#CPHC Chat April 9, 2013 Elizabeth Traub, Raed Mansour, Joseph Ruiz, Elin Silveous Community Building

sandyhubbard Our #CPHC + carpool heath community has blossomed. We are looking to other online leaders to share how they grow + manage their communities. GailZahtz @reedmonseur Raed, I am fascinated by how your edu in policy, your work with neighborhood communities and now online all fits for you #CPHC Reedmonseur @GailZahtz I fell into it - definitely unplanned! #cphc

Girlfriendshub @lindner_sarah @GailZahtz Each of our founders work in around mentoring & coaching women, speaking and teaching,..taking that online. #CPHC Girlfriendshub A2. We planned for 8 months what we wanted to be & did not want to be. Relational, as if you showed up in one of our homes. #CPHC

Girlfriendshub @gailzahtz @NatriceR Inviting women to share their stories, through our community. Those who may never have opportunity otherwise. #CPHC

sandyhubbard Expand on Q1 - did idea for online/on the ground community come up first or did group evolve organially and you needed to manage it? #CPHC PrintMediaCentr A1: I didnt know I was creating a community until it became one, then I had to take care of it and help it grow #CPHC ElinSilveous A1. My entry into online health & building communities was researched, planned and strategic with clearly defined mission/goals. #CPHC BuildYourEMR @ElinSilveous what were your goals? #CPHC ElinSilveous Before launch, I did analyses of strengths/weaknesses/redabilitity/UI, etc. of the online health content/communities at the time, #CPHC MarkPitzele @ElinSilveous Where did you get the data? #CPHC ElinSilveous I logged onto all of the online services of the day: Genie, Delphi, AOL, Compuserve, Prodigy... @markpitzele #CPHC Sandyhubbard Q2. When you saw that your community was growing, whether you started it intentionally or not, how did you manage or encourage growth? #CPHC ElinSilveous Q2. By listening, responding and community member engagement. #CPHC SMSJOE A2 our focus isn't and hasn't been growth we strive to be relevant and hope the other stuff will take care of itself #cphc girlfriendshub @sandyhubbard A2. We decided we would let growth happen organically. We started 6 months ago and it's amazing how that happens. #CPHC

lindner_sarah How did you choose platform (facebook, G+, etc.)? What was learning curve like? #CPHC

CustomizedWalls As a community leader, fostering useful engagement and deadheading spam are full time jobs. #CPHC Sandyhubbard Q3. #CPHC draws people from all walks of healthcare - HC professionals, caregivers, patients. Do you deal with that in your community? How? SMSJOE A3 yes we try to choose a wide variety of topics and ask for input in an effort to make things more relevant #cphc ElinSilveous A3. From day one, I set out to build the community for health professionals AND healthcare consumers/patients (in 1992!) Ack! #CPHC sandyhubbard More Q3: Do you attract a wide cross section to your community? How do keep them all engaged/contributing? How keep content relevant? #CPHC GoldenWavesAdv T3 Sandy I participate in a couple of other communities. This one engages a better balance between patients and providers. #cphc Lttlewys A3: We have a huge and diverse community, we encourage conversations with differ viewpoints as learning not arguement #CPHC SmGirlFriends #SmGirlfriends and @DabneyPorte were chosen by @RickiLake to help her develop the #FriendsofRicki community. #CPHC GailZahtz @PrintMediaCentr So does every organization need a full time dedicated person for each outlet for community like linked in? #CPHC Pinkypulse Your participation gets you noticed and increases your following. Advocates like @PrintMediaCentr @sandyhubbard #CPHC

ElinSilveous 1. Don't build a silo from the beginning. RT @gailzahtz: @ElinSilveous @reedmonseur How Elin can communities break down silos? #CPHC GailZahtz @CustomizedWalls How do you deal with connectivity issues? I can't get online with G+ or others because of that #CPHC PrintMediaCentr @GailZahtz guidelines have to be set, monitored and respected, as well as members respecting members #CPHC GailZahtz @PrintMediaCentr Do you have guidelines written and shared somewhere? Maybe even a link? #CPHC PrintMediaCentr @GailZahtz they are posted in the group as "group rules" - each group can set their own #CPHC lttlewys Guidelines need to be adjusted for the platform and linked in so everyone can access, this helps members self govern #CPHC CustomizedWalls @PrintMediaCentr Yes! Community rules- here are ours: http://t.co/0wAZplqR8a #CPHC

