A CRASH COURSE IN SOCIAL MEDIA FOR IMPROVEMENT
Christina Krause | Executive Director, BCPSQC | @ck4q
Kevin Smith | Communi...
Minicourse Pre-work
Before the minicourse, please complete this quick
pre-work so that you can get the most out of our
ses...
Before we get started …
Share what you are learning, ask questions
or chat with others on Twitter!

#m3
#ihi25forum
@ck4q ...
Don’t forget to “hatch your egg”!

#ihi25forum
@ck4q | @kevin4quality
Don’t forget to “hatch your egg”!

#ihi25forum
@ck4q | @kevin4quality
Ground Rules
How do we want to work
together in this room today?

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@ck4q | @kevin4quality
#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 p...
Overview of the Day
Two Parts:
1. Social media as a strategy for health care
improvement
2. Getting your hands dirty with ...
Our Vision
A sustainable health care system
built on a foundation of quality.

#ihi25forum
@ck4q | @kevin4quality
Our Mission
Provide system-wide leadership through
collaboration with patients, the public and
those working within the he...
#ihi25forum
@ck4q | @kevin4quality
#ihi25forum
@ck4q | @kevin4quality

Pew Internet Surveys (Generations 2010)
Pew Internet

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@ck4q | @kevin4quality
Pew Internet

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The Engagement Pyramid

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@ck4q | @kevin4quality

Gideon Rosenblatt, Former Groundwire Executive Director
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 wro...
Questions
1. How can we ensure privacy is breached on social media
tools such as Twitter/Facebook?
2. How do we make sure ...
TRIZ – Second Step
Go down the list and ask:

“Is there anything on this list that we
currently practice, even remotely?”
...
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 mov...
Why use online tools?

#ihi25forum
@ck4q | @kevin4quality
#ihi25forum
@ck4q | @kevin4quality
#quality4 | #quality2013
@ck4q | @ajay4quality
#ihi25forum
@ck4q | @kevin4quality
— Largest social network in the world with 1 billion+ users
— In Canada, 18 million people have accounts (52%)
— In the US...
#ihi25forum
@ck4q | @kevin4quality
Adapted from Josh Bernoff's POST (2007)

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#smIHI | @ck4q | @ajay4quality
@ck4q | @kevin4quality
Adapted from Josh Bernoff's POST (2007)
#ihi25forum
#smIHI | @ck4q | @ajay4quality
@ck4q | @kevin4quality
Poll
My organization has a clear social media engagement
strategy:
a. SOS
b. Not so much
c. Pretty good
d. Absolutely!
#ih...
BCPSQC Journey…just beginning!
Communications & engagement to …
1. Support efforts to improve quality of care
2. Build soc...
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 ...
Social Media Guidelines
Typically include:
-Information about the context and benefits of using social media.
-What to be ...
Email Marketing
— Email newsletter using
• Targeted, personal emails
• Partner emails

#ihi25forum
#smIHI | @ck4q | @ajay4...
Newsletters ~ The Digital Way
1.The Look
2.Database Management
3.Two-way Dialogue (Engagement Pyramid)
4.Statistics

#ihi2...
Things we consider when sending emails:

#ihi25forum
#quality4@ck4q | @ajay4quality
#smIHI | | #quality2013
@ck4q | @ajay4...
Things we consider when sending emails:

#ihi25forum
#quality4@ck4q | @ajay4quality
#smIHI | | #quality2013
@ck4q | @ajay4...
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% ta...
#ihi25forum
@ck4q | @kevin4quality
#ihi25forum
@ck4q | @kevin4quality
#ihi25forum
#smIHI | @ck4q | @ajay4quality
@ck4q | @kevin4quality
#quality4 | #quality2013
#ihi25forum
#smIHI | @ck4q | @ajay4quality
@ck4q | @ajay4quality
@ck4q | @kevin4quality
#ihi25forum
@ck4q | @kevin4quality
#ihi25forum
@ck4q | @kevin4quality
Storytelling
Finding stories
― from staff, partners, call outs/campaigns
Documenting stories
― written/blog, video, photo,...
An Example: Tools & Products
1.
2.
3.
4.
5.
6.
7.

Email Blasts
Sharing presentations
Blog Posts
Videos
Photos
Unique webs...
Slides via
286 presentations uploaded
Example from Quality Forum 2013
—4 plenary presentations
—102 breakout session prese...
#ihi25forum
#smIHI | @ck4q | @ajay4quality
@ck4q | @kevin4quality
#quality4 | #quality2013
#ihi25forum
#smIHI | @ck4q | @ajay4quality
@ck4q | @ajay4quality
@ck4q | @kevin4quality
#ihi25forum
@ck4q | @kevin4quality
#ihi25forum
#smIHI | @ck4q | @ajay4quality
@ck4q | @kevin4quality
Video
—
—
—
—
—

Promotion
Storytelling
Documentation
Education
vs

#ihi25forum
#smIHI | @ck4q | @ajay4quality
@ck4q | @ke...
#smIHI | @ck4q | @ajay4quality
Unique opportunity to:
1. Engage with colleagues (strong & weak tie)
2. Disseminate ‘calls to action’ to large audiences
3...
BCPSQC Approach
− Trusted voice on health quality
− Support the work of our partners
− Empower staff and those interested ...
Our Strategy on Twitter (THE JOURNEY SO FAR)
TWITTER STRATEGY

@BCSepsis
Trusted

The Conversation

@BCPSQC
@CLeARBC
@ck4q...
Power of Collective Twitter Following
Started
BCPSQC
ck4q
Sharimck
BCSQAN
BCSepsis
CLeARBC
BCQualityForum
Kanneprocter
Twe...
BCPSQC Strategy
1. Follow organizations/individuals that align
with our work
− Helps build followers
(~ 15-25% of those yo...
BCPSQC Strategy
3. Disseminate content in a way that is fresh and
engaging
– Live tweet from events
– Keeping tweets short...
An Example!

