Utilisation of facebook and twitter for official corporate communication: a case of Milimani Law Court

Abstract

This study explores the utilization of Facebook and Twitter for official corporate communication in the Milimani Law Court, focusing on the impact of integrating social media platforms into the court's communication structure. Before the 2010 constitutional promulgation, the Judiciary in Kenya was considered a closed institution, accessible only to a privileged few. Recognizing the need for improved communication processes and increased public interaction, social media platforms were introduced to provide a more transparent and interactive platform for the court. The study employed a qualitative approach, using a case study design and purposive sampling. Semi- structured interviews were conducted with 35 participants, including members from the judiciary's communication department, lawyers, students, common citizens, judges, magistrates, and an administrative officer at the Milimani Law Courts. Additionally, content analysis was performed on 200 posts and comments from the official Judiciary verified handles on Facebook and Twitter. Drawing upon the Excellence Theory of Corporate Communication and the Technology Acceptance Model, the study findings indicate that Facebook and Twitter have enabled the Milimani Law Court to reach a wider audience and establish a two-way communication channel, fostering the court's development and public trust. However, despite the Judiciary's adoption of these social media platforms, the study reveals that they are yet to fully leverage their potential. The study's results emphasize the importance of social media in enhancing transparency and engagement between the court and the public. By utilizing Facebook and Twitter effectively, the Milimani Law Court can enhance its corporate communication, expand its reach, and strengthen public trust. These findings have broader implications for the global audience, highlighting the transformative potential of social media in judicial institutions, ultimately contributing to a more accessible and accountable justice system.