ISSN: 2222-6990
Open access
This article aims to reconstruct a digital crisis communication model grounded in public trust to address information disorder on social media, with particular attention to Generation Z and the Strawberry Generation phenomenon. This research uses a qualitative literature review, analyzing 15 well-regarded national and international articles published over the last ten years. The literature was analyzed thematically to identify patterns related to crisis communication, misinformation, disinformation, digital media, public trust, and youth resilience. The findings indicate that effective digital crisis communication requires more than rapid clarification. It should integrate early detection, social listening, transparency, message consistency, fact-checking, two-way communication, empathy, and public engagement. The discussion further shows that public trust should be developed as critical public trust, enabling citizens to trust institutions while maintaining the ability to verify information critically. Generation Z should therefore be positioned not merely as information consumers but as active partners in strengthening information resilience. The study concludes that a proactive, participatory, and trust-based communication model is needed to address digital information crises. Future research should empirically test the proposed model across different generations and institutional contexts.
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