International Journal of Sub-Saharan African Research (IJSSAR)

Background: Social media has emerged as a critical channel for government communication in the digital era, particularly during crises when timely information, public reassurance, and trust-building are essential. In Nigeria, recurrent national emergencies such as the COVID-19 pandemic and the #EndSARS protests have intensified government reliance on social media platforms for crisis response. However, public trust in government communication remains contested, especially in environments characterised by misinformation, political scepticism, and heightened public scrutiny.
Objective: This study examined the role of Social Media on Public Trust in Government Crisis Communication in Nigeria, using the Situational Crisis Communication Theory (SCCT) as the guiding theoretical framework.
Method: The study adopted a content analysis research design. Official social media posts and public comments from verified Nigerian government accounts on Twitter (X) and Facebook were analysed. Data were drawn from two major crisis contexts: the COVID-19 pandemic and the #EndSARS protests. Government messages were examined alongside audience reactions to assess communication strategies, public sentiment, and indicators of trust. Results: Findings revealed notable differences in public reactions across crisis contexts. Government crisis communication during the #EndSARS protests attracted predominantly negative public responses (60%), reflecting distrust and perceived communication failure. In contrast, communication during the COVID-19 pandemic generated more balanced reactions, with 40% positive and 30% negative responses. Overall, the effectiveness of government crisis messaging was strongly influenced by message consistency, transparency, and perceived credibility.
Conclusion: The study concludes that while social media offers significant opportunities for effective government crisis communication in Nigeria, its success in fostering public trust depends mainly on how messages are framed, delivered, and sustained. Inconsistencies, delayed responses, and credibility gaps undermine public confidence, particularly during politically sensitive crises.
Unique Contribution: This study provides empirical evidence into the differential impact of government social media communication across distinct crisis types in Nigeria, highlighting how public trust is shaped not merely by platform use but by strategic communication choices within crisis contexts.
Key Recommendation: The study recommends that government agencies adopt more proactive, transparent, and responsive digital crisis communication strategies. Continuous engagement, prompt clarification of misinformation, and trust-centred messaging are essential for strengthening public confidence in government during future crises.