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Social Media for Personnel Management and Training

by Greg Friese on Oct 10, 2010

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Presentation given at 2010 EMS Expo to an audience of EMS professionals including state directors, training officers, service chiefs, and field supervisors

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Presentation given at 2010 EMS Expo to an audience of EMS professionals including state directors, training officers, service chiefs, and field supervisors

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WelcomeGlad to be here
What I proposed to present … nearly a year ago. Focusing on the three bold wordsLeadingMonitoringParticipating
What your tasks are for today. Listen … if you wantParticipate … audience response pads, will tell you about that more in a bitAsk questions … now and later
Back channel communication … communication among the audience during the presentation. These are some methodsLong history but an emerging trend as access to tools and software has changed
My primary role is director of education for CLSHave been involved and engaged in Social Media for nearly 2 years. Blogging, microblogging, podcasting and morePIOSocialMediaTraining.com … free training resources, blog, podcast, and social media policy ebook. Co-founded with David Konig
Handout audience response padsTell them how to use – use the keys to answer questions that I will display on the screen. Yes/noMultiple choice
Our first key word … participate.
Do you personally use a social network … yes/no
If you have not gotten started with social media now is the time.Get Started! Facebook is the place to start. http://www.facebook.com/press/info.php?statisticsMore than 500 million active users50% of our active users log on to Facebook in any given dayAverage user has 130 friendsPeople spend over 700 billion minutes per month on Facebook
Are we connected …. Or do we already quote know each other? I welcome connections from any of you in any of these places. Possibly glad to have so many “friends” in the audience
Facebook is an open community with many sub-communities.Ning networks are closed networks based on a shared interest … ie EMSYou might know EMSUnited.com affiliated with EMS Responder/EMS Expo.Others are EMSConnect and JEMS Connect
My favorite social networking tool. I love the brevity, instantaneous nature, interaction, and the way information can spreadIf you use TwitterSend questions or comments to @gfriese Tweet with hashtag #emsexpo
Want to learn a little bit more about you … Using the audience response pads
What is your primary EMS role …Then try to tailor messages and examples to the concerns of the audience.
How many years have you been involved in EMS?
Older adults … especially women over 40 is fastest growth area for Facebook. Users are not just kids and 20 somethings. Twitter’s power users are 30+
Now we are going to have a series of questions that will askIt is OK for me, a co-worker, a student, I am teaching, or a subordinate I supervise to …. These are questions about your opinion, not right or wrong
This is probably an area we can all agree. Just like it was not OK to share a Polaroid of a patient in a bar or at the bowling alley 20 years ago. This will get you in trouble … suspended, maybe fired, and possibly sued.
Again we can probably agree on this but where do you draw the line.
Lots of possibilities … show some status updatesHey smoker put out your cigarette before I arriveResponding to female with shortness of breathJust cleared a kid having a seizure at the high schoolEasy lift assist for 92 year old living at home with no meds and no other problems
A blog post … an article posted to a website. Lots of EMS related blogs with stated intent to omit patient identifiers
Nearly every EMS Magazine CE article starts with a patient case study. Are these true, loosely based on the truth or false
Back channel communication happens all of the time …Ugghhh I am in classAnother boring CEThis instructor doesn’t know what they are talking aboutWe started late and finished earlyThis lesson doesn’t pertain to meCould range from the mundane to the personal
First back channel communication can be positive … great challenge for the instructor to …Have objectivesPrepare and deliver good, interesting, and relevant contentGive people things to talk aboutMonitor and respond
Every scene has at least one person if not all people that are capable of sending text messages
Real time incident data from patients, bystanders, and responders
Share photos … patient bad … what about everything else.Most of us are proud of our work and want to brag about it … share it with others. So you get a new ambulance. Is it OK for people to share?
Social networking is not necessarily a nefarious tool for evil. There is great positive impact.We share lots and lots of photos!Flikr 5 billionth photo - http://news.cnet.com/8301-13506_3-20017014-17.htmlFacebook photos – 2.5 billion photos per month
Social networking check-ins with things like Facebook Places, Gowalla, or FourSquare
Announcing your location for points, badges, and to connect with others. Also tie-ins with merchandise discountsFoursqaure – as of August, 3 million users, adding 15,000+ per day http://mashable.com/2010/08/29/foursquare-3-million-users/GowallaFacebook Places
