This document summarizes Natalie Hensen's presentation on the use of social media by Dutch police for crisis communication. It discusses how the police started using social media like Twitter and Facebook in 2009 to connect with citizens. It also provides examples of how social media influenced crises in the Netherlands like Project X Haren, missing boys Ruben and Julian, and an intruder in a news studio. Furthermore, it outlines the police's crisis communications team established in 2012 and their roles like analyst, advisor, and social media specialist. The presentation emphasizes how social media has had an immense impact on crises and that government organizations must adapt to changes in the online world.
Social media monitoring crisis management tno nifv congres 2012TNO
TNO laat zien hoe monitoring en analyse van sociale media, oftewel ‘slim kijken’ in de grote informatiebron, optimaal kan bijdragen aan slim communiceren en betere
risico- en crisisbeheersing. In de workshop worden toepassingsvoorbeelden getoond voor zowel de 'koude' als de 'warme' fase van crisisbeheersing. Dilemma’s als sociale beïnvloeding en ethiek worden bediscussieerd, maar ook wordt getoond wat er momenteel mogelijk is met diverse sociale media monitoring tools.
Nick Keane, Digital Engagement Business Adviser, College of PolicingCSSaunders
A presentation by Nick Keane, Digital Engagement Business Adviser, College of Policing on digital engagement and public confidence, delivered at the Police Foundation's annual conference 'Policing and Justice for a Digital Age'.
EACD 2nd Coaching Day Lisbon which will be about "On Lobby & Public Affairs | A transparent added-value strategic manner of managing political communication and Issues Management". This event will be held on November 11th in partnership with EDP.
We look forward to welcoming our speakers:
- Yolanda Ramon, Director AGENDA Public Affairs, Inforpress
- Jorge Pinto, EU Consultant and Programme Expert and Accredited Lobbyist at EC
- Maria Ashiqin, Managing Director of Ethic Construction and Trading S/B and Director of Lubri Oil Corporation (M) Sdn Bhd.
This document discusses political communication in Malaysia and managing crisis. It notes that populations are more urbanized, affluent, and connected due to technology and development changes. The public trust in government is collapsing as governments face complex global problems. It examines how political communication has changed in Malaysia in the era of global connectivity and increased social media influence. It also discusses the government's plans to manage the crisis of confidence, including embracing greater transparency, participation, and reforms to distance from money politics.
Social Media Management @ Social Media Class EPFLYan Luong
The document discusses the role of social media managers and community managers. It outlines that a social media manager's job involves social media monitoring, contextual and predictive offers/ads, community management and value co-creation, and crowd-sourcing activities. The manager monitors conversations on various social media platforms to understand trends, feedback, and crisis situations. They also use social media as a tool to inform, entertain, co-create, innovate, crowdsource, crowdsell, crowdrent, and crowdfund for their organization. The presentation provides examples of how various companies utilize social media in these ways.
This document provides information about an advanced communication seminar on optimizing social media strategies for public administrations and institutions. The two-day seminar will be held on March 5-6, 2015 in Berlin and will provide public sector professionals with practical strategies and lessons learned for effectively managing social media with limited budgets. Speakers include experts from the European Commission and Brighton City Council. Participants will learn about trends in social media, case studies, engagement strategies, and participate in a workshop to develop a social media campaign.
This document provides guidance on developing a social media strategy for voluntary and community organizations. It discusses determining objectives and target audiences, choosing appropriate social media tools, and implementing a plan. The document emphasizes establishing goals before selecting tools, focusing on key audiences, and using social media to enhance but not replace other communication methods. Examples are provided of how organizations have used social media for marketing, fundraising, productivity and communication. Attendees are encouraged to consider their goals and try out social media tools and websites.
Social media monitoring crisis management tno nifv congres 2012TNO
TNO laat zien hoe monitoring en analyse van sociale media, oftewel ‘slim kijken’ in de grote informatiebron, optimaal kan bijdragen aan slim communiceren en betere
risico- en crisisbeheersing. In de workshop worden toepassingsvoorbeelden getoond voor zowel de 'koude' als de 'warme' fase van crisisbeheersing. Dilemma’s als sociale beïnvloeding en ethiek worden bediscussieerd, maar ook wordt getoond wat er momenteel mogelijk is met diverse sociale media monitoring tools.
Nick Keane, Digital Engagement Business Adviser, College of PolicingCSSaunders
A presentation by Nick Keane, Digital Engagement Business Adviser, College of Policing on digital engagement and public confidence, delivered at the Police Foundation's annual conference 'Policing and Justice for a Digital Age'.
