The digital age has brought many changes in the way organizations communicate with their publics. With the establishment of social networks, new challenges emerged when it comes to successful crisis communication. However, the possibilities and limitations of social networks through the experience and expectations of their users could have so far only been presumed. This research paper has addressed the topic of social networks’ potentials in crisis communication through questioning and analysis of 450 Internet users, out of which 447 are users of at least one social network. With the emphasis on Facebook and Twitter as social networks with the greatest reach, the work allowed insight into the fans’ perception of social networks’ fan pages. This was addressed though evaluation of social networks as a media for efficient crisis communication, separately and in relation to other media and through analyzing the social networks users’ expectations of the organization itself, as well as of community managers. The research questionnaire followed three hypotheses that confirmed the potential of social networks in crisis communication. The questionnaire was distributed in January 2018. The results of the research are applicable for use in the process of social networks communication planning and the formation of crisis manuals.