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Why Social Media are Essential
 to the Future of Health Care,
and How You Can Get Started

             Lee Aase
Manager, Syndication and Social Media
            Mayo Clinic

            #Reshape09

           October 9, 2009
The One Percent Solution
Help you shoot down arguments
    that social media tools...
• ...aren’t worth your time and money
• ...are too risky for your organization
• ...are beyond your capability to
 implement, either because of cost or
 complexity
• ...are optional
Help you make the case that
     social media tools are...

• Immensely powerful
• Consistent with your organization’s
 values (or should be)
• Free (or ridiculously inexpensive)
• and...
About Lee Aase (@LeeAase)

• B.S. Political Science
• 14 years in politics and government at
 local, state, national levels
• Mayo Clinic since April 2000
  − Media relations consultant
  − Manager since 2004
    − Media Relations/Research Comm
    − Syndication and Social Media
A Grandpa who appreciates the
     power of Facebook
Disclaimers
•   These results not typical
•   Use as directed
•   Read and follow label directions
•   Side effects may include vertigo, watery
    eyes, crackberry thumb and iPhone
    application addiction
•   Social media tools are an essential part of a
    balanced communications diet
•   If insufficient media coverage persists,
    consult your communications doctor
•   Your mileage may vary
Answering Your
       Questions
• Why should I care?
• What are social media?
• What is Mayo doing?
• How can I get started?
Reasons to Care about Social
 Media: Risks are Unavoidable
• Anyone (especially determined
 detractors) can
  − Start a blog
  − Launch a YouTube channel
• A significant portion of your
 employees are in Facebook now (e.g.
 >5,000 at Mayo Clinic)
• ROI = Risk of Ignoring (Hat tip: USCG)
This Might Not Happen to You,
            But...
The Most Important Word (and
Book Recommendation) in Web
No genius necessary...
The MacGyver Mindset
Cutting Edge Circa 1989
Intro to Today’s FREE Tools

    Blogs           RSS

  Podcasts     Social Networks

    Skype         YouTube

    Wikis          Twitter

  Slideshare      uStream
Intro to Blogs




• Just an easy-to-publish Web site that
 allows comments
• Blogs in Plain English - Lee LeFever
RSS = Really Simple Syndication



• Lets you easily track dozens of blogs
 or other Web sites without surfing
• Truly opt-in “email”
• RSS “baked in” to IE 7, Safari
• Google Reader a free Web option
Podcasts
• TiVo for Audio (and now video)
• Don’t need an iPod to use
• Series of segments to which you can
 subscribe via RSS
• iTunes free for PC or Mac
• Create your own FREE podcast (listed
 in iTunes) through SMUG
Social Networking Sites
Wikis
• Collaborative editing tools
• Wikipedia the most famous
• 2.9 million articles in English
• Definitive stories quickly on
  − 35W Bridge Collapse
  − Virginia Tech shooting
YouTube

• World’s second largest search engine
• Google bought for $1.65 Billion
• “The world has voted, and we want to
 watch videos on YouTube.” - Andy
 Sernovitz, SocialMedia.org
Other Important Platforms
• Slideshare.net: YouTube for PowerPoint
 and Keynote
• uStream.tv: Your own global television
 channel
• Mix and Match
Twitter Case Study #1: Listening
Ensuing Conversation
Twitter Case Study #2:
     “Tweetup” in Baltimore
            Me: Are you based in Baltimore?



 Me: I’m going to be there Tuesday for this conference.
 (asae.center.or/hcc) on a panel RU available late pm?



Me: I’m flying out Tues at 6:45 p.m. Any avail in the later
afternoon? I think my panel is done about 2:30
Twitter Case Study #3:
Journalist Interactions
Hospitals Using Social Media
     (via @EdBennett)
Growth of YouTube vs. Twitter
Mayo Clinic’s Social Media
      Experience
Mayo Clinic’s Origin




http://tinyurl.com/32xbjx
Sources of Information Influencing
        Preference for Mayo Clinic

     Word of mouth                                        84


Stories in the media                            57


MD recommendation                          44


        Advertising              27


  Internet/Websites             26


Personal experience             24


   Mailings to home        18

                       0   20         40        60   80        100
                           43
Mayo Clinic and Word of Mouth
• 91 percent of patients surveyed say
 they have said “good things” to an
 average of 40 people following a Mayo
 visit
• 85 percent say they recommended
 Mayo to a friend
 − Advised an average of 16 to come
  − 5 actually came
Mayo Clinic Medical Edge
News Media Syndications
First Foray in New Media




