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REPORT RAPPORT |
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REPORT RAPPORT |
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DATE: |
19 May 2009 |
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TO: |
Executive Director, Ottawa Police Services Board |
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FROM: |
Chief of Police, Ottawa Police Service |
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SUBJECT: |
RESPONSE
TO OUTSTANDING INQUIRY #I-09-01: REVIEW
OF OPS COMMUNICATIONS PLAN |
RECOMMENDATION
At the Ottawa Police Services Board meeting on 27 April 2009 during a discussion about the recent Tamil demonstrations on Parliament Hill, Chair El-Chantiry requested that a review be conducted of the Police Service’s communications plan during that event.
DISCUSSION
The
Tamil community demonstration in Ottawa began on 7 April 2009 and continued
uninterrupted for 15 days ending in the early morning hours of 22 April 2009. The Ottawa Police Service (OPS) responded to
the unexpected demonstration with an incident command approach and the
communications response was guided by the operational planning and evolved
directly based on the incident itself.
After the first day, this included an expansion of the operation to work
in partnership with policing and designated Operation Intersect partners
throughout the remaining demonstration period.
Operations drive communications and not the reverse. All initiatives undertaken in the first 24 hours through to the final 24 hours were done in consultation directly with the Event and Incident commanders and Executive Command. The number one communications goal in the first 24 hours of the operation was to ensure safety and security. According to the operational personnel, the unfolding demonstration was an unprecedented event for Ottawa Police operations and so both the operations and communications approaches were adjusted as new information was gathered.
This
report will provide a daily overview of the media relations and corporate
communications work during the course of the demonstration. The communications plan that was used was
based on past operational such as the recent planned visit of the US President
as well as other unplanned and unexpected events. In both types of situations, the communications and media
relations flows directly from the direction set and provided by the Event or
Incident commander.
During
the course of the entire period, the Ottawa Police made no arrests 7 April to
21 April inclusive.
The
Ottawa Police conducted proactive communications in the first two and a half
hours of the demonstration with the issuance of a media advisory. Following operational approval and
direction, the communications continued whenever possible given the unfolding
nature of the situation and the necessity in the early stages to conduct
periodic road closures and detours.
There was also proactive and extensive communications in advance of the
largest demonstration on 21 April 2009.
As has
been noted in the other reports and comments at the 27 April 2009 meeting of
the Police Services Board, the Tamil demonstration period was treated as an
ongoing event with operational responses developed to address the situation as it
developed. The operational commanders
were very clear that new demonstration approaches were a part of the operation
that required new understanding as the operation unfolded.
The
evolution of the communications plan and approach can be defined in three
stages:
Stage 1 –
Operational support:
There
were five media releases and advisories issued in the first 24 hours which
resulted in coverage on radio, television and newspapers. As well, there were at least six interviews
granted by the Media Relations office in the first 24-hour period. (See Table 1). An additional two releases and 12 interviews were conducted in
the second 24 hours.
Stage
2 – Internal communications:
Enhanced
internal communications were initiated as a result of the Event commander
requesting an increase in resources to respond to the unfolding situation. The internal communications phase resulted
in the development and issuance of seven organization-wide Updates consistent
with past practice during major events.
Update #1 for operational personnel was issued at 4:00 pm on Day 2 (8
April) while Updates #2 through #7 were released on subsequent days ending on
22 April at 1:04 pm. (See Table
1).
Stage
3 – Joint operations (Communications)
This phase for communications commenced on 8 April (Day 2) as the demonstration expanded and required the standing up of the operation consistent with Operation Intersect principles. During this time verbal updates were provided to the Police Services Board through the Acting Chief and Executive Command representatives.
Media
Relations Role:
The
mandate of the Media Relations Section during this event was to support the
operations by communicating as quickly as possible to the public through the
media. This mandate is exercised each
day as OPS sections maintain a strong link to the Media Relations Office and
provide updates on new and unfolding events.
The daily operations of the Media Relations Section during this event
was led by the Manager of Media Relations.
