Eytan-CHCF Web2 2007

Transcription

Exploiting Web 2.0 Technologies for Planning,
Communication, and Change Management
Ted Eytan, MD MS MPH
http://www.pchit.org
December 3, 2007
Patient Centered Health Information Technology • pchit.org
CALIFORNIA HEALTHCARE FOUNDATION • UNITED HOSPITAL FUND OF NEW YORK • KAISER PERMANENTE • GROUP HEALTH COMMUNITY FOUNDATION • CENTER FOR INFORMATION THERAPY
1
Agenda
•Why We’re Here
•Web 2.0 Primer
•Ted’s (and Lee’s) Story
• Informatics Blog
• DailyKaizen Blog
•Our friends and family
•Our patients and our staff
• What will their story be?
2
At the surface....
Blogs are the future of journalism, says
Larry Weber, a leading public relations
executive. “Journalists don’t like to
hear that. They say nobody validates
blogs. I say what do you mean? Two
million people are doing the fact
checking that newspapers aren’t doing
any more because they can’t afford the
people to do it.”
- The New Influencers: A Marketer’s Guide to the New Social Media
3
Why We’re Here (by Andy Wiesenthal, MD)
• Our work is transformative
• People are almost desperate to share ideas about
• How to implement new ideas
• How to optimize old ideas
• Memos, newsletters, guidebooks, meetings all have serious limitations
• How to
• Keep people current,
• Reduce fear,
• Spread knowledge and best practices?
4
1.0 to 2.0 - What’s the Difference?
Web 1.0
Web 2.0
Connect people to computers
Connect people to people
Hierarchy
Wirearchy
Taxonomy
Folksonomy
Blunted/Stunted Ecosystem
Healing/Feeling Ecosystem
15 minutes of fame
15 MB of fame
PR dollars
Google juice
Command and Control
Collaborate
Searches
Signals (RSS)
5
If we’re smashing this....
6
Why don’t we smash this too?
Project Team
Informatics
“Above all, Employees will be provided the
Medical Director same concern, respect, and caring attitude
within the organization that they are expected to
Support Teams
share externally with every Southwest Customer.” Change Management
Herb Kelleher, CEO
User
7
Why don’t we smash this too?
8
Blog activity: doubling every 320 days
Source: http://technorati.com/weblog/blogosphere/
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Blogs: Competing with the Mainstream
“During Q3
2006 there were
only 12 blogs in
the Top 100
most popular
sites.
In Q4, however,
there were 22
blogs on the list”
Source: http://technorati.com/weblog/blogosphere/
10
The leading edge of the leading edge
Source: Pew Internet & American Life Project Tracking Surveys, November – December 2005 and February – April 2006.
Bloggers
Internet users
60%
45%
30%
15%
AGE: < 30
0%
30-50
50-64
65+
“My generation has long been bizarrely comfortable with being looked at” - “The Fakebook Generation,” New York Times, October 6, 2007
11
Anatomy of a blog
Pages archived
permanently
(“permalinks”)
Informatics-Blog
Group Health Cooperative Informatics
February 2007
2007 02 08
S M T W T F S
e-health news
1 2 3
Comments (0)
4 5 6 7 8 9 10
Direct link
11 12 13 14 15 16 17
Popularity: 3%
18 19 20 21 22 23 24
25 26 27 28
« Jan
SEARCH
Find
BASICS
About this Blog
Subscribe to updates
through e-mail
RECENT COMMENTS
"As it so happens, we
received a legal opinion
today..." (Ted Eytan on
The iPod as a Continuing
Education device; and
allowance within CME
budgets for purchase)
"Most definitely.
Seeing the Impact: New York Times Journalism
Institute
Yesterday, I posted about a disappointment in our health care
system. Today, I’m posting about a time when Group Health
was recognized for doing right by our members.
On the way back from my journey, I participated in a yearly
New York Times Journalism Institute, coordinated on a specific
topic, with this year’s being health care. Group Health member
dollars were not used to fund travel and this was time neutral
Sequential posts
for my work here, given that it occurred at the end of a
vacation.