EACD 2nd Coaching Day Lisbon which will be about "On Lobby & Public Affairs | A transparent added-value strategic manner of managing political communication and Issues Management". This event will be held on November 11th in partnership with EDP.
We look forward to welcoming our speakers:
- Yolanda Ramon, Director AGENDA Public Affairs, Inforpress
- Jorge Pinto, EU Consultant and Programme Expert and Accredited Lobbyist at EC
- Maria Ashiqin, Managing Director of Ethic Construction and Trading S/B and Director of Lubri Oil Corporation (M) Sdn Bhd.
This document discusses political communication in Malaysia and managing crisis. It notes that populations are more urbanized, affluent, and connected due to technology and development changes. The public trust in government is collapsing as governments face complex global problems. It examines how political communication has changed in Malaysia in the era of global connectivity and increased social media influence. It also discusses the government's plans to manage the crisis of confidence, including embracing greater transparency, participation, and reforms to distance from money politics.
Social Media Management @ Social Media Class EPFLYan Luong
The document discusses the role of social media managers and community managers. It outlines that a social media manager's job involves social media monitoring, contextual and predictive offers/ads, community management and value co-creation, and crowd-sourcing activities. The manager monitors conversations on various social media platforms to understand trends, feedback, and crisis situations. They also use social media as a tool to inform, entertain, co-create, innovate, crowdsource, crowdsell, crowdrent, and crowdfund for their organization. The presentation provides examples of how various companies utilize social media in these ways.
This document provides information about an advanced communication seminar on optimizing social media strategies for public administrations and institutions. The two-day seminar will be held on March 5-6, 2015 in Berlin and will provide public sector professionals with practical strategies and lessons learned for effectively managing social media with limited budgets. Speakers include experts from the European Commission and Brighton City Council. Participants will learn about trends in social media, case studies, engagement strategies, and participate in a workshop to develop a social media campaign.
This document provides guidance on developing a social media strategy for voluntary and community organizations. It discusses determining objectives and target audiences, choosing appropriate social media tools, and implementing a plan. The document emphasizes establishing goals before selecting tools, focusing on key audiences, and using social media to enhance but not replace other communication methods. Examples are provided of how organizations have used social media for marketing, fundraising, productivity and communication. Attendees are encouraged to consider their goals and try out social media tools and websites.
Media and Information Literacy for Informed Citizens in the Digital AgeSheila Webber
These are slides from a webinar given by faculty in the University of sheffield Information School on 22 March 2019. The recording of the webinar is here https://sheffield.adobeconnect.com/pf8k3h0qn1ys
Sheila Webber chaired the session, and the panellists were: Dr Pam McKinney, Dr Sophie Rutter and Dr Laura Sbaffi
Links from the slides are here http://information-literacy.blogspot.com/2019/03/media-and-information-literacy-for.html
Presentation the Hague University on Digital Public Affairs, 14 october 2012Hanneke Verhelst
On Monday 14 October I gave lecture on Digital Public Affairs to students of The Hague University. The presentation is updated with figures from a research on the usage of digital information sources by Dutch MPs. For more details on this research please check: http://fleishman.nl/2012/08/online-communication-important-for-mps-points-of-view/?lang=en
This webinar presents promising practices from, "The Rise of Social Government," a report from the University of Pennsylvania's Fels Institute of Government, based on a survey of over 100 cities and 20 in-depth interviews with government administrators about their uses of social media.
1) In late 2011, Danilo Medina was campaigning for president of the Dominican Republic. His campaign launched an initiative called "Ponte pa' tu país" to engage citizens, especially youth, and raise the level of political debate.
2) The initiative created a virtual platform for citizens to submit proposals on issues like education, infrastructure, and the environment regardless of political affiliation. Citizens could then vote on and comment on proposals.
3) Over 3027 proposals were submitted, with 32 being incorporated into Medina's government plan. The initiative helped grow his social media following and engaged over 4425 voters. It was the first of its kind in Latin America and the Caribbean to directly incorporate citizen proposals
Emergency Management in the age of social convergencePatrice Cloutier
Conference on social media use in emergency management given at the Social Media in Government Conference on Oct. 3, 2011 for the Conference Board of Canada.
The document summarizes an agenda for a meeting on public participation in public health issues related to epidemics and pandemics.
The agenda includes an introduction to public participation, its history and definitions. It discusses the rationale for public participation, including moral, instrumental and substantial reasons. It also outlines different forms of public participation and engagement methods.
