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Dutch police,
crisiscommunication and
social media
Universiteit Twente
Faculty of Behavioural, Management & Social Science...
Who am I?
• Natalie Hensen
• Sociology MA
• Loving social media!
What I did/do...
2004-2008
• Policy officer
Library Leidschendam-Voorburg
2008-2015
• Advisor digital media
Police Utrecht...
Online communication at the
police
• It all started somewhere in 2009…
• Now > 1.800 police accounts on Twitter
and Facebo...
Online communication at the
police
• Workshops Twitter/Facebook
• Digital awareness
• Do’s and don’ts
This went viral
This too…
And this…
Dilemmas
• How to choose platforms?
• What about sleeping accounts?
• Which approach fits the police better:
instrumental ...
Social media & crises
• Which crisis or big incident in the world in
the last year can you name?
• In what way did social ...
2Social media & crisis
communication
A few Dutch examples…
• Project X Haren
• Missing boys Ruben & Julian
• Intruder in n...
Project X Haren
Missing boys Ruben & Julian
Intruder in news studio
Intruder in news studio
Social media & crisis
communication
• It’s about trust
• Building a relationship with the public
comes in handy in crises
...
Social media & crisis
communication
137,000
Crisis communication at the
police
• Crisis communications team – 2012
• Different internal roles
Crisis communication at the
police
• Analist
• Advisor
• Spokesperson
• Logistics experts
• Editor
• Q&A specialist
• Soci...
Crisis communication at the
police
Analist:
• Information
• Signification
• Action perspective
Crisis communication at the
police
• Crisis communications team – 2012
• Different internal roles
• Contra speakers
• Unit...
Interview
• Dick van Gooswilligen, head
Crisis Communications Team
• Marco Leeuwerink, team leader
Crisis Communications T...
Interview
To conclude
• Immense impact of social media on crises
• The online world is always changing
• The governmental organisati...
BONUS
To really feel what impact social media has on
a crisis:
• Take one and follow it for a while
• What would you have ...
Questions?
Resources
Amongst others:
• Twitter/Instagram/YouTube/Flickr
• Telegraaf.nl
• Nltimes.nl
• NOS.nl
• RTLXL.nl
• https://tim...
Dutch police, social media & crisiscommunication
Dutch police, social media & crisiscommunication
Dutch police, social media & crisiscommunication
Dutch police, social media & crisiscommunication
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Dutch police, social media & crisiscommunication

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Gastcollege voor studenten van de faculteit Behavioural, Management and Social Sciences van de universiteit Twente, gegeven op 25 maart 2015.
Het interview met Dick van Gooswilligen en Marco Leeuwerink staat hier: https://www.youtube.com/watch?v=73__2AXUhpo

Published in: Government & Nonprofit
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Dutch police, social media & crisiscommunication

  1. 1. Dutch police, crisiscommunication and social media Universiteit Twente Faculty of Behavioural, Management & Social Sciences March 25th 2015
  2. 2. Who am I? • Natalie Hensen • Sociology MA • Loving social media!
  3. 3. What I did/do... 2004-2008 • Policy officer Library Leidschendam-Voorburg 2008-2015 • Advisor digital media Police Utrecht/Midden-Nederland Now • Online communications advisor Conclusion Communication
  4. 4. Online communication at the police • It all started somewhere in 2009… • Now > 1.800 police accounts on Twitter and Facebook • Connect with citizens
  5. 5. Online communication at the police • Workshops Twitter/Facebook • Digital awareness • Do’s and don’ts
  6. 6. This went viral
  7. 7. This too…
  8. 8. And this…
  9. 9. Dilemmas • How to choose platforms? • What about sleeping accounts? • Which approach fits the police better: instrumental or expressive approach?
  10. 10. Social media & crises • Which crisis or big incident in the world in the last year can you name? • In what way did social media influence the crisis?
  11. 11. 2Social media & crisis communication A few Dutch examples… • Project X Haren • Missing boys Ruben & Julian • Intruder in news studio
  12. 12. Project X Haren
  13. 13. Missing boys Ruben & Julian
  14. 14. Intruder in news studio
  15. 15. Intruder in news studio
  16. 16. Social media & crisis communication • It’s about trust • Building a relationship with the public comes in handy in crises • The speed is a challenge • 80% of a crisis = communication
  17. 17. Social media & crisis communication 137,000
  18. 18. Crisis communication at the police • Crisis communications team – 2012 • Different internal roles
  19. 19. Crisis communication at the police • Analist • Advisor • Spokesperson • Logistics experts • Editor • Q&A specialist • Social media specialist
  20. 20. Crisis communication at the police Analist: • Information • Signification • Action perspective
  21. 21. Crisis communication at the police • Crisis communications team – 2012 • Different internal roles • Contra speakers • Unit CCTs
  22. 22. Interview • Dick van Gooswilligen, head Crisis Communications Team • Marco Leeuwerink, team leader Crisis Communications Team and senior communications advisor innovation
  23. 23. Interview
  24. 24. To conclude • Immense impact of social media on crises • The online world is always changing • The governmental organisations need to find a way to deal with that
  25. 25. BONUS To really feel what impact social media has on a crisis: • Take one and follow it for a while • What would you have done differently (in the communication)?
  26. 26. Questions?
  27. 27. Resources Amongst others: • Twitter/Instagram/YouTube/Flickr • Telegraaf.nl • Nltimes.nl • NOS.nl • RTLXL.nl • https://timedotcom.files.wordpress.com/ • http://socialmediadna.nl/online-onderzoek-mh17/ • http://www.omroepwest.nl/nieuws/23-07-2014/sociale-media-vol-met-steunbetuigingen-om- nabestaanden-slachtoffers-mh17 • http://www.rijksoverheid.nl/documenten-en-publicaties/rapporten/2013/03/08/twee-werelden- hoofdrapport-commissie-project-x-haren.html

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