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Social media in health care:
A crash course in how to use Twitter
and how to develop a social media
strategy for quality
R...
Before we get started …
Share what you are learning, ask questions
or chat with others on Twitter!
#M9
#quality2014
#M9 | ...
@doctavic
@MetisAudit
@AnthonyStaines
@nicholda
@ltkalmar
@kinanmuha
@mathieulouiset
@profroland
@grangerkate
@sonjakerste...
What we heard from you …
How would you rate your experience with
social media?
a. I know nothing
b. Some experience
c. Lot...
0 5 10 15 20 25
I'm a superstar
Lots of experience
Some experience
I know nothing
How would you rate your familiarity with...
Impromptu Networking
Two minutes per person in pairs
Speak with 3 people you don’t know
Ask 2 questions:
- What are you pa...
Overview of the Day
1. Driver Diagrams
2. Social media as a strategy for improvement
3. Case Studies – cool examples to in...
Driver Diagrams
for Social Media
#M9 | #quality2014
What is a theory?
• A description of our best understanding about
why things are the way they are
• Theories/beliefs in ot...
How is a theory different from a belief?
• A theory can be tested scientifically
• Theories are predictions of the outcome...
#M9 | #quality2014
#M9 | #quality2014
do
studyact
plan
do
studyact
plan
#M9 | #quality2014
do
studyact
plan
do
studyact
plan
#M9 | #quality2014
What do we believe about why things
are the way they are?
• Evidence – what objective evidence have we
collected locally o...
Some guidance on creating a driver diagram
• Start with the outcome in mind – develop an aim
statement that reflects the d...
Some guidance on creating a driver diagram
• Secondary drivers must be tangible things
where action can be taken on the sy...
SO CAN WE USE THIS APPROACH
FOR OUR SOCIAL MEDIA STRATEGY?
#M9 | #quality2014
Communication
and engagementTo provide country-
wide access to
insights and
information re early
years through virtual
col...
Social Media Strategy for
Improvement
#M9 | #quality2014
BCPSQC Vision
A sustainable health care system
built on a foundation of quality.
#M9 | #quality2014
Our Mission
Provide system-wide leadership through
collaboration with patients, the public and
those working within the he...
#M9 | #quality2014
Pew Internet
#M9 | #quality2014
Pew Internet
#M9 | #quality2014
The Engagement Pyramid
Gideon Rosenblatt, Former Groundwire Executive Director
#M9 | #quality2014
TRIZ
#M9 | #quality2014
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 m...
Why use online tools?
#M9 | #quality2014
0 5 10 15 20 25 30
Other
Pinterest
Instagram
LinkedIn
Tumblr
SlideShare
Storify
Flickr
YouTube
Facebook
Twitter
What socia...
#M9 | #quality2014
#M9 | #quality2014
Adapted from Josh Bernoff's POST (2007)
#M9 | #quality2014
Adapted from Josh Bernoff's POST (2007)
#M9 | #quality2014
My organization has a clear social media engagement
strategy:
a. SOS
b. Not so much
c. Pretty good
d. Absolutely!
Poll
#M9...
0 5 10 15 20 25
I don't
Entertainment
To share information
To connect with colleagues
To learn about
developments in my fi...
BCPSQC Journey…just beginning!
Communications & engagement to …
1. Support efforts to improve quality of care
2. Build soc...
BCPSQC
Communications
& Engagement
Strategy
Social Media Guidelines
Typically include:
- Information about the context and benefits of using social media.
- What to b...
Social Media Guidelines
Typically include:
- Information about the context and benefits of using social media.
- What to b...
— Email newsletter using
— Targeted, personal emails
— Partner emails
Email Marketing
#M9 | #quality2014
1. The Look
2. Database Management
3. Two-way Dialogue (Engagement Pyramid)
4. Statistics
Newsletters ~ The Digital Way
#M...
• Email client
• Open rate
• Click rate
• Time of day
• Day of week
• Subject line
• Engaging the subscribers
• Number of ...