Corporate
Communications Role:
The Corporate
Communications Section’s mandate is to support the internal communications of
major events through operational Updates released under the authority of the
Event Commander and through the internal intranet of the Police Service. The Section also supports external
communications by disseminating information through ottawapolice.ca or the
development of collateral that supports public information. The daily operations of the
Corporate Communications Section during this event was led by the Manager of
Corporate Communications.
During the Tamil Demonstration major event, the Corporate Communications Section supported the operation through a number of initiatives and products:
In the
first days of the demonstration, the Ottawa Police fielded approximately 100
phone calls regarding the protest. As
well, the OPS responded to 59 written complaints and 47 compliments that
arrived via email on ottawapolice.ca. It should be noted that none of the
complaints concerned communications during this period, but instead focussed on
the views of residents regarding the actual demonstration and the approach
taken.
§ Compliments – 47
§ Complaints –59
a. Standard response prepared for all compliments
b. Standard introduction and conclusion prepared for complaints
c. Answers prepared for 13 common questions:
§ Perceived lack of police actions (21%)
§ Unlawful protest and unlawful road blockage (17%)
§ Demand to arrest demonstrators (15%)
§ Blocking Traffic (11%)
§ Safety of citizens (6%)
§ Waving flag and supporting terrorist groups (6%)
§ Why can't you make them demonstrate on the Hill? (6%)
§ Why is it illegal for kids to block the streets when playing road hockey but not illegal for demonstrators to block the streets? (6%)
§ Rights and Freedoms of citizens and demonstrators (4%)
§ Is a permit necessary to demonstrate? (4%)
§ A precedent has been created for future demonstrators to block the streets (4%)
§ Why does OC not have alternate routes planned? (2%)
7. Thank you letters prepared for other emergency and public services and suppliers who assisted during the Tamil demonstration.
8. Thank you letters to internal members who worked during the Tamil demonstrations.
The Community Development and Diversity and Race Relations Sections also provide support to the OPS operations for such events. During the course of the Tamil demonstration, the Staff Sergeant in Diversity and Race Relations established contact with the Police Liaison Team to assist with open lines of communication with local Tamil community members. As well, the Diversity and Race Relations section provided access when required to subject matter experts in outreach and cultural issues. The daily operations of the Diversity and Race Relations Section during this event were led by the Staff Sergeant of the Section.
Daily Overview
Media Relations:
The demonstration began at approximately 12:00 noon and the road was closed at approximately 2:30pm.
The media messages communicated on Day One by the
Media Relations Officers (MRO) were limited to the content of the public
advisories issued (highlighting current road closures and asking commuters to
find alternate routes).
The following preliminary media messages was also
conveyed by MRO during interviews (15 calls were received and 6 interviews were
granted):
·
The Ottawa Police Service role is to ensure the safety
of the public and demonstrator.
·
OPS will continue to advise the public through the
media of any traffic disruption resulting from further demonstration.
·
Further disruptions are anticipated to continue
tomorrow. The Ottawa Police Service
will be on hand to ensure the safety of the public and demonstrators as is our
role during all demonstration.
April 7, 2009—2:40pm: Ottawa Police Media Relations Section issued the first public advisory to announce traffic disruptions, due to a demonstration, in the Wellington and Metcalfe Streets area and asked commuters to avoid the area.
April 7, 2009—4:15pm: Ottawa Police Media Relations Section issued an update to announce that Wellington Street was closed in both directions (between Elgin and O’Connor) for an undetermined period. Commuters were asked to find alternate routes and avoid the area.
April 7, 2009—6:15pm: Ottawa Police Media Relations Section noted that there were still numerous traffic disruptions in the vicinity of Wellington, Albert, O’Connor and Elgin and further stressed that these disruptions would occur for an undetermined period, as the demonstration is ongoing. Commuters were once again asked to find alternate routes and avoid the area.
April 7, 2009—9:00pm: Ottawa Police Central Division Staff Desk issued an update to announce that Wellington remained closed between Elgin & O’Connor, due to the ongoing protest, and that traffic disruptions were expected to continue throughout the night.
