Digital Crisis Communication and Organisational Resilience in Nigeria: Analysis of Stakeholder Engagement and Reputation Recovery
Keywords:
Digital crisis communication; Organisational resilience; Stakeholder engagement; Reputation recovery; Social media
Abstract
This paper examines digital crisis communication and organisational resilience in Nigeria, with particular attention to stakeholder engagement and reputation recovery. The rapid expansion of social media and digital communication platforms has transformed crisis management by increasing the speed, visibility, and interactivity of organisational crises. Using secondary data obtained from existing scholarly literature, published research, books, institutional reports, and documented cases of organisational crisis communication, the study critically analyses how Nigerian organisations respond to crises in digitally mediated environments. Guided by Situational Crisis Communication Theory (SCCT), the study explores the relationship between crisis response strategies, stakeholder engagement, organisational reputation, and resilience. The analysis indicates that effective digital crisis communication is characterised by timeliness, transparency, accountability, empathy, consistency, and continuous stakeholder engagement. It further demonstrates that organisations that actively monitor digital conversations, provide accurate and timely information, acknowledge stakeholder concerns, and adopt response strategies that correspond with perceived crisis responsibility are better positioned to minimise reputational damage and recover stakeholder trust. Conversely, delayed responses, defensive communication, inconsistent messaging, and inadequate engagement may intensify misinformation, public backlash, and reputational decline. The study concludes that digital crisis communication should be integrated into organisational resilience frameworks and strategic public relations planning in Nigeria. It recommends the development of proactive digital crisis protocols, investment in digital listening and analytics capabilities, continuous stakeholder engagement, ethical and transparent communication, and post-crisis learning mechanisms to strengthen organisational resilience and support sustainable reputation recovery.
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References
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Adeleke, T. O. (2023). Crisis communication in the digital age: Challenges and opportunities for Nigerian organizations. African Journal of Communication Research, 15(2), 78–95.
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Fearn-Banks, K. (2018). Crisis communications: A casebook approach (5th ed.). Routledge.
Frandsen, F., & Johansen, W. (2020). Crisis communication in the digital age: Challenges and opportunities. Corporate Communications: An International Journal, 25(4), 577–592.
Hearit, K. M. (2006). Crisis management by apology: Corporate response to allegations of wrongdoing. Lawrence Erlbaum.
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Kurfi, M. Y., Msughter, M. E., & Mohamed, I. (2021). Digital images on social media and proliferation of fake news on covid-19 in Kano, Nigeria. Galactica Media: Journal of Media Studies, 3(1), 103-124.
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Obasi, C., & Okoro, N. (2022). Digital activism and crisis communication: The #EndSARS protests in Nigeria. Journal of African Media Studies, 14(3), 421–436.
Obasi, M. C., & Msughter, A. E. (2023). Assessment of media coverage of environmental hazards in mining communities in Ebonyi State, Nigeria. Environmental Challenges, 13, 100758.
Onyejelem, T. E., & Aondover, E. M. (2024a). Digital Generative Multimedia Tool Theory (DGMTT): A Theoretical Postulation. Journalism, 14(3), 189-204.
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Schultz, F., Utz, S., & Göritz, A. (2020). Is the medium the message? Perceptions of and reactions to crisis communication via Twitter, blogs, and traditional media. Public Relations Review, 46(4), 101949.
Smith, R. D., & Judd, J. (2020). COVID-19 and crisis communication: The role of trust in public health messaging. Health Communication, 35(14), 1701–1709.
Ulmer, R. R., Sellnow, T. L., & Seeger, M. W. (2019). Effective crisis communication: Moving from crisis to opportunity (4th ed.). SAGE Publications.
Veil, S. R., Dillingham, L. L., & Sloan, A. M. (2021). Crisis communication in the 21st century: Trends and challenges. Journal of Contingencies and Crisis Management, 29(1), 12–20.
Veil, S. R., Sellnow, T. L., & Petrun Sayers, E. L. (2021). Risk and crisis communication: Navigating the tensions between organizations and the public (2nd ed.). Routledge.
Vitalis, P. O., Aondover, E. M., Ogunbola, O., Onyejelem, T. E., & Ridwan, M. (2025). Accessing Digital Divide and Implications in Nigeria: The Media Dimension. Budapest International Research and Critics Institute-Journal (BIRCI-Journal), 8(1), 1-12.
Vitalis, P. O., Onyejelem, T. E., & Okuneye, A. P. (2023). Understanding advertising in the era of social media. Information System and Smart City, 3(1), 502-502.