A case study on the ASSET project is presented, which utilized citizen engagement methods including informational materials, public discussions to inform problem setting, and follow-up dissemination of results to policymakers. Reflection questions address the strengths and weaknesses of the ASSET method and how it could be improved.
Digital diplomacy empowering 21 century diplomat in the conduct of diplomacySaeed Al Dhaheri
This document discusses the rise of digital diplomacy and its importance in the 21st century. It defines digital diplomacy as the use of internet technologies and social media by governments and diplomats to conduct public diplomacy. Many foreign ministries have developed digital diplomacy strategies in response and now engage with citizens online. However, practice still varies and challenges remain around information security and developing dialogue-based engagement over monologues. Overall, digital tools are becoming essential for diplomats, but traditional diplomacy still underpins strategies.
2015 05 19 - From # to impact - presentation at OECD Development Communicatio...Arthur Mickoleit
1) The document discusses the role of social media in public sector organizations and provides guidelines for its use.
2) It provides examples of how government agencies like the Spanish national police have successfully used social media to engage users and fulfill their core missions.
3) The document outlines important considerations for public sector organizations in developing a social media strategy, such as understanding target audiences, which platforms they use, how to leverage personal and corporate accounts, and setting governance guidelines.
Social Media Canvass For Crime Prevention SMILE Conference Vancouver by Scott...Scott Mills
The police can broaden their reach from one person/one door to many by thinking to patrol/canvass the virtual world simultaneously when walking the beat and/or conducting a door to door canvass in search of a suspect. By doing check
Social media: new opportunities and challenges for FE college communicationsTracy Playle
Presentation delivered to regional groups of the Association of Colleges (AoC), July 2009. Please note that images used in this presentation must not be copied and re-used. Many of them can individually be purchased through istockphoto.
Social Media as means of communication for law enforcement agenciesMchael Wirz
The Zurich City Police developed a social media strategy to communicate with citizens as 20% regularly use social media. A "wake up call" event in 2008 showed the police were unaware of citizen activities online. A survey found citizens support police use of social media like Facebook and Twitter. The strategy's objectives are warning, prevention, and improving relationships. It establishes a social media center of excellence to approve and coordinate all police social media use according to binding guidelines. The goal is to establish credible online ambassadors while managing risks.
The document discusses elements of successful communications including using social media and storytelling. It emphasizes that stories are more effective than data at conveying important messages and motivating action. Examples are provided of how to develop a communications strategy, capture compelling stories, and leverage social media platforms like Facebook, Twitter, and photo contests to engage audiences and spread an organization's message.
Social indicator - Identifying Influencers And Measuring Their Success On Soc...Gabriella Fonseca Ribeiro
Social Indicator’s theoretical framework and scores provide a reliable and transparent method to identify influencers and measure their success by analysing engagement, supporting comparisons with other accounts and providing better insights to determine ROI in the social media landscape.
www.socialindicator.nl
Digital and social media in Public AffairsSteffen Moller
Digital and social media can support traditional public affairs activities in several ways:
1) By establishing online presences and distributing content that policymakers and other stakeholders access regularly, such as websites, blogs, and Wikipedia pages.
2) By using social media like Twitter and LinkedIn to potentially connect with targets and build professional relationships and alliances.
3) By monitoring digital channels like blogs, tweets, and online communities to gather intelligence on issues.
Public affairs is also expanding to engage a wider range of political actors and appeal to values as well as facts. Digital tools are well-suited for storytelling, mobilization, and grassroots engagement activities. However, resources, attitudes, and policies
Benchmarking Your Initiatives: Findings from 2014 Survey of Social Media in A...Michael Stoner
This presentation was given at the CASE Social Media & Community Conference in Marina Del Rey on 19 March 2014. It provides initial findings and observations from the 2014 Survey of Social Media & Advancement sponsored by CASE, Huron Education, and mStoner, Inc.
Benchmarking Your Initiatives: Findings from 2014 Survey of Social Media in A...mStoner, Inc.
This presentation was given at the CASE Social Media & Community Conference in Marina Del Rey on 19 March 2014. It provides initial findings and observations from the 2014 Survey of Social Media & Advancement sponsored by CASE, Huron Education, and mStoner, Inc.
2014 CASE SMC Conference Presentation HandoutmStoner, Inc.
This document summarizes the findings of the 2014 Survey of Social Media in Advancement conducted by CASE, Huron Consulting Group, and mStoner. Some key findings include:
- Facebook, Twitter, LinkedIn, YouTube, and Instagram are the most commonly used social media channels. Twitter saw the largest increase in being identified as the most successful channel for goals.
