Police Communication Protocol

SACRAMENTO STATE

Problem Statement• The Sacramento State Police Department recognizes

that a communication protocol is essential to ensure a coordinated and informed approach to media and public relations activity. Equally, to prevent confusion on areas of responsibility it is necessary to consider the key roles of the respective parties. The protocol is designed to ensure a good working relationship with the community and also to maximize the opportunity to promote and enhance awareness of shared messages on crime reduction, performance and community reassurance.

Objectives• To enhance the transparency, quality, timeliness and

accuracy of public information.• To promote a close working relationship between

department personnel and the community.• To promote and enhance awareness of shared

messages on crime reduction, performance and community reassurance.

• To reduce the possibility of conflicting messages issued due to lack of advance communication between parties.

Team Members• Chief Mark Iwasa, Police Department - PIO• Serena Fuson, Police Department - Project Lead• All Personnel, Police Department - Suppliers

Project Timeline & Milestones• Defined the process/project goal.• Defined the significant suppliers to the process.• Defined the inputs.• Defined the desired process.• Defined the outputs.• Defined the customers.

Findings• The Sacramento State Police Department’s

process/project goal is to post non-emergency information to the community.

• The significant suppliers include the Chief (PIO), the Police Communication Protocol Project Lead, Lieutenants, Sergeants, Corporals, Detectives, Officers, Dispatchers and Administrative Personnel.

• The inputs include non-emergency information, photographs, and video.

• The desired process is releasing relevant non-emergency information to the community from the Sacramento State Police Department.

Findings Continued• The outputs include community postings via email,

the department webpage, Facebook, Twitter, SacSend, press releases, written statements, interviews, verbal statements, press conferences, statutory information (annual report), public campaigns, internal communications and public information posters.

• The customers include faculty, staff, students, alumni, media stations (news) and the extended community.

Solutions• Department personnel receive word of a non-

emergency incident that could be helpful if released to the community.

• The information is sent to the Police Communication Protocol Project Lead.

• A decision is made whether to send information physically and/or electronically.

• A draft is created which includes information, pictures and/or video.

• The draft is sent to the Chief/PIO for approval.• Edits are made if needed.

Solutions Continued• Information is posted.• The process is complete when the non-emergency is

no longer perceived as an impact to the community.

Results• By implementing the new Police Communication

Protocol, the Sacramento State Police Department has maximized its opportunity to promote and enhance awareness, while at the same time ensuring a good working relationship with the community.

Results Continued

Social Media Pre (July 2012) Post (May 2013)Facebook 832 16,254

Twitter 103 944

The department has also increased its reach with the community via social media: