Abstract:

Abstract: Social media has become the most used and active way of communication; however, studies that look at social media use in crisis management are in their growing stage. Thus, this study analyses these growing body of knowledge that researched into social media and crisis management. A review was undertaken between October 2017 to January 2018 which entails sourcing and retrieving materials from an electronic database. The findings of this review confirmed that the growth of social media has transformed crisis communication landscape because it allows more interactivity. Still, a crisis could also be catalysed by social media because of its nature. This signifies that the crisis can be created in social media, as well as distributed by social media, respectively.  Yet, the potential of social media as a crisis resolution tool is indisputable.  It has the potential to prove a statement, to dispel untrue rumours or just to show the fact. Hence, practitioners are encouraged to know thoroughly how social media works and the best way to manipulate it to communicate with their stakeholders. Additional findings are also shown in this study, along with limitations and meaningful suggestion for scholars and practitioners interested in understanding the impact of social media in crisis communication and management.  Keywords:  Crisis, crisis management, crisis communication, information, social media

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