#ihi25forum
#smIHI | @ck4q | @ajay4quality
@ck4q | @kevin4quality
#smIHI | @ck4q | @ajay4quality
#smIHI | @ck4q | @ajay4quality
#smIHI | @ck4q | @ajay4quality
#smIHI | @ck4q | @ajay4quality
#smIHI | @ck4q | @ajay4quality
#smIHI | @ck4q | @ajay4quality
So What Happened?

#ihi25forum
#smIHI | @ck4q | @ajay4quality
@ck4q | @kevin4quality
#smIHI | @ck4q | @ajay4quality
And How’d it Grow?

#ihi25forum
#smIHI | @ck4q | @ajay4quality
@ck4q | @kevin4quality
#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 @BC...
#smIHI | @ck4q | @ajay4quality
#smIHI | @ck4q | @ajay4quality
— Leverage social networks to build social stories
— Based upon social media networks
 Twitter, Facebook, YouTube, Flickr...
#ihi25forum
@ck4q | @kevin4quality
#smIHI | @ck4q | @ajay4quality
#ihi25forum
@ck4q | @kevin4quality
Let's Take an Issue.

#ihi25forum
@ck4q | @kevin4quality
#ihi25forum
@ck4q | @kevin4quality
Engage the community

#ihi25forum
#smIHI | @ck4q | @ajay4quality
@ck4q | @kevin4quality
Take an action

#ihi25forum
#smIHI | @ck4q | @ajay4quality
@ck4q | @kevin4quality
Take an action

#ihi25forum
#smIHI | @ck4q | @ajay4quality
@ck4q | @kevin4quality
Your
Media!

#smIHI | @ck4q | @ajay4quality
Your
Media!

#smIHI | @ck4q | @ajay4quality
Our

#smIHI | @ck4q | @ajay4quality
#ihi25forum
#smIHI | @ck4q | @ajay4quality
@ck4q | @kevin4quality
1. Ownership

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#smIHI | @ck4q | @ajay4quality
@ck4q | @kevin4quality
2. Measuring Success

#ihi25forum
#smIHI | @ck4q | @ajay4quality
@ck4q | @kevin4quality
3. Changing Behaviour

#ihi25forum
#smIHI | @ck4q | @ajay4quality
@ck4q | @kevin4quality
#ihi25forum
@ck4q | @kevin4quality
What did the Canadian Patient Safety Institute try?

#ihi25forum
@ck4q | @kevin4quality
A Hand Hygiene
Video Contest!

#ihi25forum
@ck4q | @kevin4quality
CPSI Campaign
— It’s all about the people –
“viewers choice”
— Videos posted to
Facebook & YouTube
— Votes = Likes on
Face...
Hand Hygiene Across Canada
Housekeeping Staff
Maimonides Geriatric
Center, Quebec
“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 fo...
Outcome of HH Video Competition
Hard Data
•1025 votes cast
•54,000 post views on Facebook
(up 154%)
•Doubled Facebook foll...
All time watched Hand Hygiene videos
University of Geneva Hospital
170,000 hits
Nov 17, 2009

#ihi25forum
@ck4q | @kevin4q...
All time watched Hand Hygiene videos
University of Geneva Hospitals
~170,000 hits
(Nov 17, 2009)

Jefferson University Hos...
What is the all-time most
watched video online?

#ihi25forum
@ck4q | @kevin4quality
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)

#ihi25forum
@ck4q | @kevin4quality

Global Han...
Another example!
How NHS used social media to 'go viral' for
Change Day
— 9 million Twitter impressions for a dedicated #nhschangeday
hasht...
How NHS used social media to 'go viral' for
Change Day
— 9 million Twitter impressions for a dedicated #nhschangeday
hasht...
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?

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

#ihi25forum
@ck4q | @kevin4qual...
#ihi25forum
@ck4q | @kevin4quality
Newbie? Amateur? That’s okay.
230 million users….
….40% don’t tweet.

#ihi25forum
@ck4q | @kevin4quality
#ihi25forum
@ck4q | @kevin4quality
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...
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 ...
What to Expect
1. Learn how Twitter can compliment your work.
2. Learn practical skills on how to use Twitter to
help you ...
What to Expect
1. Learn how Twitter can compliment your work.
2. Learn practical skills on how to use Twitter to
help you ...
#ihi25forum
@ck4q | @kevin4quality
#ihi25forum
@ck4q | @kevin4quality
Download it from
www.bcpsqc.ca
(we’ll be referring to it
throughout the session)
#ihi25forum
@ck4q | @kevin4quality
@
#ihi25forum
@ck4q | @kevin4quality

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

#ihi25forum
@ck4q | @kev...
Creating a handle
—
—
—
—

Create a Twitter ID that reflects who you are
Be concise and memorable
Keep it under 15 charact...
Creating a handle
—
—
—
—

Create a Twitter ID that reflects who you are.
Be concise and memorable.
Keep it under 15 chara...
Creating a handle
—
—
—
—

Create a Twitter ID that reflects who you are.
Be concise and memorable.
Keep it under 15 chara...
What’s the “@” symbol used for?
The @ is used before a handle to identify
accounts.
(just like an email address, if you wr...
What is the “@” symbol used for?
The @ is used before a handle to identify accounts.
(just like an email address, if you w...
What is the “@” symbol used for?
The @ is used before a handle to identify accounts.
(just like an email address, if you w...
What is a tweet?
A post on Twitter

(similar to an email or text message, just shorter!)

