THE USE OF SOCIAL MEDIA IN CRISIS MANAGEMENT: A CASE STUDY OF THE MINISTRY OF HEALTH IN JORDAN

Abstract Social media platforms are considered essential tools that have transformed communication methods in society, especially following the outbreak of the COVID-19 pandemic in 2019. These platforms played a vital role in health crisis management, as the Ministry of Health in Jordan extensively used them to disseminate health information, raise public awareness about preventive measures, and engage directly with the community during the COVID-19 crisis. In this context, challenges faced by health authorities in managing information during the pandemic have emerged, as social media became the primary platform for information dissemination and community interaction. This raises questions about the effectiveness of these platforms in crisis management and ways to enhance their use in the future. The aim of this study is to analyze the role of social media in managing health crises through a case study of the Jordanian Ministry of Health during the COVID-19 pandemic. It also seeks to understand individuals’ motivations for using these platforms and to measure the extent to which they benefited from the available health information. The study employed a descriptive and evaluative methodology to analyze the use of social media in spreading health information and promoting health awareness during the crisis, focusing on measuring their effectiveness in improving community response. A sample of 400 individuals from Jordanian society was selected for the study. The results showed a positive correlation between the use of social media and the effectiveness of health crisis management, demonstrating the platforms’ active role in information dissemination and health awareness enhancement. It was also found that individuals’ benefit from this information contributed to increased satisfaction with the role of social media in managing the crisis. The study recommends enhancing the use of social media for disseminating health information during future crises, emphasizing transparency and credibility in news delivery. It also suggests establishing official platforms to ensure the accuracy of information and reduce the spread of rumors.