2026/01/23 by Arron Cullen, Matthew L. Williams, Matthew Williams
Computer Science · Social Sciences · #Cybercrime and Law Enforcement Studies #Policing Practices and Perceptions #Public Relations and Crisis Communication
paper · doi:10.1080/10439463.2026.2618811
openalex publication_date 2026/01/23 · openalex created_date 2026/01/24 · openalex updated_date 2026/07/25
This paper examines police use of social media platforms in England and Wales. Based on a novel linked dataset consisting of survey data from 38 forces, police Twitter communications from all 43 forces, and qualitative interviews with corporate communications staff, analysis shows variation in patterns of adoption and usage, and perceptions of effectiveness by a range of organisational and policy factors. Drawing on the notion of ‘image work’, the findings indicate that police communications have gone through significant changes over the past decade, shifting from professionalisation to the digitalisation of police image work. The paper concludes that while police forces continueto be cautious about fully adopting social media, digital channels are becoming increasingly central for operational policing and enhancing customer service-related duties.