Social Media as a Tool for Consumer Engagement in Hospital Quality Improvement and Service Design: Barriers and Enablers for Implementation

2021 ◽  
Author(s):  
Louisa Walsh ◽  
Nerida Hyett ◽  
Jayne Howley ◽  
Nicole Juniper ◽  
Chi Li ◽  
...  
Keyword(s):  
Social Media ◽  
Quality Improvement ◽  
Service Providers ◽  
Service Design ◽  
Hospital Service ◽  
Structured Interviews ◽  
Consumer Engagement ◽  
Media Companies ◽  
Barriers And Enablers ◽  
Social Media Platforms

Background: Social media can be used to engage consumers in hospital service design and quality improvement (QI) activities, however its uptake may be limited by a lack of guidance to support implementation. This article presents the perceived barriers and enablers in using social media for consumer engagement derived from an interview study with public hospital stakeholders. Method: Semi-structured interviews with 26 Australian hospital service providers and consumer representatives. Data were analysed using a deductive content analysis method. Results: Data were collected between October 2019 and April 2020. Facebook was the platform most commonly used for consumer engagement activities. Barriers and enablers to social media-based consumer engagement were identified. The barrier themes were 1) fears and concerns; 2) lack of skills and resources for social media engagement; 3) lack of organisational processes and support; and 4) problems with social media platforms and the changing social media landscape. The enabler themes were: 1) hospitals facilitating access and use; 2) making discussions safe; 3) cultivating a social media community; and 4) building on success. Conclusion: Using social media to facilitate consumer engagement in hospital service design and QI activities is feasible and acceptable to service providers and consumers. Hospitals and their executives can create a supportive environment for social media-based engagement activities through developing clear governance systems and providing training and support to all users. Consumers need to be involved in co-designing social media-based activities and determining which forms of engagement are accessible and acceptable. For some consumers and service providers, barriers such as a lack of resources and distrust of social media companies might mean that social media-based engagement will be less acceptable for them. Because of this it is important that hospitals provide complementary methods of engagement (e.g., face-to-face) alongside social media-based methods.

The risks and benefits of using social media to engage consumers in service design and quality improvement in Australian public hospitals: findings from an interview study of key stakeholders

2021 ◽  
Vol 21 (1) ◽  
Author(s):  
Louisa Walsh ◽  
Nerida Hyett ◽  
Jayne Howley ◽  
Nicole Juniper ◽  
Chi Li ◽  
...  
Keyword(s):  
Social Media ◽  
Quality Improvement ◽  
Patient Experience ◽  
Public Hospital ◽  
Service Providers ◽  
Service Design ◽  
Public Hospitals ◽  
Hospital Service ◽  
Consumer Engagement ◽  
Risks And Benefits

Abstract Background Engaging consumers - patients, families, carers and community members who are current or potential service users - in the planning, design, delivery, and improvement of health services is a requirement of public hospital accreditation in Australia. There is evidence of social media being used for consumer engagement in hospitals internationally, but in Australia this use is uncommon and stakeholders’ experiences have not been investigated. The aim of the study was to explore the experiences and beliefs of key Australian public hospital stakeholders around using social media as a consumer engagement tool. This article focuses on the study findings relating to methods, risks, and benefits of social media use. Methods Semi-structured interviews were conducted with Australian public hospital stakeholders in consumer representative, consumer engagement/patient experience, communications or quality improvement roles. Qualitative data were analysed using a deductive content analysis method. An advisory committee of consumer and service provider stakeholders provided input into the design and conduct of this study. Results Twenty-six Australian public hospital service providers and consumers were interviewed. Participants described social media being used to: recruit consumers for service design and quality improvement activities; as an online space to conduct consultations or co-design; and, to gather feedback and patient experience data. The risks and benefits discussed by interview participants were grouped into five themes: 1) overcoming barriers to engagement, 2) consumer-initiated engagement; 3) breadth vs depth of engagement, 4) organisational transparency vs control and 5) users causing harm. Conclusions Social media can be used to facilitate consumer engagement in hospital service design and quality improvement. However, social media alone is unlikely to solve broader issues commonly experienced within health consumer engagement activities, such as tokenistic engagement methods, and lack of clear processes for integrating consumer and patient feedback into quality improvement activities.

