"My guess is that RSA didn’t know anything was amiss and when a large customer comes in with technical changes that don’t really matter you just do them. I think RSA was more a victim here, and I think it’s been unfortunate that over the last couple of months they haven’t been able to tell their story clearly."
The Queensland Police Service have published their case study on leveraging social media during natural disasters and is available on their web site.
The PDF was created on 29 July 2011 (according to the metadata).
The PDF reveals a spike due to #grubbgate which when QPS commenced trailing Social Media (Twitter, Facebook and YouTube) in May 2010 and the relevant extracts from page 5 and page 6 are quoted below:
"This is to certify that there are no “disclosable court outcomes” or outstanding matters recorded against the name of HEINRICH, CHRISTIAN, within the records of the polices services of Australia"
— CERTIFICATE NO. NCHRC-2013-70158 (Dated 30 August 2013)