The Role of Social Media in Mitigating Risks During Civil Unrest: The Case of the 2021 Looting in KwaZulu-Natal

This study examines the role of social media in mitigating risks during the 2021 unrest and looting in KwaZulu-Natal (KZN), South Africa. It investigates how social media platforms were used to disseminate critical information, alert communities to potential risks, and facilitate public safety during the crisis. A quantitative approach was employed, with data collected through a Google Forms questionnaire from 299 respondents who were active social media users and witnessed the event. The findings reveal that a significant majority of respondents (56.5% agreed, 26.1% strongly agreed) recognised social media’s vital role in providing timely alerts about potential risks during the unrest. Additionally, 60.9% of respondents believed social media updates on road closures and safety warnings were helpful. The study also highlights the role of social media in coordinating post-crisis recovery efforts, with campaigns like #LootingMustFall receiving widespread support. The research concludes that social media is an essential tool in crisis communication, but challenges such as misinformation need addressing. Recommendations include strengthening collaboration between local governments and social media platforms, developing crisis management plans, and promoting public awareness of responsible social media use. Future research could explore the dynamics of social media interactions during crises and their impact on public behaviour and perceptions.