- Less than half of respondents said their institution's leader has a social media presence, most commonly on Twitter. Few measure the effectiveness of these efforts.
- Email is still seen as more successful than social media for most goals. However, more institutions are using social media for fundraising and have raised increasing amounts that way.
The use of social media to consult and engage with the public about developme...David Girling
This brief presentation explores ways in which policymakers can use social media to engage and consult various publics about their programmes and research outcomes.
The document discusses strategies and best practices for using social media in government communications. It notes that while 50% of cities have no official Facebook presence, social media can increase transparency, accountability and citizen participation when used correctly. The document outlines developing goals and measurable objectives, researching audience needs, creating engaging content, integrating online and offline efforts, and measuring return on engagement and insight. It emphasizes the importance of strategic planning, active listening, and establishing social media policies and moderation guidelines.
Media and Information Literacy for Informed Citizens in the Digital AgeSheila Webber
These are slides from a webinar given by faculty in the University of sheffield Information School on 22 March 2019. The recording of the webinar is here https://sheffield.adobeconnect.com/pf8k3h0qn1ys
Sheila Webber chaired the session, and the panellists were: Dr Pam McKinney, Dr Sophie Rutter and Dr Laura Sbaffi
Links from the slides are here http://information-literacy.blogspot.com/2019/03/media-and-information-literacy-for.html
Presentation the Hague University on Digital Public Affairs, 14 october 2012Hanneke Verhelst
On Monday 14 October I gave lecture on Digital Public Affairs to students of The Hague University. The presentation is updated with figures from a research on the usage of digital information sources by Dutch MPs. For more details on this research please check: http://fleishman.nl/2012/08/online-communication-important-for-mps-points-of-view/?lang=en
This webinar presents promising practices from, "The Rise of Social Government," a report from the University of Pennsylvania's Fels Institute of Government, based on a survey of over 100 cities and 20 in-depth interviews with government administrators about their uses of social media.
1) In late 2011, Danilo Medina was campaigning for president of the Dominican Republic. His campaign launched an initiative called "Ponte pa' tu país" to engage citizens, especially youth, and raise the level of political debate.
2) The initiative created a virtual platform for citizens to submit proposals on issues like education, infrastructure, and the environment regardless of political affiliation. Citizens could then vote on and comment on proposals.
3) Over 3027 proposals were submitted, with 32 being incorporated into Medina's government plan. The initiative helped grow his social media following and engaged over 4425 voters. It was the first of its kind in Latin America and the Caribbean to directly incorporate citizen proposals
Emergency Management in the age of social convergencePatrice Cloutier
Conference on social media use in emergency management given at the Social Media in Government Conference on Oct. 3, 2011 for the Conference Board of Canada.
The document summarizes an agenda for a meeting on public participation in public health issues related to epidemics and pandemics.
The agenda includes an introduction to public participation, its history and definitions. It discusses the rationale for public participation, including moral, instrumental and substantial reasons. It also outlines different forms of public participation and engagement methods.
A case study on the ASSET project is presented, which utilized citizen engagement methods including informational materials, public discussions to inform problem setting, and follow-up dissemination of results to policymakers. Reflection questions address the strengths and weaknesses of the ASSET method and how it could be improved.
Digital diplomacy empowering 21 century diplomat in the conduct of diplomacySaeed Al Dhaheri
This document discusses the rise of digital diplomacy and its importance in the 21st century. It defines digital diplomacy as the use of internet technologies and social media by governments and diplomats to conduct public diplomacy. Many foreign ministries have developed digital diplomacy strategies in response and now engage with citizens online. However, practice still varies and challenges remain around information security and developing dialogue-based engagement over monologues. Overall, digital tools are becoming essential for diplomats, but traditional diplomacy still underpins strategies.
2015 05 19 - From # to impact - presentation at OECD Development Communicatio...Arthur Mickoleit
1) The document discusses the role of social media in public sector organizations and provides guidelines for its use.
2) It provides examples of how government agencies like the Spanish national police have successfully used social media to engage users and fulfill their core missions.
3) The document outlines important considerations for public sector organizations in developing a social media strategy, such as understanding target audiences, which platforms they use, how to leverage personal and corporate accounts, and setting governance guidelines.