About 20 national media organizations were invited to the
Institute, including Reuters Health and WGBH Boston. Most
critical to Group Health was the presence of two local media
organizations, Seattle Times and Seattle Post-Intelligencer. I
was on a panel with leaders from the Reigenstrief Institute,
WebMD, and the Massachusetts eHealth Collaborative. All
three organizations are national leaders in data exchange
among providers. The Massachusetts group in particular has
been working with a $50 million grant from the Blues to outfit
Comments from users
smaller practices with electronic medical records and tie them
together. Group Health represented the “enterprise view” of
improving health care through the use of information
technology.
Thanks to the use of our impressive advertising spots, Group
Health was able to go first on the panel and set a nice context
of the use of integration, focus on the patient and their
relationship with the physician, and using tried and tested tools.
One thing I noticed is that for all we know about the things we
Links (“Blogroll”)
do and do well, there is much less knowledge of such in our
local and national communities. Basic ideas like supporting
affordable medication use and coordinating care across
12
Who doesn’t have one anymore?
13
Who doesn’t have one in health care anymore?
SEARCH BLOG
FLAG BLOG Next Blog»
Create Blog | Sign In
THIS IS A BLOG STARTED BY A CEO OF A LARGE BOSTON HOSPITAL TO SHARE THOUGHTS ABOUT
HOSPITALS, MEDICINE, AND HEALTH CARE ISSUES.
WEDNESDAY, NOVEMBER 28, 2007
ABOUT ME
Safety in the NICU
PA U L LE V Y
Mark Graban at Lean Blog asked the following question as a
comment to a posting below. It is interesting and important enough
to repeat here for a larger audience -- and particularly for people at
SEARCH BLOG
NEIL CALMAN MD
RUNNING A HOSPITAL
President and CEO of Beth Israel
Deaconess Medical Center in Boston
VI E W MY C O M P L ET E P R O FI L E
other hospitals who might find the answers of value. I am sure the
A BLOG DEDICATED TO FIXING ALL THAT IS WRONG WITH HEALTH CARE IN THE US,
STRENGTHENING US TO FIGHT FOR SOCIAL JUSTICE, LOGIC, EFFICIENCY, QUALITY AND
KINDNESS IN THE WAY HEALTH SERVICES ARE DEVELOPED, DELIVERED, PAID FOR AND
REGULATED. MY HOPE IS TO TO PROVIDE AN INSIDERS VIEW OF HEALTH CARE AND HEALTH
CARE ISSUES - AS A PHYSICIAN, AS CEO OF A NON-PROFIT HEALTH CARE SYSTEM, AND AS A
COMPASSIONATE SOUL WHO SEEKS TO MAKE THE LIVES OF THOSE AROUND HIM HAPPIER AND
HEALTHIER.
SUNDAY, NOVEMBER 18, 2007
HIT before HIE (and not without my knowing
what’s out there about ME)
There is a grand vision out there in the world of health information
BIDMC people mentioned would be very happy to provide further
technology. It goes something like this.
information to people from other hospitals. (Also, I have to admit to a
One day, sometime in the future, every time I encounter the health
little pride in that our folks, who already thought they had a very
care system, the details of that encounter will be recorded on a
good plan on this matter, went further to adopt additional
computer. This includes everything a health care provider writes (er…
safeguards for these very tiny babies.)
types) about me in their electronic health record system (EHR), every
"Do you have thoughts to share on the preventable heparin error
involving Dennis Quaid's twins in L.A.? What steps is BIDMC taking
to proactively prevent that same error from occurring in your
hospital?"