18-26% open
2-5% click
98% receive your email
2% soft or hard bounce.
a few mark as junk.
0.2-0.5% unsubscribe.
1-3% take ...
#M9 | #quality2014
UCL
LCL
10%
15%
20%
25%
30%
35%
40%
45%
50%
BCPSQC…
BCPSQC…
BCPSQC…
Nov8…
Nov8…
Nov15…
Nov15…
nov22…
no...
#M9 | #quality2014
UCL
LCL
10%
15%
20%
25%
30%
35%
40%
45%
50%
BCPSQC…
BCPSQC…
BCPSQC…
Nov8…
Nov8…
Nov15…
Nov15…
nov22…
no...
#M9 | #quality2014
#M9 | #quality2014
#M9 | #quality2014
0
2
4
6
8
10
12
14
16
BCPSQC…
BCPSQC…
BCPSQC…
Nov8…
Nov8…
Nov15…
Nov15…
nov22…
nov22…
nov29/30…
nov29/30…
dec6…
dec6…
dec1...
#M9 | #quality2014
0
2
4
6
8
10
12
14
16
BCPSQC…
BCPSQC…
BCPSQC…
Nov8…
Nov8…
Nov15…
Nov15…
nov22…
nov22…
nov29/30…
nov29/3...
UCL
LCL
10%
15%
20%
25%
30%
35%
40%
45%
50%
BCPSQC…
BCPSQC…
BCPSQC…
Nov8…
Nov8…
Nov15…
Nov15…
nov22…
nov22…
nov29/30…
nov2...
Finding stories
― from staff, partners, call outs/campaigns
Documenting stories
― written/blog, video, photo, audio
Sharin...
1. Email Blasts
2. Sharing presentations
3. Blog Posts
4. Videos
5. Photos
6. Unique website and analytics
7. Twitter
An E...
286 presentations uploaded
Example from Quality Forum 2013
— 4 plenary presentations
— 102 breakout session presentations
...
#M9 | #quality2014
#M9 | #quality2014
Email Marketing, Blogs &
Photo Strategy
Driver Diagram Work Time!
Unique opportunity to:
1. Engage with colleagues (strong & weak tie)
2. Disseminate ‘calls to action’ to large audiences
3...
 Trusted voice on health quality
 Support the work of our partners
 Empower staff and those interested to use
Twitter t...
@BCPSQC
@BCSQAN
@BCSepsis
@CLeARBC
@BCQualityForum
TheConversation
Organization
Initiatives
Our Strategy on Twitter ( T H ...
Power of Collective Twitter Following
Following Followers
BCPSQC 2619 2927
ck4q 1066 1552
Sharimck 439 457
BCSQAN 372 296
...
1. Follow organizations/individuals that align
with our work
 Helps build followers (~ 15-25% of those you
follow, follow...
3. Disseminate content in a way that is fresh and
engaging
– Live tweet from events
– Keeping tweets short and witty
– Pro...
Seriously?
It’s okay to have fun
#M9 | #quality2014
Being casual works, too
#M9 | #quality2014
Seriously?
#quality4 | #quality2013
@ck4q | @ajay4quality
via @danzarrella
Scheduling Tweets
#quality4 | #quality2013
@ck4q | @ajay4quality
via @danzarrella
— Leverage social networks to build social stories
— Based upon social media networks
 Twitter, Facebook, YouTube, Flickr...
#M9 | #quality2014
#M9 | #quality2014
About #QualityChat…
#M9 | #quality2014
About #QualityChat…
#M9 | #quality2014
#M9 | #quality2014
So What Happened?
#M9 | #quality2014
And How’d it Grow?
#M9 | #quality2014
Objective:
• To increase the adoption and
compliance of sepsis protocols
Plan:
• Every five protocols = 1 life
saved*
• Ac...
#M9 | #quality2014
#M9 | #quality2014
LET’S GET OUR HANDS DIRTY!
