Impact of Effective Crisis Management on an Organization and it's Stakeholders: A Case Study of MTN Ghana

Abstract

This study examined the impact and importance of having a crisis communication plan. It studied the internal communication channels used by MTN in communicating crisis related information to them. An in-depth interview was conducted with the MTN Public Relations Manager. In addition, a survey was conducted on 100 employees from five MTN Regions and the results analyzed in frequencies and tables. This study was premised on the systems theory. The findings revealed that MTN’s crisis communication strategy involved series of organizational meetings with employees at the head, regional and district offices. The strategy had been integrated into the organizational culture where existing communication channels and processes were adopted in communicating future crisis. It was also observed that durbar remained employees’ most effective channel; though telephone calls, departmental meeting, social media and company website were also considered effective channels of communicating crisis-related information. In addition, social media was most preferred because communication through it is prompt, consistent, and easily accessible and it enhances effective communication. The study recommended that more efforts be geared towards making the crisis preparedness information readily available and accessible to all employees.