• Existing Medical Edge radio mp3s
• Launched Sept. ‘05; Downloads up
 8,217 percent Oct. vs. Aug.
Step 2: More, Longer Podcasts
Total Cost for Mayo Clinic
Facebook, YouTube and Twitter




  $0.00
Key Tool: Flip Video Camera*
• Affordable for all campuses (and you)
• Recording interviews (with tripod)
 improves existing processes
• Authenticity without writer’s cramp
• Provides potential blog resources
  − Audio of full interview
  − Video excerpts
• Limited group of video editors to ease
 adoption, ensure quality
Cost for a Standard Definition
      Flip Video Camera




$150.00
   HD available for an additional $80
HD: Worth the Investment
podcasts.mayoclinic.org
newsblog.mayoclinic.org
Sharing Mayo Clinic
• Gathering global Mayo community
  − Patients telling their stories
  − Employee bloggers recruited from
    throughout organization
  − Video profiles of patients/staff
• Hub to integrate Mayo social media
• Interactive companion to print edition
• sharing.mayoclinic.org
sharing.mayoclinic.org
Complying with Privacy
          Regulations
• Comments moderated to prevent privacy
 breaches
  − Patients can divulge own info in
    comments
  − When comments aren’t from patient, de-
    identify
• Get HIPAA releases for special
 comments or video we shoot and upload
Where Sharing Mayo Clinic Fits
• News Blog - Breaking research news;
 “Hard” news - Like U.S News, Time
• Podcast Blog - Evergreen “news you
 can use” - Like Prevention
• Sharing Mayo Clinic - Features; behind
 the scenes at Mayo Clinic, and stories
 from patients in their own words - Like
 People
Other Blogs...
• Health Policy Center Blog
• Physician Update Blog - For referring
 MDs but not limited to them
• Diversity in Education Blog
• Advancing the Science - Medical
 science blog - our medical version of
 Scientific American
Yearly Cost for a
 Customized Blog




$75.00
Answers to Objections
• “But what about the cost in staff time to
 maintain all of these social media
 platforms? They’re not really that
 cheap!”
  − AT&T free phone service in 1969
  − Pitney Bowes free fax machines and
    supplies in 1989
  − YouTube, Facebook and Twitter free in
    2009
“8th Habit” Opportunity
I can go to any group, and I do it all the time, all over the world, and I
ask a simple question: “How many honestly believe that the vast
majority of the workforce in your organizations possess more talent,
more intelligence, more capability, more creativity, more resourcefulness
than their present jobs require or even allow them to use?” Literally,
almost everyone raises their hands…. Think of the loss of what we could
call “voice,” of people’s intelligence, capability, creativity. And yet I
can ask the next question: … “How many feel pressured to produce
more for less?” and you know what, the same amount of hands go up.

Now just put those two questions together: Here there’s this enormous
capability and talent and intelligence, and also this great pressure to
produce more for less, and they’re not able to even use it.

                                                        -- Stephen Covey
Stephen Covey’s “8th Habit”
Going beyond effectiveness to greatness


 “Find your voice and inspire
     others to find theirs”
Giving Voice to Some Stories...
Affirming our Employees

Dear staff,
This 4 minute video actually made me tear
up…the patients mentioning our Judd
Sessions, classes and pamphlets…in relation
to their satisfaction with their care. How
wonderful to hear.

