Police and social media interface
It is undeniable that social media has become a powerful force today, not only in connecting people but also in channelling information for the world at large to know. Sites like Facebook, WhatsApp and Twitter are used by people of all walks of life for leisure, business and education. Police departments too across the globe are using online social media (OSM) to connect with citizens and inform them about public issues. For instance, in the year 2013, the Boston Police Department started updating people about Boston bombing on Twitter, 10 minutes before the national media started reporting it. Today, UP Police Twitter account can boast of having the best interface with the public.
At an international conference on social media and law enforcement held in Delhi in 2014, it was unanimously concluded that social media is a tool to spread knowledge quickly with minimal cost or effort, which could help protect the community. It also provides a forum wherein the public could pose questions to the police.
It further helps build a trustworthy relationship with the community. Police can post things like safety tips to help, engage and protect their citizens. Basically, it all comes down to getting the word out especially on subjects like community awareness.
Nevertheless, OSM is not just useful in getting the word out, but also in collecting information. Useful tip-offs regarding stolen vehicles, abduction cases and absconders, identification of missing persons, victims and accused may be obtained from the public through people’s tweets or Facebook and WhatsApp messages. Since social media sites are less intimidating than visiting a police station, people feel more comfortable interacting with the police and helping them.
Some more benefits of the use of social media by police agencies can be cited. Various policing situations such as riots and bomb blasts need mass attention in short span. Though OSM promises these conditions (vast reach with great velocity), one needs to build and sustain networks in order to get benefit. It could be an effective tool to issue advisories related to traffic management and conditions on roads.
For citizens, police pages are also useful to report issues like accidents, beggars on roadsides, police misbehaviour, police corruption etc. Hence, OSM becomes a powerful tool for police to establish effective communication and connectivity with citizens.
In a study conducted by IIIT, New Delhi, various officers of different police departments believed OSM was helpful in investigations to obtain clues to solve cases as every activity on OSM left a trace. They found information like friend list, location, and photos, helpful in solving cases.
In the same study, many officers further believed that OSM could be helpful in monitoring rumours that manifest in violent public upsurge. Thirteen officers in the study said that they would like to use online social media to understand public mood and public sentiment. This knowledge could help them strategize policing activities.
However, for all its advantages, OSM is something of a double edged sword. There have been instances when security related information has been revealed in OSM or such posts have been put up that have tended to encourage police indiscipline.
Instances of hacking of Twitter and Facebook account are uncommon now. Therefore, there is a need to have detailed guidelines on creating OSM including settings that one should have, images to be used, verification etc.
These settings may be different for different organizations, e.g. Traffic Police vs. Cyber Cell. Guidelines regarding subject/content to be posted e.g. awareness programmes, reputation building, intelligence collection etc. should be streamlined. However, citizens’ privacy must be ensured as police explore OSM for connecting with them.
Last but not the least, criticism should be handled well and be treated only as a fillip to galvanise the force to perform better.