• Healthcare Pledge Selfie! @QualityForum Campaign
• Tweet your “healthcare pledge” and include...
Fidelma Fitzpatrick
Ireland
@ffitzp
#M9 | #quality2014
Abhishek Bhartia
India
@abhishek4q
#M9 | #quality2014
Grete Kistrup
Denmark
@Gkistrup
#M9 | #quality2014
Twitter
Driver Diagram Work Time!
— Promotion
— Storytelling
— Documentation
— Education
— vs
Video
#M9 | #quality2014
#M9 | #quality2014
What did the Canadian Patient Safety Institute try?
#M9 | #quality2014
A Hand Hygiene
Video Contest!
#M9 | #quality2014
— It’s all about the people –
“viewers choice”
— Videos posted to
Facebook & YouTube
— Votes = Likes on Facebook
CPSI Camp...
Hard Data
• 1025 votes cast
• 54,000 post views on Facebook
(up 154%)
• Doubled Facebook followers
• 1300 comments (vs alm...
University of Geneva Hospitals
226,000 views
(April 3, 2014)
All time watched Hand Hygiene videos
Jefferson University Hos...
What is the all-time most
watched video online?
#M9 | #quality2014
Most all-time
watched video
PSY – Gangnam Style
~1.9 Billion hits!
(April 3, 2014)
#M9 | #quality2014
PSY – Gangnam Style
1.9 billion views! (April 3, 2014)
The Next Sensation?!
Global Handwashing Day
138,000 views! (April 3...
Desktop
& Mobile
Website
Internet Radio
Service
Mobile web application
and Smartphone Apps
Twitter
Traffic Customer Care L...
#bestplacetogrowup
#M9 | #quality2014
Early Years Collaborative
-9
month
s to 1
year
1 year
to 30
months
30
months
to
Primary
school
Leadership
5 – 8
years
Scot...
0
500
1,000
1,500
2,000
2,500
3,000
3,500
4,000
0
500,000
1,000,000
1,500,000
2,000,000
2,500,000
LS1 LS2 LS3 LS4
Numberof...
#M9 | #quality2014
#M9 | #quality2014
Overall Strategy
Driver Diagram Work Time!
April 30, 2014
9 am PST/ 12 pm EST/ 6 pm GMT
Join us for our next #QualityChat!
May 28, 2014
9 am PST/ 12 pm EST/ 6 pm GMT...
Post-it Note:
What were your ah-ha moments?
Evaluation Survey:
#M9 | #quality2014
Thank you!
#M9 | #quality2014
Social Media in Health Care: International Forum on Quality & Safety 2014
Social Media in Health Care: International Forum on Quality & Safety 2014
Social Media in Health Care: International Forum on Quality & Safety 2014
Social Media in Health Care: International Forum on Quality & Safety 2014
Social Media in Health Care: International Forum on Quality & Safety 2014
Social Media in Health Care: International Forum on Quality & Safety 2014
Social Media in Health Care: International Forum on Quality & Safety 2014
Social Media in Health Care: International Forum on Quality & Safety 2014
Social Media in Health Care: International Forum on Quality & Safety 2014
Social Media in Health Care: International Forum on Quality & Safety 2014
Social Media in Health Care: International Forum on Quality & Safety 2014
Social Media in Health Care: International Forum on Quality & Safety 2014
Social Media in Health Care: International Forum on Quality & Safety 2014
Social Media in Health Care: International Forum on Quality & Safety 2014
Social Media in Health Care: International Forum on Quality & Safety 2014
Social Media in Health Care: International Forum on Quality & Safety 2014
Social Media in Health Care: International Forum on Quality & Safety 2014
Social Media in Health Care: International Forum on Quality & Safety 2014
Social Media in Health Care: International Forum on Quality & Safety 2014
Social Media in Health Care: International Forum on Quality & Safety 2014
Social Media in Health Care: International Forum on Quality & Safety 2014
Social Media in Health Care: International Forum on Quality & Safety 2014
Social Media in Health Care: International Forum on Quality & Safety 2014
Social Media in Health Care: International Forum on Quality & Safety 2014
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Social Media in Health Care: International Forum on Quality & Safety 2014

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Social media in health care: a crash course in Twitter and in building a social media strategy for healthcare improvement

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Social Media in Health Care: International Forum on Quality & Safety 2014

