The Role of Social Media in Terrorism Crisis Communication: A Case Study of September 21, 2013 Terror Attack On Westgate Mall in Nairobi

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dc.contributor.authorNyarang‟o, Carolyne N.
dc.date.accessioned2024-10-14T06:59:23Z
dc.date.available2024-10-14T06:59:23Z
dc.date.issued2016-06
dc.descriptionMASTER OF ARTS in Communication
dc.description.abstractResearchers have shown the potential of using social media to interact with publics and to disseminate vital information regarding organisational response in crisis situations and/or to foster emotional support. Despite these efforts, there is a dearth of information on organisational use of social media such as Facebook, Twitter, and YouTube during terrorism crisis communication. To fill this gap, the researcher sought to describe the defensive response strategies used by the government through social media to protect its image, to describe accommodative response strategies used by the government through social media to address the concerns of victims and the public and to describe the public‟s perception of the crisis on social media. To realise these objectives, the researcher used Topsy.com as a tool for extracting old tweets and employed a qualitative data analysis. Based on a pre-determined categories scheme, the researcher made inferences about the Interior Ministry‟s response strategies and the public‟s perception of the crisis on social media in the Westgate Mall terror attack. Data analysis revealed that the ministry followed the recommendations of the SCCT to respond to the Westgate Mall attack and took a more accommodative approach. However, the ministry exposed its reputation due to inaccuracies and inconsistencies in its crisis communication response on social media. Consequently, the researcher emphasises that in responding to terrorism crises on social media, organisations should align with other credible sources as well as ensure speedy, accurate, and consistent crisis communication
dc.description.sponsorshipDaystar University, School of Communication
dc.identifier.citationNyarang‟o, Carolyne N. (2016). The Role of Social Media in Terrorism Crisis Communication: A Case Study of September 21, 2013 Terror Attack On Westgate Mall in Nairobi. Daystar University, School of Communication
dc.identifier.urihttps://repository.daystar.ac.ke/handle/123456789/5399
dc.language.isoen
dc.publisherDaystar University, School of Communication
dc.subjectSocial Media
dc.subjectTerrorism
dc.subjectCrisis Communication
dc.subjectTerror Attack
dc.subjectWestgate Mall
dc.titleThe Role of Social Media in Terrorism Crisis Communication: A Case Study of September 21, 2013 Terror Attack On Westgate Mall in Nairobi
dc.typeThesis

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