A
For many people texting/instant messaging is a habit that they can’t turn off … regardless of their other duties. ChatRoulette … random connection between two users with web cams. 2 NY paramedics lost there job after a their chat partner shared the photos she was capturing of them being dumb during a screen chat.
This not a judgment on Farmville. Does workplace internet usage policy cover these things … If you stop people from playing Farmville on Facebook during downtime what are there alternative activities?
Pause for a moment to address one or two questionsThis is about the halfway point of the presentation.
You are a leader in our industry … on a simple percentage basis very few of us attend national conferences. You are committed and interested
Logical question, if everyone else is doing this social media/social networking thing I should too. RightEstimates of nearly 1 million EMS professionals in the US. Comes from NAEMT estimates of total population.
Need to update with September 2010Well it looks like not everyone is doing this. Total numbers are not reflective of active users. Pretty small. Even if we just added all the Ning users we are talking about less than 20,000 EMS professionals. If all were unique. Remember I belong to all 3 nings and the corresponding Facebook groups. Also these groups are for EMS professionals from anywhere and friends of the profession. Admirers. These numbers also reflect intention and effort.
September 2010When you have an audience how do you leverage that audience and call them to action? Lots of other EMS related groups on Facebook.
Email is the original social network … groups of people are connected together in groups based on a domain name. Some leader put’s people into groups and then has an example to lead on how the medium is used. Email from leaders sets the toneSend a bunch of stuffRead this stuffDo something differentMight be able to track opens but that is about itThis is a high potential tool, use it for something other than as an electronic bulletin boardInstead of printing and thumb tacking the announcement is emailed:Attend thisDo thisTalk to this personReport toDon’t doStart doingThanksWork harderHappy this, that, or the other thingGreat potential for auto responder program – signup and receive a series of emails on a training topic
So many great blogs … written as an HR tool, training department tool, individual paramedic … lots of reasons to have a blog and lots of reason people blog. Subject matter experts connecting directly to their audience – dynamically updated content, styling easy to control and update. Opportunities for two way communication through commenting, guest posts
Videos … another opportunity to lead.Demonstrate proceduresPowerful tool to learn, fine tune, and review skillsIntegrate into blog. Very easy to create your own
HealthOne EMS Podcast Subject matter expert communicating directly to the audience. Podcasts – voice/audio recording.Listen on webDownload to your desktopDownload and transfer to a device like an iPodDownload and listen on SmartphoneCan broaden an organizations audience
As you look at your organization how would you rate your management’s understanding of social media – both the pros and the cons.
Typically managers/admin treat something new with this sort of progression
So start by broadening the existing internet usage policyAccessSharingNeeds to include social network
Ultimate social media policy for Government Agencies …http://levyj413.wordpress.com/2009/07/14/socmed-policy-government/DO: use social media tools to serve your mission.DON’T: Be stupid.Come up with and share some examples.
Do Not Share Confidential Information - Remember you are charged with maintaining the confidentiality of the people you come into contact with. Do not violate that confidentiality in any form including the written word, photographs, or audio recordingsDo Not Use Profanity - Profanity is unacceptable in the workplace, in public view, and therefore on Social Media sitesDo Not Complain About Agency/Assignments - Respect your co-workers, your supervisors, and your Agency. If you have a complaint, bring it directly to them and not to the world firstDo Not Defame - Respect others in your workplace and other agencies professionally at all times. You would not enter into a confrontation with them on the scene of a call, so you should not enter into a confrontation with them using Social MediaDo Not Engage in Social Media at Inappropriate Times - There is a time not to be engaging in Social Media, mainly while performing work duties. The patient does not care that you have a Facebook Status to update, they care that you are charged with their well being and are focused on them
Do Be Polite - Talk the way you would if you were doing a job interviewDo Offer Help - Offering educational tips, alerts and how-to's goes a long wayDo Participate - Don't just be a lurker. Being an active participant is the only way to build relationshipsDo Engage Intelligently - Provide some value to the conversation and be open to other, and probably differing, opinionsDo Be Non-confrontational - Don't be confrontational or instigating in a belittling way, it can and will come back to haunt you