April 7, 2009—11:10pm: Ottawa Police Central Division Staff Desk issued a last update for the first day of the protest to note that Wellington Street was now re-opened. The advisory also noted that Wellington Street could be closed again in the morning, based on actions by demonstrators. Commuters were asked to avoid the area (Wednesday morning).
Corporate Communications:
Day One did not require any internal or other communications consistent with past practice when dealing with routine operations.
The media messages communicated on Day Two expanded
further and were developed in collaboration with our key partners (RCMP, City
of Ottawa, OC Transpo) under the Operation Intersect framework.
The following media messages were conveyed by MRO
during interviews (There were 32 calls and 12 interviews granted):
·
The Ottawa Police Service role is to ensure the safety
of the public and demonstrators
·
OPS will continue to advise the public through the
media of traffic disruptions/road closures related to the current protest.
·
While we expect that there will be further disruptions
today, the Ottawa Police Service (and policing partners including the RCMP) will
be on hand to ensure the safety of the public and demonstrators as this is our
role with all demonstrations.
When asked about the 'right to protest', the MRO
highlighted the following:
·
We are prepared for every occurrence and our officers
are well trained. In every situation, we will respond in an appropriate and
professional manner.
·
Ottawa Police fully respect the right to protest and
we will do everything we can to facilitate peaceful demonstrations.
·
Our primary role during this event is to ensure the safety
and security of everyone involved.
The public advisory issued pointed to the following details on
April 8:
·
Wellington Street was now closed between Elgin and
O’Connor.
·
Potential for further disturbances in the downtown
core and inter-provincial bridges.
·
Detour information for bus riders and also encouraged
Ottawa residents to listen to Information radio for further details.
·
Recognized that these delays were an inconvenience for
commuters and stressed that it was monitoring the situation to mitigate the
impact on the public while ensuring the safety of both the public and the
demonstrators.
It should be noted that approximately 20 calls from the public
were also received by the MRO inquiring about road closures and further
disruptions as a result of the demonstration.
All were updated in relation to current conditions.
This advisory was also posted to
the OPS website (this is a departure from the Media Relations practice because
OPS does not post temporary road closures to its website due to the short
duration they are usual in effect).
April 8,
2009—3:20pm: Ottawa Police Media Relations Section, in collaboration with RCMP,
City of Ottawa and OC Transpo communications, issued an advisory to announce
that Wellington Street was now closed between Elgin and O’Connor. The advisory
also announced the potential for further disturbances in the downtown core and
inter-provincial bridges. The advisory
provided detour information for bus riders and also encouraged Ottawa residents
to listen to Information radio for further details. OPS noted that it recognized that these delays were an
inconvenience for commuters and stressed that it was monitoring the situation
to mitigate the impact on the public while ensuring the safety of both the
public and the demonstrators.
April 8, 2009—3:35pm: Ottawa Police Media Relations Section issued a correction re: Information Radio in French coordinates that were incorrect in the first release.
April 8, 2009—11:21pm: Ottawa Police Central Division Staff Desk issued an update to announce that Wellington Street would remain closed for the remainder of the evening and until further notice, due to the ongoing Tamil demonstration and protest march.
Corporate Communications:
4:00 p.m.: Ottawa Police Corporate Communications issued internal message (Update #1) to members re: resumed Tamil demonstrations, OPS operational mission, road closures and traffic disruptions, overtime procedures, and role of Media Relations Section. Posted to Intranet.
Day Three – 9
April 2009
Wellington Street remained closed until 3:30pm
With a noticeable increase in public inquiries to the
Ottawa Police and e-mails to info@ottawapolice.ca, it was determined that
several communications avenues needed to be pursued, including a face-to-face
media briefing as we were heading into the Easter long weekend.
By this point, the original media relations approach which included sharing the role between the Media Relations Officer and the Event Commander was no longer sustainable. It became clear that an expanded strategy was required because the Superintendent in charge of the operation could no longer directly be a spokesperson given the increased role he was playing at the unified command centre.
