Understanding How To Communicate In Crisis Situations And Why It Needs To Be

A Part Of Your Strategy

Social Media For Security

Lauri Stevens & Scott Mills

Case StudiesToronto, ON

Toronto PoliceG20 Social Media Plan

More on Toronto#g20SM attack Other

What Is TPS “Corp Comm” Official statements from Toronto Police Service Processes all traditional media requests for TPS 3 Media Relations Officers (Sworn Police Officers) 1 Social Media Officer (Sworn Officer since April/2010) 1 Issues Management (Civilian) 1 Communications Coordinator (Civilian) 1 Director of Communications (Civilian) 1 Writer/Photographer (Civilian) 3 Admin/Support Staff (Civilian Clerks)

The People of TPS Corp Comm Director Mark Pugash Issues Management Meaghan Gray Communications Coordinator George Christopolous MRO Cst Wendy Drummond MRO Cst Tony Vella MRO Cst Isabelle Cotton Writer/Photog Kevin Masterman Admin/Writer Ron Fanfair Clerks: Alma Benemerito / Henny Salcedo Webmaster: Pedja Ljubomirovic

Evolution ofPolice Social Media for G20

Cst George Tucker of the Toronto G20 Preparation Team wanted to use social media to alert the public to disruptions in advance of the G20

Toronto Deputy Chief Peter Sloly @DeputySloly wished social media strategy to be adapted by Toronto Police Service on a sustainable basis

Toronto Crime Stoppers were using social media since 2007 to engage public to submit anonymous tips to prevent/solve crime

Sgt Tim Burrows @TrafficServices was using social media to update public on traffic in Toronto

Faces of Toronto Police Social Media During G20

The Night Shift (6pm-6am) Cst Scott Mills@TorontoPolice

The Day Shift Sgt Tim Burrows @TrafficServices

Integrated Security Unit (ISU)Led By RCMP (Lead)

www.Twitter.com/G8G20ISUca

www.Facebook.com/G8G20ISUca

Marco Battilana (Civilian)

Experience at 2010 Olympics social media

Based out of Barrie

Updates throughout event

Pre- Event Press ConferencesPosted to TPS Social Media

Social Media was prepared and kept adding to it

Posted to www.TorontoPolice.on.ca by Corp Comm team

Informed public what to expect during G20 weekend

www.Youtube.com/TorontoPolice

www.Facebook.com/TorontoPolice

www.Twitter.com/TorontoPolice

During Event-Social Media Updates Drove Traditional Media

At one point when police cars were on fire tweet “Toronto Police are coordinating a response” was read by newscaster on CP24 news 30 seconds after it was tweeted onto @TorontoPolice twitter account

During Event 2 Way DialogueHelpful to Citizens

Many questions asked and answered

Questions answered in public view on Twitter and Facebook created transparency and informed public

Some protesters were very critical - tried to answer questions as best we could

Challenges

Had enough staff asssigned to traditional media

Needed more training of media officers on social media and have more of them updating to a central feed or hash tag

One officer assigned not enough due to overwhelming volume

When major protests were happening public started sending video evidence via social media and e-mail

E-Mail address getting official feed from ISU jammed and it contained evidence that had to be captured to unjam capacity of e-mail inbox

Sunday Night Protest In RainQueen and Spadina

Was busy emptying ‘inbox’ and couldn’t do 2 things at once

Followers got really upset and started to unfollow

Sentiment was that things were now going bad for policepolice were stopping social media updates

Was not the case

Reached out for help but it all happened fast

Complaints Against Police

Info on how to report complaints about police posted

Toronto Police Twitter and Facebook

www.OIPRD.com

Special Investigations Unit are in charge of many cases

Social Media is new - not all agencies have adapted policy

@Ont_Ombudsman use of social media is excellent and example for all to use in government

Post Event Relationships+Technology Social Media allowed the officer to explain the challenges

Nothing replaces good relations of trust before and after an event

Criticisms delivered directly to the decision makers

Highly critical credible media source @Spaiken

Tweets delivered to Chief Blair

@Spaiken told Chief he couldn’t believe that the Chief had read them

Good relationships led to an in depth interview on The Agenda between Steve Paiken and Chief Blair

Strategy For Crisis Comms Use Twitter, Facebook, Youtube, Blogs + emerging social media Adequately train and staff social media Take control of virtual scene by creating hash tags Contribute to virtual scene by tweeting in to existing hash tags Work well with community partners @PrideTO @TDSB_Official #g20 hash tag #ctgun #54gun #14gun Drive traditional media using social media Take a TEAM approach Link twitter to Facebook and Facebook to Twitter 24/7 coverage

Toronto Police Social MediaPolicy And Governance

Purpose - Process - Payoff

Lauri Stevens @LawsComm is networked with law enforcement internationally

Strength of LawsCommunications is background in media, education - civilian perspective from the outside looking in that will foster BEST PRACTICES and IMPROVED COMMUNITY SAFETY

Social Media Project Plan For Toronto Police Service

Social Media Strategy

It’s not about the Wild, Wild West

It IS about GovernanceStrategyPoliciesProactive management of every situation

Social Media Strategy

Implementing SMILE (SMIG) with governance

C.O.P.P.S. Social Media Method•Citizens (Who)•Objectives (What)•Plan (Where and How)•Policy (How and Why)•Schedule (When)

Controlling the virtual scene

Toronto Police Service / Laws Communications

Lauri Stevens, 978.764.9887 @lawscomm www.ConnectedCOPS.net

www.TheSMILEConference.comLinkedIn.com/in/lauristevens

Facebook.com/TheSMILEConferenceFacebook.com/lawscomm

Social Media For Security

Scott Mills, 647-449-2801 @GraffitiBMXCop www.TorontoPolice.on.ca

www.InternetViolencePrevention.com www.NoToGangs.org

www.Facebook.com/ScotMills www.Facebook.com/ScotMills2

www.Youtube.com/LegalGraffitiArt