PrintMediaCentr @GailZahtz My "rules" revolve around 1 thing: No Solicitations! The rest are where to put posts so main board doesn't become a mess #CPHC gingerconsult @printmediacentr Agreed. Having a mission and guidelines makes it very easy for everyone to participate in the community #CPHC CustomizedWalls Our community has Twitter lists for easy following of members, group Pinterest board, back links list to help each other. #CPHC Girlfriendshub @customizedwalls I love our lists and we are just now working on building our Pinterest presence. #CPHC

sandyhubbard As you reach across the spectrum of your community, silos are issue and I suppose cliques w/in the group form, too perhaps? #CPHC LAlupusLady @sandyhubbard yes but what should you do when the community separates and one starts to publicly bully the other? #CPHC sandyhubbard @LAlupusLady A good question - how does a leader handle bullying or other unbecoming or antisocial behavior in chats or communities? #CPHC LAlupusLady Everyone has their own way of coping with negativity, but if you are not "kind" Social Media Community Leadership isn't for you. #CPHC gingerconsult @sandyhubbard You have to be firm with the disruptors in any community. #CPHC @LAlupusLady GoldenWavesAdv @sandyhubbard Bullying best handled by asking them to reframe or clarify question immediately when in chat #cphc GailZahtz @gingerconsult @sandyhubbard @LAlupusLady How DO you deal with the disrupters? #CPHC gingerconsult @gailzahtz Privately talk about the issue. Usually the community will speak up as well and they will get the msg too #CPHC @sandyhubbard GoldenWavesAdv Also have dealt with bullies by private message. Never want to treat them the way they treat others. #cphc LAlupusLady When the bully goes public, how to do stay "kind" and not defend? @OhMyJet @gingerconsult @GailZahtz @sandyhubbard #CPHC GoldenWavesAdv @sandyhubbard Best behavior reinforced by modeling. Leaders are followed not because they demand but because they serve and lead #cphc charter4values @drseisenberg @gingerconsult @OhMyJet #CPHC Yes.If mission/values clear, can always use these if uncertain what's right in given situation. gingerconsult @lalupuslady Don't sink to their level. Bullies want attention, don't give it. @ohmyjet @gailzahtz @sandyhubbard #CPHC CustomizedWalls One of the best things abt G+ communities is you can ban people. Have not done this but have been tempted! ;) #CPHC charter4values @GailZahtz @LAlupusLady #CPHC Yes, if values defined & endorsed by community. Can refer to them; neutrally eject those who disrupt community reedmonseur @OhMyJet @LAlupusLady @DabneyPorte persistance & make sure to screen capture to email. They delete posts when fear the end is near! #cphc

GailZahtz @SMSJOE Yes! Trust and transparency must be at the core- how do we foster? #CPHC SMSJOE Live it, model it, celebrate it becomes norm RT @GailZahtz: @SMSJOE Yes! Trust and transparency must be at the core- how do we foster? #cphc SMSJOE @GailZahtz by being who you are, encouraging others authenticity & consistency take time but worth it #cphc LAlupusLady I find the key part is the "unity" in community, common goals and basic kindness. @GailZahtz #CPHC Together, we achieve much more. GailZahtz @LAlupusLady Sad how basic kindness is so lost. How do we communicate common goals best? #CPHC GoldenWavesAdv @GailZahtz Online mobile--anytime anywhere 24/7 -we discussed sunday night in #HCSM some need at 3am #cphc GailZahtz What builds unity, trust, and support? #CPHC sandyhubbard Q4. Do you use multiple platforms to communicate w/ community? Is there primary one? What works best for convos, chats, sharing info? #CPHC charter4values @CustomizedWalls @GailZahtz #CPHC So many platforms; many new to these. Make sense to use one most? What's best: FB, Google+, LinkedIn? Amy_Donohue A4: I use mostly Twitter and FB. You don't have to be everywhere! Be good at a few. #CPHC girlfriendshub @customizedwalls Yes. http://t.co/RMFgm4KYKP and a fanpage under the same name and Youtube. #CPHC SMSJOE A4 yes primary is Twitter but we use Facebook, G+ and Linked In too #cphc CustomizedWalls A4 Yes. We have G+ community board, weekly Video Hangout, twitter hashtag, pinterest board, and even IRL meet ups! #CPHC BuildYourEMR What is the allure of Pinterest in Healthcare? #CPHC girlfriendshub I think it's another resource to have your content streaming. RT @buildyouremr: What is the allure of Pinterest in Healthcare? #CPHC Amy_Donohue @BuildYourEMR I have a Pinterest board for kidney stuff. (I'm a donor.) It really built my community! #CPHC LAlupusLady i like the infographics and love the "distraction therapy" @BuildYourEMR #CPHC GailZahtz @LAlupusLady @BuildYourEMR How can infographics help? What is distraction theory? #CPHC girlfriendshub Pinterest has been great in driving traffic to our website. We even have a board with communities we love and support. #CPHC GailZahtz @charter4values @CustomizedWalls We will be using our site mostly, but it seems each platform has different attractions- discuss?? #CPHC CustomizedWalls Lets face it, Google owns the world. If you are going to have just one SoMe, G+ should be it! Increase rank while sharing content #CPHC

