12/8/2013

A CRASH COURSE IN SOCIAL MEDIA FOR IMPROVEMENT
Christina Krause | Executive Director, BCPSQC | @ck4q
Kevin Smit...
12/8/2013

Before we get started …
Share what you are learning, ask questions
or chat with others on Twitter!

#m3

#IHI25...
12/8/2013

Don’t forget to “hatch your egg”!

#ihi25forum
@ck4q | @kevin4quality

Ground Rules
How do we want to work
toge...
12/8/2013

#ihi25forum
@ck4q | @kevin4quality

Impromptu Networking
Two minutes per person in pairs.
Speak with 3 people y...
12/8/2013

Overview of the Day
Two Parts:

1. Social media as a strategy for health care
improvement
2. Getting your hands...
12/8/2013

Our Mission
Provide system-wide leadership through
collaboration with patients, the public and
those working wi...
12/8/2013

#ihi25forum
@ck4q | @kevin4quality

Pew Internet Surveys (Generations 2010)

Pew Internet

#ihi25forum
@ck4q | ...
12/8/2013

Pew Internet

#ihi25forum
@ck4q | @kevin4quality

The Engagement Pyramid

#ihi25forum
@ck4q | @kevin4quality

G...
12/8/2013

TRIZ

#ihi25forum
@ck4q | @kevin4quality

TRIZ – First Step
In groups, make a list of “to do’s” in answer to yo...
12/8/2013

Questions
1. How can we ensure privacy is breached on social media
tools such as Twitter/Facebook?
2. How do we...
12/8/2013

TRIZ – Third Step
Take one item at a time and ask:
— How am I and how are we going to stop it?
— What would be ...
12/8/2013

#ihi25forum
@ck4q | @kevin4quality

#quality4 | #quality2013
@ck4q | @ajay4quality

12
12/8/2013

#ihi25forum
@ck4q | @kevin4quality

13
12/8/2013

— Largest social network in the world with 1 billion+ users
— In Canada, 18 million people have accounts (52%)
...
12/8/2013

Adapted from Josh Bernoff's POST (2007)

#ihi25forum
#smIHI | @ck4q | @ajay4quality
@ck4q | @kevin4quality

Ada...
12/8/2013

Poll
My organization has a clear social media engagement
strategy:
a. SOS
b. Not so much
c. Pretty good
d. Abso...
12/8/2013

BCPSQC
Communications
& Engagement
Strategy

#smIHI | @ck4q | @ajay4quality

Social Media Guidelines
Typically ...
12/8/2013

Social Media Guidelines
Typically include:
- Information about the context and benefits of using social media.
...
12/8/2013

Newsletters ~ The Digital Way
1.
2.
3.
4.

The Look
Database Management
Two-way Dialogue (Engagement Pyramid)
S...
12/8/2013

Things we consider when sending emails:
• Engaging the subscribers
• Number of calls to action in
the email
• G...
12/8/2013

#ihi25forum
@ck4q | @kevin4quality

#ihi25forum
@ck4q | @kevin4quality

21
12/8/2013

#ihi25forum
#smIHI | @ck4q | @ajay4quality
@ck4q | @kevin4quality

#quality4 | #quality2013
#ihi25forum
#smIHI ...
12/8/2013

#ihi25forum
@ck4q | @kevin4quality

#ihi25forum
@ck4q | @kevin4quality

23
12/8/2013

Storytelling
Finding stories
― from staff, partners, call outs/campaigns
Documenting stories
― written/blog, vi...
12/8/2013

Slides via
286 presentations uploaded
Example from Quality Forum 2013
— 4 plenary presentations
— 102 breakout ...
12/8/2013

#ihi25forum
#smIHI | @ck4q | @ajay4quality
@ck4q | @kevin4quality

#quality4 | #quality2013
#ihi25forum
#smIHI ...
12/8/2013

#ihi25forum
@ck4q | @kevin4quality

#ihi25forum
#smIHI | @ck4q | @ajay4quality
@ck4q | @kevin4quality

27
12/8/2013

Video
—
—
—
—
—

Promotion
Storytelling
Documentation
Education
vs

#ihi25forum
#smIHI | @ck4q | @ajay4quality
...
12/8/2013

#smIHI | @ck4q | @ajay4quality

29
12/8/2013

Unique opportunity to:
1. Engage with colleagues (strong & weak tie)
2. Disseminate ‘calls to action’ to large ...
12/8/2013

Our Strategy on Twitter ( T H E J O U R N E Y S O F A R )
T W I T T E R S T R AT E G Y

The Conversation

@BCPS...
12/8/2013

BCPSQC Strategy
1. Follow organizations/individuals that align
with our work
 Helps build followers
(~ 15-25% ...
12/8/2013

An Example!

#ihi25forum
#smIHI | @ck4q | @ajay4quality
@ck4q | @kevin4quality

#smIHI | @ck4q | @ajay4quality
...
12/8/2013

#smIHI | @ck4q | @ajay4quality

#smIHI | @ck4q | @ajay4quality

34
12/8/2013

#smIHI | @ck4q | @ajay4quality

#smIHI | @ck4q | @ajay4quality

35
12/8/2013

#smIHI | @ck4q | @ajay4quality

So What Happened?

#ihi25forum
#smIHI | @ck4q | @ajay4quality
@ck4q | @kevin4qu...
12/8/2013

#smIHI | @ck4q | @ajay4quality

And How’d it Grow?

#ihi25forum
#smIHI | @ck4q | @ajay4quality
@ck4q | @kevin4q...
12/8/2013

#ihi25forum
#smIHI | @ck4q | @ajay4quality
@ck4q | @kevin4quality

BCPSQC Strategy
1.
2.
3.
4.
5.
6.

# of foll...
12/8/2013

#smIHI | @ck4q | @ajay4quality

#smIHI | @ck4q | @ajay4quality

39
12/8/2013

— Leverage social networks to build social stories
— Based upon social media networks
 Twitter, Facebook, YouT...
12/8/2013

#smIHI | @ck4q | @ajay4quality
#ihi25forum
@ck4q | @kevin4quality

Let's Take an Issue.

#ihi25forum
@ck4q | @k...
12/8/2013

#ihi25forum
@ck4q | @kevin4quality

Engage the community

#ihi25forum
#smIHI | @ck4q | @ajay4quality
@ck4q | @k...
12/8/2013

Take an action

#ihi25forum
#smIHI | @ck4q | @ajay4quality
@ck4q | @kevin4quality

Take an action

#ihi25forum
...
12/8/2013

Your
Media!