Media and public message development unfolded during
the day including a media statement. A media availability was organized for
4:00pm and Inspectors Alain Bernard and John Copeland were designated as lead
spokespersons. Inspector Bernard conducted
the 4:00pm media availability at 474 Elgin Street. He would be supported through the weekend by Inspector John
Copeland. Media relations officers
granted 16 interviews (prior to the 4pm briefing)
April 9, 2009 – 9:30am: All information was posted online for easy access by the public.
April 9, 2009—3:30pm: Ottawa Police Media Relations Section announced that a media availability would be hosted by Inspector Alain Bernard at 4:15pm at 474 Elgin to make a media statement regarding police operations related to the ongoing protest on Wellington Street. A question period was to be provided.
April 9, 2009—3:35pm: Ottawa Police Media Relations Section issued an advisory to note that Wellington Street and Metcalfe Streets were now re-opened.
The 4:15pm media availability was
held with the presence of CBC TV (French and English), CBC National (French and English), CBC
radio (French and English), CTV Ottawa and the Ottawa Sun. Inspector Bernard
granted phone interviews following the media availability to the Citizen, CFRA
and CBC Radio All in a Day.
April 9, 2009—6:06pm: Ottawa Police Media Relations Section issued the Media Statement delivered by Inspector Bernard (in French & English) and posted the materials online.
7:00 p.m.: Ottawa Police Corporate Communications issued internal message (Update #2) to members re: ongoing demonstrations expected, demonstrator strategies (e.g. buses), confirmed intelligence, road closures and traffic disruptions, staffing, Tamil Demonstration Media Spokespersons, communications resources, overtime and budget expenditures, and front line professionalism. The Update was posted to the Intranet on Friday, April 10, 2009.
Following communications products developed:
Day Four – 10
April 2009
At this point there are lane reductions in effect as protest continues and no road closures.
The operations determined that the demonstration had
gained a specific momentum and consistency and the media relations could be
supported by the designated spokespersons and the senior officer support and
the MRO would close for the statutory holidays. During this time, the Manager was available and participated in
several consultations through the course of the weekend in support of the
Director and the operation.
The Director of Community Development and Corporate
Communications assisted the two designated spokespersons (Inspectors Bernard
and Copeland) with ongoing media messages development over the long weekend. A
media response on the cost of policing the protest was developed in response to
a media outlet request, as follows:
·
The Ottawa Police is focused on the complex operations
of a demonstration such as this and there are administrative processes in place
that will allow for the OPS to fully account for all operational costs at its
completion. Our primary focus is to ensure the safety of the public, the
demonstrators and all personnel. The OPS deploys resources as required to deal
with the incident or situation as it occurs and within established and tested
operational frameworks. The strength of those frameworks means that our
personnel can focus on operational priorities. Any significant exceptions to
the framework would require additional authority. This operation is not one of
those cases and therefore will unfold as it is and we will do the accounting in
the coming days/weeks.
·
The specific issue that will compound any costs for
this demonstration are related to the unplanned element with increasing and
decreasing crowd sizes and the fact that it is occurring during a long weekend
with two statutory holidays. The current and total costs will only be available
at the conclusion of the operation. These costs will of course be reported up
through the Police Services Board in the usual manner.
·
Seeking funding from the Federal Government has not
been addressed and will only be discussed after the event.
April 10, 2009—1:20pm: Ottawa Police Central Division Staff Desk issued an update to announce that in excess of 1,000 protestors were in attendance on the Hill and in the Wellington/Metcalfe area, in a peaceful manner. The advisory noted some lane reductions and asked the public to avoid the area to avoid traffic delays.
A civilian staff member was held on Good Friday in support of the operation and the Director. The focus of the staff was to develop, edit, design, print and make ready for distribution the following products:
1. Information for Demonstrators Flyer posted to web (English/French).
2. Letter to Demonstrators posted to web (English/French) and Intranet.
3. Hard copy printing completed of Letter to Demonstrators (English/French) for handout to protestors by OPS officers.
Day Five to Day Thirteen – 11
April to 19 April 2009
During
this stage of the demonstration there were no public advisories issued and no
road closures in effect.
