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Dutch police,
crisiscommunication and
social media
Universiteit Twente
Faculty of Behavioural, Management & Social Sciences
March 25th 2015
What I did/do...
2004-2008• Policy officer
Library Leidschendam-Voorburg
2008-2015• Advisor digital media
Police Utrecht/Midden-Nederland
Now• Online communications advisor
Conclusion Communication
Online communication at the
police
• It all started somewhere in 2009…
• Now > 1.800 police accounts on Twitter
and Facebook
• Connect with citizens
Online communication at the
police
• Workshops Twitter/Facebook
• Digital awareness
• Do’s and don’ts
Dilemmas
• How to choose platforms?
• What about sleeping accounts?
• Which approach fits the police better:
instrumental or expressive approach?
Social media & crises
• Which crisis or big incident in the world in
the last year can you name?
• In what way did social media influence the
crisis?
2Social media & crisis
communication
A few Dutch examples…
• Project X Haren
• Missing boys Ruben & Julian
• Intruder in news studio
Project X Haren
Missing boys Ruben & Julian
Intruder in news studio
Intruder in news studio
Social media & crisis
communication
• It’s about trust
• Building a relationship with the public
comes in handy in crises
• The speed is a challenge
• 80% of a crisis = communication
Crisis communication at the
police
• Analist
• Advisor
• Spokesperson
• Logistics experts
• Editor
• Q&A specialist
• Social media specialist
Crisis communication at the
police
• Crisis communications team – 2012
• Different internal roles
• Contra speakers
• Unit CCTs
Interview
• Dick van Gooswilligen, head
Crisis Communications Team
• Marco Leeuwerink, team leader
Crisis Communications Team and senior
communications advisor innovation
To conclude
• Immense impact of social media on crises
• The online world is always changing
• The governmental organisations need to
find a way to deal with that
BONUS
To really feel what impact social media has on
a crisis:
• Take one and follow it for a while
• What would you have done differently (in the
communication)?
Resources
Amongst others:
• Twitter/Instagram/YouTube/Flickr
• Telegraaf.nl
• Nltimes.nl
• NOS.nl
• RTLXL.nl
• https://timedotcom.files.wordpress.com/
• http://socialmediadna.nl/online-onderzoek-mh17/
• http://www.omroepwest.nl/nieuws/23-07-2014/sociale-media-vol-met-steunbetuigingen-om-
nabestaanden-slachtoffers-mh17
• http://www.rijksoverheid.nl/documenten-en-publicaties/rapporten/2013/03/08/twee-werelden-
hoofdrapport-commissie-project-x-haren.html