The patient/family testimonials reminded me
how we are making a difference through patient
education in the lives of our patients/families.
Jillayn Hey’s “Remarkable” Story
 “One statement has stuck out above
 all of the medical jargon written by
 the surgeons and various nurses who
 cared for me, and that is this:
 ‘patient's stay was unremarkable.’
 Well, although things went fairly
 smoothly after a difficult surgery, I
 would like to say that there was
 nothing unremarkable about my
 experience with Mayo.”
Therapeutic Storytelling...
“I recently read an (Utne Reader) article ... (which said) that
through telling our personal stories of illness and disease, we
assist in creating a new story of wellness that facilitates
healing and in turn directs a person towards recovery. This is
just one aspect that Sharing Mayo Clinic provides. It is not
only an opportunity for many patients and perhaps future
patients to tell their unique stories to work their way towards
health but it also provides a voice for its employees to share
parts of their daily work which I know must include joy and
sorrow as some of us become well and some of us
unfortunately do not. In my opinion, this is just another area
that Mayo is ahead of the curve in caring for its patients and
obviously their employees as well.”
Old-Style Online Newsroom vs.
 MacGyver Online Newsroom
• Web 1.0 Online Newsroom
  − Typically purchased from a Vendor
  − Costly - up to $10,000 + monthly fee
  − Password-Protected Access
• “MacGyver” Online Newsroom
  − DIY
  − $45/year or $0.12/day
  − Open to customers/patients/links
Two Case Studies of Mainstream
Media Facilitated by Social Media
• Wall Street Journal Health Blog
  − Pitched via Facebook
  − Previewed on News Blog
  − Embedded from YouTube
• CBS Radio Network
  − Flip audio downloaded from news blog
    made national network air
Don’t (just) pitch the
       media.

   Be the media.
The Next Big Thing:

Radio Syndication
Healthline becomes Medical
         Edge Weekend
• Host is Mayo Clinic M.D. with 20 years
 local radio experience
• Previous syndication not feasible
  − 1999: Unlikely profitable
  − 2008: $20K/month unavailable
• Opportunity for creative application of
 social media tools
The MacGyver Syndication Plan
• Production continues at KROC-AM
• Segments delivered to affiliates as
 mp3 files for next week’s broadcast
• Topic for live production posted to
 blog, promoted via Twitter
• Listen live through audio stream from
 flagship station
• Podcasts posted 9 days later
Official Launch Last Month
• Already a “win”: formerly local
 program now on >10 stations,
 including international
• Gradual growth is practical because
 costs are nearly $0.00
• Unbridling a physician’s passion
• Significant new social media content
• Questions “tweeted” from four
 continents
Follow Medical Edge Weekend
          Progress
• radio.mayoclinic.org
• #mayoradio
• @mayoclinic
Enhancing Distribution of
    Patient-Generated Content
• Alerted to interesting video of elderly
 couple playing piano in Gonda atrium
• Embedded in Sharing Mayo Clinic,
 posted to Facebook, Tweeted on 4/7/09
• Video had been seen 1,005 times in six
 preceding months since upload
The next day...
Six days later...
April 22
Sunday, May 3
May 4
Cinco de Mayo
May 10
May 11
May 12
A sampling of the comments...
May 15
Early Morning May 26
May 26, 2009: Live in Studio
  Good Morning America
May 28, 2009
Results to Date

• More than 4.6 million views on YouTube
• More than 1.4 million views on Sharing
 Mayo Clinic
• Before posting to Sharing Mayo Clinic:
 1,000 views in six months
• After posting, Facebooking and
 Tweeting: 5,000 views per hour
Lessons
• Your mileage may vary, but...
• You’ll go a lot farther if you get a car.
Summary

• Twitter, Facebook, YouTube: $0
• Sharing Mayo Clinic blog: $75
• Bringing joy to the world through
 music: Priceless
Immense Potential
• Marketing we couldn’t buy at any price
  − 500,000 annual unique patients,
    50,000 employees as ambassadors
• More efficient care delivery
  − Patient support groups
  − Chronic disease management
  − Workplace Collaboration
• Free versions let you prove concept,
 gauge readiness
Tips on Personal Steps to
             Explore
• Establish a permanent personal email
• Get profiles in Facebook, LinkedIn
• Get a Twitter account
• Get a Flip camera (or iPhone 3G S?)
• Create a personal YouTube account
• Start a personal Blog
Visit Mayo Clinic Social Media
               Sites
• Follow, subscribe or “Fan”
  − http://twitter.com/mayoclinic
  − http://www.youtube.com/user/mayoclinic
  − http://sharing.mayoclinic.org/
  − http://www.facebook.com/pages/Mayo-Clinic/
    7673082516
• Consider sharing your Mayo Clinic story
Starter Steps for Organizations
• Claim your Twitter “handle”
• Create a Facebook “fan” page
• Create a YouTube channel
• For Extra Credit: If you have
 organizational commitment, create a
 multi-author blog
The Social Media
    Pyramid
Maslow’s Hierarchy
A Well-Balanced Social Media Diet
“Kids will take a chance.
   If they don’t know,
   they’ll have a go.”
 -- Sir Ken Robinson, TED 2006
“Your kids aren’t
smarter than you are.
   They’re just not
afraid to look dumb.”
Reshape09

