Journal of value creating in Business Management

Identification and Explanation of the Dimensions and Components of Crisis Communication on Social Media in the Tax Administration Organization

Document Type : Original Article (Mixed)

Authors

Hamidreza Abdollahi 1
Ehtesham Rashidi 2
Seyed Mohammad Zargar 3

1 Department of Public Administration, Semnan Branch, Islamic Azad University, Semnan, Iran.

2 Department of Media Management, Semnan Branch, Islamic Azad University, Semnan, Iran

3 Department of Industrial Management, Semnan Branch, Islamic Azad University, Semnan, Iran

10.22034/jvcbm.2026.582376.1750
Abstract
The present study aims to identify and explain the dimensions and components of crisis communication in the context of social media (case study: the Tax Administration Organization). In terms of purpose, the research is applied–developmental, and methodologically it is a mixed-method (qualitative–quantitative) exploratory study.The statistical population in the qualitative phase consisted of 25 university professors and experts from the Tax Administration Organization who were selected through purposive sampling. The statistical population in the quantitative phase included 131 managers and specialists of the Tax Administration Organization. The sample size was determined using Cochran’s formula and selected through simple random sampling.Data were collected using semi-structured interviews and a questionnaire. In the qualitative phase, thematic analysis was employed to identify the dimensions and components. In the quantitative phase, confirmatory factor analysis using SmartPLS software was applied to test and validate the findings obtained from the qualitative stage.Based on the findings, all identified variables were confirmed. The results indicate that the development of crisis communication through the capacities of social media is a complex and multidimensional phenomenon which, if implemented in a scientific and systematic manner, can provide numerous benefits and advantages for governmental organizations.

Keywords

Crisis Management
Crisis Communication
Social Media
Advanced Communication
Modern Communication
Subjects

  • Receive Date 19 May 2026
  • Revise Date 13 June 2026
  • Accept Date 15 July 2026

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