Social Media Canvass For Crime Prevention SMILE Conference Vancouver by Scott...Scott Mills
The police can broaden their reach from one person/one door to many by thinking to patrol/canvass the virtual world simultaneously when walking the beat and/or conducting a door to door canvass in search of a suspect. By doing check
Social media: new opportunities and challenges for FE college communicationsTracy Playle
Presentation delivered to regional groups of the Association of Colleges (AoC), July 2009. Please note that images used in this presentation must not be copied and re-used. Many of them can individually be purchased through istockphoto.
Social Media as means of communication for law enforcement agenciesMchael Wirz
The Zurich City Police developed a social media strategy to communicate with citizens as 20% regularly use social media. A "wake up call" event in 2008 showed the police were unaware of citizen activities online. A survey found citizens support police use of social media like Facebook and Twitter. The strategy's objectives are warning, prevention, and improving relationships. It establishes a social media center of excellence to approve and coordinate all police social media use according to binding guidelines. The goal is to establish credible online ambassadors while managing risks.
The document discusses elements of successful communications including using social media and storytelling. It emphasizes that stories are more effective than data at conveying important messages and motivating action. Examples are provided of how to develop a communications strategy, capture compelling stories, and leverage social media platforms like Facebook, Twitter, and photo contests to engage audiences and spread an organization's message.
Social indicator - Identifying Influencers And Measuring Their Success On Soc...Gabriella Fonseca Ribeiro
Social Indicator’s theoretical framework and scores provide a reliable and transparent method to identify influencers and measure their success by analysing engagement, supporting comparisons with other accounts and providing better insights to determine ROI in the social media landscape.
www.socialindicator.nl
Digital and social media in Public AffairsSteffen Moller
Digital and social media can support traditional public affairs activities in several ways:
1) By establishing online presences and distributing content that policymakers and other stakeholders access regularly, such as websites, blogs, and Wikipedia pages.
2) By using social media like Twitter and LinkedIn to potentially connect with targets and build professional relationships and alliances.
3) By monitoring digital channels like blogs, tweets, and online communities to gather intelligence on issues.
Public affairs is also expanding to engage a wider range of political actors and appeal to values as well as facts. Digital tools are well-suited for storytelling, mobilization, and grassroots engagement activities. However, resources, attitudes, and policies
Benchmarking Your Initiatives: Findings from 2014 Survey of Social Media in A...Michael Stoner
This presentation was given at the CASE Social Media & Community Conference in Marina Del Rey on 19 March 2014. It provides initial findings and observations from the 2014 Survey of Social Media & Advancement sponsored by CASE, Huron Education, and mStoner, Inc.
Benchmarking Your Initiatives: Findings from 2014 Survey of Social Media in A...mStoner, Inc.
This presentation was given at the CASE Social Media & Community Conference in Marina Del Rey on 19 March 2014. It provides initial findings and observations from the 2014 Survey of Social Media & Advancement sponsored by CASE, Huron Education, and mStoner, Inc.
2014 CASE SMC Conference Presentation HandoutmStoner, Inc.
This document summarizes the findings of the 2014 Survey of Social Media in Advancement conducted by CASE, Huron Consulting Group, and mStoner. Some key findings include:
- Facebook, Twitter, LinkedIn, YouTube, and Instagram are the most commonly used social media channels. Twitter saw the largest increase in being identified as the most successful channel for goals.
- Less than half of respondents said their institution's leader has a social media presence, most commonly on Twitter. Few measure the effectiveness of these efforts.
- Email is still seen as more successful than social media for most goals. However, more institutions are using social media for fundraising and have raised increasing amounts that way.
The use of social media to consult and engage with the public about developme...David Girling
This brief presentation explores ways in which policymakers can use social media to engage and consult various publics about their programmes and research outcomes.
The document discusses strategies and best practices for using social media in government communications. It notes that while 50% of cities have no official Facebook presence, social media can increase transparency, accountability and citizen participation when used correctly. The document outlines developing goals and measurable objectives, researching audience needs, creating engaging content, integrating online and offline efforts, and measuring return on engagement and insight. It emphasizes the importance of strategic planning, active listening, and establishing social media policies and moderation guidelines.
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2. Who am I?
• Natalie Hensen
• Sociology MA
• Loving social media!
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. Online communication at the
police
• It all started somewhere in 2009…
• Now > 1.800 police accounts on Twitter
and Facebook
• Connect with citizens
5. Online communication at the
police
• Workshops Twitter/Facebook
• Digital awareness
• Do’s and don’ts
9. Dilemmas
• How to choose platforms?
• What about sleeping accounts?
• Which approach fits the police better:
instrumental or expressive approach?
