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Cited by 128Public Relations and Crisis CommunicationMisinformation and Its ImpactsDisaster Management and Resilience

Social media trust: Fighting misinformation in the time of crisis

Open access
Shahbazi, Maryam, Bunker, Deborah·2024·International Journal of Information Management
DOI 10.1016/j.ijinfomgt.2024.102780
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Abstract

During crises, the proliferation of misinformation, often termed "infodemics," can severely compromise Shared Situational Awareness (SSA) and impede effective response. With the advent of technology, social media platforms have become crucial tools for response agencies to counteract misinformation and promote SSA. Yet, the intricate dynamics between information dissemination, communication strategies, and trust, especially in the digital realm, remain underexplored. This research looks at the utilisation of technology, specifically social media platforms like Facebook, by response agencies to navigate the challenges of infodemics. Drawing from Seppänen et al. (2013) SSA model, we identified potential risks in digital crisis communication strategies that might undermine public trust and SSA. We used a netnographic analysis of the response agencies’ social media pages, supplemented by field interviews with agency representatives. Our findings contribute to the fields of Information Systems (IS) and communication by 1) highlighting the potential of technology, particularly social media, in crisis communication and misinformation mitigation, 2) identifying the risks and pitfalls of leveraging digital platforms during crises, and 3) underlying the consequences of diminishing public trust in official digital information channels, offering insights into mitigating misinformation and improving crisis response.

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Crossref · 10.1016/j.ijinfomgt.2024.102780

Cites

133 of 133 references verified0 citation errors · 0 not checkable

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  • Fake accounts are used to influence civic belief, change the work atmosphere, and destroy confidence in social networks.

    “Fake accounts are used to influence civic belief, change the work atmosphere, and destroy confidence in social networks.”

    From Instagram fake profile detection using an ensemble learning method (2025) · cites this paper as [14]

  • Frequent exposure to emotionally manipulative content can increase emotions of mistrust and skepticism toward social media as well as interpersonal connections.

    “Additionally, frequent exposure to emotionally manipulative content can increase emotions of mistrust and skeptics toward the social media as well as interpersonal connections.”

    From The Psycho-Emotive Effects of AI-Generated Fake News on Social Media Users (2026) · cites this paper as Shahbazi & Bunker, 2024

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Authors
Shahbazi, M., & Bunker, D.
Affiliations
  • UNSW Sydney (AU)
  • The University of Sydney (AU)
Corresponding author
Shahbazi, Maryam
Venue
International Journal of Information Management
Publisher
Elsevier BV
Published
2024-08
Volume
77
Pages
102780
ISSN
0268-4012 (ISSN-L)
DOI
10.1016/j.ijinfomgt.2024.102780
OpenAlex
W4392978142
Cited by
126
References
140
Citations by year
2026: 43 · 2025: 65 · 2024: 18
FWCI
105.74
Type
journal article
Language
en
Open access
Licence
Locations
International Journal of Information Management (publishedVersion, cc-by)
Topics
  • Social Sciences › Communication › Public Relations and Crisis Communication
  • Social Sciences › Sociology and Political Science › Misinformation and Its Impacts
  • Social Sciences › Sociology and Political Science › Disaster Management and Resilience
Keywords
trust in social media, misinformation, infodemic, crisis communication, shared situational awareness, Facebook, public trust, netnography

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