laboratory, x-ray or other diagnostic test result, every prescription ever
LINKS
given to me and information from the pharmacy on whether I got it
Site Feed for this Blog
filled and refilled. All of these computers will be connected through
Halamka's Geekdoctor
RHIOs (regional health information organizations) and all the RHIOs
Health Care Anew
will be connected in some manner to the National Health Information
Network (NHIN). The end result will be that anywhere in the country
After consulting with our people, I posted this initial response, with
Health Care for All
the help of Greg Dumas, one of our pharmacists:
Health Affairs Policy Journal Blog
that I seek health care, with my permission, my treating provider will
be able to search this network, find all the information stored about
SEARCH BLOG
NEI L CA L M A N
JAY PARKINSON + MD + MPH
MAeHC Blog
Written by Micky Tripathi
WEDNESDAY, NOVEMBER 28, 2007
It takes more than money
Just about a year ago I wrote about Britain's Connecting for Health
program's privacy policy or, more appropriately, their lack thereof.
Their approach at the time can best be described as "opt-NOT" -patients getting care through the NHS would automatically have
their data shared on the "Spine" (the national HIE). No fooling around
with the niceties of opt-in vs opt-out -- patients could only opt-out
by opting out of getting their care from the publicly-funded health
service that they pay dearly for.
The NHS has since backed off from this stance and now allows an
opt-out policy. That's still a far cry from the opt-in approach taken
by MAeHC, and in the context of a burgeoning US movement toward
"personally-controlled" health data management, it's downright
archaic.
The latest report is that despite this change in policy, physicians
themselves are rebelling against the system: 2/3 of NHS family
physicians say that they will boycott data-sharing in the system
according to a recent poll (see Family doctors to shun national
database of patients' records). In a country where individuals have
historically deferred to the government on issues of information
About Me
Micky Tripathi
I am the President and CEO of
the Massachusetts eHealth
Collaborative. The views
expressed are my own.
View my complete profile
November 28th, 2007
United Health Care doesn’t understand.
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Posted by jayparkinsonmd in Uncategorized
I got this in my spam moderation today. They don’t understand me….
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November 21st, 2007
Health Business Blog
Mark Frisse's Personal Blog
Uncategorized (29)
Solving the malpractice crisis with Zocor.
Posted by jayparkinsonmd in Healthcare Delivery
While working at the Maryland State Department of Health, I often spent time in the
Maryland General Assembly listening to Maryland senators introduce bills on the
Archives
November 2007
October 2007
14
If you don’t, they will...
15
RSS - the Signal
•“Really Simple Syndication”
• An RSS feed enables a “feed reader” or
aggregator to periodically check
particular spots on the Web for new
content, pulling that content into one
central location for easier reading
• 9% of internet users said they have a
good idea of the meaning of the term
“RSS feeds.” (May, 2005)
16
Ted’s Story
Blogging within the Enterprise:
Informatics-Blog
17
Ted’s Story: 2004 - 2007
•“Informatics Rounds” and
Orthopedics
•748 posts
•475 comments
•5 authors
•4 iterations
•Lots of hits!
18
The Good Times
• “Bloggers are among the
most enthusiastic
communicators of the
modern age, taking
advantage of nearly every
opportunity to
communicate.”
• Source: Lenhart A, Fox S. Bloggers:
A portrait of the internet's new
storytellers. Washington, DC: Pew
Internet & American Life Project;
2006 July 19, 2006.
19
The Not So Good Times
• “More than six in ten
bloggers say they blog to
motivate other people to
take action.”
Informatics-Blog
{ 2006 04 14 }
HOME
RECENT POSTS
The Andon Cord and Patient Safety in EpicCare
1 . Seeing the Impact: New York
“At any time during the production process at a
Times Journalism Institute
Toyota plant, any team member who spots a
problem can stop production by pulling the
2 . Medication Reconciliation, at
37,000 feet
“andon cord” located next to the assembly line.
An andon board (left) lets supervisors know the
3 . QISTS ’07 Begin Today –
Nephrology
• Source: Lenhart A, Fox S.
Bloggers: A portrait of the
internet's new storytellers.
Washington, DC: Pew Internet
& American Life Project; 2006
July 19, 2006.
location of the problem with a blinking light and a
distinct musical tone.”
