Embracing The Change Of Social Media
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Transcript of Embracing The Change Of Social Media
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Be the Change You Want to See
Or Be Subject to Change You Don’t
Ryan Squire—Program Director
March 19, 2010
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Why It Matters
Video Source: http://www.youtube.com/watch?v=NhPgUcjGQAw
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The First Step
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Customer
Sales
Content
News
Two Customers
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Broken News
How to Win
ExclusiveLead with
“Breaking News”Be on-air first
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News Is Social
http://twitpic.com/135xa
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source: http://news.yahoo.com/s/afp/20100216/ts_alt_afp/iranpoliticsoppositionmediausprizeinternet
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Customer
Sales
Content
News
Social Journalism
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The ProcessStarted Using Twitter
AH HA! Moment
Tested Uses for other tools
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What We Learned
Listen
Respond
Influence
Enlist
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Get Over Your Fear
People are already talking about you
Listening/Responding=Trust building
Stop Gate-keeping
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What I Learned
Beware of Tool Envy
Curate Internal Knowledge
Infinite Correct Uses
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The Ohio State Medical Center Promise
“To improve people’s lives through innovation in research, education and patient care to
build personalized health care.”
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Get Over Your Fear
People are already talking about you
Listening/Responding=Trust building
Stop Gate-keeping
Start Gate-jumping
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The Health Care Challenge
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Gatejumping
We can’t talk about patients
Patients can say anything they want about themselves
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2010 ExpectationsPeer-Reviews
Provide Feedback/Reviews
Mobile Access
Traditional Information
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We Promised…
“To improve people’s lives through innovation in research, education and patient care to
build personalized health care.”
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January 2009
“Shut It Down.”
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Our Goal
“Workplace of Choice”
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Cultural TransformationIt began with productivity issues, and the concern with perception of
our customers/patients.
Departments wanted to turn off access to social media sites.
We considered the legitimate need for access to the web, employee workforce preferences, liability for not having access to the web, administrative issues.
HIPAA privacy concerns – release of patient information.
We wanted to be sure that our corporate philosophy was communicated actually and in spirit with our use of social media.
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Social Media 101Control v. Influence
Inside your entity you have control over what employees say, share, and do with social media through the implementation of rules, policies, and enforcing behavioral standards.
Company time/company equipment.
“Remember that in the vast social media ecosystem that lies outside your company, beyond your reach, there are no set rules of behavior. You can be assailed, spoofed and blasphemed,
and you have no control.”
“The Social Media Bible” Lon Safko and David
Brake
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Source: http://chronicle.com/wiredcampus/article/3709/ohio-state-u-stops-censoring-its-facebook-page
The Control Problem
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Social Media 201Education
• You can do it, but think about our reputation and your reputation
• Follow the Policies• “Personal Use”• “Institutional Use”
On-going Conversation
• Internal blogs• External blogs• Video Contest• Gain Influence• Network• “improve people’s lives” • “shape the future of
medicine”• “work place of choice”
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Ongoing Issues
Personal
Professional
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The Policy
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Key Point One
“Our policy is that you, the employee, may use Social Media for personal use only during non-working time and in strict compliance with all other terms of this and other Medical Center and University policies.”
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Creating Culture
“You don't create a culture. Culture happens. Culture is the by-product of consistent
behavior.”Jason Fried—Social Media Management Expert
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What We Learned
Listen
Respond
Influence
Enlist
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Personalized Health Care-Listen
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Respond
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Listen-Some More
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Influence• Called Customer Service• Forwarded situation to The James Customer Service• Followed up with patient
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Enlist
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Are You Listening?
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Responding?
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Influencing?
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Building Personal Relationships?
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What’s the Cost of Doing Nothing?
• In a total of about 5 minutes:
• Saw a reporter in need• Connected with her• Arranged interview with Dr. Gillison• Built goodwill and solidified reputation
• Ladies Home Journal – Spring 2010
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