Intranet Case Study: Baylor
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n this webinar Manager of Corporate Communications, Jerry Stevenson, will show you how Baylor Scott and White Health supports corporate initiatives through grass roots storytelling, connecting bullet points to real world experiences from some of their 35,000 employees. Examples from ER nurses encouraging and supporting one another through blog posts to online videos of caregivers telling the inspiring stories behind letters from grateful patients. You'll learn: How to make corporate messages and initiatives compelling through real-world stories. How employee stories are used to start conversations on the corporate intranet. How to reach out and encourage employees to share their stories and start conversation. About the speaker: Jerry Stevenson Manager, Corporate Communications Baylor Scott & White Health Jerry is responsible for management, administration, training and strategy for Baylor Scott & White Health's SharePoint-based intranet, utilized by 35,000 employees across 46 hospitals and 800 patient care locations in Texas.
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Intranet Case Study: Baylor
- 1. Intranet Case Study: Baylor Scott & White Jerry Stevenson, Baylor Scott & White Toby Ward, CEO, Prescient Digital
- 6. World Leading Intranet Experts • 14 years of profitable history • Dozens of Fortune 500 Clients • World-Renowned Thought Leaders • 200+ intranet projects • Highly specialized First to study & formally define “social intranet”
- 10. Nexus of Intranet Success
- 12. Building Engagement by Letting Employees and Customers Tell Their Story Jerry Stevenson Baylor Scott & White Health Dallas, Texas
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- 17. Why Stories? They’re in our DNA You Remember Them Inspiration Drives Engagement 17
- 18. Why it Matters Only 44% of the U.S. hospital workforce is ‘highly engaged’ 18 Towers Watson - 2012 Global Workforce Survey
- 19. Why it Matters 43% of disengaged employees consider other employment options 17% of highly engaged employees consider working elsewhere Operating margins were 3X higher when employees were ‘sustainably engaged’ 19 Towers Watson - 2012 Global Workforce Survey
- 20. 20 The Energy Project “Energy Audit” 2013 “Employees who derive meaning and significance from their work were more than three times as likely to stay with their organizations — the highest single impact of any variable in our survey. These employees also reported 1.7 times higher job satisfaction and they were 1.4 times more engaged at work.”
- 21. 21 Love these reminders of why I love working for Baylor. This is what it is all about, our patients, our community. What a great feeling, goose bumps! Way to go team! And that is why I am so proud to be a part of Baylor! Employee Feedback
- 22. Story-Driven Videos and Blogs 60% more page views 70% more comments 22
- 23. Yes, it can work on seemingly dull stuff too… 23
- 24. Finding Engaging Stories There’s a story behind every initiative or strategy Who ‘lives’ your message? Who is already telling interesting stories? 24
- 25. Don’t Be Afraid to Borrow 25
- 26. Make a Campaign Personal 26
- 28. “The stories we tell literally make the world. If you want to change the world, you need to change your story. This truth applies both to individuals and institutions.” ~ Michael Margolis 28
- 29. Bonus Material: Heart Transplant Live on Twitter 29
- 30. Video Tips Essential: Camera (no smartphones), Tripod, 2 Lights, Headphones, Mic Shoot On Location Keep It Legal – Get Permission 30
- 31. Video Tips Have A Conversation Be Open to the Story Changing Change Angles and Zoom Use Text for Emphasis 31
- 33. Next webinar The Best from The Intranet Global Forum Visit www.PrescientDigital.com June 24, 12:30 PM EST
- 34. Intranet Insight > PrescientDigital.com
- 41. Questions
Editor's Notes
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- Stories tap into something primal in us. Oldest form or organizational communication It doesn’t matter if you’re a baby boomer, a gen-x’er, a millennial, a pre-millennial. It doesn’t matter what part of the world you come from. Stories breaks through every demographic boundary. Anti-Twitter -- what’s going to happen next? Most powerfully - Great stories put your audience in the head of the main character
- Stories tap into something primal in us. Oldest form or organizational communication It doesn’t matter if you’re a baby boomer, a gen-x’er, a millennial, a pre-millennial. It doesn’t matter what part of the world you come from. Stories breaks through every demographic boundary. Anti-Twitter -- what’s going to happen next? Most powerfully - Great stories put your audience in the head of the main character
- largest not-for-profit healthcare system in Texas 44 hospitals 500 patient care sites 34,000 employees 6,000 affiliated physicians history going back more than 100 years. In 2011 we started creating Baylor Stories - beautifully illustrated books Stories from our employees, caregivers, volunteers and patients. We wanted to take things a step further and bring these stories to life so the people involved could tell their story directly. What you watched was our first video based on a patient story.
