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Role of Social Media in Terrorism Crisis Communication: A Case of Westgate Mall Terror Attack in Nairobi

Role of Social Media in Terrorism Crisis Communication: A Case of Westgate Mall Terror Attack in Nairobi

Stephen Gichuhi Kimotho, Carolyne Nyaboe Nyarang'o
Copyright: © 2021 |Pages: 20
ISBN13: 9781799872917|ISBN10: 1799872912|EISBN13: 9781799872924
DOI: 10.4018/978-1-7998-7291-7.ch010
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MLA

Kimotho, Stephen Gichuhi, and Carolyne Nyaboe Nyarang'o. "Role of Social Media in Terrorism Crisis Communication: A Case of Westgate Mall Terror Attack in Nairobi." Research Anthology on Fake News, Political Warfare, and Combatting the Spread of Misinformation, edited by Information Resources Management Association, IGI Global, 2021, pp. 155-174. https://doi.org/10.4018/978-1-7998-7291-7.ch010

APA

Kimotho, S. G. & Nyarang'o, C. N. (2021). Role of Social Media in Terrorism Crisis Communication: A Case of Westgate Mall Terror Attack in Nairobi. In I. Management Association (Ed.), Research Anthology on Fake News, Political Warfare, and Combatting the Spread of Misinformation (pp. 155-174). IGI Global. https://doi.org/10.4018/978-1-7998-7291-7.ch010

Chicago

Kimotho, Stephen Gichuhi, and Carolyne Nyaboe Nyarang'o. "Role of Social Media in Terrorism Crisis Communication: A Case of Westgate Mall Terror Attack in Nairobi." In Research Anthology on Fake News, Political Warfare, and Combatting the Spread of Misinformation, edited by Information Resources Management Association, 155-174. Hershey, PA: IGI Global, 2021. https://doi.org/10.4018/978-1-7998-7291-7.ch010

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Abstract

Terrorism targeting corporate bodies remains one the greatest risks to the most critical intangible asset of any organization: reputation. Thus, effective crisis communication is critical during and after terror crisis to mitigate further damage on the reputation. To date, many studies around the globe have tended to focus on the role of the traditional media during terror crisis, paying minimal attention to organisations' use of social media during terror crisis. Using a descriptive qualitative case study, this study examined the role of social media during 2013 Westgate Mall terror attack, in Nairobi, Kenya. Findings revealed that the Interior Ministry (IM) used Twitter as the preferred social media platform to communicate with various stakeholders. Accommodative crisis response strategies were the most used by the IM. However, the ministry was plagued with inaccuracies and inconsistencies in its responses on social media compromising reputation of the government further. Balancing the need for speedy response, accuracy and consistency, remained the greatest challenge for the IM.

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