Crisis Communications in the Digital Era: Managing Information in Times of Uncertainty

Background: The digital era has revolutionised crisis communication, enabling rapid dissemination of information through digital platforms such as social media, news websites, and instant messaging applications. While these platforms provide opportunities for immediate engagement and public awareness during crises, they also introduce significant challenges, including the spread of misinformation, loss of narrative control, and fragmented audience engagement. Objective: The study investigated the strategies Dangote Cement PLC, Gboko, Nigeria adopt in managing and disseminating accurate information on digital platforms during crises. Method: The study adopted a mixed-methods approach, combining qualitative and quantitative data collection techniques. The qualitative component involved in-depth interviews with some management staff of Dangote Cement PLC Gboko, Benue Statae, Nigeria, while 400 copies of questionnaire were administered to other staff members of the organisation. Data analysis was done using descriptive statistics and presented using frequency tables. Results: The findings reveal that real-time monitoring, transparent communication, and the use of digital tools such as sentiment analysis and fact-checking are critical in mitigating misinformation and maintaining public trust. Conclusion: The study concludes that Dangote Cement PLC Gboko adopts proactive, transparent, and technologically supported approaches to crisis communication. Unique Contribution: This study has offered new insight on how real-time monitoring, transparent communication, and the use of digital tools are critical in mitigating misinformation and maintaining public trust during crisis. Hopefully, policymakers, organization managers, and communication experts will find this fresh insight useful in planning future strategies in managing crisis especially in the digital era. Key Recommendation: Dangote Cement PLC Gboko should invest in tools that enable real-time monitoring of social media and digital platforms to quickly identify and address misinformation and should also establish clear protocols for crisis communication so as to ensure a coordinated and consistent response across all digital channels.