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.
12.
13.
14.
15. 2Social media & crisis
communication
A few Dutch examples…
• Project X Haren
• Missing boys Ruben & Julian
• Intruder in news studio
20. 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
22. Crisis communication at the
police
• Crisis communications team – 2012
• Different internal roles
23. Crisis communication at the
police
• Analist
• Advisor
• Spokesperson
• Logistics experts
• Editor
• Q&A specialist
• Social media specialist
24. Crisis communication at the
police
Analist:
• Information
• Signification
• Action perspective
25. Crisis communication at the
police
• Crisis communications team – 2012
• Different internal roles
• Contra speakers
• Unit CCTs
26. Interview
• Dick van Gooswilligen, head
Crisis Communications Team
• Marco Leeuwerink, team leader
Crisis Communications Team and senior
communications advisor innovation
28. 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
29. 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)?
Welcome! I’m going to tell you about the Dutch police, crisiscommunication and social media and how these are interconnected. But first, let me introduce myself.
My name is Natalie Hensen, 34 years old, I once studied Sociology at the Erasmus university in Rotterdam and I love social media. These are all tools I currently use. And I even might have missed one or two.
After my studies and some temp jobs I started as a policy officer at a local library. After 4 years, I switched to the police in Utrecht where I worked for 6,5 years. Since this month I switched jobs again and I’m now an online communications advisor at Conclusion Communication, a business services company. But, enough about me!
Feel free to ask questions at any time if you have them!
In 2009: with a few enthusiastic colleagues from different police units in Holland we started trying out Twitter for local police officers. I developed an e-learning for all police employees to get to know the online world.
Now there are a lot of social media accounts run by police officers and communications departments; they are mostly a great success!
The advantages of using social media for police officers:
It works both ways: if officers give information, they get it back, which helps their investigation work
It makes it easy for citizens to contact their local police officer
Citizens know more about the police work
The officers build authority; when there is a big incident or crisis, followers turn to their police unit or officer for information
Police officers who want to communicate using social media, got a social media workshop. I explained to them the advantages, how it works, lots of tips and tricks and also a lot examples of how to tweet or not to tweet..
It is important for everyone at the police to be aware of the impact of tweets and posts, even if they are not an actual police officer. So there were also workshops digital awareness for all other employees
Tweet from a local police officer: my new friend for the rest of my career: I will just say: don’t F with the local police officer!
Two types of reactions:
People thought it was not funny because the gun looks scary and a police officer shouldn’t joke about violence
People thought it was funny to make parody pictures, like don’t F with the happy housewife and don’t F with the town councilor
In 2014 there was a big international conference in The Hague, the Nuclear Security Summit. Many police officers were working that weekend and many politicians were there, including president Obama. He moves around in his car, The Beast.
The guy in this tweet was told by the police he was not allowed to make pictures. And later on, this is what he saw.. Police officers really live in a glass house and need to pay attention to what they do all the time. Everyone is a reporter nowadays.
The Rotterdam police thought it would be funny to do a little quiz with their followers. They posted this picture and said: “An enormous blood trail going from the Weena, Diergaardesingel to the Anna Paulownastreet. What kind of crime?” A few minutes later the answer followed: “I won’t keep you in suspence any longer: it was a fallen bucket of blood from the truck of a butcher”.
This is a typical inside joke of the police. They didn’t realise that people seeing this picture could get scared from seeing all the blood.
There are so many socialmedianetworks to join; should police officers be everywhere to reach as many citizens as possible? Or should they choose? And if so, how to choose: networks with many people, many youth, networks that fit the preference of the officers (so they stay motivated)? How to prevent there is no time for real policework anymore? With only Twitter a lot of police officers complain they have too less time to engage.
Sleeping accounts arise when the police officers are demotivated or can’t find the time to post. They can be harmful for the image of the police so they should be deleted. But is this really a wise thing to do? Others can take over the account and impersonate the police officer and maybe it is just a matter of an inspirational workshop to get the police officer tweeting or posting on Facebook again. Or are they afraid to make mistakes and be judged for it, by their boss ánd the public?Social media makes everyone a critic. So many people are watching over your shoulder to see if you slip up, checking what you missed, judging whether you were thorough enough, questioning your agenda. The whole world is watching..
In the article of Denef, Bayerl and Kaptein about the tweets from the British police during de August 2011 riots, two approaches were defined: instrumental and expressive. The question is, which is best for a unique organisation as the police? The police maintains the law, so they should be neutral and objective at all times. Does an expressive approach fit for an organisation like this? How far can you go? What kind of relationship does the police want to have with the public, and what kind fits with the most important values of the police: watchful and subservient? At this point there are many differences between the police accounts on social media. It would be interesting to see what the results of both kinds of approaches are to see if one wins over the other.