#smIHI | @ck4q | @ajay4quality

Your
Media!

#smIHI | @ck4q | @ajay4quality

44
12/8/2013

Our

#smIHI | @ck4q | @ajay4quality

#ihi25forum
#smIHI | @ck4q | @ajay4quality
@ck4q | @kevin4quality

45
12/8/2013

1. Ownership

#ihi25forum
#smIHI | @ck4q | @ajay4quality
@ck4q | @kevin4quality

2. Measuring Success

#ihi25fo...
12/8/2013

3. Changing Behaviour

#ihi25forum
#smIHI | @ck4q | @ajay4quality
@ck4q | @kevin4quality

#ihi25forum
@ck4q | @...
12/8/2013

What did the Canadian Patient Safety Institute try?

#ihi25forum
@ck4q | @kevin4quality

A Hand Hygiene
Video C...
12/8/2013

CPSI Campaign
— It’s all about the people –
“viewers choice”
— Videos posted to
Facebook & YouTube
— Votes = Li...
12/8/2013

“Mrs. A”, Winner, Viewers Choice
Chatham-Kent
Health Alliance, Ontario

Outcome of HH Video Competition
•
•
•
•...
12/8/2013

Outcome of HH Video Competition
Hard Data
• 1025 votes cast
• 54,000 post views on Facebook
(up 154%)
• Doubled...
12/8/2013

All time watched Hand Hygiene videos
University of Geneva Hospitals

Jefferson University Hospitals

~170,000 h...
12/8/2013

Most all-time
watched video
PSY – Gangnam Style
~1.8 Billion hits!
(Nov 13, 2013)

#ihi25forum
@ck4q | @kevin4q...
12/8/2013

Another example!

54
12/8/2013

How NHS used social media to 'go viral' for
Change Day
— 9 million Twitter impressions for a dedicated #nhschan...
12/8/2013

What’s Next for NHS Change Day?

#ihi25forum
@ck4q | @kevin4quality

Creating Your Own Social Media Strategy
Tu...
12/8/2013

Twitter 101:
Learn How Twitter Can Revolutionize the
Way We Engage Others to Improve Care

#ihi25forum
@ck4q | ...
12/8/2013

Newbie? Amateur? That’s okay.
230 million users….
….40% don’t tweet.

#ihi25forum
@ck4q | @kevin4quality

#ihi2...
12/8/2013

What Will We Do?
First Half:
1. Learn how to use Twitter
2. Why should we use Twitter?

#ihi25forum
@ck4q | @ke...
12/8/2013

What to Expect
1. Learn how Twitter can compliment your work

#ihi25forum
@ck4q | @kevin4quality

What to Expec...
12/8/2013

What to Expect
1. Learn how Twitter can compliment your work.
2. Learn practical skills on how to use Twitter t...
12/8/2013

#ihi25forum
@ck4q | @kevin4quality

#ihi25forum
@ck4q | @kevin4quality

62
12/8/2013

Download it from
www.bcpsqc.ca
(we’ll be referring to it
throughout the session)

63
12/8/2013

#ihi25forum
@ck4q | @kevin4quality

@

RT # DM

#ihi25forum
@ck4q | @kevin4quality

64
12/8/2013

What’s a handle?
It’s how people know who you are on Twitter
(it’s your username or Twitter ID).

#ihi25forum
@...
12/8/2013

Creating a handle
—
—
—
—

Create a Twitter ID that reflects who you are.
Be concise and memorable.
Keep it und...
12/8/2013

What’s the “@” symbol used for?
The @ is used before a handle to identify
accounts.
(just like an email address...
12/8/2013

What is the “@” symbol used for?
The @ is used before a handle to identify accounts.
(just like an email addres...
12/8/2013

What is a RT or Re-tweet?
When you share what someone else has tweeted
(like forwarding an email).

#ihi25forum...
12/8/2013

What is a RT or Re-tweet?
When you share what someone else has tweeted
(like forwarding an email).

A Re-Tweet ...
12/8/2013

What is a hashtag or the “#” symbol?
The # is used to organize information so
that it is easy to find.
Normally...
12/8/2013

What else are hashtags important for?

#ihi25forum
@ck4q | @kevin4quality

72
12/8/2013

What else are hashtags important for?
TRENDING
This occurs when a hashtag is used so often that
it becomes one ...
12/8/2013

Hashtags
Commonly used hashtags:
#hcsm
#healthcare

#ihi25forum
@ck4q | @kevin4quality

74
12/8/2013

Hashtags
Commonly used hashtags:
#hcsm
#healthcare

Organic hashtags:
#handhygiene
#dementia
#nhschange

#ihi25...
12/8/2013

Hashtags
• Commonly used hashtags: #bchc #healthcare
• Organic hashtags: #quality4 #handhygiene
• Fun hashtags
...
12/8/2013

Does everything on Twitter have to be
public?

#ihi25forum
@ck4q | @kevin4quality

Does everything on Twitter h...
12/8/2013

Does everything on Twitter have to be
public?
No!
Direct Message (DM): send a private message
(like a text mess...
12/8/2013

@

RT # DM

#ihi25forum
@ck4q | @kevin4quality

@

RT # DM

#ihi25forum
@ck4q | @kevin4quality

79
12/8/2013

Three Main Things to Keep in Mind
1. Tweet short (<120 characters) and include links.
2. Use hashtags (but don’...
12/8/2013

What Happens if You Make a Mistake?

#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4quality
@ck4q | @kevin4...
12/8/2013

#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4quality
@ck4q | @kevin4quality

#quality4 | #quality2013
#ih...
12/8/2013

10 Things to Keep in Mind While Tweeting

#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4quality
@ck4q | @k...
12/8/2013

#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4quality
@ck4q | @kevin4quality

Be Two-Way. Ask Questions.
1...
12/8/2013

When Should I Tweet?