  1. 1. Social media in health care: A crash course in how to use Twitter and how to develop a social media strategy for quality Ros Gray, Scottish Government @Rosgray Jo-Inge Myhre, MD, F2 in Family Medicine University of Oslo Medical School @joinge_ Christina Krause, British Columbia Patient Safety & Quality Council @ck4q Kevin Smith, British Columbia Patient Safety & Quality Council @Kevin4Quality
  2. 2. Before we get started … Share what you are learning, ask questions or chat with others on Twitter! #M9 #quality2014 #M9 | #quality2014
  3. 3. @doctavic @MetisAudit @AnthonyStaines @nicholda @ltkalmar @kinanmuha @mathieulouiset @profroland @grangerkate @sonjakersten Who’s in the room on Twitter? @LAS-QI @ce_ikas @MAVR_1 @Priv8hospitals @ncollinsmd @joinge_ @rosgray @ck4q @Kevin4Quality #M9 | #quality2014
  4. 4. What we heard from you … How would you rate your experience with social media? a. I know nothing b. Some experience c. Lots of experience d. I’m a superstar #M9 | #quality2014
  5. 5. 0 5 10 15 20 25 I'm a superstar Lots of experience Some experience I know nothing How would you rate your familiarity with social media? #M9 | #quality2014
  6. 6. 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? #M9 | #quality2014
  7. 7. Overview of the Day 1. Driver Diagrams 2. Social media as a strategy for improvement 3. Case Studies – cool examples to inspire! 4. Getting started on your own social media strategy #M9 | #quality2014
  8. 8. Driver Diagrams for Social Media #M9 | #quality2014
  9. 9. What is a theory? • A description of our best understanding about why things are the way they are • Theories/beliefs in other contexts? – Economics – game theory – Biology - theory of evolution – Physics – string theory – Metereology – chaos theory – Social media - ? #M9 | #quality2014
  10. 10. How is a theory different from a belief? • A theory can be tested scientifically • Theories are predictions of the outcome of future events • Theory is the starting place for generating new knowledge #M9 | #quality2014
  11. 11. #M9 | #quality2014
  12. 12. #M9 | #quality2014
  13. 13. do studyact plan do studyact plan #M9 | #quality2014
  14. 14. do studyact plan do studyact plan #M9 | #quality2014
  15. 15. What do we believe about why things are the way they are? • Evidence – what objective evidence have we collected locally or is available to us through the relevant literature? • Local subject matter experts – people who work at the frontline who experience the system day to day and have strong experiential beliefs about where change is needed #M9 | #quality2014
  16. 16. Some guidance on creating a driver diagram • Start with the outcome in mind – develop an aim statement that reflects the desired future state • Primary drivers should be nouns that reflect the key leverage points in the system of interest from three areas: 1. Structures – physical, financial, administrative, management and improvement, delegation and accountability 2. Processes – workflow of the system, how things are accomplished 3. Operating norms – written and unwritten rules that govern behaviour #M9 | #quality2014
  17. 17. Some guidance on creating a driver diagram • Secondary drivers must be tangible things where action can be taken on the system • Change ideas should link directly to secondary drivers and should exhibit these characteristics: 1. Specific - each change idea needs to be clear and concise and it must be obvious how its introduction is different from the status quo 2. How to - each change idea must include a statement about how and where it will be put into practice within the system #M9 | #quality2014
  18. 18. SO CAN WE USE THIS APPROACH FOR OUR SOCIAL MEDIA STRATEGY? #M9 | #quality2014
  19. 19. Communication and engagementTo provide country- wide access to insights and information re early years through virtual collaboration with children, families and staff in pursuit of system improvement by December 2015 Developing social content Aim Primary Drivers Secondary Drivers Finding and capturing stories, Video, PPT, Photos Newsletters Email Website development Twitter strategy Accessibility issues Facebook strategy Branding Measurement of performance Infrastructure #M9 | #quality2014
