Police battle networking sites to break bad news

April 14th, 2011 § 0 comments § permalink

Police tasked with telling families about a loved one’s death claim social networking is turning the sensitive job into a race against time.

A senior member of Lothian and Borders Police said details of a fatal stabbing witnessed by members of the public had been posted online within ten minutes. He added: ‘His family learned he was dead about one minute later when they got a call from someone who had seen it on Facebook. By the time we managed to get officers to their home to break the tragic news, they already knew. It is now a matter of routine to make these visits as quickly as we possibly can, often without the detailed preparation we would once have made, because it is by no means uncommon for the news to have reached victims’ families long before we do.’

Trained officers must now break the news before it is spread through social networks.

Trained officers must now break the news before it is spread through social networks.

In another case, detailed pictures of forensic officers working at the site where a body had been found were shared on the internet. The source said: ‘People tweet what they had for breakfast, they put their daily routine on Facebook in the sort of minute detail that leaves people like me wondering who would care. Ten years ago, if these people witnessed a murder, they’d have called the police. Now they seem to reach for the iPhone and put the news straight on Facebook.”

We think there has to be more questions asked around why the public reach for their iPhone rather than calling the police. We believe MyPolice is a brilliant tool for tackling this challenge and being the bridge between what people actually do and what the police want people to do.

How to turn Public Sector Complaints into Service Improvements

April 7th, 2011 § 0 comments § permalink

We are delighted to announce we will be presenting at “How to turn Public Sector Complaints into Service Improvements “in Edinburgh on Friday 17th June.

The tone of the conference is challenging high level strategic thinking on a level of principle not practice. The intention is to give insight into practical and workable measures which help practitioners turn the learning from complaints into service improvements.  With the help of more than 150 UK public sector complaints and customer service  practitioners, the conference team have developed seven “thorny”questions where a forthright discussion will be of benefit; such as,mobilising front-line staff, being more customer-focused and rethinking your organisation’s approach and culture.

Each of these questions will be reasoned by an expert in the field for about 20 minutes before being put to a panel of expert practitioners for a ten
minute reaction. I will be giving a short 20 minute talk at 1400 on: “To what extent can proactive communication reduce complaints? How can customer feedback and dynamic use of social media help to inform organisational change and improve the customer experience”.

Where am I?

You are currently viewing the archives for April, 2011 at MyPolice.