4 . Radiology Orders Default
Screen
5 . EnROL - Enhanced Record
Lookup Information Guide
SEARCH
This approach empowers employees to highlight defects and bring attention to their
solution without being penalized. When the line stops, everyone must stop what
they are doing and attend to the fix.
We have created a similar setup for EpicCare at Group Health. We now have
Find
BASICS
About this Blog
clinicians on call 24 hours a day, 7 days a week, to respond to any questions about
the functioning of EpicCare that are concerning for patient safety. In consultation
with the on call clinician, the “andon cord” will be pulled. When the cord is pulled, an
emergency response team will be assembled, which will do rapid analysis of the
problem and make decisions about next step.
through e-mail
The analogy here is the code team in a hospital, who will bring a code cart and
preparation to diagnose the patient and act quickly. Pulling the andon cord does not
mean that Epic will be shut down; it simply means that a team will be assembled
RECENT COMMENTS
quickly and other work will stop.
The goal of this new process is “door to doc in 45 minutes.” We have had the
occasion already to use it in real time, and have been able to achieve this goal.
Posted by Ted Eytan on Friday, April 14th, 2006, at 6:31 am, and filed under
Safety. Popularity: 18%
Follow any responses to this entry with the RSS 2.0 feed.
You can post a comment.
20
The “What do we do next?” Times
• “About half (48%) of
bloggers say they use
their blog as a storage
site or memory device.”
Informatics-Blog
{ 2005 09 29 }
HOME
New Preoperative Smartphrase beta-test:
“.BETAPREOP”
RECENT POSTS
1 . Seeing the Impact: New York
Times Journalism Institute
2 . Medication Reconciliation, at
37,000 feet
3 . QISTS ’07 Begin Today –
• Source: Lenhart A, Fox S.
Bloggers: A portrait of the
internet's new storytellers.
Washington, DC: Pew
Internet & American Life
Project; 2006 July 19,
2006.
Nephrology
4 . Radiology Orders Default
In this post Stephen Lee, Mike Wanderer, and myself introduced a new
preoperative smartphrase/smarttext designed to guide primary care physicians in
the right components of the preoperative physical exam.
This smartphrase is hard to interpret on paper, so we’ve put it into EpicCare for you
to use, now. Simply use the smartphrase
Screen
5 . EnROL - Enhanced Record
Lookup Information Guide
SEARCH
Find
BASICS
“.BETAPREOP”
In the practice or production regions of EpicCare and try it out. Post your comments
here - we will use this blog as the place to conduct testing and improvement so that
this meets the needs of our patients.
Note: This is a beta test - feel free to use in documentation for your actual patients,
but keep in mind that you are accountable for what appears in your progress notes.
Click below to see the actual smartphrase:
About this Blog
through e-mail
.NAME is a .AGE .SEX seen today for a pre-operative history and
physical examination.
1. CHIEF COMPLAINT
RECENT COMMENTS
1.1. Planned operative procedure: ***
1.2. Side of operative procedure: {SIDEOPPROC:15685}
2. HISTORY OF THE PRESENT ILLNESS
2.1. Brief history: ***
2.2. Detailed history: see surgeon's note
3. MEDICAL HISTORY
3.1. Hypertension: {HYPERTENSION:15686}
21
Ted and Lee’s Story
Blogging in the blogosphere
DailyKaizen
22
A public journey in healthcare improvement
Home
•369 posts
•268 comments
•2 authors
•1 iteration
•Strict rules
•Lots of hits!
About this Blog
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z
DDa a
i li yl Ky aKi az ei n
The Journey [edit this]
04 Feb 2007 11:30 am
February 2007
Quote of the Week
S M T W T F S
The Journey
Even though tomorrow is a Monday I can’t remember
a time
I was2007
more04:24
excitedpm
by Lee Fried,
onwhen
14 Nov
Search
11 12 13 14 15 16 17
18 19 20 21 22 23 24
Search
25 26 27 28
incredible amount of discipline for the team. Most of us are used to doing and not
Popularity:planning.
12% Yet, this time the changes are so transformational we knew that the upfront
needed
to be
invested inasmaking
sure that
we understood
all of
thehe
details.