#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4quality
@ck4q | @kevin4quality

When S...
12/8/2013

When Should I Tweet?
It’s up to you!
— When you have time to tweet.
— When you have something to share: a quote...
12/8/2013

When Should I Tweet?
You can also schedule tweets to provide
framework for discussion throughout the day and
av...
12/8/2013

Scheduling Tweets

#ihi25forum
@ck4q | @kevin4quality

Provide Links

#quality4 | #quality2013
#ihi25forum
@ck4...
12/8/2013

Provide Links
Use a tool that shortens links

#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4quality
@ck4q ...
12/8/2013

Provide Links
Use a tool that shortens links.
Actual Link
http://www.changemodel.nhs.uk/pg/dashboard
Shortened ...
12/8/2013

Follow & tweet organisations and/or individuals
that interest you

#quality4 | #quality2013
#ihi25forum
@ck4q |...
12/8/2013

Follow & tweet organisations and/or individuals
that interest you
Follow these relevant accounts:
@TheIHI
@BMJ_...
12/8/2013

93
12/8/2013

Building a Strong Twitter Following
1. Follow others, look to see who they are following:
—
—
—

e.g., @maureen...
12/8/2013

Building a Strong Twitter Following
1. Follow others, look to see who they are following:
—
—
—

e.g., @berci o...
12/8/2013

Building a Strong Twitter Following
1. Follow others, look to see who they are following:
—
—
—

e.g., @berci o...
12/8/2013

97
12/8/2013

Building a Strong Twitter Following
Some additional points to consider:
1. You’ll need to purge at some point
2...
12/8/2013

HTTP://NJIMEDIA.COM/PROJECT/BESTTWITTERPRACTICESINFOGRAPHIC/

Three Main Things to Keep in Mind
1. Tweet short ...
12/8/2013

Seriously?
Let your personality shine

#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4quality
@ck4q | @kevi...
12/8/2013

Seriously?
Being casual works, too

#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4quality
@ck4q | @kevin4q...
12/8/2013

What Could We Tweet About?

#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4quality
@ck4q | @kevin4quality

...
12/8/2013

What Could We Tweet About?
How about Live Brain Surgery?!

#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4q...
12/8/2013

#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4quality
@ck4q | @kevin4quality

104
12/8/2013

LET’S GET OUR HANDS DIRTY!

#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4quality
@ck4q | @kevin4quality

...
12/8/2013

Who is Your Audience?
Method

Audience

Flipchart
Twitter

Only Us

#quality4 | #quality2013
#ihi25forum
@ck4q ...
12/8/2013

LET’S GET OUR HANDS DIRTY
Exercise #1: Send out this tweet:
What’s you’re favourite ah-ha moment from an @TheIH...
12/8/2013

The Art of Tweeting
Exercise #2: Create a great tweet out of this!
“Cleaning your hands is important. Have a lo...
12/8/2013

The Art of Tweeting
Exercise #3: Let’s try a campaign
People
@helenbevan
@jasonleitch
@Jo_Inge
@maureenbis
@pau...
12/8/2013

Social Media Dashboards

Twitter apps for Mobiles

OpenBreak

Echofon

Tweetdeck

Other cool tools

Storify
Twi...
12/8/2013

Current Practice

+

+

#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4quality
@ck4q | @kevin4quality

Futu...
12/8/2013

The future...
1. More connections, less isolation

#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4quality
@...
12/8/2013

The future...
1. More connections, less isolation
2. Compelling stories through video
3. Power of the crowds
– ...
12/8/2013

The future...
1. More connections, less isolation
2. Compelling stories through video
3. Power of the crowds
– ...
12/8/2013

115
12/8/2013

The future...
1. More connections, less isolation
2. Compelling stories through video
3. Power of the crowds
– ...
12/8/2013

117
12/8/2013

Join us for our next #QualityChat!
- One hour “Twitter chat” on topic related to
improving quality of care
- Ne...
12/8/2013

Final Thoughts
1. Download our “Twitter for Health Care
Professionals” Guide .
2. Attend a Twitter Chat!
#quali...
12/8/2013

Tweet out your commitment!
Table Exercise:
1. What will you do after this session?
2. Write it down on a piece ...
12/8/2013

Abhishek Bhartia
India

@abhishek4q

Grete Kistrup
Denmark

@Gkistrup

121
12/8/2013

Thank you!

#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4quality
@ck4q | @kevin4quality

122
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Socialmedia driving Quality Improvement!

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Transcript of "Socialmedia driving Quality Improvement!"

