Status: Ongoing Project
Process Improvement Team
Police Department
Team: Sacramento State Police Department
Police Communication Protocol
Background
The Sacramento State Police Department recognizes
that a communication protocol is essential to ensure a
coordinated and informed approach to media and public
relations activity. Equally, to prevent confusion on areas
of responsibility it is necessary to consider the key roles
of the respective parties. The protocol is designed to
ensure a good working relationship with the community
and also to maximize the opportunity to promote and
enhance awareness of shared messages on crime
reduction, performance and community reassurance.
3. The inputs include non-emergency information,
photographs, and video.
4. The desired process is releasing relevant nonemergency information to the community from the
Sacramento State Police Department.
5. The outputs include community postings via email,
the department webpage, Facebook, Twitter,
SacSend, press releases, written statements,
interviews, verbal statements, press conferences,
statutory information (annual report), public
campaigns, internal communications and public
information posters.
6. The customers include faculty, staff, students,
alumni, media stations (news) and the extended
community.
Solutions
Objective
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To enhance the transparency, quality, timeliness and
accuracy of public information.
To promote a close working relationship between
department personnel and the community.
To promote and enhance awareness of shared
messages on crime reduction, performance and
community reassurance.
To reduce the possibility of conflicting messages
issued due to lack of advance communication
between parties.
Team Members
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Department personnel receive word of a nonemergency incident that could be helpful if released
to the community.
The information is sent to the Police Communication
Protocol Project Lead.
A decision is made whether to send information
physically and/or electronically.
A draft is created which includes information,
pictures and/or video.
The draft is sent to the Chief/PIO for approval.
Edits are made if needed.
Information is posted.
The process is complete when the non-emergency is
no longer perceived as an impact to the community.
Chief Mark Iwasa, Police Department - PIO
Serena Fuson, Police Department - Project Lead
All Personnel, Police Department - Suppliers
Project Milestones
1.
2.
3.
4.
5.
6.
Defined the process/project goal.
Defined the significant suppliers to the process.
Defined the inputs.
Defined the desired process.
Defined the outputs.
Defined the customers.
Findings
1. The Sacramento State Police Department’s
process/project goal is to post non-emergency
information to the community.
2. The significant suppliers include the Chief (PIO), the
Police Communication Protocol Project Lead,
Lieutenants, Sergeants, Corporals, Detectives,
Officers, Dispatchers and Administrative Personnel.
Rev: DATE
CAMPUS
Status: Ongoing Project
Process Improvement Team
Police Department
Results
By implementing the new Police Communication
Protocol, the Sacramento State Police Department has
maximized its opportunity to promote and enhance
awareness, while at the same time ensuring a good
working relationship with the community. The
department has also increased its reach with the
community via social media:
18000
16000
14000
12000
10000
8000
6000
4000
2000
0
Facebook
Twitter
Pre (July 2012) Post (May 2013)
Social Media
Facebook
Twitter
Pre
(July 2012)
832
103
Post
(May 2013)
16,254
944
Internal and external customers have gained a sense of
reassurance from the timely information coming from the
Sacramento State Police Department and the
organization has gained a good working relationship with
the community from doing this work.
Rev: DATE
CAMPUS