#ihi25forum
@ck4q | @kevin4quali...
What is a RT or Re-tweet?
When you share what someone else has tweeted
(like forwarding an email).

#ihi25forum
@ck4q | @k...
What is a RT or Re-tweet?
When you share what someone else has tweeted
(like forwarding an email).

#ihi25forum
@ck4q | @k...
What is a RT or Re-tweet?
When you share what someone else has tweeted
(like forwarding an email).

A Re-Tweet (RT)
RT @VC...
What is a hashtag or the “#” symbol?
The # is used to organize information so
that it is easy to find.

#ihi25forum
@ck4q ...
What is a hashtag or the “#” symbol?
The # is used to organize information so
that it is easy to find.
Normally you’d say…...
What is a hashtag or the “#” symbol?
The # is used to organize information so
that it is easy to find.
Normally you’d say…...
What else are hashtags important for?

#ihi25forum
@ck4q | @kevin4quality
What else are hashtags important for?
TRENDING
This occurs when a hashtag is used so often that
it becomes one of the most...
Hashtags
Commonly used hashtags:
#hcsm
#healthcare

#ihi25forum
@ck4q | @kevin4quality
Hashtags
Commonly used hashtags:
#hcsm
#healthcare

#ihi25forum
@ck4q | @kevin4quality

Organic hashtags:
#handhygiene
#de...
Hashtags
Commonly used hashtags:
#hcsm
#healthcare

Organic hashtags:
#handhygiene
#dementia
#nhschange

What about fun ha...
Hashtags
• Commonly used hashtags: #bchc #healthcare
• Organic hashtags: #quality4 #handhygiene
• Fun hashtags
Normal Twee...
Fun Hashtags

Normal Tweet via @simonwmedic
Have account, am tweeting but photo
upload not available - bonus point
unjustl...
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)

#ihi2...
Does everything on Twitter have to be
public?
No!
Direct Message (DM): send a private message
(like a text message)
Normal...
Does everything on Twitter have to be
public?
No!
Direct Message (DM): send a private message
(like a text message)
Normal...
@
#ihi25forum
@ck4q | @kevin4quality

RT # DM
@
#ihi25forum
@ck4q | @kevin4quality

RT # DM
Three Main Things to Keep in Mind
1. Tweet short (<120 characters) and include links.
2. Use hashtags (but don’t overuse t...
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
you...
#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4quality
@ck4q | @kevin4quality
#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4quality
@ck4q | @kevin4quality
10 Things to Keep in Mind While Tweeting

#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4quality
@ck4q | @kevin4qualit...
#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 feedba...
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
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...
via @danzarrella

#quality4 | #quality2013
@ck4q | @ajay4quality
When Should I Tweet?
You can also schedule tweets to provide
framework for discussion throughout the day
and avoid sending...
When Should I Tweet?
You can also schedule tweets to provide
framework for discussion throughout the day and
avoid sending...
Scheduling Tweets

#ihi25forum
@ck4q | @kevin4quality
Provide Links

#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4quality
@ck4q | @kevin4quality
Provide Links
Use a tool that shortens links

#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4quality
@ck4q | @kevin4qu...
Provide Links
Use a tool that shortens links.
Actual Link
http://www.changemodel.nhs.uk/pg/dashboard

#quality4 | #quality...
Provide Links
Use a tool that shortens links.
Actual Link
http://www.changemodel.nhs.uk/pg/dashboard
Shortened Link
ow.ly/...
via @danzarrella
Follow & tweet organisations and/or individuals
that interest you

#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4qual...
Follow & tweet organizations and/or individuals
that interest you
via hashtag search:
1.Search #ihi25forum
2.See who else ...
Follow & tweet organisations and/or individuals
that interest you
Follow these relevant accounts:
@TheIHI
@BMJ_Group
@NHSI...
Follow & tweet organisations and/or individuals
that interest you
Don’t worry you can follow as many groups as you
like, t...
Building a Strong Twitter Following
1. Follow others, look to see who they are following:
—
—
—

e.g., @maureenbis or @The...
Building a Strong Twitter Following
1. Follow others, look to see who they are following:
—
—
—

e.g., @maureenbis or @The...
Building a Strong Twitter Following
1. Follow others, look to see who they are following:
—
—
—

e.g., @berci or @TheIHI
A...
Building a Strong Twitter Following
1. Follow others, look to see who they are following:
—
—
—

e.g., @berci or @TheIHI
A...
Building a Strong Twitter Following
1. Follow others, look to see who they are following:
—
—
—

e.g., @berci or @qualityf...
Building a Strong Twitter Following
6 Things to Consider:
1. Who is this person?
2. What does this person tweet about?
3. ...
Building a Strong Twitter Following
Some additional points to consider:
1. You’ll need to purge at some point
2. Review yo...
#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4quality
@ck4q | @kevin4quality
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 t...
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
Seriously?
Being casual works, too

#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4quality
@ck4q | @kevin4quality
What Could We Tweet About?

