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Social Media For Security

Social Media For Security. Understanding How To Communicate In Crisis Situations And Why It Needs To Be A Part Of Your Strategy. Lauri Stevens & Scott Mills. Case Studies. Toronto, ON. Toronto Police. G20 Social Media Plan. More on Toronto #g20 SM attack Other.

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Social Media For Security

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  1. Social Media For Security Understanding How To Communicate In Crisis Situations And Why It Needs To Be A Part Of Your Strategy Lauri Stevens & Scott Mills

  2. Case Studies Toronto, ON

  3. Toronto Police G20 Social Media Plan More on Toronto #g20 SM attack Other

  4. 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)

  5. 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

  6. 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

  7. Faces of Toronto Police Social Media During G20 The Night Shift (6pm-6am) Cst Scott Mills @TorontoPolice The Day Shift Sgt Tim Burrows @TrafficServices

  8. 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

  9. 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

  10. 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

  11. 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

  12. 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

  13. 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 police • police were stopping social media updates • Was not the case • Reached out for help but it all happened fast

  14. 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

  15. 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

  16. 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

  17. 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

  18. Social Media Strategy • It’s not about the • Wild, Wild West • It IS about Governance • Strategy • Policies • Proactive management of • every situation

  19. 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)

  20. Controlling the virtual scene

  21. Social Media For Security Toronto Police Service / Laws Communications 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 Lauri Stevens, 978.764.9887 @lawscomm www.ConnectedCOPS.net www.TheSMILEConference.com LinkedIn.com/in/lauristevens Facebook.com/TheSMILEConference Facebook.com/lawscomm

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