We
This is howefforts
our day
began
yesterday
Dr. James
Womack
described
why
was at
now have an eight month implementation blueprint designed that includes more then a
Group Health
for a site visit. For those of you that don’t know Ted, he is fearless, and
dozen RPIWs and many more improvement efforts. Tomorrow we will conduct a five
it was notday
a surprise
to any
us lastflow,
weekleveling
when and
we were
contacted
byupstream
LEI for a site
RPIW focused
on of
improving
FTQ within
the most
our value
stream.magic,
What better
to the
markother
the beginning
but with
an
visit. Likesection
always,of Ted
is working
even way
from
side of the
country.
inspirational quote?
“It is our attitude at the beginning of a difficult undertaking which, more than anything
below,
click on any to see full size:
else, will determine its successful outcome.”–William James
--Lee Fried
1 2 3
4 5 6 7 8 9 10
about going to work. Why? Tomorrow marks the start of our cross-functional
improvement
effortsIinturned
the Model Line.
For monthsand
we have
been diving
deepthis
into the
“The root
cause,
around
there
was
data of the operations areas and have slowly constructed a vision for a future state
energetic
guy standing next to me named Dr. Eytan”
organized around value streams. It has been painstaking work that has required an
Images
e n
« Jan
Recent Posts
Search
First, Define
the Purpose
Recent
TheComments
Deselection
of Work
Jeanne:
"I amVisual
fascinated
by your
My First
System
/ The
work and mighty impressed
"Have Nots" have a lot
with..." (on Quote of the Week,
02/04/2007)
Contrast in Culture
Lee Fried: "Thanks Jon. It is
The Question of "Spread"
always easier to tell others..."
(on Practice What You Preach,
Comments (1) - Popularity: 23%
"The root cause, I turned around
and there was this energetic guy
Dr.
(on Eytan"
Practice What You Preach,
02/02/2007)
The Journey [edit this]
02 Feb 2007 09:00 am
Practice What You Preach
Jon Miller: "Great post Lee. It
standing
next turning..."
to me named
sounds
like a major
02/02/2007)
This week I had a great coaching and learning session with one of our Sensei. She has
an incredible ability to listen and ask simple questions that lead those that she is
Quote
the Week
Curious
Cat of
Management
Improvement Blog » Management
Recent Comments
23
A ready response to transparency
• “Be sure to add Daily Kaizen to
your list of favorites and share
your comments and
experiences in Lean healthcare
with the Daily Kaizen bloggers.
search:
Every Day is a Good Day for Daily Kaizen in Lean
Healthcare
By Jon Miller - July 3, 2006 11:17 AM
• Kudos to everyone at Group
Health Cooperative who is
involved in the important work
of redesigning how patient care
is delivered so it can be safer at
higher quality and lower cost,
while maintaining the respect
for and dignity of people.”
Gemba Keiei by Taiichi Ohno,
Chapter 30: Seiri Seiton Seiso
Seiketsu Shitsuke
Today is a good day for Daily Kaizen! The intranet blog for the Lean healthcare team
at Group Health Cooperative is now open to the public. The authors are Lee Fried,
internal consultant who is spearheading the Lean effortsat Group Health Coopeartive
in Seattle, and Ted Eytan, a physician who is heavily involved in kaizen there.
One Sign of a Lean Culture:
Kaizen or Get Out
Lesson in Visual Management
Today's post is on a 30-day follow up to Standardized Work implementation in one of
the hospital administrative areas. They have overcome initial skepticism and change
management challenges, and now
from GOL
Cycle times are dropping rapidly, and most team members were quick to voice their
excitement about the new process. Standard work is a powerful tool.
Movement Gets Good Results
There are over 80 posts in the archives since April 2006. Be sure to add Daily Kaizen
to your list of favorites and share your comments and experiences in Lean healthcare
with the Daily Kaizen bloggers.