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Reshape09

  • 1. Why Social Media are Essential to the Future of Health Care, and How You Can Get Started Lee Aase Manager, Syndication and Social Media Mayo Clinic #Reshape09 October 9, 2009
  • 2. The One Percent Solution
  • 3. Help you shoot down arguments that social media tools... • ...aren’t worth your time and money • ...are too risky for your organization • ...are beyond your capability to implement, either because of cost or complexity • ...are optional
  • 4. Help you make the case that social media tools are... • Immensely powerful • Consistent with your organization’s values (or should be) • Free (or ridiculously inexpensive) • and...
  • 5.
  • 6. About Lee Aase (@LeeAase) • B.S. Political Science • 14 years in politics and government at local, state, national levels • Mayo Clinic since April 2000 − Media relations consultant − Manager since 2004 − Media Relations/Research Comm − Syndication and Social Media
  • 7. A Grandpa who appreciates the power of Facebook
  • 8.
  • 9.
  • 10. Disclaimers • These results not typical • Use as directed • Read and follow label directions • Side effects may include vertigo, watery eyes, crackberry thumb and iPhone application addiction • Social media tools are an essential part of a balanced communications diet • If insufficient media coverage persists, consult your communications doctor • Your mileage may vary
  • 11.
  • 12. Answering Your Questions • Why should I care? • What are social media? • What is Mayo doing? • How can I get started?
  • 13. Reasons to Care about Social Media: Risks are Unavoidable • Anyone (especially determined detractors) can − Start a blog − Launch a YouTube channel • A significant portion of your employees are in Facebook now (e.g. >5,000 at Mayo Clinic) • ROI = Risk of Ignoring (Hat tip: USCG)
  • 14. This Might Not Happen to You, But...
  • 15. The Most Important Word (and Book Recommendation) in Web
  • 16.
  • 20. Intro to Today’s FREE Tools Blogs RSS Podcasts Social Networks Skype YouTube Wikis Twitter Slideshare uStream
  • 21. Intro to Blogs • Just an easy-to-publish Web site that allows comments • Blogs in Plain English - Lee LeFever
  • 22. RSS = Really Simple Syndication • Lets you easily track dozens of blogs or other Web sites without surfing • Truly opt-in “email” • RSS “baked in” to IE 7, Safari • Google Reader a free Web option
  • 23. Podcasts • TiVo for Audio (and now video) • Don’t need an iPod to use • Series of segments to which you can subscribe via RSS • iTunes free for PC or Mac • Create your own FREE podcast (listed in iTunes) through SMUG
  • 25. Wikis • Collaborative editing tools • Wikipedia the most famous • 2.9 million articles in English • Definitive stories quickly on − 35W Bridge Collapse − Virginia Tech shooting
  • 26.
  • 27. YouTube • World’s second largest search engine • Google bought for $1.65 Billion • “The world has voted, and we want to watch videos on YouTube.” - Andy Sernovitz, SocialMedia.org
  • 28.
  • 29. Other Important Platforms • Slideshare.net: YouTube for PowerPoint and Keynote • uStream.tv: Your own global television channel • Mix and Match
  • 30.
  • 31. Twitter Case Study #1: Listening
  • 32.
  • 34.
  • 35. Twitter Case Study #2: “Tweetup” in Baltimore Me: Are you based in Baltimore? Me: I’m going to be there Tuesday for this conference. (asae.center.or/hcc) on a panel RU available late pm? Me: I’m flying out Tues at 6:45 p.m. Any avail in the later afternoon? I think my panel is done about 2:30
  • 36. Twitter Case Study #3: Journalist Interactions
  • 37.
  • 38. Hospitals Using Social Media (via @EdBennett)
  • 39. Growth of YouTube vs. Twitter
  • 40.
  • 41. Mayo Clinic’s Social Media Experience
  • 43. Sources of Information Influencing Preference for Mayo Clinic Word of mouth 84 Stories in the media 57 MD recommendation 44 Advertising 27 Internet/Websites 26 Personal experience 24 Mailings to home 18 0 20 40 60 80 100 43
  • 44. Mayo Clinic and Word of Mouth • 91 percent of patients surveyed say they have said “good things” to an average of 40 people following a Mayo visit • 85 percent say they recommended Mayo to a friend − Advised an average of 16 to come − 5 actually came
  • 45. Mayo Clinic Medical Edge News Media Syndications