MH17 plane crash
Killings at Charlie Hebdo
Killings in Tunisian museum
Ferguson, death of Michael Brown in August 2014. Police officer charged against internet and the media. And yes, social media can be where people go to repeat what they want to hear or are already inclined to believe, on all sides.
Protesters are using Twitter, Facebook and Tumblr to spread the word about planned protest locations, sending text messages with announcements and collecting donations and supplies.
Rumors and misinterpretations appear alongside official accounts and expert analysis in a giant stew of instant commentary.
Information about the case is sooner than ever available for everyone.
MH17: in the summer of 2014 (july 17th) a plane with 298 people crashed in the Ukrain. Nobody survived and the government is still investigating why this happened, although reporters say they have evidence that the plan was shot down by a buk missile.
Many people searched the web and social media for hints on what happened exactly. They did online forensic investigation. The danger: conspiracy theories. People find evidence for the most crazy ideas about what happened. Usually that kind of people also is negative about the government and police work.
It is the first time that evidence of such a major disaster are given to the public so quickly. Intelligence departments but also blogs and news sites publish good analysis. The investigation of the truth has become open source.
Klik op RIBBON voor filmpje – who did it?
People shared the names of the victims on Twitter and Facebook. They made a mash-up on Google Maps and here you see a map with all the victims. You can find a lot of background information by searching social media.
On social media people shared their grieve for the victims and support for the family members.
So in this case people used social media to do online research and also they grieved through social media. With the black ribbon they showed support for the families of the victims.
In January this year masked gunmen, dressed in black and armed with Kalashnikov assault rifles got out and approached the offices of Charlie Hebdo, a satirical magazine. Linked to this was a hostage situation in a supermarket where also people got killed and wounded. In total they killed 12 people, 11 got wounded.
Instantly, people shared images made by the media. The Charlie Hebdo massacre was the moment when social media were where we gathered: it dominated the information we shared and reacted to.
In this case people used social media to support cartoonists and show solidarity.
Tunesian Bardo museum 18th March: 23 people died, from which 20 tourists. on social media a campaign started with the hashtag “Iwillcometotunisia”
The ”I will come to Tunisia” social media campaign is aimed at protecting the North African nation's tourism industry -- which is critical to the country's economy. The social media campaign features users holding up signs saying they will travel to the North African country.
People around the world are pledging to visit Tunisia this summer as a sign of solidarity following the deadly attack on the Bardo museum on Wednesday.
In this case people use social media to support Tunisian tourism and show solidarity.
From the previous examples you can see that it is a true challenge for the police and other governmental organisations to deal with the buzz, rumours and information overload that emerge during and after a big incident.
I will now tell you a little bit about three big incidents that happened in the Netherlands not too long ago. I will tell you about aspects that concern the crisis communication of the police and other governmental organisations.
September 2012. It was a true hype, Twitter exploded with 400.000 messages about project X Haren. Things went totallly wrong that evening.
How could this have happened?
Why was public transport still going to Haren?
Why was the village not shut down?
Why did the mayor think it was wise to take off street signs with the existence of Google Maps?
So they started a commission who researched questions like this. In March 2013 they concluded, in a report called ‘Two Worlds’:
The young people who came to Haren were mostly from the North of Holland
Hooligans did not play a part in this incident
Alcohol did the most damage
The authorities had no control from the start on what was happening and had no clear strategy, so police officers didn’t know what to do
The mayor didn’t do enough with his powers and waited too long to call for help
The mayor quit after this.
To zoom in on the crisis communication:
Underestimation is a key word here
Since there was no plan, there was bad communication, between the local government and the police for example
The police used the available expertise for monitoring internet too little and too late
The police did not intervene in the communication about the party, which was mostly on Facebook
May 2013. Divorced parents, dad takes the two sons, drives a long way and then kills himself. His dead body is found in the morning and by the time the evening falls, everyone is alarmed about the two boys. For two weeks the police searches for the missing boys, until they were found dead in a ditch. The impact of social media is enormous: many people organise searches in the woods where dad might have been. It was mainly organised through Facebook. At first, the police warned people about these spontaneous actions – it is traumatic to find dead bodies or body parts, they could mess up evidence by walking there – but in second instance the police tried to embrace the searches by accompanying the citizens. There was contact between the organisers and the police.
