recommendations are: (1) energy professionals at the top need to recognise differentiated brokerage across the grassroots–policy spectrum to better identify and equip key actors; (2) energy brokers need to move beyond gender neutrality and economic participation acting on the breadth of women’s empowerment, including psychological dimensions; and (3) women’s participation across energy system transitions needs to be strengthened, with regard to energy supply chains, energy governance and as energy brokers.

Impact of Information Services through the Application for Quick Information Service Assistant for Class II District Court, Tanah Grogot Regency, Paser Regency

This article describes the impact of achieving the goals of bureaucratic reform through the following aspects: transparency, reducing administrative corruption, improving services, and empowerment by using the Quick Information Service Assistant application at the Class II District Court Office, Tanah Grogot Regency. The problem is focused on the impact of using the ALICE application. To approach this problem, a theoretical reference is used (Indrayani, 2020) that e-Government applications have shown an impact on the goals of public sector reform through information disclosure for the public, service transparency, increasing community participation. have an impact on reducing corruption, increasing accessibility and empowering the public. The implementation of the ALICE application is still at the emerging stage in terms of e-Government implementation, while the level of innovation is in the first stage, namely e-information. The data were collected through interview techniques, observations, and literature studies and analyzed through interactive model data analysis techniques (Miles et al., 2014). This article concludes that the Quick Information Service Assistant Application has provided essential information for the public regarding requests for ticket fines, requests for certificates, information on the trial agenda, information on fees and remaining down payments, court fees, and information on the Supreme Court e-court. The positive impact felt by the presence of the Rapid Information Service Assistant, namely increasing service transparency and encouraging active community participation. Then the impact in reducing the occurrence of administrative corruption occurs because there is no meeting between the public and officers. In contrast, in the aspect of improving the quality of service, the public does not need to spend transportation costs to get information. Aspects of empowerment, namely the existence of feedback from the public in services, will be able to improve the quality of information and good collaboration and reduce the practice of brokering. the public does not need to spend transportation costs to get information. Aspects of empowerment, namely the existence of feedback from the public in services, will be able to improve the quality of information and good collaboration and reduce the practice of brokering. the public does not need to spend transportation costs to get information. Aspects of empowerment, namely the existence of feedback from the public in services, will be able to improve the quality of information and good collaboration and reduce the practice of brokering.

Citation in global academic knowledge making

Abstract This paper introduces a paired text history methodology to explore the citation practices of three experienced Russian scholars in philosophy, sociology, and economics. The empirical focus is on the analysis of three paired text histories, comparing Russian-medium research articles with English-medium research articles in each discipline. By analyzing the paired text histories through the use of multiple data sources – article drafts, email correspondence surrounding text production, and interviews – focusing specifically on the changes made to citations in each pair, the paper seeks to throw light on both micro and macro level knowledge production practices. At the micro level, the paper analyses changes made to citations across English and Russian-medium texts, documenting the involvement of literacy brokers, their evaluative requests about citations, and authors’ responses to such requests. At the macro level, the paper raises questions about what counts as ‘citeworthy’ in different geolinguistic contexts and considers the consequences of citation brokering and citation practices for knowledge production and circulation globally.

Caregiving and flying cars: interactionally mediated practices of care through language brokering within an Afghan migrant family in Denmark

ABSTRACT Recent studies explore youth and children language brokering at the interface of caregiving for their migrant families and frame this conceptualisation as interactionally mediated practicing of care with the overall purpose of family sustainability during the family’s coping process within the migration context. From this joint perspective, youth and children brokers appear to provide actively care through language while conducting everyday brokering practices to fill interactional gaps between their families and the wider society, and enable the interactional parties involved to express themselves. During this mediation, interactional strategies are crucial because language brokering is beyond translating and interpreting. Drawing on ethnographic data, the paper shows the unique ability of linguistic ethnography to scrutinise interactional strategies in relation to care and applies this approach to examine a number of strategies that Sima, the main young language broker of an Afghan family in Denmark, employs during her within-family brokering. Whereas previous studies have shown that language and culture brokers in their brokering practices act from the perspectives and experiences of their families and the wider society, this paper demonstrates how Sima’s awareness of multiple competing perspectives within family interactions facilitates her mediation in caring for the family’s parent–child relationships and reconciliation.