  1. 1. 12/8/2013 A CRASH COURSE IN SOCIAL MEDIA FOR IMPROVEMENT Christina Krause | Executive Director, BCPSQC | @ck4q Kevin Smith | Communications Specialist, BCPSQC | @kevin4quality IHI National Forum on Quality Improvement in Health Care | Dec 2013 Minicourse Pre-work Before the minicourse, please complete this quick pre-work so that you can get the most out of our session. http://ow.ly/rahOv #ihi25forum @ck4q | @kevin4quality 1
  2. 2. 12/8/2013 Before we get started … Share what you are learning, ask questions or chat with others on Twitter! #m3 #IHI25forum #ihi25forum @ck4q | @kevin4quality Don’t forget to “hatch your egg”! #ihi25forum @ck4q | @kevin4quality 2
  3. 3. 12/8/2013 Don’t forget to “hatch your egg”! #ihi25forum @ck4q | @kevin4quality Ground Rules How do we want to work together in this room today? #ihi25forum @ck4q | @kevin4quality 3
  4. 4. 12/8/2013 #ihi25forum @ck4q | @kevin4quality Impromptu Networking Two minutes per person in pairs. Speak with 3 people you don’t know! Ask 2 questions: - What are you passionate about in your work? - How do you think social media can help you in your role? #ihi25forum @ck4q | @kevin4quality 4
  5. 5. 12/8/2013 Overview of the Day Two Parts: 1. Social media as a strategy for health care improvement 2. Getting your hands dirty with Twitter #ihi25forum @ck4q | @kevin4quality Our Vision A sustainable health care system built on a foundation of quality. #ihi25forum @ck4q | @kevin4quality 5
  6. 6. 12/8/2013 Our Mission Provide system-wide leadership through collaboration with patients, the public and those working within the health system in a relentless pursuit of quality. #ihi25forum @ck4q | @kevin4quality #ihi25forum @ck4q | @kevin4quality 6
  7. 7. 12/8/2013 #ihi25forum @ck4q | @kevin4quality Pew Internet Surveys (Generations 2010) Pew Internet #ihi25forum @ck4q | @kevin4quality 7
  8. 8. 12/8/2013 Pew Internet #ihi25forum @ck4q | @kevin4quality The Engagement Pyramid #ihi25forum @ck4q | @kevin4quality Gideon Rosenblatt, Former Groundwire Executive Director 8
  9. 9. 12/8/2013 TRIZ #ihi25forum @ck4q | @kevin4quality TRIZ – First Step In groups, make a list of “to do’s” in answer to your assigned question on a flip chart. There is no wrong answer – GO WILD! 5 minutes #ihi25forum @ck4q | @kevin4quality 9
  10. 10. 12/8/2013 Questions 1. How can we ensure privacy is breached on social media tools such as Twitter/Facebook? 2. How do we make sure no one is on Twitter? 3. How can ensure NO dialogue, learning or sharing occurs on online community of practice websites? 4. What could we do to ensure we do NOT succeed in using social media as a health care improvement tool? #ihi25forum @ck4q | @kevin4quality TRIZ – Second Step Go down the list and ask: “Is there anything on this list that we currently practice, even remotely?” — Cross out the ones that you aren’t doing AT ALL — Circle the ones that you resemble something you are currently doing #ihi25forum @ck4q | @kevin4quality 10
  11. 11. 12/8/2013 TRIZ – Third Step Take one item at a time and ask: — How am I and how are we going to stop it? — What would be the first move? — What could I personally commit to stopping right now. — What could we do in the next few days? Next week? — Do we need leadership help? Organizational support? #ihi25forum @ck4q | @kevin4quality Why use online tools? #ihi25forum @ck4q | @kevin4quality 11
  12. 12. 12/8/2013 #ihi25forum @ck4q | @kevin4quality #quality4 | #quality2013 @ck4q | @ajay4quality 12
  13. 13. 12/8/2013 #ihi25forum @ck4q | @kevin4quality 13
  14. 14. 12/8/2013 — Largest social network in the world with 1 billion+ users — In Canada, 18 million people have accounts (52%) — In the US, 128 million people have accounts (41%) — 67% of us log-in daily — Of people who are online, 4 out of 5 have an account #ihi25forum @ck4q | @kevin4quality #ihi25forum @ck4q | @kevin4quality 14
  15. 15. 12/8/2013 Adapted from Josh Bernoff's POST (2007) #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality Adapted from Josh Bernoff's POST (2007) #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality 15
  16. 16. 12/8/2013 Poll My organization has a clear social media engagement strategy: a. SOS b. Not so much c. Pretty good d. Absolutely! #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality BCPSQC Journey…just beginning! Communications & engagement to … 1. Support efforts to improve quality of care 2. Build social movement thinking into quality 3. Engage at a wide scale – strong ties/weak ties Through … Engagement | Storytelling | Digital Strategy #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality 16
  17. 17. 12/8/2013 BCPSQC Communications & Engagement Strategy #smIHI | @ck4q | @ajay4quality Social Media Guidelines Typically include: - Information about the context and benefits of using social media. What to be aware of. The process to follow when using social media. Principles to guide the use of social media tools in your professional capacity. - Useful links. #ihi25forum @ck4q | @kevin4quality 17
  18. 18. 12/8/2013 Social Media Guidelines Typically include: - Information about the context and benefits of using social media. - What to be aware of and a bit about the process to follow in using social media. - Principles to guide the use of social media tools in your professional capacity. - Useful links. - CONSULT BOTH YOUR ORGANIZATIONAL & PROFESSIONAL GUIDELINES #ihi25forum @ck4q | @kevin4quality Email Marketing — Email newsletter using • Targeted, personal emails • Partner emails #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality 18
  19. 19. 12/8/2013 Newsletters ~ The Digital Way 1. 2. 3. 4. The Look Database Management Two-way Dialogue (Engagement Pyramid) Statistics #ihi25forum #quality4@ck4q | @ajay4quality #smIHI | | #quality2013 @ck4q | @ajay4quality @kevin4quality Things we consider when sending emails: • • • • Email client Open rate Click rate Time of day • • • • Day of week Subject line Frequency of newsletters Content #ihi25forum #quality4@ck4q | @ajay4quality #smIHI | | #quality2013 @ck4q | @ajay4quality @kevin4quality 19
  20. 20. 12/8/2013 Things we consider when sending emails: • Engaging the subscribers • Number of calls to action in the email • Growth of the subscriber base • Subscriber & field analysis • Segmentation • Top forwarders strategy (champions) • Template & format • Measuring End Outcomes #ihi25forum #quality4@ck4q | @ajay4quality #smIHI | | #quality2013 @ck4q | @ajay4quality @kevin4quality 98% receive your email 2% soft or hard bounce. 18-26% open a few mark as junk. 2-5% click 0.2-0.5% unsubscribe. 1-3% take action Courtesy of @mrbenjohnson #smIHI | @ck4q | @ajay4quality How many people do you think read your entire email? 20
  21. 21. 12/8/2013 #ihi25forum @ck4q | @kevin4quality #ihi25forum @ck4q | @kevin4quality 21
  22. 22. 12/8/2013 #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality #quality4 | #quality2013 #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @ajay4quality @ck4q | @kevin4quality 22
  23. 23. 12/8/2013 #ihi25forum @ck4q | @kevin4quality #ihi25forum @ck4q | @kevin4quality 23