#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4quality
@ck4q | @kevin4quality
What Could We Tweet About?
How about Live Brain Surgery?!

#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4quality
@ck4...
#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4quality
@ck4q | @kevin4quality
LET’S GET OUR HANDS DIRTY!

#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4quality
@ck4q | @kevin4quality
Who is Your Audience?
Method
Flipchart
Twitter

#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4quality
@ck4q | @kevin4...
Who is Your Audience?
Method

Audience

Flipchart
Twitter

Only Us

#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4qua...
Who is Your Audience?
Method

Audience

Flipchart
Twitter

Only Us
The World!

#quality4 | #quality2013
#ihi25forum
@ck4q ...
LET’S GET OUR HANDS DIRTY
Exercise #1: Send out this tweet:
What’s you’re favourite ah-ha moment from an @TheIHI Forum?
Te...
LET’S GET OUR HANDS DIRTY
Exercise #1: Send out this tweet:
What’s you’re favourite ah-ha moment from an @TheIHI Forum?
Te...
The Art of Tweeting
Exercise #2: Create a great tweet out of this!
“Cleaning your hands is important. Have a look at this
...
The Art of Tweeting
Exercise #3: Let’s try a campaign

#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4quality
@ck4q | ...
The Art of Tweeting
Exercise #3: Let’s try a campaign
People
@helenbevan
@jasonleitch
@Jo_Inge
@maureenbis
@paulplsek
@Lyn...
LET’S GET OUR HANDS DIRTY
Exercise #3: Re-Tweet
Let’s go see what’s happening on #ihi25forum

#quality4 | #quality2013
#ih...
Social Media Dashboards

Twitter apps for Mobiles

OpenBreak
Tweetdeck

Other cool tools

Storify

Twitterfall

Echofon
Reflections so far ...
1.
2.
3.
4.
5.

Capacity
Managing even more sources of information
Staff - personal vs professional...
Current Practice

+

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

+
Future Practice

+

Compliment it
with...

#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4quality
@ck4q | @kevin4quali...
The future...
1. More connections, less isolation

#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4quality
@ck4q | @kev...
The future...
1. More connections, less isolation
2. Compelling stories through video

#quality4 | #quality2013
#ihi25foru...
The future...
1. More connections, less isolation
2. Compelling stories through video
3. Power of the crowds
– Mobile Apps...
The future...
1. More connections, less isolation
2. Compelling stories through video
3. Power of the crowds
– Mobile Apps...
The future...
1. More connections, less isolation
2. Compelling stories through video
3. Power of the crowds
– Mobile Apps...
Join us for our next #QualityChat!
- One hour “Twitter chat” on topic related to
improving quality of care
- New guest hos...
Join us for our next #QualityChat!
January 29, 2014
Pat Rich (@cmaer)
Managing Editor, Member Communications, Canadian Med...
Final Thoughts
1. Download our “Twitter for Health Care
Professionals” Guide .
2. Attend a Twitter Chat!
#qualitychat
#twi...
What were your ah-ha moments?

#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4quality
@ck4q | @kevin4quality
Tweet out your commitment!
Table Exercise:
1. What will you do after this session?
2. Write it down on a piece of paper wi...
Fidelma Fitzpatrick
Ireland

@ffitzp
Abhishek Bhartia
India

@abhishek4q
Grete Kistrup
Denmark

@Gkistrup
Thank you!

#quality4 | #quality2013
#ihi25forum
@ck4q | @ajay4quality
@ck4q | @kevin4quality
A Crash Course in Social Media for Improvement
A Crash Course in Social Media for Improvement
A Crash Course in Social Media for Improvement
A Crash Course in Social Media for Improvement
A Crash Course in Social Media for Improvement
A Crash Course in Social Media for Improvement
A Crash Course in Social Media for Improvement
A Crash Course in Social Media for Improvement
A Crash Course in Social Media for Improvement
A Crash Course in Social Media for Improvement
A Crash Course in Social Media for Improvement
A Crash Course in Social Media for Improvement
A Crash Course in Social Media for Improvement
A Crash Course in Social Media for Improvement
A Crash Course in Social Media for Improvement
A Crash Course in Social Media for Improvement
A Crash Course in Social Media for Improvement
A Crash Course in Social Media for Improvement
A Crash Course in Social Media for Improvement
A Crash Course in Social Media for Improvement
A Crash Course in Social Media for Improvement
A Crash Course in Social Media for Improvement
A Crash Course in Social Media for Improvement
A Crash Course in Social Media for Improvement
A Crash Course in Social Media for Improvement
A Crash Course in Social Media for Improvement
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A Crash Course in Social Media for Improvement

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How can social media be used to improve health care?

This presentation will be delivered in a full-day workshop at the IHI National Forum on December 9, 2013 by:

Christina Krause
Executive Director, BC Patient Safety & Quality Council
@ck4q | @bcpsqc

Kevin Smith
Digital Media & Communications Specialist, BC Patient Safety & Quality Council
@kevin4quality | @bcpsqc

