Role Of Social Media in Stakeholder Engagement in Universities in Kenya

Abstract

Researchers and practitioners agree that stakeholder engagement is an important aspect of universities in the 21st century. Social media is changing the way people and businesses communicate and collaborate. Research shows that organizations struggle to develop social media management systems to engage with stakeholders. In today's digital age, social media platforms have become powerful tools for communication and engagement. However, there is limited research examining the role of social media in facilitating stakeholder engagement in universities in Kenya. Therefore, this study sought to fill this knowledge gap by exploring how social media is utilized and its impact on stakeholder engagement within the university setting. The research objectives were formulated to guide the study and include: Assessing the current use of social media platforms by universities in Kenya for stakeholder engagements: Identifying the key stakeholders involved in social media engagements by universities: Examining the benefits and challenges associated with using social media for stakeholder engagements: This study used innovation diffusion theory and excellence theory. To achieve the study objectives, a mixed-methods approach was utilized. The target group included 270 participants. The sample size was 161 participants. Stratified random sampling was used to provide representation from the various universities and departments. data were collected through questionnaires, interviews, and focus group discussions. The data were analyzed using SPSS version 26 and thematic analysis to derive meaningful insights. Analyzed quantitative data was presented through mean, frequency, and standard. The assessment of current social media used by universities indicated that they are actively utilizing platforms such as Facebook, Twitter, and Instagram to engage with their stakeholders. The identification of key stakeholders involved in social media engagements highlighted the importance of targeting students, prospective students, alumni, and the wider community. The examination of benefits and challenges associated with using social media for stakeholder engagements revealed that social media platforms provide opportunities for increased reach, immediate communication, and fostering a sense of community. However, maintaining content quality, and managing negative feedback were also identified. Furthermore, the analysis of the impact of social media on stakeholder perceptions and relationships showed that effective use of social media can enhance stakeholder satisfaction, create a positive institutional image, and foster stronger connections between universities and their stakeholders. However, ineffective use or mismanagement of social media can lead to negative perceptions and strained relationships. The paper concluded that social media plays a vital role in facilitating stakeholder engagements in universities in Kenya. Effective utilization of social media platforms leads to improved stakeholder relationships, enhanced reputation, and increased engagement with the university community. The study recommended that universities should develop a comprehensive social media strategy aligned with the university's goals and target audience and regularly monitor and analyze social media engagement metrics to evaluate effectiveness. This study contributes to the existing literature by providing insights specific to the context of universities in Kenya and emphasizing the significance of social media in stakeholder engagements