The Social Media Beat

Social Media: More than Just a Tool

Social Media: More than Just a Tool

By Chris Hsiung

Chris Hsiung

Captain Chris Hsiung commands the Field Operations Division at the Mountain View Police Department in California. You can follow him on Twitter @chMtnViewPD.

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Does your agency deploy social media as a communication tool used by a select few or is it a philosophy that is embraced in your organization from the top down?  As a tool, there’s no question social media has become a “game changing” method for reaching our communities. However, the use of social media has far greater potential and dividends in an organization when thought of and instilled as a department philosophy.

When the Mountain View Police Department (CA) first started actively using social media in the summer of 2012, we viewed it as a tool that had great potential in reaching our tech savvy community.  Content management and day-to-day posts were managed by one person but the rest of the department (patrol, detectives, records, and dispatch) continued on, independent of the mission and goals of the social media unit.  Fast forward a few months later and the department made the strategic decision to shift to a social media "philosophy" that touched every work unit within the department.  Command staff, patrol teams, detective units, administrative staff, dispatchers, and records units were all presented with the overall department social media strategy and how each of their respective work units could contribute to and benefit from social media.  

What does this look like?  An early "win" for MVPD came in the summer of 2013 when our community was hit with a spike in daytime residential burglaries.  Intel suggested burglars posing as solicitors were targeting homes when no one came to the door.  Just prior to "going live" with a social media campaign asking the community to report suspicious people in their neighborhoods, dispatchers were asked to immediately broadcast suspicious persons calls, in lieu of pending them for available units, and patrol teams were primed to be ready for residents calling in as a result of the social media blast.  Within a day, officers responding to calls from community members successfully apprehended multiple persons responsible for the burglaries.  The community helped us catch these criminals and in the end and we thanked them in our blog post on the incident.  However, our social media philosophy didn't stop there.  The community responded in kind, leaving numerous comments of gratitude and praise on our Twitter, Facebook and blog pages.  These comments, in turn, were printed out and posted on our department bulletin board for everyone in the department to see.

Social media is often considered an external component to an organization's communication plan.  However, your organization can benefit greatly when social media is harnessed as an internal messaging and communication method as well.  In a recent blog post about finding meaning on the job, @AdamMGrant, an award winning workplace dynamics professor at @Wharton School, explains that finding "purpose" and "meaning" on the job has consistently ranked as a top priority for workers.  Furthermore, "...when we see the direct consequences of our jobs for others, we find greater meaning."  And, as Susan Dominus explains in her New York Times article on Grant, "The greatest untapped source of motivation is a sense of service to others."  How does this translate in a police department's social media philosophy?  Whether your officers and staff are social media savvy users or not, when they see the community they serve flooding their department social media channels with consistent praise and gratitude, it provides them purpose and meaning for the difficult job they do every day (and counteracts the negative stereotypes common in our industry). We often hear about law enforcement consistently ranking high among trusted institutions in our country but this seems hard to grasp when we're routinely dealing with the public during critical or negative events.  Social media has effectively bridged that gap and made it exponentially easier for the supportive public majority to reach out, engage, and thank officers on a daily basis.
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    About This Blog

    So you have found, or perhaps stumbled upon, The Social Media Beat, the blog for the IACP Center for Social Media Web site. The Social Media Beat is about three things: social media, law enforcement, and perspective. Here you will find a fresh outlook on the issues that are affecting law enforcement agencies and their personnel when it comes to social media.

    Social media is taking the world by storm. Social networks, blogs, photo and video sharing sites, and virtual communities are changing the way people live, work, and play. These tools present unique opportunities as well as challenges to the law enforcement community.  The Social Media Beat brings together a team of bloggers who will speak directly to you about hot topics and current issues.

    Bloggers include IACP staff and practitioners in the field who can provide a unique front-line perspective. Our team cares about social media and wants to ensure that law enforcement across the country are knowledgeable and well-equipped to incorporate this technology.

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    About the Authors

    Dionne Waugh

    Dionne Waugh is the social media guru for the Richmond Police Department. As a member of the Department's Public Affairs Unit since September 2008, she created and developed the agency's successful use of social media and continues to try and find new ways to improve the way Richmond Police communicate online. She has spoken about law enforcement and social media at more than a dozen conferences across the country in addition to the past four IACP annual conferences. Waugh is a former newspaper reporter who wrote about crime, police, and the court system for six years. That experience and an ingrained curiosity for what makes people tick has fueled her desire to improve communication between people. Follow Dionne on Twitter @RichmondPolice.

    IACP Center for Social Media

    IACP's Center for Social Media serves as a clearinghouse of information and no-cost resources to help law enforcement personnel to develop or enhance their agency's use of social media and integrate Web 2.0 tools into agency operations. The Center is funded by the Bureau of Justice Assistance, Office of Justice Programs, U.S. Department of Justice.

    Leon Robertson

    Officer Leon Robertson is the Social Media Coordinator for the Hampton Police Division. Robertson has developed internationally recognized public safety messages, including the Jingle Bells “Holiday Safety Remix” in December 2013. He has extensive experience in graphic design, video & audio production, and managing various social media platforms. You can follow Officer Robertson’s efforts with the Hampton Police Division on Facebook, Twitter, and YouTube.

