Abstract
Social media strategy—like any strategy—for safety and security organizations should be based on up-to-date situational awareness, i.e., knowledge of the various security needs of citizens and communities. It is therefore important to evaluate the underlying generative mechanisms behind the security problems such as low levels of trust or lack of intercultural skills within the police. This chapter discusses Service Design Concepts for policing in social media. It aims at offering police forces and their partners a better understanding of local needs and suggests the service design canvas as a tool for improving policing services. The service design canvas could assist in constructing the social media strategy, to build safety and security not only for but with the communities and citizens.
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Notes
- 1.
ISAR+ project: Website date: 20 June 2016; project website: isar.i112.eu.
- 2.
Soteria project: Website date: 19 December 2016; project website: soteria.i112.eu.
- 3.
IRC-galleria (IRC-gallery) was founded in 2000 as a photo gallery for the Finnish-speaking users of Internet Relay Chat (IRC). The site reports to have over 450,000 users, whose average age is 26 years (https://irc-galleria.net/). During the early years, the majority of the virtual community members were younger teenagers. Since then, other more global social networking sites like YouTube, Snapchat and Instagram have gained more popularity among the Finnish youth.
- 4.
Links to different channels see: http://www.poliisi.fi/
- 5.
The fundamental vision of the Unity-project (2015), funded by the EU Horizon2020 program, was to strengthen the connection between the police and stakeholders to improve the safety and security of communities and citizens. Besides enhancing community policing practices, UNITY has developed technological tools for communication and collaborative problem solving and piloted these tools in eight European countries. For more see CORDIS, EU Research results platform: https://cordis.europa.eu/project/rcn/194893/factsheet/en
- 6.
The original business model canvas is distributed under a Creative Commons license from Strategyzer AG and can be used without any restrictions for modelling businesses.
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Kujanpää, O., Pylväs, K., Jukarainen, P., Houtsonen, J., Taponen, J. (2019). How to Make Community-Oriented Policing Customer Oriented: A Service Design Concept for Policing in Social Media. In: Akhgar, B., Bayerl, P.S., Leventakis, G. (eds) Social Media Strategy in Policing. Security Informatics and Law Enforcement. Springer, Cham. https://doi.org/10.1007/978-3-030-22002-0_4
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