The future of police contact: Building a strong connection with the public

While people continue to find new and more effective means for communication - from diverse messaging platforms to the virtual presence of the metaverse - policing and security services are also exploring new ways to diversify their communications approach.

This presentation from BMT first explores the digital solutions which could be used to improve public contact management. We then look to incorporate findings from our recent research to understand the underlying public perceptions and behaviours driving engagement with these new channels. While the COVID-19 pandemic necessitated a shift towards new self-service platforms, a public reluctance fully to rely on these digital services appears to hinder ongoing efforts to diversify public-police communications.