Men Is Cheap: Exposing the Frauds of Free Labor in Civil War America by Brian Luskey

Reviewed by: Men Is Cheap: Exposing the Frauds of Free Labor in Civil War America by Brian Luskey Jonah Estess Men Is Cheap: Exposing the Frauds of Free Labor in Civil War America. By Brian Luskey. (Chapel Hill, NC: The University of North Carolina Press, 2020. 304 pp. Illustrations, notes, index. $34.95.) Does war haunt even those who profit from it? Brian Luskey's Men Is Cheap pushes Civil War studies even further afield from origins debates by exploring the relationships among war, labor markets, and market ideology in Civil War America. In fact, Men Is Cheap combines the historiographic turn toward capitalism with Civil War studies. It details the inner workings of substitute soldier recruitment as a symptom of the economic conditions from which the Civil War emerged and of the Union Army's own labor demands. Luskey argues that individuals possessing capital saw war as an opportunity to profit off what amounted to "human trafficking in the name of wage labor and free capital" (6). Luskey opens with the premise that the Civil War and American capitalism were mutually constitutive, each one a driving force that expanded the exploitative boundaries of the other. Labor brokers opened and operated intelligence offices, speculating on the recruitment value of potential substitutes for those who could pay their way out "of killing and dying" (2). Paradoxically, however, Luskey observes that "coerced people were . . . a most valuable currency that made capital free" (9). A war fought to abolish the institution of slavery nullified promises of a free-labor ideology and made the labor recruitment system one that Americans could neither escape nor fully embrace. Ideas, institutions, and economic events such as the Kansas-Nebraska Act of 1854 serve as the backdrop for each chapter's central focus on the people who became and interacted with Civil War labor brokers. Chapter one follows Thomas Webster Jr., a speculator, merchant, middleman, and hopeful beneficiary of the existing patronage system, as he and many others were driven to seek profit off an impending need for soldiering labor. (Webster appears sporadically throughout the whole book.) The secession crisis drove "economic dislocation," which chapter two argues led down-on-their-luck Northerners to reluctantly accept labor recruitment as an alternative career path and money-making opportunity to patronage jobs (45). The remaining five chapters comprise the bulk of Luskey's argument. Chapter three explores the relationship between enlistment and capitalist culture. Chapter four dives into the fraudulent practices of labor brokers and President Lincoln's attempts to alleviate frustration with fraud. Chapter [End Page 100] five explores army officials' efforts to make labor coercion, particularly directed at African American soldiers, socially acceptable in the national interest. Finally, chapter six details the Union's push in 1864 to coerce growing numbers of Southern refugees into crushing the slave aristocracy that still clung to the Confederacy. Men Is Cheap is both a well-researched historiographic contribution and a timely arrival on historians' bookshelves. Luskey's deft interpretations of visual culture sources—twenty in all, most from Vanity Fair—are replies to continued calls for creative interpretations of Civil War political economy. Additionally, the consequence of divisions among historians about how to write social histories of the Civil War (2) pale in comparison to how the wider public thinks of class and the Civil War. Films such as Glory, The Gangs of New York, and Lincoln occupy prime real estate in public memory. As timely as ever, Luskey presents historians with tools to begin reshaping public memory of America's only civil war as the United States reckons with capitalism's troubling influence on America's longest war. [End Page 101] Jonah Estess American University Copyright © 2022 Historical Society of Pennsylvania

Public Perception of the Use of Brokerage Services at the Kolaka Ferry Port: Experience, Selective, and Contextual Based

The existence of brokers in administrative services raises various perceptions among the public. Some people think that the presence of brokers as one of the negative image bearers of the organization, and some people perceive it as a positive thing. Therefore, this article is here to explain the public perception toward the use of brokers with the research located at Kolaka Ferry port. This research uses quantitative methods with data sources derived from the results of questionnaires and supported by secondary data related to the use of brokerage services and ticketing services at ports. The research data were then analyzed descriptively by percentage, starting with calculating the respondent's value for each aspect, recapitulating the value, calculating the average value, and calculating the presentation. The results showed that the people in Kolaka Regency felt happy and were helped by the presence of brokers. Unofficial ticket services are the reason people prefer to use brokerage services when buying tickets. Brokers who provide services will not be held responsible when people are caught using their services. In addition, the community supports the provision of punishment when a port manager is involved in the practice of brokering.

Mitigating the need for resiliency for Black girls: reimagining the cultural brokering through a lens of science as white property

In reading Danielle Ferguson and Catherine Martin-Dunlop’s (2020) “Uncovering stories of resilience among successful African American women in STEM,” we call for an exploration into reimagining the practice of cultural brokering for supporting Black girls’ success in K-12 science and engineering. While none of the participants identified a teacher as a cultural broker, they each mentioned how this support would have contributed to a much different experience in learning science. Unfortunately, institutions such as schools, and their associated institutional agents, often necessitate Black girls to call upon coping strategies for navigating the racialized and gendered components of engaging in science. Sociohistorical and current positionings of Black girls in science learning spaces require their display of resilience, as opposed to spaces that allow them to play, learn, think critically and/or make mistakes without major consequences. In this piece, we ask the question—Are there ways in which to reimagine the process of cultural brokering that provides authentic opportunities for Black girls to succeed in K-12 science learning spaces and mitigate the need for compiling “resiliency stories”?