girlfriendshub When starting or managing a community it's important to know your audience and research the top 4 platforms to start with. #CPHC ElinSilveous The nature of health communities is growth and change. If people don't move on and new ones join, there may be a problem. @lalupuslady #CPHC Reedmonseur @GailZahtz Compassion, understanding & trust is what community really needs. Resources & assistance easily follows when above is met. #CPHC drseisenberg compassion is everyting RT @charter4values: @GoldenWavesAdv @GailZahtz #CPHC Agree! Its abt respect, values, etc. Treat others well. #CPHC Amy_Donohue Also, show some personality! People trust people! #CPHC lindner_sarah Show your human side. People can tell when you're being genuine. RT @Amy_Donohue: Also, show some personality! People trust people! #CPHC

Sandyhubbard Q6. What do you do when "rival" chats or communities pop up? What if they are intentionally trying to lure away your constituents? #CPHC Amy_Donohue A6: We're all in this together. Rivals don't matter. Focus on the community you have. #CPHC gingerconsult @sandyhubbard You can't control others, but make sure you provide your community with value - and the rivals fall away, IMO #CPHC GoldenWavesAdv (yes-often best ignore)MT @drseisenberg: RT @Amy_Donohue: A6: All in this together. Rivals dont matter.Focus> community you have. #cphc Reedmonseur @GailZahtz Community based orgs are funded by gov, larger nonprofits, volunteers, donations that work to solve problems locally. #CPHC GailZahtz @reedmonseur How can we learn from "locals helping locals" in line with the idea of communities of practice too- shared interest #CPHC Reedmonseur @Amy_Donohue Offline, this is a problem. CBO's for same community will fight each other for funding, media attention & collaboration. #cphc Amy_Donohue @reedmonseur Oh, I'm sure. I just started a non-profit. Fighting for funding isn't easy or fun! #CPHC reedmonseur Know thy community well. Case study ads for flu shot in Latino Communities featured blond haired, blue eyed baby not good! #CPHC PrintMediaCentr @GailZahtz 1 very important thing- You have to be ACTIVE in your own community. I participate as much as possible w/o being annoying #CPHC Amy_Donohue @GailZahtz Well, in Social Media, pay attention! That helps to show you're a leader. :) @gingerconsult @buildyouremr #CPHC Sandyhubbard Q7. How do you fund your efforts, if funding is needed? Do you solicit sponsors or member fees? Do you donate your own time? #CPHC sandyhubbard More about Q7. If you do solicit financial support, how do you go about it? Do donors expect something in return? What do they get? #CPHC

SMSJOE A7 all volunteer we don't require funding #cphc Gingerconsult A7: If you are going to ask for financial support there has to be a value add for the members. We just started this with #bealeader #CPHC drseisenberg The #7Cs of #Community = Caring | Communication | Compassion | Connection | Collaboration | Creativity | Content #CPHC ElinSilveous The C's I spoke about at conferences in 90's were slightly different, but ur C's capture essence. Context is important. @drseisenberg #CPHC ElinSilveous My C's are Caring, Compassion, Commitment, Content, Communications, Context, Commerce :) @lindner_sarah RT @drseisenberg #CPHC CustomizedWalls Be organized! As a community leader, people will look to you to make sure things run smoothly. It takes more effort than one thinks #CPHC ElinSilveous Yes, with every post, every article, every conversation your point of view of should shine through. #CPHC @LAlupusLady @GailZahtz Yes SMSJOE @GailZahtz the best way - one person at a time quality over quantity pursue depth the growth will follow #cphc reedmonseur @GailZahtz CBOs know their community inside and out & do not exclude anyone who wants to help. Be inclusive, do not discount anyone. #cphc