  24. 24. 12/8/2013 Storytelling Finding stories ― from staff, partners, call outs/campaigns Documenting stories ― written/blog, video, photo, audio Sharing stories ― via social media, web, email, partners #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality An Example: Tools & Products 1. 2. 3. 4. 5. 6. 7. Email Blasts Sharing presentations Blog Posts Videos Photos Unique website and analytics Twitter #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality 24
  25. 25. 12/8/2013 Slides via 286 presentations uploaded Example from Quality Forum 2013 — 4 plenary presentations — 102 breakout session presentations — 11 academic and quality pre-forum presentations — 7 patient & family centered care pre-forum presentation — 8 Heath Talks presentations #ihi25forum @ck4q | @kevin4quality 25
  26. 26. 12/8/2013 #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality #quality4 | #quality2013 #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @ajay4quality @ck4q | @kevin4quality 26
  27. 27. 12/8/2013 #ihi25forum @ck4q | @kevin4quality #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality 27
  28. 28. 12/8/2013 Video — — — — — Promotion Storytelling Documentation Education vs #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality 28
  29. 29. 12/8/2013 #smIHI | @ck4q | @ajay4quality 29
  30. 30. 12/8/2013 Unique opportunity to: 1. Engage with colleagues (strong & weak tie) 2. Disseminate ‘calls to action’ to large audiences 3. Increase awareness of issues 4. Build and strengthen communities 5. Promote learning from events #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality BCPSQC Approach  Trusted voice on health quality  Support the work of our partners  Empower staff and those interested to use Twitter to grow interest and involvement in the health quality agenda #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality 30
  31. 31. 12/8/2013 Our Strategy on Twitter ( T H E J O U R N E Y S O F A R ) T W I T T E R S T R AT E G Y The Conversation @BCPSQC @BCSepsis @BCQualityForum @sharimck @tweetvandijk @Kevin4Quality @Kanneprocter @SeniorsQuality @DrMarsBar @CHochfilzer Initiatives @BCSQAN @CLeARBC @ck4q Organization @crecsky @Meher4Q Staff @DrDavSweet @KimberMcKinley #smIHI | @ck4q | @ajay4quality Power of Collective Twitter Following Started BCPSQC Jun 13 2011 ck4q Mar 15 2011 Sharimck Jul 28 2009 BCSQAN Apr 27 2012 BCSepsis Apr 27 2012 CLeARBC Jun 7 2013 BCQualityForum May 1 2012 Kanneprocter Mar 11 2011 Tweetvandijk Oct 28 2010 Kevin4Quality Feb 20 2012 Chochfilzer Feb 23 2012 Total Following 2265 1006 439 372 199 83 100 386 134 225 146 Followers # of Tweets Klout Score 2601 1316 439 277 417 51 222 179 227 228 92 8064 5002 2907 677 409 395 133 168 501 565 604 157 56 49 43 43 41 34 40 30 34 46 25 #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality 31
  32. 32. 12/8/2013 BCPSQC Strategy 1. Follow organizations/individuals that align with our work  Helps build followers (~ 15-25% of those you follow, follow you back) 2. Engage with those who interact with us  RTing our partners, thanking for RTs, #FF  Active dialogue on relevant topics #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality BCPSQC Strategy 3. Disseminate content in a way that is fresh and engaging – Live tweet from events – Keeping tweets short and witty – Provide links to Council and partner events, documents or interesting information #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality 32
  33. 33. 12/8/2013 An Example! #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality #smIHI | @ck4q | @ajay4quality 33
  34. 34. 12/8/2013 #smIHI | @ck4q | @ajay4quality #smIHI | @ck4q | @ajay4quality 34
  35. 35. 12/8/2013 #smIHI | @ck4q | @ajay4quality #smIHI | @ck4q | @ajay4quality 35
  36. 36. 12/8/2013 #smIHI | @ck4q | @ajay4quality So What Happened? #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality 36
  37. 37. 12/8/2013 #smIHI | @ck4q | @ajay4quality And How’d it Grow? #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality 37
  38. 38. 12/8/2013 #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality BCPSQC Strategy 1. 2. 3. 4. 5. 6. # of followers # of clicks # of retweets # of replies/mentions # of lists featuring @BCPSQC Top tweets (content) + review of layout #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality 38
  39. 39. 12/8/2013 #smIHI | @ck4q | @ajay4quality #smIHI | @ck4q | @ajay4quality 39
  40. 40. 12/8/2013 — Leverage social networks to build social stories — Based upon social media networks  Twitter, Facebook, YouTube, Flickr, Instagram, etc — Provides opportunity to make sense of what you've pulled together #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality #ihi25forum @ck4q | @kevin4quality 40
  41. 41. 12/8/2013 #smIHI | @ck4q | @ajay4quality #ihi25forum @ck4q | @kevin4quality Let's Take an Issue. #ihi25forum @ck4q | @kevin4quality 41
  42. 42. 12/8/2013 #ihi25forum @ck4q | @kevin4quality Engage the community #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality 42
  43. 43. 12/8/2013 Take an action #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality Take an action #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality 43
  44. 44. 12/8/2013 Your Media! #smIHI | @ck4q | @ajay4quality Your Media! #smIHI | @ck4q | @ajay4quality 44
  45. 45. 12/8/2013 Our #smIHI | @ck4q | @ajay4quality #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality 45
  46. 46. 12/8/2013 1. Ownership #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality 2. Measuring Success #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality 46
  47. 47. 12/8/2013 3. Changing Behaviour #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality #ihi25forum @ck4q | @kevin4quality 47
  48. 48. 12/8/2013 What did the Canadian Patient Safety Institute try? #ihi25forum @ck4q | @kevin4quality A Hand Hygiene Video Contest! #ihi25forum @ck4q | @kevin4quality 48
  49. 49. 12/8/2013 CPSI Campaign — It’s all about the people – “viewers choice” — Videos posted to Facebook & YouTube — Votes = Likes on Facebook #ihi25forum @ck4q | @kevin4quality Hand Hygiene Across Canada Housekeeping Staff Maimonides Geriatric Center, Quebec 49
  50. 50. 12/8/2013 “Mrs. A”, Winner, Viewers Choice Chatham-Kent Health Alliance, Ontario Outcome of HH Video Competition • • • • 1025 votes cast 54,000 post views on Facebook (up 154%) Doubled their Facebook followers 1300 comments on the hand hygiene videos (compared to almost no comments on posts previously) • ~3500 views of the videos #ihi25forum @ck4q | @kevin4quality 50
  51. 51. 12/8/2013 Outcome of HH Video Competition Hard Data • 1025 votes cast • 54,000 post views on Facebook (up 154%) • Doubled Facebook followers • 1300 comments (vs almost no comments on posts previously) • ~3500 views Overall • Audience Engagement • Social Spread • Reward • Sustainability (e.g., 2012 Med Rec Video Contest) #ihi25forum @ck4q | @kevin4quality All time watched Hand Hygiene videos University of Geneva Hospital 170,000 hits Nov 17, 2009 #ihi25forum @ck4q | @kevin4quality 51
  52. 52. 12/8/2013 All time watched Hand Hygiene videos University of Geneva Hospitals Jefferson University Hospitals ~170,000 hits (Nov 17, 2009) ~115,000 hits (Jan 31, 2011) What is the all-time most watched video online? #ihi25forum @ck4q | @kevin4quality 52