World Economic Forum. (2023). Global risks report 2023.
Yar’Adua, S. M., Msughter, A. E., & Garba, S. (2023). Media and National Development in Democratic Societies. Polit Journal Scientific Journal of Politics, 3(3), 105-115.
Adeleke, T. O. (2023). Crisis communication in the digital age: Challenges and opportunities for Nigerian organizations. African Journal of Communication Research, 15(2), 78–95.
Aondover, E. M., & Ademosu, I. (2025). E-learning practices of journalism education in Nigerian higher education institutions: Conceptual context and challenges. In Media and communication systems for sustainability in Nigeria (pp. 451-464). Cham: Springer Nature Switzerland.
Aondover, E. M., Ademosu, I., & Bonny, A. (2025). Exploring Language Learning and Cultural Exchange through TikTok and Instagram Content: An In-depth Study. Journal of Mass Communication Department, Dept of Mass Communication, University of Karachi, 33.
Aondover, P. O., Aondover, E. M., & Babele, A. M. (2022). Two nations, same technology, different outcomes: Analysis of technology application in Africa and America. Journal of Educational Research and Review, 1(1), 001-008.
Benoit, W. L. (2015). Accounts, excuses, and apologies: Image repair theory and research (2nd ed.). SUNY Press.
Coombs, W. T. (2014). Ongoing crisis communication: Planning, managing, and responding (4th ed.). SAGE Publications.
Coombs, W. T. (2022). Ongoing crisis communication: Planning, managing, and responding (6th ed.). SAGE Publications.
Coombs, W. T., & Holladay, S. J. (2022). The handbook of crisis communication (2nd ed.). WileyBlackwell.
Dhanesh, G. S., & Picherit-Duthler, G. (2021). Crisis communication in the age of social movements: A case study of corporate responses to Black Lives Matter. Public Relations Review, 47(3), 102067.
Fearn-Banks, K. (2018). Crisis communications: A casebook approach (5th ed.). Routledge.
Frandsen, F., & Johansen, W. (2020). Crisis communication in the digital age: Challenges and opportunities. Corporate Communications: An International Journal, 25(4), 577–592.
Hearit, K. M. (2006). Crisis management by apology: Corporate response to allegations of wrongdoing. Lawrence Erlbaum.
Hile, M. M., Msughter, A. E., & Aliyu, M. A. (2023). Secularism and Ethical Issues in Media Practice as a Bane for National Development. SIASAT, 8(3), 166-177.
Huang, Y. H. (2022). Cross-cultural crisis communication: Toward a unified framework. Journal of International Crisis and Risk Communication Research, 5(1), 1–28.
Jin, Y., Liu, B. F., & Austin, L. (2020). Examining the role of social media in effective crisis management. Journal of Public Relations Research, 33(4), 287–305.
Jin, Y., Liu, B. F., & Austin, L. L. (2021). Examining the role of social media in effective crisis communication: Insights from the COVID-19 pandemic. Public Relations Review, 47(1), 101976.
Jin, Y., Pang, A., & Cameron, G. T. (2020). Toward a publics-driven, emotion-based approach in crisis communication: Testing the integrated crisis mapping (ICM) model. Journal of Public Relations Research, 32(5–6), 184–202.
Kim, H. S., & Cameron, G. T. (2022). Empathy and organizational responses to crises. Journal of Public Relations Research, 34(1), 15–31.
Kim, J., & Cameron, G. T. (2022). Empathy and transparency in crisis communication: Restoring trust through authentic responses. Public Relations Review, 48(2), 102176.
Kurfi, M. Y., Msughter, M. E., & Mohamed, I. (2021). Digital images on social media and proliferation of fake news on covid-19 in Kano, Nigeria. Galactica Media: Journal of Media Studies, 3(1), 103-124.
Lee, S. Y., & Hong, S. Y. (2022). Social media and crisis communication: Managing reputational risks in the digital age. Public Relations Review, 48(1), 102154.
Lee, Y., & Hong, H. (2022). The role of emotion and engagement in social media-based crisis communication. Journal of Promotion Management, 28(3), 357–375.
Liu, B. F., Fraustino, J. D., & Jin, Y. (2023). Crisis communication in the digital era: Managing cybersecurity breaches. Public Relations Review, 49(1), 102281.
Liu, B. F., Jin, Y., & Austin, L. L. (2023). Social media and crisis communication. In D. E. Stacks & M. B. Salwen (Eds.), An integrated approach to communication theory and research (3rd ed., pp. 415–430). Routledge.