    Tracy Phillips

    Tracy is a Senior Project Specialist with the IACP. She is responsible for managing the day-to-day operation of the DiscoverPolicing.org Web site and coordinating the site's social networking plan. In addition, Ms. Phillips provides writing, editorial, and technical assistance on a variety of association projects and activities, including police management studies, job analyses, executives searches, federal grants, and various research projects and proposals. She has more than 10 years of experience in state and local government, including work as a management analyst, performance auditor, and crime analyst. Ms. Phillips holds a master's degree in public administration from the University of Georgia and a bachelor's from Clemson University.

    Want to hear more from Tracy Phillips? Follow her and the Discover Policing team on TwitterFacebook, and on the Inside Discover Policing blog. You can also network with other police recruitment professionals in the Law Enforcement Recruitment LinkedIn group.

    Dave Norris

    Sergeant Dave Norris is a 21 year veteran of the City of San Mateo Police Department. He has worked in a number of positions including Juvenile Detective, Field Training Officer, Narcotics Detective, and Patrol Supervisor. Dave is currently assigned to Community and Media Relations and oversees day-to-day functions that involve the relationship between the police, the community, and the media. Dave is dedicated to the increase of community engagement through the use of social media. Under his management, San Mateo PD's direct subscribers to community alerts and public safety messaging has grown from several hundred to over 22,000.

    Chris Hsiung

    Captain Chris Hsiung commands the Field Operations Division at the Mountain View Police Department in California. Through the department Community Action and Information Unit (CAIU), he manages strategy, community engagement, and growth through the police department social media channels. Chris has been serving the Mountain View community for over 19 years and has held a variety of assignments within MVPD. These include detective assignments in Property Crimes, Person Crimes, and High Tech Crimes as well as collateral assignments on SWAT and the Field Evidence Team. He also serves on the planning committee for the Bay Area Law Enforcement Social Media Group (BALESMG). You can follow him on Twitter @chMtnViewPD.

    Lynn Hightower

    Lynn is the Communications Director and Public Information Officer for the Boise Police Department and has served in that role since October, 2003. Lynn also serves at the PIO for the Boise Fire Department. Lynn authors and manages the social media outreach for Boise Police and often acts as media spokesperson. She advises officers from patrol to command staff on media and public communications skills. Lynn joined the Boise Police Department after 17 years as a television reporter, producer, anchor, and news director. Lynn regularly instructs new officers at the Boise Police Academy and has given media and public communications presentations to dozens of federal, state, and local emergency responder agencies. Follow Lynn and Boise Police on Twitter @BoisePD.

    Billy Grogan

    Billy Grogan is the Chief of Police for the Dunwoody Police Department in Georgia. Chief Grogan was hired on December 17, 2008, after serving 28 years with the Marietta, Georgia, Police Department, to start a brand new department. On April 1, 2009, the Dunwoody Police Department began operations with 40 sworn officers and eight civilians providing police services to the 47,000+ residents of the City of Dunwoody. Chief Grogan embraced the use of social media from day one of operations. The Dunwoody Police Department began using Twitter the first day and has added Facebook, YouTube, Pinterest, and Vine to their arsenal since then as effective tools to market their department and engage their community. Chief Grogan has written about the benefits of law enforcements use of social media, participated in several social media focus groups and lectured at the IACP, Georgia Association of Chiefs of Police Conference, COPS Conference, and many other venues. Follow Chief Grogan on Twitter @ChiefGrogan and the Dunwoody Police Department @DunwoodyPolice.

    Mark Economou

    Mark Economou is the Public Information Officer for the Boca Raton Police Department in Boca Raton, Florida. His media and public relations background spans nearly 20 years. Spending nearly 15 years in radio and television news, Economou held many positions from assignment editor, reporter, anchor, and executive editor. After that, he served as the Director of Media Relations for Cote & D'Ambrosio, a Public Relations, Marketing and Advertising firm in Wickford, RI. He then served as head of Media Relations for Citizens Bank of Rhode Island, the 9th largest bank in the United States. Follow Mark on Twitter @BocaPolice.

    Frank Domizio

    Corporal Frank Domizio has been with the Philadelphia Police Department since 1997. He is currently assigned to the FBI’s Regional Computer Forensics Lab as a Forensic Examiner. Previously he was assigned to the Department's Office of Media Relations and Public Affairs where he was the Social and Digital Media Manager. Frank has spoke at several industry conferences and major universities on the topics of social media and content strategy.

    Tim Burrows

    Tim Burrows is a Sergeant with the Toronto Police - Traffic Services Unit. His primary role is the supervisor for strategic communications and media relations related to traffic issues within the geographical boundaries of Toronto. Tim was appointed to the Traffic Services Communications Office in 2008 with the mandate to raise the profile of traffic issues within the mindset of the general public. In an effort to enhance traffic safety and to control the timing and full scope of messaging, he has developed a targeted information stream using social media to expand the Toronto Police Service span of influence within the Toronto community and beyond with the goal of reducing collisions, injury, and death in Toronto. Using Twitter, Facebook, YouTube, and Blogs, Tim has pushed information about traffic safety to the citizens of Toronto and has opened the lines of communication to allow for collaborative efforts with community groups, road users, and individuals.

    Guest Blogger

    The Social Media Beat periodically features guest bloggers who share their perspective on the topic of social media and law enforcement. These individuals are law enforcement professionals; sworn and civilian personnel from agencies of all types and sizes throughout the world. If you are interested in guest blogging, please send your request to socialmedia@theiacp.org. All bloggers must be affiliated with a law enforcement agency or educational institution. We cannot accept blog entries from vendors or others working in a for-profit capacity.

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