CBN Not on Fire – A Case Study in Crisis Communication 2018
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A sudden burst of heavy smoke from a faulty generator at the Central Bank of Nigeria headquarters on May 1, 2018 triggered widespread rumours on social media that the building was on fire. Because it was a public holiday and most officials were away, amateur photos and videos circulated rapidly—especially on WhatsApp—creating panic and misinformation. From London, CBN’s spokesperson, Isaac Okorafor, quickly coordinated a crisis‑communication response with Image Merchants Promotion Limited (IMPR) and the bank’s Corporate Communications team. Using WhatsApp messages, calls, videos, and photos, he issued a clear statement confirming that there was no fire, only smoke from a malfunctioning generator. Staff and well‑wishers amplified the counter‑narrative across social and mainstream media.
The campaign unfolded in stages: verifying the situation on ground, crafting an immediate press release, disseminating updates through WhatsApp and other platforms, livestreaming the building to show no damage, and facilitating media access for independent confirmation. Within hours, major news outlets updated their reports, and over 75% of media coverage became fair and favourable. The swift digital response protected CBN’s reputation, prevented financial panic, strengthened stakeholder confidence, and enhanced the crisis‑management skills of its communication officers. The case demonstrated the power of real‑time social media engagement—especially WhatsApp—in countering fake news and managing institutional crises effectively.