Day Eight – 14 April 2009: Local
media attention continued to turn to the estimated costs of the ongoing Tamil
protest. MRO noted in two interviews that cost information was to be made
available at the Ottawa Police Service Board meeting on April 27, 2009. This
message was enhanced to a final one: "At the upcoming Police Services
Board on Monday, April 27th, Chief White will make funding recommendations to
the Board." When pressed about whether or not Chief White plans to ask for
Federal funding, MRO noted that: "The issue of federal funding will be
addressed at the Board meeting."
MRO also spoke to one media outlet about estimated crowds
over the long weekend.
Day Nine – 15 April 2009: MRO
received two media inquiries about the ongoing protest (i.e. hunger strike; bus
carrying demonstrators striking a light standard).
Day Ten – 16 April 2009: No media
requests for interviews on the demonstration.
Day Eleven – 17 April 2009: CTV inquired about information OPS may have in relation to
the Tamil Demonstration and the number of participant we are expecting next
week--with Parliament resuming. Media message was that: "we monitor the
demonstration on a day by day basis, we anticipate more demonstrator next week
when Parliament resumes, we do not have estimates of number of demonstrator
expected and there are no planned road closures at this time." Another
media outlet asked about the crowd number that day.
On this day, a Public Advisory was prepared in
consultation with RCMP, City of Ottawa and OC Transpo - regarding the ongoing
Tamil Protest and road closures that may take effect the following Monday. This
release was only to be issued if applicable (not released).
The Director of Community
Development and Corporate Communications maintained contact through the holiday
weekend in support of the operation and the media relations spokespersons.
Day 6, 12
April 2009:
7:23 p.m.: Ottawa Police Corporate Communications issued internal message (Update #3) re: update on demonstration (e.g. hunger strike), thank you to members, continued protests – upcoming Tamil New Year, holiday disruptions, road closures and traffic disruptions, OPS staffing, Tamil Demonstration Media Relations Spokespersons, communications resources, overtime and budget expenditures, and front line professionalism.
Day 8, 14 April 2009:
5:10 p.m.: Ottawa Police Corporate
Communications issued internal message (Update #4) to members re: update on
demonstration (e.g. ongoing hunger strike, no more dedicated paramedics),
staffing, Tamil Demonstration Media Relations Spokespersons, questions from the
public, communications resources, overtime and budget expenditures.
Responses to complaints received by info@ottawapolice.ca (“Info”) were drafted by Corporate Communications (April 14-16, 2009).
Responses to compliments received by info@ottawapolice.ca (“Info”) were drafted by Corporate Communications.
1:05 p.m.: Ottawa Police Corporate Communications issued internal message (Update #5) to members re: drop in number of demonstrators, Parliament resuming on April 20, 2009, overtime and budget expenditures, staffing, Tamil Demonstration Media Relations Spokespersons, questions from the public, communications resources.
Day Fourteen
– 20 April 2009
Preparations were made one day prior to large demonstration planned for Parliament Hill.
There were four media request on various topics (i.e.
the scale of the operation OPS for Tuesday's protest.).
The media message conveyed was that OPS was prepared
of any eventuality and will scale back or scale up as the situation unfolds.
OPS does not talk about the number of officers deployed or what is used for
safety reasons. We are in contact with all our policing partners (RCMP and OPP)
and the various agencies from the City to the federal government. We also have
an established ongoing good working relationship with the organizers of the
protest. The reporters were referred to the RCMP regarding the protest on the
Parliament Hill (RCMP jurisdiction).
ANews requested Chief White to do a live interview at
7am on April 21, 2009 in their studios regarding the Tamil protest and what to
expect. This request was declined and
ANews was referred to RCMP for Hill protest.
A media outlet asked for the number of protesters.