  20. 20. Social Media Strategy for Improvement #M9 | #quality2014
  21. 21. BCPSQC Vision A sustainable health care system built on a foundation of quality. #M9 | #quality2014
  22. 22. 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. #M9 | #quality2014
  23. 23. #M9 | #quality2014
  24. 24. Pew Internet #M9 | #quality2014
  25. 25. Pew Internet #M9 | #quality2014
  26. 26. The Engagement Pyramid Gideon Rosenblatt, Former Groundwire Executive Director #M9 | #quality2014
  27. 27. TRIZ #M9 | #quality2014
  28. 28. 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 #M9 | #quality2014
  29. 29. 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? #M9 | #quality2014
  30. 30. 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 EVER — Circle the ones that you resemble something you are currently doing #M9 | #quality2014
  31. 31. 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?” #M9 | #quality2014
  32. 32. Why use online tools? #M9 | #quality2014
  33. 33. 0 5 10 15 20 25 30 Other Pinterest Instagram LinkedIn Tumblr SlideShare Storify Flickr YouTube Facebook Twitter What social media tools do you use now? #M9 | #quality2014
  34. 34. #M9 | #quality2014
  35. 35. #M9 | #quality2014
  36. 36. Adapted from Josh Bernoff's POST (2007) #M9 | #quality2014
  37. 37. Adapted from Josh Bernoff's POST (2007) #M9 | #quality2014
  38. 38. My organization has a clear social media engagement strategy: a. SOS b. Not so much c. Pretty good d. Absolutely! Poll #M9 | #quality2014
  39. 39. 0 5 10 15 20 25 I don't Entertainment To share information To connect with colleagues To learn about developments in my field Why do you use social media? #M9 | #quality2014
  40. 40. 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 #M9 | #quality2014
  41. 41. BCPSQC Communications & Engagement Strategy
  42. 42. 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. #M9 | #quality2014
  43. 43. 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 #M9 | #quality2014
  44. 44. — Email newsletter using — Targeted, personal emails — Partner emails Email Marketing #M9 | #quality2014
  45. 45. 1. The Look 2. Database Management 3. Two-way Dialogue (Engagement Pyramid) 4. Statistics Newsletters ~ The Digital Way #M9 | #quality2014
  46. 46. • Email client • Open rate • Click rate • Time of day • Day of week • Subject line • Engaging the subscribers • Number of calls to action in the email • Growth of the subscriber base • Frequency of newsletters • Content • Subscriber & field analysis • Segmentation • Top forwarders strategy (champions) • Template & format • Measuring End Outcomes Things we consider when sending emails: #M9 | #quality2014
  47. 47. 18-26% open 2-5% click 98% receive your email 2% soft or hard bounce. a few mark as junk. 0.2-0.5% unsubscribe. 1-3% take action How many people do you think read your entire email? Courtesy of @mrbenjohnson
  48. 48. #M9 | #quality2014 UCL LCL 10% 15% 20% 25% 30% 35% 40% 45% 50% BCPSQC… BCPSQC… BCPSQC… Nov8… Nov8… Nov15… Nov15… nov22… nov22… nov29/30… nov29/30… dec6… dec6… dec13… dec13… dec19… dec19… Jan4… Jan4… QFReg… jan25… jan25… Feb13… Feb22… March1… March22… April3… April18… May1… May15… QF2013… June14… QF2013… QF2013… Septembe… Septembe… October2… October… October… October… October… November… November… November… November… November… Quality… December… December… January9… Everyday… January… February… March18… March18… March26… April10… April23… QF2014… May7… May22… June11… June18… July9… July9… August14… August30… Septembe… Septembe… Septembe… Septembe… October2… October… November… November… November… November… December… December… January… January… February… February… March20… April1… April3… #N/A #N/A #N/A Newsletter Open Rates Percent