  53. 53. 12/8/2013 Most all-time watched video PSY – Gangnam Style ~1.8 Billion hits! (Nov 13, 2013) #ihi25forum @ck4q | @kevin4quality The Next Sensation?! PSY – Gangnam Style ~1.8 Billion hits! (Nov 13, 2013) Global Handwashing Day ~127K hits (Nov 13, 2013) #ihi25forum @ck4q | @kevin4quality 53
  54. 54. 12/8/2013 Another example! 54
  55. 55. 12/8/2013 How NHS used social media to 'go viral' for Change Day — 9 million Twitter impressions for a dedicated #nhschangeday hashtag — 1, 600+ visits in 19 days to Change Day YouTube channel — 33, 000 visits to Change Day Facebook Page — 2, 000 visits to Change Day podcast channels, not including downloads and subscriptions on a dedicated podcast channel on iTunes #ihi25forum @ck4q | @kevin4quality How NHS used social media to 'go viral' for Change Day — 9 million Twitter impressions for a dedicated #nhschangeday hashtag — 1, 600+ visits in 19 days to Change Day YouTube channel — 33, 000 visits to Change Day Facebook Page — 2, 000 visits to Change Day podcast channels, not including downloads and subscriptions on a dedicated podcast channel on iTunes — With a pledge target of 65,000, they achieved 182,000 pledges via online website #ihi25forum @ck4q | @kevin4quality 55
  56. 56. 12/8/2013 What’s Next for NHS Change Day? #ihi25forum @ck4q | @kevin4quality Creating Your Own Social Media Strategy Turn to Your Neighbour: What are you working on? What strategies might you use? #ihi25forum @ck4q | @kevin4quality 56
  57. 57. 12/8/2013 Twitter 101: Learn How Twitter Can Revolutionize the Way We Engage Others to Improve Care #ihi25forum @ck4q | @kevin4quality #ihi25forum @ck4q | @kevin4quality 57
  58. 58. 12/8/2013 Newbie? Amateur? That’s okay. 230 million users…. ….40% don’t tweet. #ihi25forum @ck4q | @kevin4quality #ihi25forum @ck4q | @kevin4quality 58
  59. 59. 12/8/2013 What Will We Do? First Half: 1. Learn how to use Twitter 2. Why should we use Twitter? #ihi25forum @ck4q | @kevin4quality What Will We Do? First Half: 1. Learn how to use Twitter 2. Why should we use Twitter? Second Half: 1. Get our hands dirty through a live experiment! 2. Questions #ihi25forum @ck4q | @kevin4quality 59
  60. 60. 12/8/2013 What to Expect 1. Learn how Twitter can compliment your work #ihi25forum @ck4q | @kevin4quality What to Expect 1. Learn how Twitter can compliment your work. 2. Learn practical skills on how to use Twitter to help you and your organization succeed. #ihi25forum @ck4q | @kevin4quality 60
  61. 61. 12/8/2013 What to Expect 1. Learn how Twitter can compliment your work. 2. Learn practical skills on how to use Twitter to help you and your organization succeed. • We won’t be able to delve into all the topics but we will try to cover as much as we can! #ihi25forum @ck4q | @kevin4quality What to Expect 1. Learn how Twitter can compliment your work. 2. Learn practical skills on how to use Twitter to help you and your organization succeed. • We won’t be able to delve into all the topics but we will try to cover as much as we can! • Target audience = newbie to amateur user (not superstar) #ihi25forum @ck4q | @kevin4quality 61
  62. 62. 12/8/2013 #ihi25forum @ck4q | @kevin4quality #ihi25forum @ck4q | @kevin4quality 62
  63. 63. 12/8/2013 Download it from www.bcpsqc.ca (we’ll be referring to it throughout the session) 63
  64. 64. 12/8/2013 #ihi25forum @ck4q | @kevin4quality @ RT # DM #ihi25forum @ck4q | @kevin4quality 64
  65. 65. 12/8/2013 What’s a handle? It’s how people know who you are on Twitter (it’s your username or Twitter ID). #ihi25forum @ck4q | @kevin4quality Creating a handle — — — — Create a Twitter ID that reflects who you are Be concise and memorable Keep it under 15 characters if possible Avoid underscores #ihi25forum @ck4q | @kevin4quality 65
  66. 66. 12/8/2013 Creating a handle — — — — Create a Twitter ID that reflects who you are. Be concise and memorable. Keep it under 15 characters if possible. Avoid underscores. Bad Twitter ID @Kevin__Smith76301 #ihi25forum @ck4q | @kevin4quality Creating a handle — — — — Create a Twitter ID that reflects who you are. Be concise and memorable. Keep it under 15 characters if possible. Avoid underscores. Good Twitter ID Bad Twitter ID @Kevin4Quality @Kevin__Smith76301 #ihi25forum @ck4q | @kevin4quality 66
  67. 67. 12/8/2013 What’s the “@” symbol used for? The @ is used before a handle to identify accounts. (just like an email address, if you write the handle wrong or forget the @, the person will not receive your message) #ihi25forum @ck4q | @kevin4quality What is the “@” symbol used for? The @ is used before a handle to identify accounts. (just like an email address, if you write the handle wrong or forget the @, the person will not receive your message) In Real Life Hi Kevin! How are you? #ihi25forum @ck4q | @kevin4quality 67
  68. 68. 12/8/2013 What is the “@” symbol used for? The @ is used before a handle to identify accounts. (just like an email address, if you write the handle wrong or forget the @, the person will not receive your message) In Real Life On Twitter Hi Kevin! How are you? Hi @Kevin4Quality! How are you? or @Kevin4Quality Hi Kevin! How are you? #ihi25forum @ck4q | @kevin4quality What is a tweet? A post on Twitter (similar to an email or text message, just shorter!) #ihi25forum @ck4q | @kevin4quality 68
  69. 69. 12/8/2013 What is a RT or Re-tweet? When you share what someone else has tweeted (like forwarding an email). #ihi25forum @ck4q | @kevin4quality What is a RT or Re-tweet? When you share what someone else has tweeted (like forwarding an email). #ihi25forum @ck4q | @kevin4quality 69
  70. 70. 12/8/2013 What is a RT or Re-tweet? When you share what someone else has tweeted (like forwarding an email). A Re-Tweet (RT) RT @VCHhealthcare Clean up – Gangnam style! [video] bit.ly/UQJouz #handhygiene via @NHSNorthants #ihi25forum @ck4q | @kevin4quality What is a hashtag or the “#” symbol? The # is used to organize information so that it is easy to find. #ihi25forum @ck4q | @kevin4quality 70
  71. 71. 12/8/2013 What is a hashtag or the “#” symbol? The # is used to organize information so that it is easy to find. Normally you’d say… I’d like to learn how to prevent stroke, any ideas on where to go? #ihi25forum @ck4q | @kevin4quality What is a hashtag or the “#” symbol? The # is used to organize information so that it is easy to find. Normally you’d say… I’d like to learn how to prevent stroke, any ideas on where to go? With a hashtag I’d like to learn how to prevent #stroke, any ideas on where to go? #ihi25forum @ck4q | @kevin4quality 71
  72. 72. 12/8/2013 What else are hashtags important for? #ihi25forum @ck4q | @kevin4quality 72
  73. 73. 12/8/2013 What else are hashtags important for? TRENDING This occurs when a hashtag is used so often that it becomes one of the most popular conversations in the world or a specific region. #ihi25forum @ck4q | @kevin4quality 73
  74. 74. 12/8/2013 Hashtags Commonly used hashtags: #hcsm #healthcare #ihi25forum @ck4q | @kevin4quality 74