Ottawa Police Media Relations Section issued a joint
public advisory (3pm) in collaboration with RCMP, City of Ottawa and OC Transpo
to advise Ottawa residents to expect delays on April 21, 2009 as a result of
the upcoming demonstration on Parliament Hill.
In the early evening, the Media
Relations Section issued a further update, providing specific information
regarding parking restrictions in effect.
April 20, 2009—2:52pm: Ottawa Police Media Relations Section issued a joint public advisory with RCMP to advise Ottawa residents to expect delays on April 21, 2009 as a result of the upcoming demonstration on Parliament Hill. The advisory announced that while there were no planned road closures, parking restrictions would be in effect, starting overnight, in the vicinity of the Hill. Residents were asked to listen to Information Radio for further info.
April 20, 2009—6:45pm: Ottawa Police Media Relations Section issued a further update, providing specific information regarding parking restrictions in effect. It was noted that the parking restrictions were implemented to maintain emergency vehicle access to the Hill.
4:55 p.m.:
Ottawa Police Corporate Communications issued internal message (Update #6) to
members regarding other anticipated protests on Parliament Hill, overtime and
budget expenditures, staffing, Tamil Demonstration Media Relations
Spokespersons, questions from the public, communication resources.
The “Letter to Demonstrators” and “Information for Demonstrators Flyer” were translated into Tamil and posted to the OPS web site and sent for printing.
All “Info” emails (compliments and complaints) responses were sent out by Corporate Communications on behalf of the Deputy Chief of Police.
Day Fifteen –
21 April 2009
Protest occurred
on Parliament Hill with no road closures in effect.
In the evening, the Media Relations Section announced
that parking restrictions related to the protest on the Hill were now
lifted. MRO responded to several media
inquiries and granted eight interviews about the day's events.
April 21, 2009—6:50pm: Ottawa Police Media Relations Section announced that parking restrictions related to the protest on the Hill were now lifted.
7:00 a.m. – Hard copies received of Letter to Demonstrators (Tamil/English) and Information for Demonstrators flyer (Tamil/English) and handed out by officers to protestors.
Day Sixteen –
22 April 2009
End of protest.
April 22, 2009—8:10am: Ottawa Police Media Relations Section announced that, with the conclusion of the protest, the Ottawa Police, RCMP and City of Ottawa services were resuming normal operations. The advisory thanked Ottawa residents for their patience during the 2-week long protest.
A total of six media inquired as to the cost of the
protest and were advised that this information would be discussed at the next
meeting of the Ottawa Police Services Board.
1:04 p.m.: Ottawa Police Corporate Communications issued final internal message (Update #7) to members re: conclusion of demonstration night prior, thank you’s, overtime and budget expenditures.
Following the demonstration, there were over 100 emails followed up with individual responses sent from the Deputy Chief of Police.
Thank you letter drafted by Corporate Communications to service providers (translators, printers) during Tamil demonstration.
Thank you letter drafted by Corporate Communications to all OPS sworn and civilian members who worked on Tamil demonstration.
The following
table summarizes the communications activities and products developed between 7
April and 30 April 2009 in response to the Tamil demonstration.
