making health care providers social: kp's enterprise 2.0 adoption
DESCRIPTION
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.TRANSCRIPT
Making Health Care Providers Social:
Miles Appel, Executive Director Internal Web Capabilities, Kaiser Permanente
Making Health Care Providers Social: KP’s Enterprise 2.0 Adoption
Gia Lyons, Director Strategic Consulting, Jive Software
Kaiser Permanente’s Mission
P id hi h lit ff d blProvide high-quality, affordable health care services to improve the health of our members andthe health of our members and the communities we serve.
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About Kaiser Permanente
8 6 illi b 8.6 million members
14,600 physicians
167,000+ employees
9 states, Washington, DC
35 h it l / di l t 35 hospitals/medical centers
431 medical office buildings
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A Complex Organization
Care DeliveryCare DeliveryHospital OperationsHealth Plan CapabilitiesHealth Plan CapabilitiesNot for Profit / For Profit
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KP Culture
Passionate about our missionPassionate about our missionTremendous institutional knowledgePreference for consensusPreference for consensusThink nationally, act regionally
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KP IdeaBook Genesis
The Innovation and Advanced Technology (IAT) group proposed the KP IdeaBook concept to our CIO g p p p p(Phil Fasano) in July 2008.
Th k d i i f b hi d th id Three key driving forces behind the ideas:1. Internal Networking: to connect the many
like-minded innovators with similar ideas2. 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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The Sidney R Garfield Healthcare Innovation Center
The Garfield Innovation Center is a living laboratorywhere ideas are tested and solutions are developed pin 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, prototyping, product evaluations, and training.p yp g, p , g
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Identified Business Value
Improve the ability for KP employees and physicians to connect, collaborate, and deliverp y , ,
Facilitate collective knowledge sharing across communities of practice and interestcommunities 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 satisfactionp y
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Jive Software: Accelerated Time to Business Value
Easy up and ony pEnterprise SaaS, SSO, technical design
Business best practices consultingLearnings from similar Jive clients, adoption planningLearnings from similar Jive clients, adoption planning
Rollout deliverablesRollout deliverablesAdvocate program, help community, strategic group on-
boarding
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From Pilot to Roll-Out
Garfield Center for Innovation September 2008Jan 2009 Internal Web Capability team chartered toJan 2009 Internal Web Capability team chartered to
make Operational:
Operational Readiness Communication Plan Technical ReadinessStaffing Model
CreationExecution
Support ModelS t C it
Viral only – 10 months Advocate ProgramKey Leader ParticipationCorporate Communication
Single Sign-OnApplication Configuration
Plug-in selectionBrand Compliance
Support CommunityHelp Desk
ComplianceSocial Media Guidelines
Legal
pRegion x RegionTargeted Leadership
Case StudiesBreadth
pInfrastructure on Demand
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Legal Depth
KP IdeaBook – The Movie
KP IdeaBook Today
Generally high acceptance with few obstacles
St d i l thSteady viral growth 900 new members/month with no
communication
Responders
Viewers 2,000 new members/month with
“targeted” communication 75% respond to and/or create Responders
Creators
pcontent (as of Oct 1, 2009)
Partnership with Jive importantimportantMultiple releases completed Collaboration on overall roadmap
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Customized analytics reports
Roadmap
Base packageEarly enhancements / configurationsEarly enhancements / configurationsTrends
Social Network Blogs
Analytics / Dashboards Email plug-in
Portal Integration Video / Vlogs
What we are usingWhat we are using What’s comingWhat’s coming Still to come …Still to come …
Status Updates Discussions Search Tags
Microblogging Forms generator Document collaboration Pick your blog
High-fidelity images (Xrays) Private conversations
Dr. and Attorney
Polls Surveys - External
Lobbies Surveys - Internal
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Work In Progress
CIO BlogCase StudiesCase StudiesThrive Lobby Affinity Groups Sustainability Body, Mind and Spirit
Orthopedic Journal ClubOrthopedic Journal ClubSocial Network Analysis
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Leadership is Critical
"We started with a solid understanding of how organizational "We started with a solid understanding of how organizational “I'm proud that Kaiser Permanente
decided early on to be leaders not“I'm proud that Kaiser Permanente decided early on to be leaders not communications should flow. This
was critical to sponsoring the strategy that ultimately yielded the user adoption and excitement we
communications should flow. This was critical to sponsoring the strategy that ultimately yielded the user adoption and excitement we
decided early on to be leaders, not laggers, in social media. From our media managers tweeting pitches; to launching Facebook fan page and a
decided early on to be leaders, not laggers, in social media. From our media managers tweeting pitches; to launching Facebook fan page and a user adoption and excitement we
were driving for."
"Kaiser Permanente's strong
user adoption and excitement we were driving for."
"Kaiser Permanente's strong
YouTube channel; to more than 8,000 KP employees embracing our new internal social media platform, KP IdeaBook before it was even
YouTube channel; to more than 8,000 KP employees embracing our new internal social media platform, KP IdeaBook before it was even executive support and commitment
to implementing innovative, best practices in patient care and communication made introducing
executive support and commitment to implementing innovative, best practices in patient care and communication made introducing
KP IdeaBook, before it was even promoted, we are cementing our position as innovators in this area.”
G f S
KP IdeaBook, before it was even promoted, we are cementing our position as innovators in this area.”
G f S communication made introducing new tools like Jive easy to adopt in our organization.“
C l Eb li SVP
communication made introducing new tools like Jive easy to adopt in our organization.“
C l Eb li SVP
Diane Gage-Lofgren, SVPBrand Strategy, Communications, and Public Relations
Diane Gage-Lofgren, SVPBrand Strategy, Communications, and Public Relations
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Carl Eberling, SVPBusiness InfrastructureCarl Eberling, SVPBusiness Infrastructure
Advice
Find the path of least resistance and let it happen Early adoptersy p Stated need
Stakeholder managementWho has your back?Who can stand in your way and how will you educate them?
Risk identification / mitigationRisk identification / mitigationAccept “good enough”IterateIterateListenIt is not about the technology
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t s ot about t e tec o ogy
User Success Stories
We were able to transition our monthly e-mail newsletter for the large community of marketers and communicators across Kaiser Permanentecommunity 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
traditional monthly newsletter.
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
knowledge sharing across regions.
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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
Alex J Easton Consulting Services, KPCO Strategic Planning
the exact same thing and you need at least 2 minds to leverage and create synergy
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Questions?