What percentage of employees and or students are carrying a personal or job issued smartphone on duty …
Because of the ubiquity of smart phones and their built in access to social should focus on phone usage, accessing social networks, updating/adding content rather than specific social networks
SOUTH BEND - A city firefighter is facing a suspension after he allegedly took pictures of a patient inside an ambulance and then posted the photos to his Facebook account.RELATED CONTENTMontana officer resigns over Facebook commentsOhio pet store closes over rabbit-drowning photoIndiana trooper resigns after probe of Facebook useChief Howard Buchanon asked the board of public safety on Wednesday to suspend first-class firefighter Jordan Jostes without pay for the incident that is alleged to have happened in August.Buchanon, in a letter to the safety board, said Jostes took the photo with a cell phone camera on Aug. 28. The chief wrote that the photo, which included a view of the patient, was then posted to Jostes’ account on the social networking site www.Facebook.com sometime between Aug. 29 and Aug. 31.The patient did not consent to have his picture taken, Buchanon said, and Jostes took the photo at the request of someone not associated with the fire department. The letter did not clarify who else would have been in the ambulance.Buchanon wrote that Jostes violated the department’s policy that forbids images being taken inside an ambulance or hospital. A second policy says firefighters should not use a cell phone or other personal communication device while responding to or at the scene of an emergency.In his letter, Buchanon did not tell the board how the posted photo came to the department’s attention.The safety board, in a special meeting Wednesday, accepted the chief’s recommendation and said it will consider the matter. Jostes has the option to seek a hearing to dispute the charges before the suspension can be enforced.Jostes became a member of the department in 2007, according to Tribune archives. According to Buchanon, Jostes had been in training to become a paramedic.Staff writer Dave Stephens:dstephens@sbtinfo.com(574) 235-6209
Many social media related incidents are violations of existing policies – privacy violations, personal phone use while on duty. Training needs to be specific and regular.
Two examples of role modelsSkip Kirkwood on Facebook Friends requests, Sure. If they ask, I accept, but I don't solicit employees with friend requests. It's interesting to hear the chatter..... I also keep what I post very professional, to everyone out there....”Chris Montera
To hear what people are saying you need to be listening.
And you need to be listening in the right places … does your agency or organization or school or company have a Facebook page
http://www.facebook.com/pages/Bethesda-Chevy-Chase-Rescue-Squad-Inc/56836081679?v=wallThe Bethesda-Chevy Chase Rescue Squad At A Glance Founded in 1937 as the Chevy Chase First Aid Corps, the Bethesda-Chevy Chase Rescue Squad has evolved into one of the nation's most advanced and best trained rescue squads. Serves over 94,000 households in the Bethesda-Chevy Chase, Maryland area and Upper Northwest Washington, D.C., as well as neighboring areas of Glen Echo, Cabin John, Kensington, Potomac, and Rockville. Responded to 10,351 calls in calendar year 2008, including...(read more)Mission:Now in its 69th year, the Bethesda-Chevy Chase Rescue Squad (BCCRS) is a philanthropically operated, community supported organization that provides the highest level of fire, rescue, and emergency medical services for the communities of Bethesda, Chevy Chase, and Upper Northwest Washington, D.C. BCCRS provides its services at no cost to the recipient and is dedicated to using the utmost care, professionalism, and ethics.Products:Join Us for the Experience of a Lifetime!It’s 4:27 p.m. and the alarm sounds. The call is a multiple car accident on the Beltway. They need your help. You jump into action with the rest of the Squad.Nothing can match your excitement when you hear the alarm. The exhilaration of diving into your gear and running for the ambulance or the squad truck. The satisfaction of knowing that you may save a life tonight.Interested in becoming a member of the Rescue Squad? Members are required to stand duty either one night per week from 7:00 PM until 7:00 AM, or each Saturday from 8:00 AM until 6:00 PM. All training is provided free of charge either at the Rescue Squad or at the Montgomery County Public Service Training Academy, located near Shady Grove Hospital in Rockville, Maryland.
Responding to wall postsPretty interesting search because I have a personal connection with Bell Ambulance an the injured provider
Search … how do you rankTypes of searches … Vanity searchesLocation relatedKey wordsImages
Really easy to do … Your name, your agency, key people in your agency
Data for Facebook PagesLikes, activity, interactions,
Don’t need a twitter accountGo to
Take it to another level
Handout audience response padsTell them how to use – use the keys to answer questions that I will display on the screen. Yes/noMultiple choice