Observe"
A Workplace that Encourages
It's Not Really "Go See", It's "Go
Kudos to everyone at Group Health Cooperative who is involved in the important
work of redesigning how patient care is delivered so it can be safer at higher quality
and lower cost, while maintaining the respect for and dignity of people.
About Gemba Panta Rei
Comments
Post a Comment
Gemba Keiei by Taiichi
Ohno
Name:
Kaizen & TPS
Benchmarking
Comments:
Kaizen Teams
Email:
Lean Government
URL:
Lean Healthcare
Preview
Post
Lean Manufacturing
Lean Office
Tips for Lean Managers
24
A ready response to transparency
• “This is a blog by Lee Fried and Ted
Eytan. Lee Fried is a lean consultant
and Ted Eytan is a physician and
medical director in the informatics
arena. They describe their site as ". . .
an experiment. We intend to track the
journey of a world-class health care
system as it continuously improves to
serve its members." Both men work for
the Group Health Cooperative nonprofit care system in Seattle,
Washington.
• Surprisingly, these bloggers provide a
real mix of personal theory,
professional observation, and actual
descriptions of the continuous
improvement work they are performing
at Group Health Cooperative. Daily
Kaizen, if it continues to be maintained,
is worth following.”
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PI - Process Improvement
Quarterly Update - Fall 2006
The Dirty Little Secret about Root Causes
by T. Shane Bush, CPT
Organizational
Alignment
Thought leader T. Shane Bush provides an excellent piece on root causes
and their precursors. Here is a tidbit to peak your interest: The article
includes the phrase "removing a fire hydrant under pressure."
Unfortunately, no photos are included. Click here, to read the full article.
Process Improvement
BLOGS
Science & Research
Beginning with this issue, we will feature a few blogs in our Quarterly
Update. These blogs are down-to-earth and focused on the work being
done and the thoughts of those who are performing the work. They are
written by people from diverse work settings but all share the common
theme of process improvement.
Remember, blogs are self-created expressions of interest. Sometimes they
begin with passion and focus, only to later suddenly stop in their tracks.
This is "The Way of The Blog." Our goal is to provide active blogs, but we
will include some sites that are more dormant if they contain information or
examples that are of value.
If you know of or are posting a blog devoted to process improvement, you
are strongly encouraged to email us the link so we can feature it in
upcoming editions.
Panta Rei; Everything Flows, Everything Changes
http://www.gembapantarei.com/
25
What about friends and family?
The Ix and PCHIT Blogs
Patient Centered Health Information Technology (PCHIT)
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« Small practices leading the way: ACP’s Center for Practice Innovation
Next Stop: California; Ix Insights »
eHealthcare Leadership Awards for
2007
November 2007
S
M
T
W
4
5
6
7
T
F
1
2
3
8
9
10
S
11 12 13 14 15 16 17
Popularity: 44%
18 19 20 21 22 23 24
As the subject of the post states, these awards, what
some consider the Oscars of e-Health, have been
published .
25 26 27 28 29 30
« Oct
In the interest of creating the best
person/user/patient/consumer experiences, the
awardees listed provide a nice reference point for
those looking to talk with organizations who serve their
customers well online.
Three of the partners of the PCHIT Initiative, Group
Health Cooperative , Kaiser Permanente , and
California Healthcare Foundation were distinguished with Platinum and Gold Awards in
several categories.
I know that both organizations spend a considerable amount of effort in involving their
members in the usability of their web sites, and caring that they are usable. Maureena Moran
is the Executive Director of Web Services and Enterprise Information Management at Group
Health Cooperative, and she allowed me to share the kudos she gave teams at Group
Health:
Kudos to the entire web team, including Web Services and ISD’s Web
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Popular: November
Why I love using email with the
parents of my pediatric patients
New PCHIT Blog Co-Author: Mark
Information Therapy…and Other Ways to
Change the World
Insights on the Intersection of HIT & Patient-Centered Care
Patient-Centered Health Information
Technology Initiative
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Posted October 30, 2007 by
Home
Categories: PHRs, Patient- Centered HIT Initiative, Patient- Clinician Relationship
About Us
I will be doing a considerable amount of my blogging about information
therapy (Ix) at the now-live Patient Centered Health Information
Technology (PCHIT) blog. The Center for Information Therapy’s
(IxCenter’s) new PCHIT Initiative will have an active learning
community of clinicians hosted by me and Ted Eytan, MD, the
IxCenter’s Senior Visiting Fellow, who is currently on sabbatical from
Group Health Cooperative in Seattle, where he serves as Medical
Director for Health Informatics & Web Services.
