Police use of social media during a crisis

Abstract

This study examines how social media is used during a crisis among six police services in Ontario, Alberta and New Brunswick. Using in-depth interviews with ten police personnel, both civilian and officers, involved in communications, the findings suggest most of the crisis communications plans use guidelines of timeliness, accuracy and cooperation focused on the goal of the operation rather than checklists. The research also looks at how the two-way symmetrical communications model alters during crisis and whether checklists of functions are applicable in a crisis.