Factors affecting the use of social media as a crisis communication tool in South Africa

Abstract

The role of social media may be considered as an important development in aiding crisis, thus the purpose of this study was to determine the factors influencing the use of social media during crises. An online survey of 44 respondents was conducted. The study revealed that there is a need for the use of social media in crises, however there were underlying factors contributing to the use of social media within this context. The analysis of the surveys together with the interviews revealed the perceptions of respondents as to the influencing factors which were security, privacy, and legislative frameworks. The study revealed the importance of social media in crisis communications but with limiting factors and a need for awareness within South Africa.