- The 2012 Towers Perrin Global Workforce study zeroed in on the U.S. Healthcare industry and found that less than half of our hospital workforce is ‘highly engaged.’
- The results – Half of those disengaged caregivers are thinking about getting a job somewhere else. But that’s only the case for 17% of the folks that are highly engaged. And those companies that have ‘sustainably engaged’ employees reap the biggest benefits (and this is true across all industries) – 3X higher operating margins.
- In a separate study in 2013 by the Energy Project last year, they found that employees who derive meaning and significance from their work are three times more likely to stay at their jobs – the single biggest impact of any variable they studied.
- Almost immediately after posting it, we started seeing great feedback from employees. Particularly that last comment. Nurses and caregivers working in the ER have incredibly stressful jobs. Every day, the work with people who are in the middle of a crisis – literally having one of the worst days of their lives. Understandably, they don’t always remember to say thank you. Which is why it’s so important that we remind them how much they matter and how much of a difference they’re making.
- The comments were backed up by what we found in our analytics reports – we had 60% more page views and 70% more comments than a typical news story.
- I’d like to close with a quote from one of the most inspiring story tellers I know – Ira Glass, the host of the US public radio program “This American Life”. I think it perfectly capture what we, as professional communicators, must constantly remind ourselves to do. Stop spinning our wheels and look around. The best stories are often in plain view – just waiting for you to notice them. Where can you find those moments when your employees are at their best and most passionate? Where are the aha moments happening? They’re out there, just waiting for you to notice them, share them, and inspire even more. Thank you.
- Two brief non-video examples: One way we ‘primed the pump’ so to speak when we launched a company-wide blog inside Baylor was to go looking for people that were already comfortable blogging on the public internet, and asking if they’d be willing to re-post some of their best work on our site. One of the most popular was ‘Have You Hugged Your ER Nurse Today’, a post that talked about the daily trails, difficulties and rewards of working in the ER. It’s been one of our most popular posts to date. And a good example of looking around for the storytellers that are already out there.
- Another came to us during one of the annual United Way campaigns. An employee shared a touching story of how the YMCA, a beneficiary of United Way funds, helped provide day care for her daughter, and allowing her to get a full time job at one of our subsidiaries, and ultimately save up enough money to send her daughter to college. Those of you that have had to work on United Way campaigns know how difficult it can be each year to get employees involved – this was a great way for us to connect the campaign with someone employees could relate to.
- I’d like to close with a quote from one of the most inspiring story tellers I know – Ira Glass, the host of the US public radio program “This American Life”. I think it perfectly capture what we, as professional communicators, must constantly remind ourselves to do. Stop spinning our wheels and look around. The best stories are often in plain view – just waiting for you to notice them. Where can you find those moments when your employees are at their best and most passionate? Where are the aha moments happening? They’re out there, just waiting for you to notice them, share them, and inspire even more. Thank you.
- I’d like to close with a quote from one of the most inspiring story tellers I know – Ira Glass, the host of the US public radio program “This American Life”. I think it perfectly capture what we, as professional communicators, must constantly remind ourselves to do. Stop spinning our wheels and look around. The best stories are often in plain view – just waiting for you to notice them. Where can you find those moments when your employees are at their best and most passionate? Where are the aha moments happening? They’re out there, just waiting for you to notice them, share them, and inspire even more. Thank you.
- I’d like to close with a quote from one of the most inspiring story tellers I know – Ira Glass, the host of the US public radio program “This American Life”. I think it perfectly capture what we, as professional communicators, must constantly remind ourselves to do. Stop spinning our wheels and look around. The best stories are often in plain view – just waiting for you to notice them. Where can you find those moments when your employees are at their best and most passionate? Where are the aha moments happening? They’re out there, just waiting for you to notice them, share them, and inspire even more. Thank you.
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