  • 46. First Foray in New Media • Existing Medical Edge radio mp3s • Launched Sept. ‘05; Downloads up 8,217 percent Oct. vs. Aug.
  • 47. Step 2: More, Longer Podcasts
  • 48.
  • 49.
  • 50.
  • 51.
  • 52. Total Cost for Mayo Clinic Facebook, YouTube and Twitter $0.00
  • 53. Key Tool: Flip Video Camera* • Affordable for all campuses (and you) • Recording interviews (with tripod) improves existing processes • Authenticity without writer’s cramp • Provides potential blog resources − Audio of full interview − Video excerpts • Limited group of video editors to ease adoption, ensure quality
  • 54. Cost for a Standard Definition Flip Video Camera $150.00 HD available for an additional $80
  • 55. HD: Worth the Investment
  • 58. Sharing Mayo Clinic • Gathering global Mayo community − Patients telling their stories − Employee bloggers recruited from throughout organization − Video profiles of patients/staff • Hub to integrate Mayo social media • Interactive companion to print edition • sharing.mayoclinic.org
  • 60.
  • 61. Complying with Privacy Regulations • Comments moderated to prevent privacy breaches − Patients can divulge own info in comments − When comments aren’t from patient, de- identify • Get HIPAA releases for special comments or video we shoot and upload
  • 62. Where Sharing Mayo Clinic Fits • News Blog - Breaking research news; “Hard” news - Like U.S News, Time • Podcast Blog - Evergreen “news you can use” - Like Prevention • Sharing Mayo Clinic - Features; behind the scenes at Mayo Clinic, and stories from patients in their own words - Like People
  • 63. Other Blogs... • Health Policy Center Blog • Physician Update Blog - For referring MDs but not limited to them • Diversity in Education Blog • Advancing the Science - Medical science blog - our medical version of Scientific American
  • 64. Yearly Cost for a Customized Blog $75.00
  • 65. Answers to Objections • “But what about the cost in staff time to maintain all of these social media platforms? They’re not really that cheap!” − AT&T free phone service in 1969 − Pitney Bowes free fax machines and supplies in 1989 − YouTube, Facebook and Twitter free in 2009
  • 66. “8th Habit” Opportunity I can go to any group, and I do it all the time, all over the world, and I ask a simple question: “How many honestly believe that the vast majority of the workforce in your organizations possess more talent, more intelligence, more capability, more creativity, more resourcefulness than their present jobs require or even allow them to use?” Literally, almost everyone raises their hands…. Think of the loss of what we could call “voice,” of people’s intelligence, capability, creativity. And yet I can ask the next question: … “How many feel pressured to produce more for less?” and you know what, the same amount of hands go up. Now just put those two questions together: Here there’s this enormous capability and talent and intelligence, and also this great pressure to produce more for less, and they’re not able to even use it. -- Stephen Covey
  • 67. Stephen Covey’s “8th Habit” Going beyond effectiveness to greatness “Find your voice and inspire others to find theirs”
  • 68. Giving Voice to Some Stories...
  • 69.
  • 70. Affirming our Employees Dear staff, This 4 minute video actually made me tear up…the patients mentioning our Judd Sessions, classes and pamphlets…in relation to their satisfaction with their care. How wonderful to hear. The patient/family testimonials reminded me how we are making a difference through patient education in the lives of our patients/families.
  • 71.
  • 72. Jillayn Hey’s “Remarkable” Story “One statement has stuck out above all of the medical jargon written by the surgeons and various nurses who cared for me, and that is this: ‘patient's stay was unremarkable.’ Well, although things went fairly smoothly after a difficult surgery, I would like to say that there was nothing unremarkable about my experience with Mayo.”