  49. 49. #M9 | #quality2014 UCL LCL 10% 15% 20% 25% 30% 35% 40% 45% 50% BCPSQC… BCPSQC… BCPSQC… Nov8… Nov8… Nov15… Nov15… nov22… nov22… nov29/30… nov29/30… dec6… dec6… dec13… dec13… dec19… dec19… Jan4… Jan4… QFReg… jan25… jan25… Feb13… Feb22… March1… March22… April3… April18… May1… May15… QF2013… June14… QF2013… QF2013… Septembe… Septembe… October2… October… October… October… October… November… November… November… November… November… Quality… December… December… January9… Everyday… January… February… March18… March18… March26… April10… April23… QF2014… May7… May22… June11… June18… July9… July9… August14… August30… Septembe… Septembe… Septembe… Septembe… October2… October… November… November… November… November… December… December… January… January… February… February… March20… April1… April3… #N/A #N/A #N/A Newsletter Open RatesPercent
  50. 50. #M9 | #quality2014
  51. 51. #M9 | #quality2014
  52. 52. #M9 | #quality2014
  53. 53. 0 2 4 6 8 10 12 14 16 BCPSQC… BCPSQC… BCPSQC… Nov8… Nov8… Nov15… Nov15… nov22… nov22… nov29/30… nov29/30… dec6… dec6… dec13… dec13… dec19… dec19… Jan4… Jan4… QFRegeblast jan25… jan25… Feb13… Feb22… March1… March22… April3… April18… May1… May15… QF2013… June14… QF2013Call… QF2013… September6… September… October2… October16… October16… October29… October29… November6… November6… November13… November15… November15… Quality… December12… December12… January9… Everyday… January29… February13,… March18… March18… March26… April10… April23… QF2014… May7… May22… June11… June18… July9… July9… August14… August30… September3… September9… September… September… October2… October21… November1… November7… November13… November21… December5… December18… January13… January29… February3… February17… March20… April1… April3… #N/A #N/A #N/A Newlsetter Click Rates Percent #M9 | #quality2014
  54. 54. #M9 | #quality2014 0 2 4 6 8 10 12 14 16 BCPSQC… BCPSQC… BCPSQC… Nov8… Nov8… Nov15… Nov15… nov22… nov22… nov29/30… nov29/30… dec6… dec6… dec13… dec13… dec19… dec19… Jan4… Jan4… QFRegeblast jan25… jan25… Feb13… Feb22… March1… March22… April3… April18… May1… May15… QF2013… June14… QF2013Call… QF2013… September6… September… October2… October16… October16… October29… October29… November6… November6… November13… November15… November15… Quality… December12… December12… January9… Everyday… January29… February13,… March18… March18… March26… April10… April23… QF2014… May7… May22… June11… June18… July9… July9… August14… August30… September3… September9… September… September… October2… October21… November1… November7… November13… November21… December5… December18… January13… January29… February3… February17… March20… April1… April3… #N/A #N/A #N/A Newlsetter Click Rates Percent
  55. 55. UCL LCL 10% 15% 20% 25% 30% 35% 40% 45% 50% BCPSQC… BCPSQC… BCPSQC… Nov8… Nov8… Nov15… Nov15… nov22… nov22… nov29/30… nov29/30… dec6… dec6… dec13… dec13… dec19… dec19… Jan4… Jan4… QFReg… jan25… jan25… Feb13… Feb22… March1… March22… April3… April18… May1… May15… QF2013… June14… QF2013… QF2013… Septembe… Septembe… October2… October… October… October… October… November… November… November… November… November… Quality… December… December… January9… Everyday… January… February… March18… March18… March26… April10… April23… QF2014… May7… May22… June11… June18… July9… July9… August14… August30… Septembe… Septembe… Septembe… Septembe… October2… October… November… November… November… November… December… December… January… January… February… February… March20… April1… April3… #N/A #N/A #N/A Newsletter Open RatesPercent #M9 | #quality2014
  56. 56. Finding stories ― from staff, partners, call outs/campaigns Documenting stories ― written/blog, video, photo, audio Sharing stories ― via social media, web, email, partners Storytelling #M9 | #quality2014
  57. 57. 1. Email Blasts 2. Sharing presentations 3. Blog Posts 4. Videos 5. Photos 6. Unique website and analytics 7. Twitter An Example: Tools & Products #M9 | #quality2014
  58. 58. 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 Slides via #M9 | #quality2014
  59. 59. #M9 | #quality2014
  60. 60. #M9 | #quality2014
  61. 61. Email Marketing, Blogs & Photo Strategy Driver Diagram Work Time!
