Communication in the Innovation System
(7460 Sp2019)

Communication

Culture of Innovation

Principle Integration
Sleep Hygiene Education for increased Workplace Success

Build Your Network Based on Principles

Social Network Communication

Coaching for Engagement

Social Networking

Social Network Analysis

Improvisation

Reflections and Integration

Final Presentation

Principle #1: Communication Tendencies

Principle #2: Culture of Innovation (Stakeholders)

Principle #3

Part One: Improvisation Lessons

Part Two: Managing Social Media

Principle #4: Diversity and Inclusivity

Principle #5: Relationship Management

Innovation Communication

Stability Communication

Norms

Values

Assumptions

Norms

Values

Assumptions

Transparency

People-first decisions

Failure as a learning tool

Open office layout

Innovation is rewarded

Closed leadership doors

Frequent face-to-face interactions

Resources for innovation

"What we have always done is working just fine"

Failure is not fatal

There is no benefit to failure

Probing, open-ended questions are how people communicate

Leadership is authoritative

Leadership is collaborative

Collaboration is prevalent

Profit-first decisions

Mission is profit-centric

People are paid for their contributions to the "bottom line"

Try-fail-learn is valuable so long as there is positive course correction

Communication that encourages people to innovate and provides resources (or at least provides communication about outside resources) will encourage people to make positive changes

"There is always a better way."

Collaboration is key in innovation

Being okay with the status-quo and believing that the "best way is the current way" is a sure-fire strategy for long term failure. Innovation ensures organizational sustainability.

Co-workers
(mostly millennials & Gen X)

E-mail

Jabber (instant messaging)

In-person

Formal communication that can be easily re-accessed for future reference

Informal communication designed to answer quick questions and be fluid. We have the ability to create groups to quickly collaborate/update each other for quick digestion of information

Quick reminders, patient pass-offs and urgent questions that need immediate response

Friends
(mostly millennials)

Patients
(Traditionalists -> Gen Z)

Instagram

Text Message

Shared links that might be of interest, a lot of one-way communcation

Face-to-face education/instruction

Written hand-outs

Demonstration

Facebook groups/GroupMe

Large group communication, planning events

Quick questions or updates that are one-on-one and very personal

Phone calls

The most effective and efficient (billable time with patients)

More effective with cognitively impaired patients

Easy reminder for patients regarding information presented in clinic. Good technique to increase compliance

Answering questions that cannot wait until next session (minor emergencies)

Patients

Principles at work in healthcare

Values

Artifacts

Excellence

Constant process improvement

Course correction after failure

Evidence-based practice

Patient-centered care

Patients are customers and they have a choice as to where they seek care. Their satisfaction ensures future success.

Outcomes must be optimal for maximum reimbursement

Patient satisfaction surveys

Values

Artifacts

Using internet based education pre-/post- encounter

Community based programs to promote prevention/rehospitalization

Interdisciplinary communication

Workplace that is conducive to collaboration

Communication about and easy access to resources

Transparency

Privacy

Of care

Of cost

Of options

Increased patient participation on governing committees

More private care space (single rooms)

Reduce cost without sacrificing quality

Prioritize patient satisfaction and outcomes, everything else comes second.

Key Themes

Assumptions

Assumptions

All patients will receive exceptional care

Equality in healthcare

Teamwork/communication optimizes care

Everyone is responsible to do a quality job

Innovation is a priority

Education of staff, patients and students is standardized and quality

Opportunities for improvement

Recognizing/congratulating accomplishments of others

Improve regularity of recognition, both formally and informally

BRAVO recognition and formal award nomination

Spread it equally, even to those who I don't always align

Criticizing myself

What did I do well and what can I do better tomorrow?

Strengths

Providing information to others

Engaging with others to create partnerships

Influencing the group

Critically analyze my performance MORE often

Forward thinking; communication-centric

Caution of over-sharing and complicating situations

Successful at linking compatible parties up

Synergy > individualistic energy

Consider myself an early adopter

Can also influence a group in a dramatic/negative direction without caution

Relational Support

Informational Support

Kevin Stahr, OTR/L, AT
Kevin.Stahr@osumc.edu
6148041564
Clinical expert

Martin Minrovic, PT, DPT
martin.minrovic@osumc.edu
6146854672
IT Clinical Applications & tech guru

Alicia Almond PT, DPT, NCS
alicia.almond@osumc.edu
4199575430
Clinic influencer and early adopter

Sue Fetherolf, MBA, OTR/L, BCPR
susan.fetherolf@osumc.edu
6146853034
Director of division and visionary

Carol P. Eskay, PT, MPT
Carol.Eskay@osumc.edu
614-366-1641
Clinic manager and historian

Mary Beth Moore, CTRS
mbmoore@columbus.gov
6146455648
Community outreach partner & go-getter

Management level

Influencers internal to the organization

Influencers external to the organization

Positive Aspects of Improvisation

There’s a culture of receptivity – ongoing growth and openness to ideas are important to the ongoing success.