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  • Christina
    Slides 1-6
  • Ajay
    Slides 7 – 12
  • Ajay
    Last slide
  • Chris
    Slides 13 - 43
  • Ajay
    Slides 44 -
  • Ajay
    Slides 44 -
  • Ajay
    Slides 44 - 48
  • Christina 49 - 52
  • Was really about the people and the work they do!
    Hopes of friends sharing the video, increase traffic to facebook and gain more likes on Facebook.
  • So we launched the video competition and what did we get?
    And now I’m here to show you how we did it!
  • So we launched the video competition and what did we get?
    And now I’m here to show you how we did it!
  • So we launched the video competition and what did we get?
    And now I’m here to show you how we did it!
  • Chromeo – nice n clean – yo gabba gabba ~3.2 million hits (May 6 2009) http://www.youtube.com/watch?v=rDG0c3saE4I
    Crawford The Cat ~360k (Feb 2 2007) - kids video http://www.youtube.com/watch?v=s_yR-oGNMaA
    UNICEF: Global Handwashing Day Tokyo Japan ~256k (Oct 15, 2009) http://www.youtube.com/watch?v=825gGELjB98
    It’s in your hands ~242k (Mar 1 2011) http://www.youtube.com/watch?v=Qdpd3roZjYw
  • What is Twitter? And, why are we using it? (35 mins)
    POSTE Method (15 min)
    Twitter Basics (40 mins)
    Get Your Hands Dirty! (throughout)
    ** (Optional) Additional time for those interested in
    further Twitter exploration (30 mins)
  • What is Twitter? And, why are we using it? (35 mins)
    POSTE Method (15 min)
    Twitter Basics (40 mins)
    Get Your Hands Dirty! (throughout)
    ** (Optional) Additional time for those interested in
    further Twitter exploration (30 mins)
  • What is Twitter? And, why are we using it? (35 mins)
    POSTE Method (15 min)
    Twitter Basics (40 mins)
    Get Your Hands Dirty! (throughout)
    ** (Optional) Additional time for those interested in
    further Twitter exploration (30 mins)
  • What is Twitter? And, why are we using it? (35 mins)
    POSTE Method (15 min)
    Twitter Basics (40 mins)
    Get Your Hands Dirty! (throughout)
    ** (Optional) Additional time for those interested in
    further Twitter exploration (30 mins)
  • What is Twitter? And, why are we using it? (35 mins)
    POSTE Method (15 min)
    Twitter Basics (40 mins)
    Get Your Hands Dirty! (throughout)
    ** (Optional) Additional time for those interested in
    further Twitter exploration (30 mins)
  • What is Twitter? And, why are we using it? (35 mins)
    POSTE Method (15 min)
    Twitter Basics (40 mins)
    Get Your Hands Dirty! (throughout)
    ** (Optional) Additional time for those interested in
    further Twitter exploration (30 mins)
  • Chris do you like the top on n
  • YES / NO examples
    Getyour_vote_on
  • YES / NO examples
    Getyour_vote_on
  • YES / NO examples
    Getyour_vote_on
  • - highlight: stroke search at top, review one of the tweets.
  • Friday night trending topics -- Magistrate, #terry @bbcsport
  • Friday night trending topics -- Magistrate, #terry @bbcsport
  • If you’re talking about the council...
    What in health care can we talk about?
    What can’t we talk about?
  • Notice anything?
  • Provided link
    MT
  • Provided link
    MT
  • If you’re talking about the council...
    What in health care can we talk about?
    What can’t we talk about?
  • If you’re talking about the council...
    What in health care can we talk about?
    What can’t we talk about?
  • If you’re talking about the council...
    What in health care can we talk about?
    What can’t we talk about?
  • If you’re talking about the council...
    What in health care can we talk about?
    What can’t we talk about?
  • 3 sample tweets (when we learn the lingo)
    Load up Hootsuite, BCPSQC website
  • 3 sample tweets (when we learn the lingo)
    Load up Hootsuite, BCPSQC website
  • 3 sample tweets (when we learn the lingo)
    Load up Hootsuite, BCPSQC website
  • 3 sample tweets (when we learn the lingo)
    Load up Hootsuite, BCPSQC website
  • 3 sample tweets (when we learn the lingo)
    Load up Hootsuite, BCPSQC website
  • 3 sample tweets (when we learn the lingo)
    Load up Hootsuite, BCPSQC website
  • 3 sample tweets (when we learn the lingo)
    Load up Hootsuite, BCPSQC website
  • 3 sample tweets (when we learn the lingo)
    Load up Hootsuite, BCPSQC website
    How can we radically think differently about health care? Tell us! http://ow.ly/i33es @carefesto #quality2013 #quality4
  • 3 sample tweets (when we learn the lingo)
    Load up Hootsuite, BCPSQC website
    How can we radically think differently about health care? Tell us! http://ow.ly/i33es @carefesto #quality2013 #quality4
  • 3 sample tweets (when we learn the lingo)
    Load up Hootsuite, BCPSQC website
  • Christina 49 – 52
    “we just have to go for it!”
  • Christina 49 – 52
    “we just have to go for it!”
  • Christina 49 – 52
    “we just have to go for it!”
  • Christina 49 – 52
    “we just have to go for it!”
  • Christina 49 – 52
    “we just have to go for it!”
  • Christina 49 – 52
    “we just have to go for it!”
  • Christina 49 – 52
    “we just have to go for it!”
  • Christina 49 – 52
    “we just have to go for it!”
  • A Crash Course in Social Media for Improvement

