NHS Leadership Academy Nye Bevan Programme - Social Media

Nye Bevan ProgrammeMaking the case for change - Social Media

component led by Joe McCrea

@joemccrea1966

•Debunk myths about Social Media skills •Practice Social Media behaviours•Understand Social Media channels •Begin to build Social Media relationships•Produce good Social Media content•Learn six steps of Social Media campaigns•Secure senior Social Media engagement•Have confidence to innovate through Social Media

Session Learning Aims

Debunk myths about Social Media

skills

Let’s learn about YOUHow many of you have…

Created a presentation?Delivered a presentation?

Watched a DVD?

Taken a picture?

Delivered a speech?

Created an e-mail group?

Sent and cc’d an e-mail?Forwarded an e-mail?Added an attachment?

Done a Q & A session?

Recorded a series?

Been part of a team?

Shared some news or gossip?

Let’s learn about YOUHow many of you have…

Sent a tweet?Retweeted a tweet?

Watched a video?

Created a video?

Listened to a Podcast?Presented a Podcast?

Downloaded a presentation?Uploaded a presentation?

Created a LinkedIn profile?

Posted a LinkedIn status update?

Created a Facebook profile?Created a Facebook Page?

Joined a LinkedIn Group?

Followed others?Invited others to follow?

Subscribed to a channel?

Shared a photo?

Taken part in an online broadcast?

Used Tweetdeck?

Let’s learn about YOUALL the skills you need for these…

Are involved in doing these

They simply need applying in new

ways

Practice Social Media behaviours

Activity One - Cluedo

324 possible permutations

Activity One - Cluedo

• it’s all about following and being followed

•engagement brings rewards and recognition and response

•Tell it small, tell it often

Understand Social Media channels

Activity Two - Horses for Courses

LinkedInVimeo

Podcast

Twitter

Google Hangouts

Instagram

Skype

Pinterest

Whatsapp

Vine

Slideshare

Instant/Immediate Permanent/Long Term

News

Pictures

Facts

Videos

Chats

Activity Two - Horses for Courses

Begin to build Social Media relationships

Activity Three - Tomorrow People

If you could ‘jaunt’ around your organisation and your stakeholders, plant ideas in their heads and read what they were thinking, who would you wish to engage with?


YouWith you

Wider local

National

•Follow their social media presences

• Invite them to follow you•Regularly send them relevant content


•The Tomorrow People had a super-intelligent computer called ‘Tim’

•WE have TWEETDECK!


Produce good Social Media content

Social Media Capability AssessmentContent

Activity Four - Attention Grab



Name me three reasons why you would choose one channel’s or organisation’s

content over another



It’s all about the NEW 3 Rs

X •Recent•Relevant•RewardingX

Wordsare trumped by are trumped by

Learn six steps of Social Media campaigns


Six steps of a successful SoMe Campaign

•Get your story and purpose straight •Agree your strapline and hook •Collate existing material that can be reused •Populate your Social Media channels •Maintain momentum •Review and refine

!Review/ refine

!Maintain

momentum

!Populate channels

!Existing material

!Strapline and Hook

!Story and Purpose

Secure senior Social Media engagement

Tameside Hospital NHS Foundation Trust

What did the Keogh report say?

“The Panel did not see clear evidence that the Board is listening to patients and families to improve the quality of patients’ experience”

“This is essential to set a cultural tone for staff...and provide development to ensure staff are sensitive to patients’ needs and learn from complaints”

Tameside Listens

Tameside Listens


“Immediate focus is needed on the following issues...”

“Develop a patient and public engagement strategy in collaboration with stakeholders, including patients and staff”

Tameside Listens


So success would be if the Board…

Demonstrated it had listened

Demonstrated evidence was linked to improvement and quality

Demonstrated involvement of stakeholders, patients and staff

Demonstrated evidence of being sensitive to patient needs


So how did we go about it?

