Identification of Social Media Crisis Management Indicators in the Education System of Mazandaran Province

Abstract

This study aimed to identify and conceptualize key indicators for managing crises arising from social media in the educational system of Mazandaran Province. The research was applied in purpose and qualitative in nature, employing an exploratory sequential design. First, a systematic review of theoretical foundations, domestic and international studies, and relevant policy documents was conducted. Then, through purposive sampling and based on theoretical saturation, 11 experts in crisis management, media, information technology, and education were selected. Data were collected using semi-structured interviews and analyzed through thematic analysis and a three-stage coding process (open, axial, and selective) with MAXQDA software. To refine and validate the indicators, a multi-round Delphi method with field experts was implemented. Data trustworthiness was ensured by member checking, external audit, and inter-coder agreement. Analysis revealed 130 initial codes, refined to 94 concepts and organized into 31 key components. These were grouped into seven core dimensions of social media crisis management: prevention and preparedness, crisis detection and identification, response and reaction, recovery and rebuilding, technology and information infrastructure, socio-cultural aspects, and legal and policy frameworks. The resulting conceptual model comprehensively covers the crisis management cycle from readiness to post-crisis learning. The proposed model provides an integrated framework to systematically manage social media crises in education. It supports informed decision-making, enhances media resilience, and safeguards students’ cultural and social well-being.