|
Communications Product |
April 7 |
April 8 |
April 9 |
April 10 |
April 11 |
April 12 |
April 13 |
April 14 |
April 15 |
|
Media releases/advisories |
5 |
2 |
3 |
1 |
0 |
0 |
0 |
0 |
0 |
|
Media calls* |
15 |
32 |
38 |
3 |
2 |
4 |
0 |
9 |
2 |
|
Interviews granted** |
6 |
12 |
20 |
2 |
1 |
2 |
0 |
3 |
2 |
|
Media availability |
|
|
1 |
|
|
|
|
|
|
|
Internal Update |
|
#1 |
#2 |
|
|
#3 |
|
#4 |
|
|
Letters to protestors |
|
|
|
Distributed |
à |
à |
à |
à |
à |
|
Emails received + |
|
|
|
|
|
|
|
|
|
|
Compliments |
0 |
2 |
1 |
4 |
5 |
2 |
5 |
14 |
16 |
|
Complaints |
0 |
9 |
26 |
7 |
1 |
2 |
1 |
6 |
4 |
|
Emails responses ++ |
|
|
|
|
|
|
|
|
|
|
Compliments |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
|
Complaints |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
* Media calls:
Total of 136 ** Interviews granted: Total of 67
+ Emails received:
Total of 47 Compliments and 56 Complaints
++ Email responses: Total of 53 to Compliments and 66 to
Complaints (higher number reflects second responses to same correspondent)
|
Communications Product |
April 16 |
April 17 |
April 18 |
April 19 |
April 20 |
April 21 |
April 22 |
April 27 |
April 30 |
|
Media releases/advisories |
0 |
0 |
0 |
0 |
2 |
1 |
1 |
|
|
|
Media calls* |
1 |
2 |
0 |
0 |
9 |
13 |
6 |
|
|
|
Interviews granted** |
0 |
1 |
0 |
0 |
4 |
8 |
6 |
|
|
|
Media availability |
|
|
|
|
|
|
|
|
|
|
Internal Update |
#5 |
|
|
|
#6 |
|
#7 |
Letter to services |
Letter to members |
|
Letters to protestors |
à |
à |
à |
à |
à |
à |
|
|
|
|
Emails received + |
|
|
|
|
|
|
|
|
|
|
Compliments |
3 |
1 |
2 |
0 |
0 |
0 |
0 |
0 |
0^ |
|
Complaints |
3 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
|
Emails response++ |
|
|
|
|
|
|
|
|
|
|
Compliments |
0 |
37 |
0 |
0 |
4 |
0 |
0 |
0 |
0 |
|
Complaints |
0 |
26 |
0 |
0 |
27 |
0 |
0 |
0 |
0^^ |
* Media calls:
Total of 136
** Interviews granted:
Total of 67
+ Emails received:
Total of 47 Compliments and 59 Complaints
++ Email responses: Total of 47 to Compliments and 58 to Complaints (in some cases there was no response as the email was anonymous and in some cases there was a second responses to same correspondent)
^ 9-30 April 2
compliments received
^ 5-11 May 6 compliment responses sent from
Deputy Chief
^^ 4 May 2
complaint responses sent from Deputy CC
^^ 5 May 3
complaint responses sent from DC
The Media Relations and Corporate Communications Sections will participate in any operational debriefs that emanate from this event. Although the nature of the demonstration was not expected, there are a number of opportunities to expand and improve the capacity of the Police Service to address these matters.
Specific areas that will also be addressed in the future include:
Ottawa Police Service communications – both internal and external – are directly related to the operations undertaken. Although public input informs the communications as a key audience, the response to non-urgent emails, including those expressing opinions, are dealt with following the actual operation.
There was no financial analysis conducted associated with this review.
It should be restated that operations drive communications and not the reverse. All communication and media relation initiatives undertaken during the course of the Tamil demonstrations were under the direction of the Event and Incident commanders and Executive Command.
The overall communications goal was to ensure public safety and security. This was subsequently expanded to educate the public and demonstrators about the rights and responsibilities in accordance with the Charter of Rights and Freedoms. While operational personnel describe the demonstration as an unprecedented event, the operational and communications responses required that approaches be adjusted as the event unfolded and new information was gathered.
Consistent with past operations and plans, there were also a number of special products developed to communicate with the public and the demonstrators. The overall plan for the demonstration resulted in communications being pushed out through media channels; printed material, the OPS website (ottawapolice.ca); phone calls; emails; and regular updates to OPS members and partners.
Chief White is meeting a communications consultant firm regarding any best practises we may adopt in the future. An update in relation to this will follow at the June Board meeting.
While the experience of some may have been frustrating during the Tamil protests in Ottawa, the Ottawa Police Service communications approach was consistent with past practice and will continue to learn from each event. The communications were driven by the operations underway during the protests and evolved and changed in direct relation to the direction set by the Event Commander and the joint operation.
Original signed by
David Pepper, Director
Community Development & Corporate Communications
Original signed by
Vern White
Chief of Police
