1. 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

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 of Police 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 Conferences Posted to TPS Social Media  Social Media was prepared and kept adding to it  Posted to www.TorontoPolice.on.ca by Corp Comm teamwww.TorontoPolice.on.ca  Informed public what to expect during G20 weekend  www.Youtube.com/TorontoPolice www.Youtube.com/TorontoPolice  www.Facebook.com/TorontoPolice www.Facebook.com/TorontoPolice  www.Twitter.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 Dialogue Helpful 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 Rain Queen 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 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 Media Policy 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. Toronto Police Service / Laws Communications Lauri Stevens, 978.764.9887 @lawscomm www.ConnectedCOPS.net www.TheSMILEConference.com LinkedIn.com/in/lauristevens Facebook.com/TheSMILEConference Facebook.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