    1. 1. 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
    2. 2. 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
    3. 3. Before we get started … Share what you are learning, ask questions or chat with others on Twitter! #m3 #ihi25forum @ck4q | @kevin4quality #IHI25forum
    4. 4. Don’t forget to “hatch your egg”! #ihi25forum @ck4q | @kevin4quality
    5. 5. Don’t forget to “hatch your egg”! #ihi25forum @ck4q | @kevin4quality
    6. 6. Ground Rules How do we want to work together in this room today? #ihi25forum @ck4q | @kevin4quality
    7. 7. #ihi25forum @ck4q | @kevin4quality
    8. 8. 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
    9. 9. 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
    10. 10. Our Vision A sustainable health care system built on a foundation of quality. #ihi25forum @ck4q | @kevin4quality
    11. 11. 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
    12. 12. #ihi25forum @ck4q | @kevin4quality
    13. 13. #ihi25forum @ck4q | @kevin4quality Pew Internet Surveys (Generations 2010)
    14. 14. Pew Internet #ihi25forum @ck4q | @kevin4quality
    15. 15. Pew Internet #ihi25forum @ck4q | @kevin4quality
    16. 16. The Engagement Pyramid #ihi25forum @ck4q | @kevin4quality Gideon Rosenblatt, Former Groundwire Executive Director
    17. 17. TRIZ #ihi25forum @ck4q | @kevin4quality
    18. 18. 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
    19. 19. 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
    20. 20. 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
    21. 21. 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
    22. 22. Why use online tools? #ihi25forum @ck4q | @kevin4quality
    23. 23. #ihi25forum @ck4q | @kevin4quality
    24. 24. #quality4 | #quality2013 @ck4q | @ajay4quality
    25. 25. #ihi25forum @ck4q | @kevin4quality
    26. 26. — 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
    27. 27. #ihi25forum @ck4q | @kevin4quality
    28. 28. Adapted from Josh Bernoff's POST (2007) #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality
    29. 29. Adapted from Josh Bernoff's POST (2007) #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality
    30. 30. 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
    31. 31. 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
    32. 32. BCPSQC Communications & Engagement Strategy #smIHI | @ck4q | @ajay4quality
    33. 33. 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
    34. 34. 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
    35. 35. Email Marketing — Email newsletter using • Targeted, personal emails • Partner emails #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality
    36. 36. Newsletters ~ The Digital Way 1.The Look 2.Database Management 3.Two-way Dialogue (Engagement Pyramid) 4.Statistics #ihi25forum #quality4@ck4q | @ajay4quality #smIHI | | #quality2013 @ck4q | @ajay4quality @kevin4quality
    37. 37. Things we consider when sending emails: #ihi25forum #quality4@ck4q | @ajay4quality #smIHI | | #quality2013 @ck4q | @ajay4quality @kevin4quality
    38. 38. Things we consider when sending emails: #ihi25forum #quality4@ck4q | @ajay4quality #smIHI | | #quality2013 @ck4q | @ajay4quality @kevin4quality
    39. 39. 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?
    40. 40. #ihi25forum @ck4q | @kevin4quality
    41. 41. #ihi25forum @ck4q | @kevin4quality
    42. 42. #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality
    43. 43. #quality4 | #quality2013 #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @ajay4quality @ck4q | @kevin4quality
    44. 44. #ihi25forum @ck4q | @kevin4quality
    45. 45. #ihi25forum @ck4q | @kevin4quality
    46. 46. 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
    47. 47. 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
    48. 48. 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
    49. 49. #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality
    50. 50. #quality4 | #quality2013 #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @ajay4quality @ck4q | @kevin4quality
    51. 51. #ihi25forum @ck4q | @kevin4quality
    52. 52. #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality
    53. 53. Video — — — — — Promotion Storytelling Documentation Education vs #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality
    54. 54. #smIHI | @ck4q | @ajay4quality
    55. 55. 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
    56. 56. 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
    57. 57. Our Strategy on Twitter (THE JOURNEY SO FAR) TWITTER STRATEGY @BCSepsis Trusted The Conversation @BCPSQC @CLeARBC @ck4q @BCQualityForum @BCSQAN @sharimck @SeniorsQuality @DrMarsBar #smIHI | @ck4q | @ajay4quality @crecsky Initiatives @tweetvandijk @Kevin4Quality @Kanneprocter @CHochfilzer Organization @Meher4Q @DrDavSweet @KimberMcKinley Staff
    58. 58. Power of Collective Twitter Following Started BCPSQC ck4q Sharimck BCSQAN BCSepsis CLeARBC BCQualityForum Kanneprocter Tweetvandijk Kevin4Quality Chochfilzer Total Following Jun 13 2011 Mar 15 2011 Jul 28 2009 Apr 27 2012 Apr 27 2012 Jun 7 2013 May 1 2012 Mar 11 2011 Oct 28 2010 Feb 20 2012 Feb 23 2012 2265 1006 439 372 199 83 100 386 134 225 146 #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality 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
    59. 59. BCPSQC Strategy 1. Follow organizations/individuals that align with our work − Helps build followers (~ 15-25% of those you follow, follow you back) 1. Engage with those who interact with us 1. RTing our partners, thanking for RTs, #FF 2. Active dialogue on relevant topics #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality
    60. 60. 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
    61. 61. An Example! #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality
    62. 62. #smIHI | @ck4q | @ajay4quality
    63. 63. #smIHI | @ck4q | @ajay4quality
    64. 64. #smIHI | @ck4q | @ajay4quality
    65. 65. #smIHI | @ck4q | @ajay4quality
    66. 66. #smIHI | @ck4q | @ajay4quality
    67. 67. #smIHI | @ck4q | @ajay4quality
    68. 68. So What Happened? #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality
    69. 69. #smIHI | @ck4q | @ajay4quality
    70. 70. And How’d it Grow? #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality
    71. 71. #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality
    72. 72. 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
    73. 73. #smIHI | @ck4q | @ajay4quality
    74. 74. #smIHI | @ck4q | @ajay4quality
    75. 75. — 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
    76. 76. #ihi25forum @ck4q | @kevin4quality
