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)
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)
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.