Review Article Open Access

Applying Social Information Processing, Sensemaking, and Media Richness Theories to Data-Driven Communication for ICT Project Risk Prediction and Mitigation: The Case of Safaricom Kenya

Abstract

In the rapidly changing world of ICT project management, companies are using data-driven communication more and more to predict and reduce risks. This paper looks at how Safaricom Kenya used communication data to manage ICT project risks from June 2024 to June 2025. Based on the theories of social information processing, sense making, and media richness, the study looks at publicly available documents to show how communication platforms and data analytics help predict and reduce risks. This research advances media studies by emphasizing the strategic function of digital communication in organisational risk management within a Global South framework. The findings show that Safaricom uses a variety of communication channels and feedback loops on purpose to promote collaborative understanding, anticipate risks, and make better decisions. This shows that there is a growing need for advanced social media and communication in complex ICT environments.

Josephine Kalekye Mule*

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