    77. 77. #smIHI | @ck4q | @ajay4quality #ihi25forum @ck4q | @kevin4quality
    78. 78. Let's Take an Issue. #ihi25forum @ck4q | @kevin4quality
    79. 79. #ihi25forum @ck4q | @kevin4quality
    80. 80. Engage the community #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality
    81. 81. Take an action #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality
    82. 82. Take an action #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality
    83. 83. Your Media! #smIHI | @ck4q | @ajay4quality
    84. 84. Your Media! #smIHI | @ck4q | @ajay4quality
    85. 85. Our #smIHI | @ck4q | @ajay4quality
    86. 86. #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality
    87. 87. 1. Ownership #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality
    88. 88. 2. Measuring Success #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality
    89. 89. 3. Changing Behaviour #ihi25forum #smIHI | @ck4q | @ajay4quality @ck4q | @kevin4quality
    90. 90. #ihi25forum @ck4q | @kevin4quality
    91. 91. What did the Canadian Patient Safety Institute try? #ihi25forum @ck4q | @kevin4quality
    92. 92. A Hand Hygiene Video Contest! #ihi25forum @ck4q | @kevin4quality
    93. 93. CPSI Campaign — It’s all about the people – “viewers choice” — Videos posted to Facebook & YouTube — Votes = Likes on Facebook #ihi25forum @ck4q | @kevin4quality
    94. 94. Hand Hygiene Across Canada Housekeeping Staff Maimonides Geriatric Center, Quebec
    95. 95. “Mrs. A”, Winner, Viewers Choice Chatham-Kent Health Alliance, Ontario
    96. 96. 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
    97. 97. 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 #ihi25forum @ck4q | @kevin4quality Overall •Audience Engagement •Social Spread •Reward •Sustainability (e.g., 2012 Med Rec Video Contest)
    98. 98. All time watched Hand Hygiene videos University of Geneva Hospital 170,000 hits Nov 17, 2009 #ihi25forum @ck4q | @kevin4quality
    99. 99. All time watched Hand Hygiene videos University of Geneva Hospitals ~170,000 hits (Nov 17, 2009) Jefferson University Hospitals ~115,000 hits (Jan 31, 2011)
    100. 100. What is the all-time most watched video online? #ihi25forum @ck4q | @kevin4quality
    101. 101. Most all-time watched video PSY – Gangnam Style ~1.8 Billion hits! (Nov 13, 2013) #ihi25forum @ck4q | @kevin4quality
    102. 102. The Next Sensation?! PSY – Gangnam Style ~1.8 Billion hits! (Nov 13, 2013) #ihi25forum @ck4q | @kevin4quality Global Handwashing Day ~127K hits (Nov 13, 2013)
    103. 103. Another example!
    104. 104. 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
    105. 105. 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
    106. 106. What’s Next for NHS Change Day? #ihi25forum @ck4q | @kevin4quality
    107. 107. Creating Your Own Social Media Strategy Turn to Your Neighbour: What are you working on? What strategies might you use? #ihi25forum @ck4q | @kevin4quality
    108. 108. Twitter 101: Learn How Twitter Can Revolutionize the Way We Engage Others to Improve Care #ihi25forum @ck4q | @kevin4quality
    109. 109. #ihi25forum @ck4q | @kevin4quality
    110. 110. Newbie? Amateur? That’s okay. 230 million users…. ….40% don’t tweet. #ihi25forum @ck4q | @kevin4quality
    111. 111. #ihi25forum @ck4q | @kevin4quality
    112. 112. What Will We Do? First Half: 1. Learn how to use Twitter 2. Why should we use Twitter? #ihi25forum @ck4q | @kevin4quality
    113. 113. 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
    114. 114. What to Expect 1. Learn how Twitter can compliment your work #ihi25forum @ck4q | @kevin4quality
    115. 115. 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
    116. 116. 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
    117. 117. 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
    118. 118. #ihi25forum @ck4q | @kevin4quality
    119. 119. #ihi25forum @ck4q | @kevin4quality
    120. 120. Download it from www.bcpsqc.ca (we’ll be referring to it throughout the session)
    121. 121. #ihi25forum @ck4q | @kevin4quality
    122. 122. @ #ihi25forum @ck4q | @kevin4quality RT # DM
    123. 123. What’s a handle? It’s how people know who you are on Twitter (it’s your username or Twitter ID). #ihi25forum @ck4q | @kevin4quality
    124. 124. 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
    125. 125. 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
    126. 126. 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
    127. 127. 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
    128. 128. 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
    129. 129. 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
    130. 130. What is a tweet? A post on Twitter (similar to an email or text message, just shorter!) #ihi25forum @ck4q | @kevin4quality
    131. 131. What is a RT or Re-tweet? When you share what someone else has tweeted (like forwarding an email). #ihi25forum @ck4q | @kevin4quality
    132. 132. What is a RT or Re-tweet? When you share what someone else has tweeted (like forwarding an email). #ihi25forum @ck4q | @kevin4quality
    133. 133. 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
    134. 134. What is a hashtag or the “#” symbol? The # is used to organize information so that it is easy to find. #ihi25forum @ck4q | @kevin4quality
    135. 135. 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
    136. 136. 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 With a hashtag I’d like to learn how to prevent #stroke, any ideas on where to go?
    137. 137. What else are hashtags important for? #ihi25forum @ck4q | @kevin4quality
    138. 138. 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
    139. 139. Hashtags Commonly used hashtags: #hcsm #healthcare #ihi25forum @ck4q | @kevin4quality
    140. 140. Hashtags Commonly used hashtags: #hcsm #healthcare #ihi25forum @ck4q | @kevin4quality Organic hashtags: #handhygiene #dementia #nhschange
    141. 141. Hashtags Commonly used hashtags: #hcsm #healthcare Organic hashtags: #handhygiene #dementia #nhschange What about fun hashtags? #ihi25forum @ck4q | @kevin4quality
    142. 142. 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
    143. 143. Fun Hashtags Normal Tweet via @simonwmedic Have account, am tweeting but photo upload not available - bonus point unjustly denied! #quality2013 #quality4 #ihi25forum @ck4q | @kevin4quality Normal Tweet, Funny hashtags Have account, am tweeting but photo upload not available - bonus point unjustly denied! #technologysucks #stillanegg
    144. 144. Does everything on Twitter have to be public? #ihi25forum @ck4q | @kevin4quality
