How can social media help build your agency’s brand? Organizational branding is a new concept for public safety. Every organization had a brand which encompasses more than its reputation. The organizations brand represents everything it values and how it operates. In your mind, picture the Texas Rangers, Royal Canadian Mounted Police, or London Metropolitan Police Department and an image will come to mind. The image may, or may not, be an accurate representation of the organization. Therefore, it is an accurate statement to say: You control your organizations’ brand, or you are relinquishing control to someone else. Social media can help you take ownership of your organization’s brand and increase your overall effectiveness and employee engagement.
To have an effective social media branding campaign your organization must be completely transparent. If your organization is misleading on how it operates or what it values, the negative impact can be insurmountably damaging. By being honest, a “This is who we are, warts and all” attitude, you can make the connections that develop an effective brand. The conversation started during your organization’s social media branding campaign can help shed light on areas that you need to strengthen or change. If your past had been difficult, but you made major changes, social media is a great platform to get your message out.
Now, let’s examine how social media can impact your brand in just two areas. As just mentioned, the first area is getting your message out. Before you can build your brand and share it through social media, you must truly know what your organization values. Does your agency focus on highway law enforcement, strict enforcement of laws over solving problems, community policing, zone policing, sector policing, or another traditional beat style? There are many more styles; however, each one of those listed has their own unique attributes. What works well in one community may not work well in another. When the style of policing fits the needs of the community, agency, and officers, a synergetic connection is created that improves the lives of all.
Congratulations. You created synergy, but does anyone outside of your region of the world know about your success? An active social media campaign can take you to the second level of organizational branding. Your website is your brochure to the world. Facebook, Twitter, and the others Social Media sites are your connectors that get your message out to your customers, also known as citizens, and the rest of the world. As your message goes out, you receive information from others back through the same Social Media pipeline. You may receive questions on the success of a particular program, or suggestions to make improvements. New South Wales Eye Watch Facebook program has been a great success and help build the organizations brand for outside the box thinking.
The second way an active social media branding campaign impacts your organization is who you attract, retain, and repel for employment. A study completed in 2010 revealed that 30% of public safety officers did not know a significant amount of the host organizations culture before being hired. Imagine the impact on engagement of a person who up-roots their family and moves several hundred miles to join your organization, only to find that the organization’s culture does not match their expectations or desires. The new employee’s engagement levels will drop immediately. Social media can prevent this by creating a realistic job preview of your organization. This will help ensure prospective employees have as much information about your organization as possible before applying. The statement has been made, “If we put the information on the web then no one will apply.” This is more of statement about the host organization than the impact of social media. Your organization may not be socially connected however, the officers are and they talk around the world. Not telling applicants up front about the culture has a significant impact on employee engagement, as well as fiscal impact on the community when officers give up and only perform the necessary requirements to keep their job. By not being honest, your organization builds an international brand as a place to avoid. Proactive organizations build a brand by being introspective and transparent creating a positive international image and become employer of choice.
It is imperative for an organization attempting to get its organizational brand out to strategically use Social Media to connect to its customers, employees, and prospective employees around the world. The brand is more than the reputation; it is a summation of what the organization values and foundation it rests upon. Social media makes the connections and creates the synergy that will allow your organization to continue to build on its success.
Mike Phibbs has 19 years of police experience. He has received the Police Medal for valor and spent a career developing innovative techniques to improve organizational effectiveness and efficiency. Mike has created a splash in the public safety community in the past few years. He has authored cutting edge articles on organizational development covering such topics as Sector Policing, Employee Engagement, Chief Score and Organizational Branding in Public Safety. His articles have been published twice by the FBI Law Enforcement Bulletin, Virginia Center for Police Innovation, and on line magazines, websites and blogs. He helped developed the Pyramid of Performance Factors which show how an organizations structure and individual officers / firefighters emotional commitment combine to impact engagement and performance. He has taught at the Virginia conference of the International Police Chiefs Association, Mid-Atlantic Fire Chiefs Conference, and been among a hand selected cadre of national leaders to teach at the award winning Virginia Fire Officers Academy. Mikes social media writing is intended to use humorous stories to show how different leadership techniques can make an emotional impact on individuals and then be used to transform organizations.