An investigation on the extent of utilisation of Social Networking Sites in crisis management of public secondary schools in Nairobi County, Westlands Sub-County

Abstract

This research study investigated the role of Social Networking Sites (SNS) in communication during crises in public secondary educational institutions within Westlands Sub County – Nairobi County. There has been increased usage of communication tools such as the Social Networking Sites (SNS). SNS are virtual communities where users create profiles to interact with people on shared interests. Every organisation encounter crises at some point, and public schools are no exception. SNS has been used to either propagate or crisis. The research was done using a mixed method, incorporating qualitative and quantitative data. Data was collected from principals, teachers, parents, union and MOE officials within the Nairobi County, Westlands Sub-County using questionnaires and interviews. Data was presented descriptively through percentages, figures and tables. The results showed (78%) of the respondents identified SNS as communication platforms used in crisis management in schools. The results depicted high usage of platforms such as WhatsApp and Facebook. In addition, (71%) of parents preferred venting their grievances on SNSs before addressing them with the school. However, they were reluctant to communicate with the administration on the same platforms. About (15%) of administrators used the SNS platforms for communication during a crisis. The study findings will be useful to managers of public schools and other stakeholder of education in Kenya.