Martins, E. C., & Terblanche, F. (2003). Building organisational culture that stimulates creativity and innovation. European journal of innovation management, 6(1), 64-74.

Great things/idea’s can merge in synchronous union - good ideas aren't always competing with each other, vying for attention. Social entrepreneurship is a great place to start.


Dees, J. G. (2017). 1 The Meaning of Social Entrepreneurship. In Case Studies in Social Entrepreneurship and Sustainability (pp. 34-42). Routledge.

Leaderless, non-hierarchical organization - groups don't always have to have a leader to be productive, just like a jazz group doesn't need a conductor to perform.


Askin & Petriglieeri (2016). Tony Hsieh at Zappos: Structure, Culture and Radical Change. HBR Case Study.

Alternating between leading and following – sometimes you must support someone else in unfolding their masterpiece – followership is a noble calling


Anicich, E. M., & Hirsh, J. B. (2017). Why being a middle manager is so exhausting. Harvard Business Review, 2-3.

Performing and learning simultaneously - interacting with and learning from others can be performed simultaneously. It takes emotional intelligence and an effort to adjust communication based on response.


Bradberry, T., & Greaves, J. (2009). Emotional Intelligence 2.0. TalentSmart.

Negative Aspects of Improvisation

There are no "take backs" - just apologize (if necessary) and move on with the performance.


https://www.fastcompany.com/3058596/how-to-gracefully-backpedal-when-youve-said-the-wrong-thing

The whole situation is right on the edge of total chaos – if one thing falls out of place, it can all spiral downwards


Burgelman, R. A., & Grove, A. S. (2007). Let chaos reign, then rein in chaos—repeatedly: Managing strategic dynamics for corporate longevity. Strategic management journal, 28(10), 965-979.

Potential for dislodging a group from a positive direction – set people off on a tangent


Wiemer, E. C., & Scacco, J. M. (2018). Disruptor-in-chief?. The Agenda Setting Journal, 2(2), 191-213.

Experts are often the best at improvising and it might discourage novices from communicating. The experienced individuals have to take on the burden of encouraging and developing the novice leader.


De Jong, J. P., & Den Hartog, D. N. (2007). How leaders influence employees' innovative behaviour. European Journal of innovation management, 10(1), 41-64.

Must “find the common denominator” or, the person with the least amount of experience is the limiting factor. Uneven distribution of information and knowledge can lead to disaster and inefficiency


Cramton, C. D. (2002). Finding common ground in dispersed collaboration. Organizational dynamics.

Effective way to reach a new generation - traditionally the older (and wiser) generation has demonstrated difficulty educating the younger generations. Social media provides a "mask" that information can be disseminated without discrimination based on it's origination.


Chou, W. Y. S., Hunt, Y. M., Beckjord, E. B., Moser, R. P., & Hesse, B. W. (2009). Social media use in the United States: implications for health communication. Journal of medical Internet research, 11(4).

Increases the potential for peer-to-peer interactions for support, especially when geographical barriers exist.


Eysenbach, G., Powell, J., Englesakis, M., Rizo, C., & Stern, A. (2004). Health related virtual communities and electronic support groups: systematic review of the effects of online peer to peer interactions. Bmj, 328(7449), 1166.

Fewer racial/ethnic and health status–related disparities exist today due to wide-spread access to the internet. People have access to information quicker than ever, and often at lower cost. It's important to promote reputable, fact-checked information and promote independent decision making in order to ensure quality care.


Attai, D. J., Cowher, M. S., Al-Hamadani, M., Schoger, J. M., Staley, A. C., & Landercasper, J. (2015). Twitter social media is an effective tool for breast cancer patient education and support: patient-reported outcomes by survey. Journal of medical Internet research, 17(7).

Social media can blur the lines of provider-patient relationships. It's important to maintain the same standards of interactions and avoid potential discrimination (or perception of) in healthcare delivery.


Antheunis, M. L., Tates, K., & Nieboer, T. E. (2013). Patients’ and health professionals’ use of social media in health care: motives, barriers and expectations. Patient education and counseling, 92(3), 426-431.

