2025: Crisis Management Days Conference Proceedings
International and EU security, Public health aspects of crises and local community preparedness, Crisis situation analyses and learned lessons

Crisis Communication of Public Institutions on Social Media

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  • Ana Mirenić,
  • Tamara Čendo Metzinger,
  • Lucija Stanilović
Ana Mirenić
University of Applied Sciences Velika Gorica
Tamara Čendo Metzinger
VVG
Lucija Stanilović
University of Applied Sciences Velika Gorica

Published 2025-11-16

Keywords

  • Crisis communication,
  • social media,
  • media literacy,
  • earthquake,
  • pandemic

How to Cite

Mirenić, A., Čendo Metzinger, T., & Stanilović, L. (2025). Crisis Communication of Public Institutions on Social Media. Crisis Management Days. Retrieved from https://ojs.vvg.hr/index.php/DKU/article/view/787

Copyright (c) 2025 Ana Mirenić, Tamara Čendo Metzinger, Lucija Stanilović

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Abstract

The topic of this paper is the crisis communication of public institutions during the earthquakes and the pandemic in the Republic of Croatia. The research focuses on both the challenges and the potential that social media platforms offer in times of crisis. During such periods, the demand for timely and accurate information significantly increases, and in today's digital age, social media plays a key role in message dissemination and public engagement.

This paper is based on a theoretical framework that encompasses key concepts of crisis communication, media literacy, the phenomenon of misinformation (fake news), and the role of social media in shaping public opinion. Through the analysis of real-life examples, the paper explores how Croatian institutions used digital platforms to inform the public, assess crisis events, and manage emergency situations, all of which require rapid, accurate, and reliable communication.

Special attention is given to the communication strategies employed by the Croatian Institute of Public Health (HZJZ) and the Government of the Republic of Croatia during the COVID-19 pandemic, as well as in the aftermath of the devastating earthquake in Sisak-Moslavina County. By analysing these institutions' communication strategies and key decision-making processes, the study aims to evaluate the effectiveness of their approaches and their impact on public trust in government institutions.

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