  62. 62. 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 #M9 | #quality2014
  63. 63.  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 BCPSQC Approach #M9 | #quality2014
  64. 64. @BCPSQC @BCSQAN @BCSepsis @CLeARBC @BCQualityForum TheConversation Organization Initiatives Our Strategy on Twitter ( T H E J O U R N E Y S O FA R ) Staff T W I T T E R S T R AT E G Y @ck4q @sharimck @tweetvandijk @Kevin4Quality @Kanneprocter @Meher4Q @SeniorsQuality @DrMarsBar @DrDavSweet @CHochfilzer @crecsky @KimberMcKinley
  65. 65. Power of Collective Twitter Following Following Followers BCPSQC 2619 2927 ck4q 1066 1552 Sharimck 439 457 BCSQAN 372 296 BCSepsis 198 485 CLeARBC 82 60 BCQualityForum 131 310 Kanneprocter 385 186 Tweetvandijk 157 263 Kevin4Quality 311 332 Crecsky 364 120 Chochfilzer 167 107 Total 7094 #M9 | #quality2014
  66. 66. 1. Follow organizations/individuals that align with our work  Helps build followers (~ 15-25% of those you follow, follow you back) 2. Engage with those who interact with us  RTing our partners, thanking for RTs, #FF  Active dialogue on relevant topics BCPSQC Strategy #M9 | #quality2014
  67. 67. 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 #M9 | #quality2014 BCPSQC Strategy
  68. 68. Seriously? It’s okay to have fun #M9 | #quality2014
  69. 69. Being casual works, too #M9 | #quality2014 Seriously?
  70. 70. #quality4 | #quality2013 @ck4q | @ajay4quality via @danzarrella
  71. 71. Scheduling Tweets #quality4 | #quality2013 @ck4q | @ajay4quality
  72. 72. via @danzarrella
  73. 73. — 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 #M9 | #quality2014
  74. 74. #M9 | #quality2014
  75. 75. #M9 | #quality2014
  76. 76. About #QualityChat… #M9 | #quality2014
  77. 77. About #QualityChat… #M9 | #quality2014
  78. 78. #M9 | #quality2014
  79. 79. So What Happened? #M9 | #quality2014
  80. 80. And How’d it Grow? #M9 | #quality2014
  81. 81. Objective: • To increase the adoption and compliance of sepsis protocols Plan: • Every five protocols = 1 life saved* • Across BC: 750 patients treated = 150 Lives saved in 150 days! • Encourage best practice and teamwork *For cases of severe sepsis and septic shock #M9 | #quality2014
  82. 82. #M9 | #quality2014
  83. 83. #M9 | #quality2014
  84. 84. LET’S GET OUR HANDS DIRTY! • Healthcare Pledge Selfie! @QualityForum Campaign • Tweet your “healthcare pledge” and include a selfie to #quality2014 Tweet short (<120 characters) and include links Use hashtags (but don’t overuse them) Mention people Three Main Things to Keep in Mind (checklist) #M9 | #quality2014
  85. 85. Fidelma Fitzpatrick Ireland @ffitzp #M9 | #quality2014
  86. 86. Abhishek Bhartia India @abhishek4q #M9 | #quality2014
  87. 87. Grete Kistrup Denmark @Gkistrup #M9 | #quality2014
  88. 88. Twitter Driver Diagram Work Time!