The biggest listening exercise in the Trust’s history

Announced on 1st August 2013 as part of the Trust’s response to Keogh

A 6-month listening exercise using the widest possible range of channels, tools and processes

Tameside Listens

LISTENING EXERCISE

Tameside Listens

Tameside HospitalNHS Foundation TrustTHE BIGGEST

IN TAMESIDE HOSPITAL'S HISTORYYOUR CHANCE TO SHAPE YOUR HOSPITAL'S CARE...

• TO SUPPORT AND DEVELOP OUR STAFF

• TO PROMOTE COMPASSION AND CARE

• TO LISTEN AND RESPOND TO YOUR FEEDBACK

• TO ENSURE SAFETY FOR PATIENCES

WHY WE ARELISTENING

By [email protected]

By phone0161 922 4032

like us on facebook/tamesidelistens

follow us on twitter#tamesidelistens

watch us on youtube/TamesideListens

Subscribe to our podcastwww.tamesidehospital.podbean.comor available on iTunes

WE’RE LISTENING.TELL US WHAT YOU THINK

• TO PURSUE EXCELLENCE

• TO PERFORM BRILLIANTLY

• TO DELIVER QUALITY

• TO WORK IN PARTNERSHIP

Tameside Listens


Embraced Social Media

e:mail [email protected]

Follow us on Twitter #TamesideListens

Like us on Facebook www.facebook.com/tamesidelistens

Watch us on YouTube www.youtube.com/TamesideListens

Subscribe to our Podcast http://www.tamesidehospital.podbean.com or

Phone us on 0161 922 4032

Tameside Listens


Four new listening channels

Meridian Questionnaire

Survey Monkey survey

Android App

iPhone App


What did we ask?Sought feedback and ideas on 8 themes

Tameside Listens

Didn’t ask

‘What do you think?”

but open-ended

“How can we do better?”

Over 500 responses


Action orientated responses78% contained a suggested action

Tameside Listens


The Trust’s response?Tameside Listens

Only 4 suggested

actions were rejected 54%

suggested actions were new to the

Trust


So what did it tell the Board?Tameside Listens

When asked for their suggestions through an exercise like Tameside Listens, the vast majority of responses are sensible and acceptable to the Trust

Many of patients’ most important concerns are already being addressed by the Trust but hadn’t been communicated adequately

More than half of suggestions that have been obtained through the Tameside Listens exercise did not currently feature in the Trust’s plans, but would be candidates for future Improvement Plans or Immediate Action

This proved its worth and value to the Trust and demonstrated the importance of mainstreaming the activity into the Trust’s core communications and engagement functions.

A fundamental change of direction

I don’t want to go to you… I want you to come to me…

The power of SMILESocial Media Improvement

Listening Engagement

• TO SUPPORT AND DEVELOP OUR STAFF

• TO PROMOTE COMPASSION AND CARE

• TO LISTEN AND RESPOND TO YOUR FEEDBACK

• TO ENSURE SAFETY FOR PATIENCES

WHY WE ARELISTENING

• TO PURSUE EXCELLENCE

• TO PERFORM BRILLIANTLY

• TO DELIVER QUALITY

• TO WORK IN PARTNERSHIP

Have confidence to innovate through Social

Media

So Me

Where it was in April 2013

So Me

Where it is now

Follow us on Twitter: 86 million Twitter Impressions - 7,341 followersLike us on Facebook: 95,000 daily reach - 1,000 followersSubscribe on Youtube: 19,400 video viewsSee our Vimeo showcase: 1,392 playsSubscribe to our Podcast: 11,549 feed hitsSee our daily photo journal: 8,240 viewsFeature in our image showcasesWatch live with Google Hangouts

Where DID people mainly find us on social media for Change Day 2014?

Nye Bevan ProgrammeMaking the case for change - Social Media

component led by Joe McCrea

@joemccrea1966

NHS Leadership Academy Nye Bevan Programme - Social Media

Healthcare

Transcript of NHS Leadership Academy Nye Bevan Programme - Social Media