Consumer engagement in online brand communities: a social media perspective

2015 ◽  
Vol 24 (1) ◽  
pp. 28-42 ◽  
Author(s):  
Laurence Dessart ◽  
Cleopatra Veloutsou ◽  
Anna Morgan-Thomas
Keyword(s):  
Social Media ◽  
Holistic Approach ◽  
Structured Interviews ◽  
Consumer Engagement ◽  
Content Type ◽  
Brand Communities ◽  
Online Brand Communities ◽  
Social Media Platforms ◽  
Online Brand Community ◽  
Conceptual Relationships

Purpose – This paper aims to delineate the meaning, conceptual boundaries and dimensions of consumer engagement within the context of online brand communities both in term of the engagement with the brand and the other members of the online brand communities. It also explores the relationships of consumer engagement with other concepts, suggesting antecedents of engagement. Design/methodology/approach – Data are collected through semi-structured interviews with 21 international online brand community members, covering a variety of brand categories and social media platforms. Findings – This paper suggests that individuals are engaging in online communities in social network platforms both with other individuals and with brands. The study also identifies three key engagement dimensions (cognition, affect and behaviours). Their meaning and sub-dimensions are investigated. The paper further suggests key drivers, one outcome and objects of consumer engagement in online brand communities. These findings are integrated in a conceptual framework. Research limitations/implications – Further research should aim at comparing consumer engagement on different social media and across brand categories, as this study takes a holistic approach and does not focus on any particular category of brands or social media. Consumers’ views should also be evaluated against and compared with marketing managers’ understanding of consumer engagement. Originality/value – This paper contributes to the fast-growing and fragmented consumer engagement literature by refining the understanding of its dimensions and situating it in a network of conceptual relationships. It focusses on online brand communities in rich social media contexts to tap into the core social and interactive characteristics of engagement.

scholarly journals The use of social media as a tool for stakeholder engagement in health service design and quality improvement: A scoping review. (Preprint)

2020 ◽  
Author(s):  
Louisa Walsh ◽  
Nerida Hyett ◽  
Nicole Juniper ◽  
Chi Li ◽  
Sophie Rodier ◽  
...  
Keyword(s):  
Social Media ◽  
Quality Improvement ◽  
Health Service ◽  
Scoping Review ◽  
Service Providers ◽  
Media Use ◽  
Service Design ◽  
Social Media Use ◽  
Communication Models ◽  
Design Activities

BACKGROUND Health-related social media use by health consumers and organisations is increasingly common but few health organisations have embraced its potential for engaging stakeholders in health service design and quality improvement (QI) activities. Social media has the potential to engage a broader range of stakeholders and could provide new ways to gather data to inform QI and design activities within health services. OBJECTIVE The objective of this scoping review is to examine and map the research on how social media is being used by health services, providers and consumers to contribute to service design or QI activities. METHODS Following the development of a protocol, the review was undertaken in line with the Joanna Briggs Institute methodology for scoping reviews. An advisory committee of stakeholders (including patients, carers and health providers) provided guidance and feedback throughout the review process. Inclusion criteria for the review were studies of any health service stakeholders, in any health service or health policy setting, where social media was used as a tool for communications which influenced or advocated for changes to health service design or delivery. A descriptive numerical summary of the communication models, user populations and QI activities was created from the included studies, and the findings were further synthesised using deductive qualitative content analysis. Features of social media use were mapped to identify a typology of uses. RESULTS 40 studies were included, with the majority from high income countries. A variety of user populations, including organisations, clinical and non-clinical service providers, young people, people with chronic illness/disability and First Nations people were involved in the health service design and QI activities. Twitter was the most commonly used social media platform for health service design and QI activities. Most activities were conducted using two-way communication models, and health organisations were most frequently responsible for hosting and managing the social media spaces. A typology of social media use in health service QI is presented and identifies nine major models of use. The typology demonstrates how different social media platforms and communication models can be used to engage different user populations in a variety of QI and design activities. CONCLUSIONS This review identifies the range of ways in which social media is being used as a tool to engage stakeholders in health QI and service design activities, with different models of use being appropriate for different types of activities, user populations and stages of the QI cycle. Diverse communication approaches are presented which create opportunities for innovation in designing and trialling new ways of engaging stakeholders in QI and health service design that were previously not available to health organisations, service providers and consumers. CLINICALTRIAL n/a

A market-based rationale for the privacy paradox

2021 ◽  
pp. 016344372110158
Author(s):  
Opeyemi Akanbi
Keyword(s):  
Social Media ◽  
Market Structures ◽  
Media Companies ◽  
The Social ◽  
Social Media Platforms ◽  
Privacy Paradox ◽  
The Individual ◽  
Privacy Risks ◽  
Social Collective