–Josh
Comments: Be the first to comment
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Creating understanding through engagement
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Providing perspective on key IT trends in the healthcare sector
Break out the Champagne - Another PHR Goes Live
November 7, 2007 by John
Scraping the bottom of the press release (PR) barrel it would seem, Kaiser
Permanente announced today their consumer personal health record (PHR) “My
Health Manager” for members is now live. This is hardly newsworthy as there are a
whole host of PHRs with similar features available from providers today. Even the
statement that it is “free for members” rings hollow. Do they think members would
actually pay for using it?
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ABOUT US
Chilmark Research is a
healthcare industry analyst
firm. Our primary focus is on
the rapid evolution of
technology, policy and
consumerism in the healthcare
What I did find interesting in the PR was Kaiser’s statement that the PHR
sector which will culminate in
proceeding this one had 1.6 million register members, representing nearly 20% of
the home becoming the
their total membership. Now that is impressive and something worth writing
primary center of healthcare in
27
What about our patients?
Blogging and the Chronic Care Model
28
MyHealthSystem Blogs (Released in 2011)
29
Should I do this?
(The transformative power of questions)
•From:
• “How much time/effort does it take to blog?”
•To
• “Is it worth spending 15 minutes a day to let those I
serve know what I’m doing for them?”
•From
• “What’s my commitment to blogging?”
•To
• “What’s my commitment to communicate?”
30
Happy You/Happy Me
• Happy You
• Lowering the communication barrier
• Satisfying your deeper interests - when you have them
• Happy Me
• Communication on demand
• Mobile
• Cheap (time and money)
• Writing the story of what I did for you
• A welcome alternative
• “Companies are struggling to overcome problems with current online
communications, whether it's e-mail spam or the costs of maintaining company
intranets that few employees use.” - Businessweek, June, 2006
31
Challenges
•Technology is in the adolescent phase
•Users are in the adolescent phase, too
•A different communication paradigm
“Some people just shouldn’t blog, even in environments where it is
encouraged. People who have really awful communication skills should not
blog. Employees who hate their jobs, their managers, or their products and
services will find blogging a catalyst for early departure. Executive officers
who cannot resist making overly rosy predictions may find their blog has a
thorny backlash, and the same goes for marketing professionals who cannot
resist strings of enthusiastic adjectives.”
Scoble R, Israel S. Naked Conversations: How Blogs are Changing the Way Businesses Talk with Customers: Wiley; 2006.
32
What about Gen Y?
‘The bright guy in product design, triple degree from
the best university, is going to expect, at 25 years of
age, to see this technology in place. And if he's told,
"Well, you gotta use Windows, you can't use blogs or
wikis or instant messaging any of that stuff," he'll say,
"Well, why do I want to work here?" Young people are
not going to go where these tools are restricted.’
-Ray Lane, Kleiner Perkins Caufield & Byers
33
Parting thoughts
“Cultures change slowly. If yours is closed, we suggest opening it
before shocking the ecosystem with a blog. If your employees
feel untrusted, you may need to take steps to demonstrate your
faith in them before you encourage blogging. If your culture’s
communications policy is rooted in command and control rules,
blogging will falter. If you don’t want to listen—really listen—then
blogs will be thorny for you and your culture.”
-Robert Scoble & Shel Israel
“It is not necessary to change. Survival is not mandatory.”
-Edward Deming
“You don't work for a dollar-you work to create and have fun."
-Walt Disney
34
Questions?
35

Eytan-CHCF Web2 2007

Transcription

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