    145. 145. Does everything on Twitter have to be public? No! Direct Message (DM): send a private message (like a text message) #ihi25forum @ck4q | @kevin4quality
    146. 146. 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
    147. 147. 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
    148. 148. @ #ihi25forum @ck4q | @kevin4quality RT # DM
    149. 149. @ #ihi25forum @ck4q | @kevin4quality RT # DM
    150. 150. 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
    151. 151. What Happens if You Make a Mistake? #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality
    152. 152. 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
    153. 153. #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality
    154. 154. #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality
    155. 155. 10 Things to Keep in Mind While Tweeting #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality
    156. 156. #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality
    157. 157. 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
    158. 158. When Should I Tweet? #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality
    159. 159. When Should I Tweet? It’s up to you! #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality
    160. 160. 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
    161. 161. via @danzarrella #quality4 | #quality2013 @ck4q | @ajay4quality
    162. 162. 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
    163. 163. 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
    164. 164. Scheduling Tweets #ihi25forum @ck4q | @kevin4quality
    165. 165. Provide Links #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality
    166. 166. Provide Links Use a tool that shortens links #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality
    167. 167. Provide Links Use a tool that shortens links. Actual Link http://www.changemodel.nhs.uk/pg/dashboard #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality
    168. 168. 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
    169. 169. via @danzarrella
    170. 170. Follow & tweet organisations and/or individuals that interest you #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality
    171. 171. 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
    172. 172. 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
    173. 173. 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
    174. 174. 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
    175. 175. 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
    176. 176. 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
    177. 177. 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
    178. 178. 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
    179. 179. 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
    180. 180. 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
    181. 181. #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality
    182. 182. HTTP://NJIMEDIA.COM/PROJECT/BESTTWITTERPRACTICESINFOGRAPHIC/
    183. 183. 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
    184. 184. Seriously? Let your personality shine #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality
    185. 185. Seriously? It’s okay to have fun #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality
    186. 186. Seriously? Being casual works, too #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality
    187. 187. What Could We Tweet About? #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality
    188. 188. What Could We Tweet About? How about Live Brain Surgery?! #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality
    189. 189. #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality
    190. 190. LET’S GET OUR HANDS DIRTY! #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality
    191. 191. Who is Your Audience? Method Flipchart Twitter #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality Audience
    192. 192. Who is Your Audience? Method Audience Flipchart Twitter Only Us #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality
    193. 193. Who is Your Audience? Method Audience Flipchart Twitter Only Us The World! #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality
    194. 194. 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
    195. 195. 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
    196. 196. 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
    197. 197. The Art of Tweeting Exercise #3: Let’s try a campaign #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality
    198. 198. The Art of Tweeting Exercise #3: Let’s try a campaign People @helenbevan @jasonleitch @Jo_Inge @maureenbis @paulplsek @LynneMaher #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality 1 Organizations @The IHI @BMJ @BCPSQC @NHSIQ @WHO @KoAwatea
    199. 199. 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
    200. 200. Social Media Dashboards Twitter apps for Mobiles OpenBreak Tweetdeck Other cool tools Storify Twitterfall Echofon
    201. 201. 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
    202. 202. Current Practice + #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality +
    203. 203. Future Practice + Compliment it with... #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality +
    204. 204. The future... 1. More connections, less isolation #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality
    205. 205. The future... 1. More connections, less isolation 2. Compelling stories through video #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality
    206. 206. 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
    207. 207. 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
    208. 208. 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
    209. 209. 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
    210. 210. 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
    211. 211. Final Thoughts 1. Download our “Twitter for Health Care Professionals” Guide . 2. Attend a Twitter Chat! #qualitychat #twitJC #hcsmca #hcsmeu #nhschange#hcldr 3. No better way to learn, than to practice! #ihi25forum www.bcpsqc.ca
    212. 212. What were your ah-ha moments? #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality
    213. 213. 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
    214. 214. Fidelma Fitzpatrick Ireland @ffitzp
    215. 215. Abhishek Bhartia India @abhishek4q
    216. 216. Grete Kistrup Denmark @Gkistrup
    217. 217. Thank you! #quality4 | #quality2013 #ihi25forum @ck4q | @ajay4quality @ck4q | @kevin4quality

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