Moving beyond the current focus on the individual as the unit of analysis in the privacy paradox, this article examines the misalignment between privacy attitudes and online behaviors at the level of society as a collective. I draw on Facebook’s market performance to show how despite concerns about privacy, market structures drive user, advertiser and investor behaviors to continue to reward corporate owners of social media platforms. In this market-oriented analysis, I introduce the metaphor of elasticity to capture the responsiveness of demand for social media to the data (price) charged by social media companies. Overall, this article positions social media as inelastic, relative to privacy costs; highlights the role of the social collective in the privacy crises; and ultimately underscores the need for structural interventions in addressing privacy risks.

scholarly journals The use of social media as a tool for stakeholder engagement in health service design and quality improvement: A scoping review

2021 ◽  
Vol 7 ◽  
pp. 205520762199687
Author(s):  
Louisa Walsh ◽  
Nerida Hyett ◽  
Nicole Juniper ◽  
Chi Li ◽  
Sophie Rodier ◽  
...  
Keyword(s):  
Social Media ◽  
Quality Improvement ◽  
Health Service ◽  
First Nations ◽  
Scoping Review ◽  
Media Use ◽  
Qualitative Content Analysis ◽  
Service Design ◽  
Social Media Use ◽  
Communication Models

Background Health-related social media use is common but few health organisations have embraced its potential for engaging stakeholders in service design and quality improvement (QI). Social media may provide new ways to engage more diverse stakeholders and conduct health design and QI activities. Objective To map how social media is used by health services, providers and consumers to contribute to service design or QI activities. Methods The scoping review was undertaken using the Joanna Briggs Institute methodology. An advisory committee of stakeholders provided guidance throughout the review. Inclusion criteria were studies of any health service stakeholders, in any health setting, where social media was used as a tool for communications which influenced or advocated for changes to health service design or delivery. A descriptive numerical summary of the communication models, user populations and QI activities was created from the included studies, and the findings were further synthesised using deductive qualitative content analysis. Results 40 studies were included. User populations included organisations, clinical and non-clinical providers, young people, people with chronic illness/disability and First Nations people. Twitter was the most common platform for design and QI activities. Most activities were conducted using two-way communication models. A typology of social media use is presented, identifying nine major models of use. Conclusion This review identifies the ways in which social media is being used as a tool to engage stakeholders in health service design and QI, with different models of use appropriate for different activities, user populations and stages of the QI cycle.

scholarly journals Ontology Meter for Twitter Fake Accounts Detection

2021 ◽  
Vol 14 (1) ◽  
pp. 410-419
Author(s):  
Mohammed Jabardi ◽  
◽  
Asaad Hadi ◽  
Keyword(s):  
Social Media ◽  
Service Providers ◽  
Decision Rules ◽  
Application Programming Interface ◽  
Detection Accuracy ◽  
Online Fraud ◽  
Social Media Platforms ◽  
Consumer Data ◽  
Application Programming ◽  
And Control

One of the most popular social media platforms, Twitter is used by millions of people to share information, broadcast tweets, and follow other users. Twitter is an open application programming interface and thus vulnerable to attack from fake accounts, which are primarily created for advertisement and marketing, defamation of an individual, consumer data acquisition, increase fake blog or website traffic, share disinformation, online fraud, and control. Fake accounts are harmful to both users and service providers, and thus recognizing and filtering out such content on social media is essential. This study presents a new approach to detect fake Twitter accounts using ontology and Semantic Web Rule Language (SWRL) rules. SWRL rules-based reasoner is utilized under predefined rules to infer whether the profile is trust or fake. This approach achieves a high detection accuracy of 97%. Furthermore, ontology classifier is an interpretable model that offers straightforward and human-interpretable decision rules.

Impact of Social Media and Technology Companies on Digital Journalism

2019 ◽  
pp. 147-170
Author(s):  
Şükrü Oktay Kılıç ◽  
Zeynep Genel
Keyword(s):  
Social Media ◽  
News Media ◽  
Business Models ◽  
The Other ◽  
Media Companies ◽  
Digital Journalism ◽  
The World ◽  
Social Media Platforms ◽  
Media And Technology ◽  
The Impact

A handful of social media companies, with their shifting strategies to become hosts of all information available online, have significantly changed the news media landscape in recent years. Many news media companies across the world have gone through reorganizations in a bid to keep up with new storytelling techniques, technologies, and tools introduced by social media companies. With their non-transparent algorithms favoring particular content formats and lack of interest in developing solid business models for publishers, social media platforms, on the other hand, have attracted widespread criticism by many academics and media practitioners. This chapter aims at discussing the impact of social media on journalism with the help of digital research that provides an insight on what storytelling types with which three most-followed news outlets in Turkey gain the most engagement on Facebook.