  • 73. Therapeutic Storytelling... “I recently read an (Utne Reader) article ... (which said) that through telling our personal stories of illness and disease, we assist in creating a new story of wellness that facilitates healing and in turn directs a person towards recovery. This is just one aspect that Sharing Mayo Clinic provides. It is not only an opportunity for many patients and perhaps future patients to tell their unique stories to work their way towards health but it also provides a voice for its employees to share parts of their daily work which I know must include joy and sorrow as some of us become well and some of us unfortunately do not. In my opinion, this is just another area that Mayo is ahead of the curve in caring for its patients and obviously their employees as well.”
  • 74.
  • 75.
  • 76. Old-Style Online Newsroom vs. MacGyver Online Newsroom • Web 1.0 Online Newsroom − Typically purchased from a Vendor − Costly - up to $10,000 + monthly fee − Password-Protected Access • “MacGyver” Online Newsroom − DIY − $45/year or $0.12/day − Open to customers/patients/links
  • 77. Two Case Studies of Mainstream Media Facilitated by Social Media • Wall Street Journal Health Blog − Pitched via Facebook − Previewed on News Blog − Embedded from YouTube • CBS Radio Network − Flip audio downloaded from news blog made national network air
  • 78.
  • 79.
  • 80.
  • 81. Don’t (just) pitch the media. Be the media.
  • 82. The Next Big Thing: Radio Syndication
  • 83. Healthline becomes Medical Edge Weekend • Host is Mayo Clinic M.D. with 20 years local radio experience • Previous syndication not feasible − 1999: Unlikely profitable − 2008: $20K/month unavailable • Opportunity for creative application of social media tools
  • 84. The MacGyver Syndication Plan • Production continues at KROC-AM • Segments delivered to affiliates as mp3 files for next week’s broadcast • Topic for live production posted to blog, promoted via Twitter • Listen live through audio stream from flagship station • Podcasts posted 9 days later
  • 85. Official Launch Last Month • Already a “win”: formerly local program now on >10 stations, including international • Gradual growth is practical because costs are nearly $0.00 • Unbridling a physician’s passion • Significant new social media content • Questions “tweeted” from four continents
  • 86.
  • 87. Follow Medical Edge Weekend Progress • radio.mayoclinic.org • #mayoradio • @mayoclinic
  • 88. Enhancing Distribution of Patient-Generated Content • Alerted to interesting video of elderly couple playing piano in Gonda atrium • Embedded in Sharing Mayo Clinic, posted to Facebook, Tweeted on 4/7/09 • Video had been seen 1,005 times in six preceding months since upload
  • 93.
  • 94.
  • 95. May 4
  • 98.
  • 100. May 12
  • 101. A sampling of the comments...
  • 102. May 15
  • 104. May 26, 2009: Live in Studio Good Morning America
  • 105.
  • 107. Results to Date • More than 4.6 million views on YouTube • More than 1.4 million views on Sharing Mayo Clinic • Before posting to Sharing Mayo Clinic: 1,000 views in six months • After posting, Facebooking and Tweeting: 5,000 views per hour
  • 108. Lessons • Your mileage may vary, but... • You’ll go a lot farther if you get a car.
  • 109. Summary • Twitter, Facebook, YouTube: $0 • Sharing Mayo Clinic blog: $75 • Bringing joy to the world through music: Priceless
  • 110. Immense Potential • Marketing we couldn’t buy at any price − 500,000 annual unique patients, 50,000 employees as ambassadors • More efficient care delivery − Patient support groups − Chronic disease management − Workplace Collaboration • Free versions let you prove concept, gauge readiness
  • 111.
  • 112. Tips on Personal Steps to Explore • Establish a permanent personal email • Get profiles in Facebook, LinkedIn • Get a Twitter account • Get a Flip camera (or iPhone 3G S?) • Create a personal YouTube account • Start a personal Blog
  • 113. Visit Mayo Clinic Social Media Sites • Follow, subscribe or “Fan” − http://twitter.com/mayoclinic − http://www.youtube.com/user/mayoclinic − http://sharing.mayoclinic.org/ − http://www.facebook.com/pages/Mayo-Clinic/ 7673082516 • Consider sharing your Mayo Clinic story
  • 114. Starter Steps for Organizations • Claim your Twitter “handle” • Create a Facebook “fan” page • Create a YouTube channel • For Extra Credit: If you have organizational commitment, create a multi-author blog
  • 115. The Social Media Pyramid
  • 116.
  • 118. A Well-Balanced Social Media Diet
  • 119.
  • 120.
  • 121. “Kids will take a chance. If they don’t know, they’ll have a go.” -- Sir Ken Robinson, TED 2006
  • 122. “Your kids aren’t smarter than you are. They’re just not afraid to look dumb.”