The Value of Social Media: Our Journey So Far

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Learn how and why the British Columbia Patient Safety & Quality Council has used social media to drive change in the health care system, and how the Council started using social media as a core channel to engage staff in its improvement strategies.

On July 10, 2012, the Council (www.bcpsqc.ca | www.twitter.com/bcpsqc) shared its successes and the challenges it overcame using social media tools via the NHS Institute for Innovation and Improvement's Expert on Call webinar series (www.institute.nhs.uk).

Watch a recording of the webinar here: http://ow.ly/caGYV.

Download the BCPSQC's Intro Guide to Twitter for Health Care Professionals at www.bcpsqc.ca.

Published in: Education, Business, Technology

The Value of Social Media: Our Journey So Far

  1. THE VALUE OF SOCIAL MEDIA: THE JOURNEY OF THEBRITISH COLUMBIA PATIENT SAFETY & QUALITY COUNCILChristina Krause & Ajay PuriJuly 10, 2012
  2. Before we get started … Share what you are learning, ask questions or chat with others on Twitter! #NHSTweets
  3. Poll – look to your right! How would you rate your experience with social media? a. Newbie b. Amateur c. Comfortable d. Superstar
  4. VISIONA sustainable health care system built on a foundation of quality.
  5. MISSIONProvide system-wide leadership through collaboration with patients, the public and those working within the health system in a relentless pursuit of quality.
  6. Fostering a Province- wide Perspective Advancing Capability Creating and Capacity Value for Improvement Strategic DirectionsFostering our Accelerating Quality Improvement Culture Improving Transparency
  7. Source: Pew Internet Surveys (Generations 2010)
  8. Worldwide Hospital Social Media Monitorhttp://lucienengelen.posterous.com/worldwide-hospital-social-media-monitor
  9. The Engagement Pyramid Gideon Rosenblatt, Former Groundwire Executive Director
  10. The POSTE Method: A Systematic Approach to Social Strategy P People: Assess your stakeholders social activities O S T EAdapted from Josh Bernoffs POST (2007)
  11. The POSTE Method: A Systematic Approach to Social Strategy P People: Assess your stakeholders social activities O Objectives: Decide what you want to accomplish S T EAdapted from Josh Bernoffs POST (2007)
  12. The POSTE Method: A Systematic Approach to Social Strategy P People: Assess your stakeholders social activities O Objectives: Decide what you want to accomplish S Strategy: Plan for how relationships with your stakeholders will change T EAdapted from Josh Bernoffs POST (2007)
  13. The POSTE Method: A Systematic Approach to Social Strategy P People: Assess your stakeholders social activities O Objectives: Decide what you want to accomplish S Strategy: Plan for how relationships with your stakeholders will change T Technology: Decide which social technologies to use EAdapted from Josh Bernoffs POST (2007)
  14. The POSTE Method: A Systematic Approach to Social Strategy P People: Assess your stakeholders social activities Objectives: O Decide what you want to accomplish S Strategy: Plan for how relationships with your stakeholders will change T Technology: Decide which social technologies to use E Evaluation: Determine how to measure continuous improvementAdapted from Josh Bernoffs POST (2007)
  15. YourMedia!
  16. Poll – look to your right again!My organization has a clear strategy for communicating& engaging with staff and key stakeholders. a. SOS b. Not so much c. Pretty good d. Absolutely!
  17. BCPSQC Journey … just beginning!• Communications & engagement to … − Support efforts to improve quality of care − Build social movement thinking into quality − Engage at a wide scale – strong ties/weak ties• Through … − Engagement − Storytelling − Digital strategy
  18. BCPSQCCommunications & Engagement Strategy
  19. Email Marketing− Email newsletter using MailChimp− Targeted, personal emails− Partner emails
  20. Newsletters ~ the Digital Way1. The Look2. Database Management3. Two-way dialogue (Engagement Ladder)4. Statistics
  21. 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 How many people do you think read your entire email?
  22. Storytelling – Finding stories • From staff, partners, call outs/campaigns – Documenting stories • written/blog, video, photo, audio – Sharing stories • via social media, web, email, partners
  23. An Example: Tools & Products 1. Email Blasts 2. Sharing presentations 3. Blog Posts 4. Videos 5. Photos 6. Unique website and analytics 7. Twitter
  24. Slides shared viaQuality Forum = 135 slides uploaded− 3 plenary presentations− 88 breakout session presentations− 16 critical care network presentations− 10 Heath Talks presentations− 18 Social Media Camp presentations
  25. Video− Promotion− Storytelling− Documentation− Education
  26. Unique opportunity to:− Engage with colleagues (strong & weak tie)− Disseminate ‘calls to action’ to large audiences− Increase awareness of issues− Build and strengthen communities− Promote learning from events
  27. BCPSQC Approach− Trusted voice on health quality (through @BCPSQC)− Support the work of our partners− Empower staff and those interested to use Twitter to grow interest and involvement in the health quality agenda
  28. Our Strategy on Twitter ( T H E J O U R N E Y S O FA R ) T W I T T E R S T R AT E G Y @BCPSQC OrganizationalThe Conversation @BCSQAN @BCSepsis @BCQualityForum Initiatives @tweetvandijk @sharimck @ck4q @Kevin4Quality @kanneprocter @JVeenen Staff @RBheartsHC @Ajay4Quality @DrDavSweet
  29. @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 those that RT our content, #FF − Active dialogue on relevant topics 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
  30. An example!
  31. Key Performance Indicators 1. # followers 2. Klout score 3. # clicks 4. # re-tweets 5. # replies/mentions 6. # lists @BCPSQC is a member of 7. Top Tweets (content) + review of layout
  32. Storify –• 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 youve pulled together
  33. Reflections so far …1. Capacity2. Managing even more sources of information3. Staff - personal vs professional use4. Untapped potential
  34. Join us for our first ever #QualityChat!- One hour “twitter chat” on topic related to improving quality of care- New guest host each month- 3rd Wed of each month at 1700 GMTAUGUST 22, 1700 GMT – connect via #QualityChat
  35. Before the next session!1. Download the “Twitter for Health Care Professionals” Guide2. Tweet us your topic ideas for #QualityChat – Aug 223. Tweet your favourite picture or toolkit related www.bcpsqc.ca to improving quality and include #NHSTweets
  36. Next Webinar 17th July 2012 at 4.00-5.30pm (GMT) What’s a Tweet? Learn How Twitter Can Revolutionize the Way We Engage Others to Improve Care Christina Krause and Ajay Puri British Columbia Patient Safety & Quality Council Helen Bevan will be chairing this event. You can register for the next event here: http://bit.ly/M7nRog© NHS Institute for Innovation and Improvement, 2010

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