(mis)Informed Consent in Australia

(mis)Informed Consent in Australia

Brokerage in the borderlands: the political economy of livestock intermediaries in northern Kenya

ABSTRACT This article argues that brokers are key actors in the cross-border livestock trade between Kenya and Somalia, where formal regulations are weak or absent. We elucidate the economic and social rationales for livestock brokerage as well as a series of brokering practices taking place at the intersection of profit making, kinship and trust. Besides producing social capital based on trust, brokers facilitate the formalization of livestock trading by linking livestock production sites in southern Somalia to consumer markets in Kenya. Brokers thereby take on various roles and functions that contribute to integrating markets across fragmented territories. Based on extended fieldwork conducted in and around Garissa livestock market as well as in Nairobi, the paper outlines the political economy of livestock intermediaries in the important Somali-Kenyan cross-border livestock trade.

REVIEW OF FLIP BARRIER GATE IMPLEMENTATION IN IMPROVING THE QUALITY OF PASSPORT APPLICATION SERVICES IN THE KANTOR IMIGRASI KELAS II NON-TPI KEDIRI

The practice of brokering is one of the concerns felt by the community at immigration services. The Directorate General of Immigration immediately followed up on the report, and appealed to all technical units of immigration to eradicate brokering practices and the practice of extortion (illegal levies) on immigration services. In line with this appeal, the Directorate General of Immigration made an online application called APAPO.&#x0D; Kantor Imigrasi Kelas II Non-TPI Kediri in follow-up to the practice of extortion and brokering also built the Flip Barrier Gate system. This system utilizes the use of RFID (Radio Frequent Identification) technology embedded in the access card. However, over time, this system began to find some problems. Among the obstacles that have arisen are the inactivity of this system because it is feared that it will become the center of the spread of COVID-19 due to the alternating use of access cards.&#x0D; In this research, development planning is carried out for the Flip Barrier Gate Class II Non-TPI Kediri Immigration Office. Flip Barrier Gate is integrated with APAPO through the use of QR code booking code as an access reader. In development planning, this study uses the system development theory described by Tata Sutabri. This phase consists of 5 stages, namely, system investigation, system analysis, system design, system implementation, system maintenance.

Entrepreneurial Leadership as Creative Brokering: The Process and Practice of Co‐creating and Advancing Opportunity

AbstractHow does entrepreneurial leadership drive the process of forming and advancing opportunity? Drawing from an ethnographic field study of Nashville music producers, I develop a model of entrepreneurial leadership as creative brokering – the practices and process by which entrepreneurs lead and mobilize a complex network of actors in co‐creating and advancing opportunity. I find that entrepreneurial leaders encounter three tensions as they advance this process: 1) generating novel ideas and fitting them within the competitive landscape; 2) incubating opportunity and seizing the moment in the market; and 3) fostering experimentation and navigating hyper‐competition. I show when these tensions arise and identify six creative brokering practices through which leaders leverage their brokerage role to navigate these tensions in order to move opportunity forward. The paper offers a model of entrepreneurial leadership as creative brokering, extends extant creative brokering scholarship to consider more distal market actors, and shows how creative brokering and leadership towards creative outcomes involve iteratively stepping forward to infuse market perspective and exert control, and stepping back to let others shine and co‐create ideas.

Optimalisasi Sim Online Sebagai Strategi untuk Mewujudkan Pelayanan Prima pada Kantor Satpas Jember

Service reform in Indonesia has links with decentralization. The aim of implementing service reforms throughout Indonesia is to improve service quality so as to create public trust in the government. The problem of SIM services is one of the internal problems in terms of service to the community. Therefore, SIM services must be excellent in accordance with the standards of the technological era that is growing at this time. Seeing this development, the Chief of the Republic of Indonesia National Police (Kapolri) General Police M. Tito Karnavian launched a future program for the National Police which is called the Promoter program. Promoter main policy, focused on 3 (three) main substances, namely Improved Performance, Improved Culture and Media Management. SIM Services in the Administrative Unit of the SIM Administration (SATPAS) of the Jember Police Department itself, based on the pre-survey conducted by the service researchers in making and extending the SIM, were still inadequate or had not yet achieved excellent service, especially regarding Polri's human resources at Samsat Jember. hampered by a good understanding of e-policing policies. In connection with these problems, the Jember Police SIM Administration Unit (SATPAS) conducted an opinion poll (survey questionnaire) during January to April 2015. The online service system is a form of government policy based on Presidential Instruction (Inpres) No. 3 of 20043 about national policies and strategies for the development ofe-government. The basic reason for the emergence of online services is to eliminate the practice of brokering and to reduce criminal acts of corruption within the National Police. Then also to increase community satisfaction inthe realization to become administrative citizenship, which is related to the ownership of a Driving License (SIM). Seeing this reality, it becomes interesting to conduct research on the problem with the title “Optimalisasi SIM Online Sebagai Strategi untuk Mewujudkan Pelayanan Prima pada Kantor Satpas Jember ”.