  75. 75. 12/8/2013 Hashtags Commonly used hashtags: #hcsm #healthcare Organic hashtags: #handhygiene #dementia #nhschange #ihi25forum @ck4q | @kevin4quality Hashtags Commonly used hashtags: #hcsm #healthcare Organic hashtags: #handhygiene #dementia #nhschange What about fun hashtags? #ihi25forum @ck4q | @kevin4quality 75
  76. 76. 12/8/2013 Hashtags • Commonly used hashtags: #bchc #healthcare • Organic hashtags: #quality4 #handhygiene • Fun hashtags Normal Tweet via @simonwmedic Have account, am tweeting but photo upload not available - bonus point unjustly denied! #quality2013 #quality4 #ihi25forum @ck4q | @kevin4quality Fun Hashtags Normal Tweet via @simonwmedic Have account, am tweeting but photo upload not available - bonus point unjustly denied! #quality2013 #quality4 Normal Tweet, Funny hashtags Have account, am tweeting but photo upload not available - bonus point unjustly denied! #technologysucks #stillanegg #ihi25forum @ck4q | @kevin4quality 76
  77. 77. 12/8/2013 Does everything on Twitter have to be public? #ihi25forum @ck4q | @kevin4quality Does everything on Twitter have to be public? No! Direct Message (DM): send a private message (like a text message) #ihi25forum @ck4q | @kevin4quality 77
  78. 78. 12/8/2013 Does everything on Twitter have to be public? No! Direct Message (DM): send a private message (like a text message) Normal Tweet Hi @Kevin4Quality! How are you? #ihi25forum @ck4q | @kevin4quality Does everything on Twitter have to be public? No! Direct Message (DM): send a private message (like a text message) Normal Tweet Direct Message Hi @Kevin4Quality! How are you? d Kevin4Quality Hi Kevin! How are you? #ihi25forum @ck4q | @kevin4quality 78
  79. 79. 12/8/2013 @ RT # DM #ihi25forum @ck4q | @kevin4quality @ RT # DM #ihi25forum @ck4q | @kevin4quality 79
  80. 80. 12/8/2013 Three Main Things to Keep in Mind 1. Tweet short (<120 characters) and include links. 2. Use hashtags (but don’t overuse them). 3. Mention people. #ihi25forum @ck4q | @kevin4quality 80
  81. 81. 12/8/2013 What Happens if You Make a Mistake? #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality What Happens if You Make a Mistake? Not to worry! You can delete tweets. Or, if it’s a honest mistake, you can correct yourself. (Like an email – if you forgot to attach a file, you would follow up with a secondary email with the file) #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality 81
  82. 82. 12/8/2013 #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality 82
  83. 83. 12/8/2013 10 Things to Keep in Mind While Tweeting #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality 83
  84. 84. 12/8/2013 #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality Be Two-Way. Ask Questions. 1. Make tweets engaging and informative. 2. Feel free to crowd-source for information or feedback. 3. The point is to be engaging. #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality 84
  85. 85. 12/8/2013 When Should I Tweet? #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality When Should I Tweet? It’s up to you! #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality 85
  86. 86. 12/8/2013 When Should I Tweet? It’s up to you! — When you have time to tweet. — When you have something to share: a quote, an article, a toolkit, a model, a job posting, etc. — When you’re at an event. #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality via @danzarrella #quality4 | #quality2013 @ck4q | @ajay4quality 86
  87. 87. 12/8/2013 When Should I Tweet? You can also schedule tweets to provide framework for discussion throughout the day and avoid sending multiple tweets all at once. #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality When Should I Tweet? You can also schedule tweets to provide framework for discussion throughout the day and avoid sending multiple tweets all at once. HootSuite is a great tool that can help you do this easily. #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality 87
  88. 88. 12/8/2013 Scheduling Tweets #ihi25forum @ck4q | @kevin4quality Provide Links #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality 88
  89. 89. 12/8/2013 Provide Links Use a tool that shortens links #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality Provide Links Use a tool that shortens links. Actual Link http://www.changemodel.nhs.uk/pg/dashboard #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality 89
  90. 90. 12/8/2013 Provide Links Use a tool that shortens links. Actual Link http://www.changemodel.nhs.uk/pg/dashboard Shortened Link ow.ly/cenYS #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality via @danzarrella 90
  91. 91. 12/8/2013 Follow & tweet organisations and/or individuals that interest you #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality Follow & tweet organizations and/or individuals that interest you via hashtag search: 1. Search #ihi25forum 2. See who else is tweeting 3. Then you can follow those people that interest you. #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality 91
  92. 92. 12/8/2013 Follow & tweet organisations and/or individuals that interest you Follow these relevant accounts: @TheIHI @BMJ_Group @NHSIQ @helenbevan @KoAwatea @bcpsqc @maureenbis @jasonleitch And don’t forget your own organization and colleagues! #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality Follow & tweet organisations and/or individuals that interest you Don’t worry you can follow as many groups as you like, there’s no limit. Need help on how to follow others? #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality 92
  93. 93. 12/8/2013 93
  94. 94. 12/8/2013 Building a Strong Twitter Following 1. Follow others, look to see who they are following: — — — e.g., @maureenbis or @TheIHI Accounts with shared interests And check out their lists. Speaking of which… #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality Building a Strong Twitter Following 1. Follow others, look to see who they are following: — — — e.g., @maureenbis or @TheIHI Accounts with shared interests And check out their lists. Speaking of which… 2. Look at lists – that you and similar accounts belong to #ihi25forum @ck4q | @kevin4quality 94
  95. 95. 12/8/2013 Building a Strong Twitter Following 1. Follow others, look to see who they are following: — — — e.g., @berci or @TheIHI Accounts with shared interests And check out their lists. Speaking of which… 2. Look at lists – that you and similar accounts belong to 3. Search for hashtags – who is using them? #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality Building a Strong Twitter Following 1. Follow others, look to see who they are following: — — — e.g., @berci or @TheIHI Accounts with shared interests And check out their lists. Speaking of which… 2. Look at lists – that you and similar accounts belong to 3. Search for hashtags – who is using them? 4. Tweet! — — Great content (we’ll get into that) Schedule tweets #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality 95