  89. 89. — Promotion — Storytelling — Documentation — Education — vs Video #M9 | #quality2014
  90. 90. #M9 | #quality2014
  91. 91. What did the Canadian Patient Safety Institute try? #M9 | #quality2014
  92. 92. A Hand Hygiene Video Contest! #M9 | #quality2014
  93. 93. — It’s all about the people – “viewers choice” — Videos posted to Facebook & YouTube — Votes = Likes on Facebook CPSI Campaign #M9 | #quality2014
  94. 94. Hard Data • 1025 votes cast • 54,000 post views on Facebook (up 154%) • Doubled Facebook followers • 1300 comments (vs almost no comments on posts previously) • ~3500 views Overall • Audience Engagement • Social Spread • Reward Outcome of HH Video Competition #M9 | #quality2014
  95. 95. University of Geneva Hospitals 226,000 views (April 3, 2014) All time watched Hand Hygiene videos Jefferson University Hospitals 207,000 views (April 3, 2014)
  96. 96. What is the all-time most watched video online? #M9 | #quality2014
  97. 97. Most all-time watched video PSY – Gangnam Style ~1.9 Billion hits! (April 3, 2014) #M9 | #quality2014
  98. 98. PSY – Gangnam Style 1.9 billion views! (April 3, 2014) The Next Sensation?! Global Handwashing Day 138,000 views! (April 3, 2014) #M9 | #quality2014
  99. 99. Desktop & Mobile Website Internet Radio Service Mobile web application and Smartphone Apps Twitter Traffic Customer Care Line VMS/Kiosks Traffic Scotland Information Hierarchy & Service Platforms Potential Audience Reach Max delivered to date 115m page impressions in month of Dec 2010 equates to 1.1m distinct IP addresses Resilient to spike demand. At the peak can have over 100,000 contacts a month Currently 286,843 downloads for iPhone/ Android/Blackberry/Windows 7 Stats feed through to TS website usage Traffic Scotland Twitter has currently 32,000 followers and follows 542 partners 22,000 calls annually However dramatic seasonal and event driven spikes in demand Automated messages includes Traffic Scotland Radio 203 VMS and currently 3 TS kiosks: Gretna Green (A74); Ballinluig Services (A9) and Harthill Service (M8) Pre-Trip/On trip On-Trip #M9 | #quality2014
  100. 100. #bestplacetogrowup #M9 | #quality2014
  101. 101. Early Years Collaborative -9 month s to 1 year 1 year to 30 months 30 months to Primary school Leadership 5 – 8 years Scotland – the best place in the world to grow up #M9 | #quality2014
  102. 102. 0 500 1,000 1,500 2,000 2,500 3,000 3,500 4,000 0 500,000 1,000,000 1,500,000 2,000,000 2,500,000 LS1 LS2 LS3 LS4 NumberofTweets NumberofImpressions Learning Session Number of Twitter Impressions and Tweets at Early Years Collaborative Learning Sessions Impressions Tweets #M9 | #quality2014
  103. 103. #M9 | #quality2014
  104. 104. #M9 | #quality2014
  105. 105. Overall Strategy Driver Diagram Work Time!
  106. 106. April 30, 2014 9 am PST/ 12 pm EST/ 6 pm GMT Join us for our next #QualityChat! May 28, 2014 9 am PST/ 12 pm EST/ 6 pm GMT #QualityChat www.bcpsqc.ca/events/events-qualitychat.html #M9 | #quality2014
  107. 107. Post-it Note: What were your ah-ha moments? Evaluation Survey: #M9 | #quality2014
  108. 108. Thank you! #M9 | #quality2014

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