Social Media for Personnel Management and Training — Presentation Transcript

Social Networking
Communication and Education
My Task
Description of the development and use of highly popular social networking, addressing strategies that managers and educators can apply to build groups, deliver education and increase participation by the specific cohorts they are organizing and teaching. Learn the importance of leading, monitoring and participating in online conversation about your service or organization.
Your Tasks
Listen
Participate
Ask questions
Back Channel Communication
Text
Tweet (#EMSExpo)
Photo
Video
Blog
allowed and encouraged
Director of Education
Introduction
Special thanks to C3Softworks and KyleDavidBates.com
Participate
in Social
Network(s)
Do you personally use a Social Network(s)
Yes
No
500 million
Get Started!
Half logon at least daily
Are We Connected?
Twitter (@gfriese)
Facebook.com/gfriese
LinkedIn.com/in/gregfriese
Ning Network
One or more connections
EMSUnited (Ning)
Twitter forces me to either push something aside or dig in deeper
Twitter is My Favorite
@gfriese question or comment about EMS Expo …
Comment about #EMSExpo presentation …
What about you?
Primary EMS Role
Field provider
Training officer
Supervisor
Chief
Supplier
Other
Years in EMS
< 1 year
1-5 years
6-10 years
> 10 years
Fastest growth of social networks is older adults.
Opinion
It is OK for me, a co-worker, a student I am teaching, or a subordinate I supervise to …
It is OK to …
Post a patient’s picture in a Facebook update
Yes
No
Not Sure
It is OK to …
Include patient identifiers in a status update
Yes
No
Not Sure
Status Updates
Hey smoker put out your cigarette before I arrive
Responding to female with shortness of breath
Just cleared a kid having a seizure at the high school
Easy lift assist for 92 year old living at home with no meds and no other problems
It is OK to …
Write a blog post about an incident without patient identifiers
Yes
No
Not Sure
Is a blog post different than an EMS World magazine article about an incident? How is it different?
It is OK to …
Express frustration with a course instructor in a status update
Yes
No
Not Sure
What happens in class stays in class?
It is OK to …
Text the number of patients at an MCI to a friend at the Emergency Department
Yes
No
Not Sure
In a crisis, social networking transmission could be faster and more accurate than other methods
It is OK to …
Share photos of a new vehicle and or equipment on social networks
Yes
No
Not Sure
Photo Sharing Sites
Facebook users upload 2.5 billion photos a month. Your social media policy wont stop this so how can you embrace it?
It is OK to …
Check in at various locations visited during the work day
Yes
No
Not Sure
Geolocation
Geolocation
Are giving away actionable intelligence to our detractors, competitors, and enemies when we “check-in” on the job?
It is OK to …
Text chat, video chat, and or instant message while on duty
Yes
No
Not Sure
ChatRoulette
ME
?
Start Chat
I Play Farmville …
Yes
No
Hell NO!!
Questions
Search
Lead
Is Everybody Doing it?
900,000
EMS Professionals
Follow the Numbers
Follow the Numbers
Email
Full_Time_Staff, Part_Time_Staff
Monday Morning Training Tip
Fw: Fw: Fw: Fw: Re: This is TRUE
Good morning,
Welcome to another Monday EMT tip. Remember join our Facebook group.
When assessing chest pain patients remember these tips:
I got this important email.
READ THIS if you care fur are Countree
Blogs
Subject matters experts communicate with and interact directly with their audience
Videos
Podcasts
Podcasts and videos can broaden an organizations audience way beyond its email distribution list
Management understands social media (pro and con)
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Management Progression
Don’t know it exists
Ignore/pretend that it doesn’t exist
Dismiss as a fad or passing trend
Disallow or bar access
It’s too expensive
We better do something
Appoint a committee
Make a policy
Hope for the best
Internet Usage Policy
Permission
Time
Content
Contacts
Accessing Social Networks and Social Media
SM Policy Do and Don’t
DO:
use social media tools to serve your mission
DON’T:
Be stupid
Social Media Behaviors
Do Not:
Complain about agency or assignments
Engage at inappropriate times
Share confidential Information
Defame or slander
Use profanity
Social Media Behaviors
Do:
Be polite
Offer help
Participate
Engage intelligently
Be non-confrontational
Percent of Employees with a Smartphone
76-100%
51-75%
26-50%
0-25%
Get Specific about Use
Personal phone usage
Scene photos and video
Video chat
Network access
Geolocation check-ins
Work related status updates
Employer affiliation in profile
Policies in Place
You might need a policy to follow existing policies!
Role Modeling
Monitor
My agency has a Facebook page
Yes
No
Don’t know
Official Presence
Join the Conversation
Search
Vanity search
Location searches
Key words
Images
Videos
Social networks
Google Alerts
Facebook Insights
Twitter Search (search.twitter.com)
Twitter Search RSS
RSS Feed Readerreader.google.com
Advanced Twitter Search
Geolocate real-time and on-scene incident intelligence from responders, bystanders, and patients
Summary
Communicate value
Community looking for you
Official presence
Direct interaction
No barriers to entry
Need These Back
Special thanks to C3Softworks and KyleDavidBates.com
Questions
Search
Let’s Stay in Touch

Social Media for Personnel Management and Training

by Greg Friese on Oct 10, 2010

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Social Media for Personnel Management and Training — Presentation Transcript