  96. 96. 12/8/2013 Building a Strong Twitter Following 1. Follow others, look to see who they are following: — — — e.g., @berci or @qualityforum Accounts with shared interests And check out their lists. Speaking of which… 2. Look at lists – that you and similar accounts belong to 3. Search for hashtags – who is using them? 4. Tweet! — Great content (we’ll get into that) 5. Engage with others! – Conversations, Twitters chats, thanks for following #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality Building a Strong Twitter Following 6 Things to Consider: 1. Who is this person? 2. What does this person tweet about? 3. How many followers? 4. What is the following/follower ratio? 5. When was the last tweet? 6. How often are tweets sent? #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality 96
  97. 97. 12/8/2013 97
  98. 98. 12/8/2013 Building a Strong Twitter Following Some additional points to consider: 1. You’ll need to purge at some point 2. Review your following / follower ratio #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality 98
  99. 99. 12/8/2013 HTTP://NJIMEDIA.COM/PROJECT/BESTTWITTERPRACTICESINFOGRAPHIC/ Three Main Things to Keep in Mind 1. Tweet short (<120 characters) and include links. 2. Use hashtags (but don’t overuse them). 3. Mention people. #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality 99
  100. 100. 12/8/2013 Seriously? Let your personality shine #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality Seriously? It’s okay to have fun #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality 100
  101. 101. 12/8/2013 Seriously? Being casual works, too #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality 101
  102. 102. 12/8/2013 What Could We Tweet About? #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality 102
  103. 103. 12/8/2013 What Could We Tweet About? How about Live Brain Surgery?! #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality 103
  104. 104. 12/8/2013 #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality 104
  105. 105. 12/8/2013 LET’S GET OUR HANDS DIRTY! #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality Who is Your Audience? Method Audience Flipchart Twitter #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality 105
  106. 106. 12/8/2013 Who is Your Audience? Method Audience Flipchart Twitter Only Us #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality Who is Your Audience? Method Audience Flipchart Twitter Only Us The World! #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality 106
  107. 107. 12/8/2013 LET’S GET OUR HANDS DIRTY Exercise #1: Send out this tweet: What’s you’re favourite ah-ha moment from an @TheIHI Forum? Tell us! #ihi25forum #AhHa Three Main Things to Keep in Mind (checklist) Tweet short (<120 characters) and include links Use hashtags (but don’t overuse them) Mention people #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality LET’S GET OUR HANDS DIRTY Exercise #1: Send out this tweet: What’s you’re favourite ah-ha moment from an @TheIHI Forum? Tell us! #ihi25forum #AhHa Three Main Things to Keep in Mind (checklist) Tweet short (<120 characters) and include links Use hashtags (but don’t overuse them) Mention people #ihi25forum @ck4q | @kevin4quality 107
  108. 108. 12/8/2013 The Art of Tweeting Exercise #2: Create a great tweet out of this! “Cleaning your hands is important. Have a look at this really interesting video that uses Gangnam Style as a way to engage health care providers to improve hand hygiene. Here is the link: http://www.youtube.com/watch?v=TGddyTW5eMc” #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality (278 characters) The Art of Tweeting Exercise #3: Let’s try a campaign #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality 108
  109. 109. 12/8/2013 The Art of Tweeting Exercise #3: Let’s try a campaign People @helenbevan @jasonleitch @Jo_Inge @maureenbis @paulplsek @LynneMaher1 Organizations @The IHI @BMJ @BCPSQC @NHSIQ @WHO @KoAwatea #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality LET’S GET OUR HANDS DIRTY Exercise #3: Re-Tweet Let’s go see what’s happening on #ihi25forum #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality 109
  110. 110. 12/8/2013 Social Media Dashboards Twitter apps for Mobiles OpenBreak Echofon Tweetdeck Other cool tools Storify Twitterfall Reflections so far ... 1. 2. 3. 4. 5. Capacity Managing even more sources of information Staff - personal vs professional use Privacy Concerns Untapped potential #quality4 | #quality2013 #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @ajay4quality @ck4q | @kevin4quality 110
  111. 111. 12/8/2013 Current Practice + + #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality Future Practice + + Compliment it with... #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality 111
  112. 112. 12/8/2013 The future... 1. More connections, less isolation #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality The future... 1. More connections, less isolation 2. Compelling stories through video #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality 112
  113. 113. 12/8/2013 The future... 1. More connections, less isolation 2. Compelling stories through video 3. Power of the crowds – Mobile Apps #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality 113
  114. 114. 12/8/2013 The future... 1. More connections, less isolation 2. Compelling stories through video 3. Power of the crowds – Mobile Apps – Gamification #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality 114
  115. 115. 12/8/2013 115
  116. 116. 12/8/2013 The future... 1. More connections, less isolation 2. Compelling stories through video 3. Power of the crowds – Mobile Apps – Gamification – Hackathons #hackinghealth #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality 116
  117. 117. 12/8/2013 117
  118. 118. 12/8/2013 Join us for our next #QualityChat! - One hour “Twitter chat” on topic related to improving quality of care - New guest host each month (it can be you!) - Last Wednesday of each month #quality4 | #quality2013 #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @ajay4quality @ck4q | @kevin4quality Join us for our next #QualityChat! January 29, 2014 Pat Rich (@cmaer) Managing Editor, Member Communications, Canadian Medical Association March 26, 2014 Helen Bevan (@HelenBevan) Chief Transformation Officer with the NHS Horizons Team #QualityChat www.bcpsqc.ca/events/events-qualitychat.html #quality4 | #quality2013 #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @ajay4quality @ck4q | @kevin4quality 118
  119. 119. 12/8/2013 Final Thoughts 1. Download our “Twitter for Health Care Professionals” Guide . 2. Attend a Twitter Chat! #qualitychat #twitJC #hcsmca #hcsmeu #nhschange #hcldr www.bcpsqc.ca 3. No better way to learn, than to practice! #ihi25forum What were your ah-ha moments? #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality 119
  120. 120. 12/8/2013 Tweet out your commitment! Table Exercise: 1. What will you do after this session? 2. Write it down on a piece of paper with a marker, take a picture and tweet it out OR Write out your commitment as a Tweet #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality Fidelma Fitzpatrick Ireland @ffitzp 120
  121. 121. 12/8/2013 Abhishek Bhartia India @abhishek4q Grete Kistrup Denmark @Gkistrup 121
  122. 122. 12/8/2013 Thank you! #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality 122

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