Provides a means of communication for providers with less knowledge to get diagnosis right the first time, especially in the rare diseases. Opens up an opportunity to expand our knowledge and provide information.


Walker, K. K. (2013). Rare disease-specific social media sites: An opportunity for collaboration. Journal of Communication in Healthcare, 6(1), 71-76.

Reasons to Sustain the Successful Relationship

Reasons to End the Unsuccessful Relationship

Working together to meet mutual goals - mutually beneficial relationship

The other is actively engaged in the relationship and encourages/energizes me to do the same

Taker - there will always be information exchange in a relationship, but when the relationship seems like a one-way-street and you're consistently getting less that you're putting in, it might be time to move on

Excuses - the other party in the relationship is too busy making excuses when they should be self-assessing and preparing for future successes

Strong tendency to give credit when credit is due (even if it's not to me)

Too much negative talk about themselves or others

Instills belief in others

Works at building a foundation of trust and creating connections

Steps to supporting diversity in communication

2) Ask about preferences - to support individuals that prefer different methods of communication we must first understand their preferences

1) When able, use multi-modal communication - for examples, sharing agenda prior to the meeting electronically and also having paper copies available immediately before the meeting.

3) Explain the reasons when multi-modal communication is not an options - "in an effort to be more green, I've attached the agenda for today meeting. Please respond to this e-mail if you have difficulty opening it and please feel free to print if you feel having a paper copy would be beneficial."

4) Incorporating appropriate use of social media as an adjunct form of communication - an example would be a closed Facebook group for information regarding happy hours or other happening (non-formal communication)

Invest in ideas and the people who have them; time and funding

Deliver clear expectations in inspiring ways

Set the bar high and hold people to consistent standards

Communicate that risk is necessary for progress

Embrace the struggle

Some stakeholders are naturally conservative or have a low threshold for risk. Coaching them that all progress comes with a dose of risk will give them permission to take on risk and potentially fail.

Many ideas get held back because of a lack of funding. Coaching investors as to how their investments will pay off long term is important. Also, investing doesn't always come in the form of money - investing time in your stakeholders is an important component of communication.

Expect great things in order to get great things. Communicating that expectations are high and quality work is expected will set your team up for success.

Inspired stakeholders will be more active in decision making - finding a way to encourage their inspiration can be difficult and requires knowing "what makes them tick." In this way, ensuring coaching strategies are personalized is important.

Key stakeholder: Buckeye Wellness Innovator network and Innovation Studio

Key Stakeholder: Carol Eskay - clinic manager

Key Stakeholder: Employees that will be participating in initiative ("the sleepers")

Support other members - "Don't Block"

Don't reject ideas - "Yes, and"

Take action/initiative

When you ask for feedback, actively listen and engage. Especially of key stakeholders who's support you need. Showing that your willing to participate in conversation is meaningful to others. (I need the support of my manager for this project so I have to be open to her ideas on how it is designed).

There are going to be awkward situations/encounters as you and your ideas grow - embrace them as learning opportunities and get better from being bad.

Don't wait around and wait for someone else. Step in and lead the conversation without being overpowering.

Work with them and coach them. (I need my team members to buy into the same ideas. Supporting them makes it more likely that they'll support me)

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Social Networking Tools selected

Rationale for tool(s) selected

Expected outcomes

Reach - how many people hear, either directly or indirectly, about our initiative?

Employee engagement - how many people express interest in our initiative?

Return rate - how many people return for repeat engagement with our initiative?

It's important to get the word out. Unless employees know that there is an initiative to help them improve their sleep, they can't take advantage of it!

Engagement and return rate are good metrics of whether we're getting our message across to those who hear about it. It also helps us identify individuals who are not interested and gives us an opportunity to request more information - ie. Why are you not interested and is there anything we can change in order to change your mind?

Ideally we're able to identify ways in which we are able to increase employee engagement and improve access to the program. Identifying barriers is an important component for growth.

Considering the project is employee-centric, how do we engage employees via social media without crossing the work-life boundaries?

**Utilize YP4H (employee health platform) for it's already developed social networking

LinkedIn might be a good platform considering it's work-centric focus

Dedicated employee health Facebook group

Set clear boundaries/rules

Make it a closed/invite-only group

Consider analyzing what percent of employees utilize LinkedIn and how often do they engage with it?

The fact that it's health-centric and the platform is well developed is a huge asset

How can we increase engagement with the platform through our initiative? Make it mutually-beneficial for the YP4H team.