Presentation given by Miles Appel, Executive Director internal Web Capabilities at Kaiser Permanente and Gia Lyons, Director Strategic Conswulting at Jive Software at Enterprise 2.0 San Francisco 2009.

1. Making Health Care Providers Social:
KP’s Enterprise 2.0 Adoption
Miles Appel, Executive Director Internal Web Capabilities, Kaiser Permanente
Gia Lyons, Director Strategic Consulting, Jive Software

2. Kaiser Permanente’s Mission
Provide high-quality, affordable
P id hi h lit ff d bl
health care services to improve
the health of our members and
the communities we serve.
Page 2

3. About Kaiser Permanente
 8 6 million members
8.6 illi b
 14,600 physicians
 167,000+ employees
 9 states, Washington, DC
 35 h
hospitals/medical centers
it l / di l t
 431 medical office buildings
Page 3

4. A Complex Organization
Care Delivery
Hospital Operations
Health Plan Capabilities
Health
Not for Profit / For Profit
Page 4

5. KP Culture
Passionate about our mission
Tremendous institutional knowledge
Preference for consensus
Preference
Think nationally, act regionally
Page 5

6. KP IdeaBook Genesis
 The Innovation and Advanced Technology (IAT)
g
group proposed the KP IdeaBook concept to our CIO
pp p p
(Phil Fasano) in July 2008.
 Three k d i i f
Th key driving forces b hi d th id
behind the ideas:
1. Internal Networking: to connect the many
like-minded innovators with similar ideas
2. Resource Discovery: to create a robust network of KP people
who can help individuals find the resources needed to bring
smart ideas to life
3. Diffusion of Innovation: to more broadly spread successful
ideas and innovations
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7. The Sidney R Garfield Healthcare Innovation Center
The Garfield Innovation Center is a living laboratory
where ideas are tested and solutions are developed
p
in a hands-on, mocked-up clinical environment.
 Many aspects of delivering health care are
innovated and examined using real-world scenarios
and activities, such as simulations, technology testing,
p
prototyping, p
yp g, product evaluations, and training.
, g
Page 7

8. Identified Business Value
Improve the ability for KP employees and
p y
physicians to connect, collaborate, and deliver
, ,
Facilitate collective knowledge sharing across
communities of practice and interest
 Extend sharing beyond existing boundaries
 Speed time for adoption of successful practices
Increase employee productivity and help
employees do their job better
Increase employee satisfaction
p y
Page 8

9. Jive Software: Accelerated Time to Business Value
Easy up and on
y p
 Enterprise SaaS, SSO, technical design
Business best practices consulting
 Learnings from similar Jive clients, adoption planning
Rollout deliverables
 Advocate program, help community, strategic group on-
boarding
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10. From Pilot to Roll-Out
 Garfield Center for Innovation September 2008
 Jan 2009 Internal Web Capability team chartered to
make Operational:
Technical Readiness Operational Readiness Communication Plan
Single Sign-On Staffing Model Viral only – 10 months
Creation Advocate Program
Application Configuration
Execution
Plug-in selection Key Leader Participation
Support Model
Brand Compliance
p Corporate Communication
p
Support Community
S tC it
Infrastructure on Demand Region x Region
Help Desk
Targeted Leadership
Compliance
Case Studies
Social Media Guidelines
Breadth
Legal Depth
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11. KP IdeaBook – The Movie

12. KP IdeaBook Today
Generally high acceptance with few obstacles
Steady viral growth
St d i l th
 900 new members/month with no
communication
 2,000 new members/month with
“targeted” communication Viewers
 75% respond to and/or create
p Responders
content (as of Oct 1, 2009)
Creators
Partnership with Jive
important
 Multiple releases completed
 Collaboration on overall roadmap
 Customized analytics reports
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13. Roadmap
 Base package
 Early enhancements / configurations
 Trends
What we are using What’s coming Still to come …
 Social Network  Analytics / Dashboards  Portal Integration
 Blogs  Email plug-in  Video / Vlogs
 Status Updates  Microblogging  High-fidelity images (Xrays)
 Discussions  Forms generator  Private conversations
 Search  Document collaboration  Dr. and Attorney
 Tags  Pick your blog
 Polls  Lobbies
 Surveys - External  Surveys - Internal
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14. Work In Progress
CIO Blog
Case Studies
 Thrive Lobby
 Affinity Groups
 Sustainability
 Body, Mind and Spirit
 Orthopedic Journal Club
 Social Network Analysis
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15. Leadership is Critical
"We started with a solid
“I'm proud that Kaiser Permanente
understanding of how organizational
decided early on to be leaders not
leaders,
communications should flow. This
laggers, in social media. From our
was critical to sponsoring the
media managers tweeting pitches; to
strategy that ultimately yielded the
launching Facebook fan page and a
user adoption and excitement we
YouTube channel; to more than
were driving for."
8,000 KP employees embracing our
new internal social media platform,
"Kaiser Permanente's strong
KP IdeaBook, before it was even
IdeaBook
executive support and commitment
promoted, we are cementing our
to implementing innovative, best
position as innovators in this area.”
practices in patient care and
communication made introducing
Diane G
Gage-Lofgren, SVP
f S
Brand Strategy, Communications, and new tools like Jive easy to adopt in
Public Relations our organization.“
Carl Eberling, SVP
C l Eb li
Business Infrastructure
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16. Advice
Find the path of least resistance and let it happen
 Early adopters
y p
 Stated need
Stakeholder management
 Who has your back?
 Who can stand in your way and how will you educate them?
Risk identification / mitigation
Risk
Accept “good enough”
Iterate
Iterate
Listen
It is not about the technology
t s ot t e tec o ogy
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17. User Success Stories
We were able to transition our monthly e-mail newsletter for the large
community of marketers and communicators across Kaiser Permanente
into a community blog on KP IdeaBook. Since launching in April, we have
more than 100 members in our group…numerous blog posts and a good
level of commenting and discussion. Overall I personally am finding it to
be a great deal more timely, time-efficient and dynamic than the
traditional monthly newsletter.
Jeanne Hughes
Communications Director
My VP asked me to disseminate and support … "Six Disciplines of
Breakthrough Learning" …we started using IdeaBook …now we're
seeing high membership growth, views of the documents, and
knowledge sharing across regions.
Luis E. Cuadros
WBT Training & Support
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18. User Success Stories
I now use Google AND KP IdeaBook when
searching for best practices …”someone,
somewhere in the company is thinking of
the exact same thing and you need at least
2 minds to leverage and create synergy
Alex J Easton
Consulting Services, KPCO Strategic Planning
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19. Questions?