Analysis Of Crisis Preparedness In Corporate Institutions In The Digital Age: A Study Of Telecel Ghana

Abstract

This study examined crisis preparedness in corporate institutions in the digital age using Telecel Ghana as a qualitative case study. It explored how the company prepares for and manages crises, the digital tools it employs for crisis communication, the challenges encountered, and the effectiveness of strategies used to address misinformation. A qualitative case study design was adopted, drawing on semi structured interviews with purposively selected eight (8) staff in Telecel Ghana’s External Affairs function. The findings show that Telecel Ghana has formal crisis management structures, documented plans and cross functional teams that support a relatively high level of preparedness, including clear escalation procedures and regular internal coordination. The study also found that social listening tools, official social media channels, the corporate website, news media relations and the call centre are central to digital crisis communication, although these mechanisms are sometimes stretched by limited personnel, tool integration gaps and the rapid spread of misinformation. Overall, the study concludes that Telecel Ghana has a strong foundation for digital crisis management but would benefit from deeper investment in analytics capabilities, continuous staff training, structured simulations and closer collaboration with regulators to enhance future crisis resilience.