How to Make Community-Oriented Policing Customer Oriented: A Service Design Concept for Policing in Social Media

  • Olavi Kujanpää
  • Kari Pylväs
  • Pirjo Jukarainen
  • Jarmo HoutsonenEmail author
  • Jari Taponen
Part of the Security Informatics and Law Enforcement book series (SILE)


Social media strategy—like any strategy—for safety and security organizations should be based on up-to-date situational awareness, i.e., knowledge of the various security needs of citizens and communities. It is therefore important to evaluate the underlying generative mechanisms behind the security problems such as low levels of trust or lack of intercultural skills within the police. This chapter discusses Service Design Concepts for policing in social media. It aims at offering police forces and their partners a better understanding of local needs and suggests the service design canvas as a tool for improving policing services. The service design canvas could assist in constructing the social media strategy, to build safety and security not only for but with the communities and citizens.


Community policing Community orientation Service design Challenges for adoption Citizen engagement Case example 


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Copyright information

© Springer Nature Switzerland AG 2019

Authors and Affiliations

  • Olavi Kujanpää
    • 1
  • Kari Pylväs
    • 1
  • Pirjo Jukarainen
    • 1
  • Jarmo Houtsonen
    • 1
    Email author
  • Jari Taponen
    • 2
  1. 1.Police University CollegeTampereFinland
  2. 2.Helsinki Police DepartmentHelsinkiFinland

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