Maikaba, B., & Msughter, A. E. (2019). Digital Media and Cultural Globalisation: The Fate of African Value System. Humanities and Social Sciences, 12(1), 214-220.
Maradun, L. U., Yar’Adua, S. M., & Msughter, A. E. (2021). Perceived value of social media in the# EndSARS’protest in Nigeria. International Journal of English Literature and Culture, 9(3), 69-80.
Mohammed, I., Aondover, E. M., Akin-Odukoya, O. O., & Saint, E. J. (2025). Disinformation as a Tool for Recruitment by Terrorist Groups in Nigeria. Konfrontasi: Jurnal Kultural, Ekonomi dan Perubahan Sosial, 12(1), 23-35.
Obasi, C., & Okoro, N. (2022). Digital activism and crisis communication: The #EndSARS protests in Nigeria. Journal of African Media Studies, 14(3), 421–436.
Obasi, M. C., & Msughter, A. E. (2023). Assessment of media coverage of environmental hazards in mining communities in Ebonyi State, Nigeria. Environmental Challenges, 13, 100758.
Onyejelem, T. E., & Aondover, E. M. (2024a). Digital Generative Multimedia Tool Theory (DGMTT): A Theoretical Postulation. Journalism, 14(3), 189-204.
Onyejelem, T. E., & Aondover, E. M. (2024b). Digital Generative Multimedia Tool Theory (DGMTT): A Theoretical Postulation in the Era of Artificial Intelligence. Adv Mach Lear Art Inte, 5(2), 01-09.
Onyejelem, T. E., Aondover, E. M., Ezeonyejiaku, N. P., & Maiwada, A. A. (2025). Reassessing the Dynamics and Utilization of Learning Management Systems for Sustainable Communication Education in Nigeria. The Nigerian Journal of Communication, 21, 1-2.
Oreoluwa, P. A., Vitalis, P. O., Nneka, A. Q., Collins-Dike, J., & Ridwan, M. (2024). Online Harassment of Female Journalist in Lagos State. Polit Journal Scientific Journal of Politics, 4(3), 162-174.
Saint, EJ, Aondover, EM, Ebele, UC, & Onyejelem, TE (2024). Influence of Social Media on Newspaper Patronage among Lecturers in University Of Nigeria, Nsukka. LingLit Journal Scientific Journal for Linguistics and Literature, 5 (3), 142-157.
Schultz, F., Utz, S., & Göritz, A. (2020). Is the medium the message? Perceptions of and reactions to crisis communication via Twitter, blogs, and traditional media. Public Relations Review, 46(4), 101949.
Smith, R. D., & Judd, J. (2020). COVID-19 and crisis communication: The role of trust in public health messaging. Health Communication, 35(14), 1701–1709.
Ulmer, R. R., Sellnow, T. L., & Seeger, M. W. (2019). Effective crisis communication: Moving from crisis to opportunity (4th ed.). SAGE Publications.
Veil, S. R., Dillingham, L. L., & Sloan, A. M. (2021). Crisis communication in the 21st century: Trends and challenges. Journal of Contingencies and Crisis Management, 29(1), 12–20.
Veil, S. R., Sellnow, T. L., & Petrun Sayers, E. L. (2021). Risk and crisis communication: Navigating the tensions between organizations and the public (2nd ed.). Routledge.
Vitalis, P. O., Aondover, E. M., Ogunbola, O., Onyejelem, T. E., & Ridwan, M. (2025). Accessing Digital Divide and Implications in Nigeria: The Media Dimension. Budapest International Research and Critics Institute-Journal (BIRCI-Journal), 8(1), 1-12.
Vitalis, P. O., Onyejelem, T. E., & Okuneye, A. P. (2023). Understanding advertising in the era of social media. Information System and Smart City, 3(1), 502-502.
World Economic Forum. (2023). Global risks report 2023.
Yar’Adua, S. M., Msughter, A. E., & Garba, S. (2023). Media and National Development in Democratic Societies. Polit Journal Scientific Journal of Politics, 3(3), 105-115.
Published
2026-08-18
How to Cite
Abdullahi Aliyu Maiwada, Okuchemiya Success, & Kayode Oluwafemi Ishola. (2026). Digital Crisis Communication and Organisational Resilience in Nigeria: Analysis of Stakeholder Engagement and Reputation Recovery. Britain International of Humanities and Social Sciences (BIoHS) Journal, 8(3), 222-234. Retrieved from https://www.biarjournal.com/index.php/biohs/article/view/1587
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