Consumer Engagement in Social Media Platforms

2021 ◽  
pp. 480-501
Author(s):  
Hans Ruediger Kaufmann ◽  
Agapi Manarioti
Keyword(s):  
Social Media ◽  
New Media ◽  
Psychological Needs ◽  
Large Majority ◽  
Marketing Communication ◽  
Online Interaction ◽  
Consumer Engagement ◽  
Communication Framework ◽  
The Social ◽  
Social Media Platforms

If ‘to be social' is the sum of people's online interaction intentions, that can be monitored by marketers but not coerced, how can we make best use of these powerful new media? The answer lies in understanding the internal, psychological needs that are fulfilled by the social media and how they are demonstrated and testified by liking, sharing and engaging in general with specific pieces of content, while rejecting others. In this environment, marketers are called to develop a “brand as a person” strategy, in order for their brands to mingle and interact with consumers beyond the traditional marketing communication framework. In this chapter, we explore and discuss the strategic use of the social media as a concept that needs to be thoroughly understood but seemingly hasn't been yet by a large majority of marketers.

scholarly journals “It Got Likes, But I Don’t Think People Understood”: A Qualitative Study of Adolescent Experiences Discussing Type 1 Diabetes on Social Media

2020 ◽  
pp. 193229682096558
Author(s):  
Kristen Chalmers ◽  
Mia Smith ◽  
Megan Moreno ◽  
Faisal Malik
Keyword(s):  
Social Media ◽  
Type 1 Diabetes ◽  
Diabetes Management ◽  
Social Consequences ◽  
Structured Interviews ◽  
Daily Lives ◽  
Social Media Engagement ◽  
Social Media Platforms ◽  
Management Advice

Background: The majority of adolescents with type 1 diabetes (T1D) integrate social media engagement into their daily lives. The aim of this study was to explore adolescents’ experiences and perspectives discussing their T1D on social media. Methods: Semi-structured interviews with adolescents with T1D were conducted in person and via telephone. Questions focused on the participant’s experiences utilizing social media to discuss T1D and factors that informed the nature of T1D-related social media engagement. Open coding and thematic content analysis were used to identify emergent themes that aligned with accepted domains of social media affordances. Results: Participants included 35 adolescents with T1D. Adolescents’ experiences related to discussing T1D on social media aligned with four affordances of social media: identity, cognitive, emotional, and social. The identity affordances of social media platforms allowed adolescents to curate online personas that selectively included their diagnosis of T1D, while managing the potential negative emotional and social implications linked to the stigma of T1D. Adolescents who decided to discuss T1D on social media leveraged cognitive affordances by providing and receiving diabetes management advice, emotional affordances by obtaining affirmation from peers, and social affordances by extending their network to include other individuals with T1D. Conclusions: Adolescents with T1D flexibly leverage the affordances offered by social media to access emotional support, information, and identity affirmation resources while navigating stigma-based social consequences. Our findings highlight the value of developing tools to support adolescents with T1D in comfortably discussing and receiving appropriate support about T1D on social media.

scholarly journals The COVID-19 Mental Health Content Moderation Conundrum

2020 ◽  
Vol 6 (3) ◽  
pp. 205630512094818 ◽  
Author(s):  
Ysabel Gerrard
Keyword(s):  
Mental Health ◽  
Social Media ◽  
Safety Measures ◽  
Face To Face ◽  
Media Companies ◽  
Personal Connections ◽  
Social Media Platforms ◽  
Time Record ◽  
Media Society ◽  
The Uk

At the time of writing (mid-May 2020), mental health charities around the world have experienced an unprecedented surge in demand. At the same time, record-high numbers of people are turning to social media to maintain personal connections due to restrictions on physical movement. But organizations like the mental health charity Mind and even the UK Government have expressed concerns about the possible strain on mental health that may come from spending more time online during COVID-19. These concerns are unsurprising, as debates about the link between heavy social media use and mental illness raged long before the pandemic. But our newly heightened reliance on platforms to replace face-to-face communication has created even more pressure for social media companies to heighten their safety measures and protect their most vulnerable users. To develop and enact these changes, social media companies are reliant on their content moderation workforces, but the COVID-19 pandemic has presented them with two related conundrums: (1) recent changes to content moderation workforces means platforms are likely to be less safe than they were before the pandemic and (2) some of the policies designed to make social media platforms safer for people’s mental health are no longer possible to enforce. This Social Media + Society: 2K essay will address these two challenges in depth.

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