In the crisis communication, we:
Monitored what people knew, what questions they had, what their opinions were about the police and what they did
With this analysis, we tried our best to communicate with the public about what the police was doing to find the boys, process communication
We responded to questions on social media as best as we were able to
As soon as we could, we communicated important information about the case, so people could help us figure out what happened
Januari 2015: a man with an important message intrudes the building of the NOS with the studio of the 8 o’clock news. He demands air time and threatens to use his gun.
Remarkable: for over an hour people at home stared at a blanc tv screen saying there was a disruption. People on social media knew very fast what was happening, since reporters that fled the building were reporting about it on social media. Within 15 minutes, people had already found out who the guy with the gun was and where he lived…
Also remarkable: the news station showed images of the intruder and his arrest, without filters, over and over again. In very good quality…
The man said he was part of a hackers team that was ready for a cyber attack. There were explosives with radioactive material on eight locations in Holland. In the end it appeared that he acted alone and the gun appeared to be fake.
In the crisis communication, we did:
Monitor what people knew, what questions they had, what their opinions were about the police and what they did
Try to give as much information as possible to the public about the actions of the police. Also the mayor was very quick in trying to reassure citizens
This was such a quick intervention that it was hard to keep up with the communications
This video was shot by a reporter who followed the police going in to arrest the intruder. Although it was very risky of him to do this, there is some great footage about real police action here.
You build trust. So that if something happens, people turn to you for information. Because they trust you, they believe what you say is true. This helps in putting false rumours in the shadow and getting your own message to everyone that needs to know.
One of the great challenges is to get the organisation of the police and other governmental organisations to move as quickly as the online world does; it happens a lot that a press release with facts is not new anymore since everybody already knows all the facts. It probably took a very long while to get agreement on the message and so it was actually too late to even release it.
It is estimated that 80% of dealing with a crisis is communication! So you better be good at it.
Having great reach comes in handy in crises.
137,000 followers on the national police Twitteraccount. On 16.8 million inhabitants that is quite a big audience, with lots of influencers like journalists and famous Dutch people with many followers themselves. A lot of the corporate police Twitteraccounts have a lot of followers.
The crisis communications team exists since 2012. Founding father mr. Van Gooswilligen, he was then head of the communications department of the area of Hollands Midden, truly believed in the concept of a national team of experts that could be deployed at a local police unit in times of need, when there would be a crisis they couldn’t handle.
In a crisis, it is important to have very clear roles for all the players, so there is no miscommunication and work is done efficiently. There is always the time pressure in crises.
So you have the analists of the outside world, the advisors, the spokespersons, the logistics experts, the editors, the Q&A-specialists, social media specialists. They all do their own jobs.
First the analist gives his report of the outside world in three parts
Information: what are people talking about, what information do they have about the situation, do they have questions?
Signification: what do people think of the situation and the actions of the police?
Action perspective: what do people actually do, for example are they going to search the woods for the missing kids?
Second, the advisor reads the report of the analist and formulates the communication advice for the spokesperson.
Also the Q&A-specialist tries to answer all the questions the public has. The editors make and publish all the necessary content, on the website, social media and wherever they need to.
In real life situations, the order is not really like this, because reporters start calling the minute something happens, so you have very little time to do the analysis of the outside world first.
Besides the internal roles, there is also an external one: the contra speaker. Their role is to evaluate how the communication of the police is doing, if something is missing, if the tone of voice is right, what are reactions from the surroundings of the contra speaker? The contra speaker gives this information to the crisis communication team so they know where they can improve their communications.
There are now crisis communications teams in every one of the 10 police units in the Netherlands, but still the national team will exist as an expert team for the local police units.
Who can tell the best stuff about the CCT? The head of the CCT himself! So I interviewed him and also Marco Leeuwerink, who is team leader for the cct and also knows a lot about social media in crises.
As you have seen, social media have an immense impact on crises, in very different ways. People use it to do research, show support and solidarity and put false information or conspiracy theories in the world.
Since the online world is changing quickly and all the time, governmental organisations need to find a way to deal with that, find answers for questions and dilemmas, as I mentioned earlier.
It is estimated that 80% of dealing with a crisis is communication!
When you watch the news and look for crises, you will find many, also in companies, countries, etc. To learn more, take a crisis and analyse it. What are people saying, thinking and doing on social media? How does it influence the traditional media and what does it do to the crisis itself? What can you learn from it and what could they have done differently?
Thank you for having me and good luck with your studies!