Into the Digital Realm: Exploring Social Media Engagements Between the Ghana Police Service and Ghanaian Social Media Users.

Abstract

This thesis investigates the engagement between the Ghana Police Service and Ghanaian social media users from 2018 to 2023, focusing on how platforms such as Facebook and Twitter (now X) are used to support policing practices and influence public perception. Guided by the Public Sphere theory and the framework of Institutionalism in security, the study examines how social media facilitates public discourse, institutional communication, and civic oversight within the context of law enforcement. The study pursued four objectives: (1) identifying the types of information shared by the Police Service; (2) determining variations in content across different social media platforms; (3) analyzing public feedback on shared content; and (4) exploring the operational role of social media in policing functions. A qualitative content analysis was employed, involving manual coding and thematic categorization of 1,135 Facebook posts and 941 tweets from the official accounts of the Ghana Police Service. Posts and user responses were categorized into nine themes, including crime updates, public sensitization, and general announcements, to evaluate trends and public sentiment. Findings indicate that the Ghana Police Service predominantly uses social media to disseminate crime related updates (28% on Facebook; 32% on Twitter), promote public safety and sensitization (28% and 13%, respectively), and provide real-time clarifications and announcements. Twitter was mainly used for brief, timely updates, while Facebook hosted more elaborate narratives and engagement. Public feedback reflected a gradual shift from skepticism to cautious approval, although concerns regarding professionalism, trust, and operational transparency remain. Social media platforms also served as mechanisms for real-time sentiment tracking, public education, and crisis communication, particularly evident during the COVID-19 pandemic. The study concludes that social media has become a strategic tool for the Ghana Police Service in enhancing transparency, facilitating public engagement, and managing public trust. It recommends professionalized social media management, decentralized communication structures, and deeper integration of public feedback into institutional reform efforts.