Amy_Donohue @GailZahtz Pay attention to SM manners, first of all. No cross-posting, respond to comments, etc. #CPHC @gingerconsult @buildyouremr gingerconsult @gailzahtz Listening more than talking in social media - you find out where the need for your community should be focused, IMO #CPHC gingerconsult Online communities should offer ways for members to participate - the goal is not be static but engaging - chats, hangouts, blogs #CPHC lttlewys @gailzahtz @ElinSilveous @SMSJOE Ask more questions, encourage honest conversation, credit other peoples idea in blog posts! #cphc Spafloating @GailZahtz @ElinSilveous @LAlupusLady #CPHC by being clear about motive, mission, and mindset. sandyhubbard Attracting high quality, authentic and hardworking people is both the challenge and the fun of building communities! #CPHC LAlupusLady embrace the individual but celebrate the community @GailZahtz @ElinSilveous #CPHC

SMSJOE @gingerconsult I agree multi platform engagement esp IRL bonds/connects helps the trust/collaborate factor #cphc reedmonseur COPs may have one up on CBOs - COPs are not limited by geography so reach can be deeper into other isolated communities. #cphc

GailZahtz @reedmonseur How can we know a community inside and out online versus some of the advantages of offline? #CPHC gingerconsult @smsjoe Take it from online to offline - there should be multiple ways to engage members. Agreed, Joe. #CPHC Amy_Donohue I'm reading a book by TOMS shoes founder. It's got a LOT of great information on creating a culture in a company/community. Read it! #CPHC ElinSilveous I don't think you build community. You build the foundation for a community(ies) and then foster and facilitate community building. #CPHC gingerconsult @gailzahtz I ask questions, I post up opportunities to participate, post up topics for discussion. Chats, etc. #CPHC

sandyhubbard Q8. Everyone contributes in communities, some more than others. How do you prevent Burn Out in yourself and your biggest helpers? #CPHC gingerconsult A8: Pace yourself - Rome wasn't built in a day and your community doesn't want to drink from a firehouse. Know the audience #CPHC Amy_Donohue A8 Delegate! Empowering others and revolving their roles keeps people fresh & gives them more experience in other aspects. #CPHC sandyhubbard A8. I know many of you personally. Managing your day job and managing your community can be a strain. Yet you all do it w/ such grace. #CPHC CustomizedWalls A8. In the end it has to be fun! #CPHC GoldenWavesAdv Q8 - prevent burnout by consistent effort, delegation, empowerment, rest, balance, occasionally sleep :-) #cphc SMSJOE A8 not sure you can participation will ebb & flow guard your own resources #cphc ElinSilveous Mainline coffee? (especially after a game like last night!) @sandyhubbard #CPHC Girlfriendshub A8. We have a formula that we have refined that makes it much easier to manage. #CPHC GoldenWavesAdv Q8 also by having boundaries #cphc

jgombita @sandyhubbard in all seriousness, if moderator of a chat lets me know how much my participation is valued, I'm more likely to choose. #CPHC LAlupusLady Community was not the goal, sharing my story and offering support to others was. The journey took over. @GailZahtz @ElinSilveous #CPHC GailZahtz So big question. How can people see the value of leading community and not as a "job" or "task"? @SMSJOE @CustomizedWalls @reemonseur #CPHC Amy_Donohue @GailZahtz If they're passionate about it, it's not a job. It's a part of their life. #CPHC @SMSJOE @CustomizedWalls @reemonseur GoldenWavesAdv @Amy_Donohue Even passion can run out of fuel... #cphc

Amy_Donohue @GailZahtz Give them more control. Shows trust & they aren't likely to break that trust. #CPHC @SMSJOE @CustomizedWalls @reemonseur LAlupusLady @GailZahtz @charter4values if you need a "mission statement" or an about me/us page, reflect your values upfront. Stay true to you. #CPHC ElinSilveous Mine was to build nation's most active, supportive online community for informed health care decision making.. @LAlupusLady @GailZahtz #CPHC ElinSilveous Continued... Empowerment, and People Helping People :) @LAlupusLady @GailZahtz #CPHC GailZahtz @Spafloating Carpool Health is to re-empower the trusted provider-patient relationships through information, community, resources #CPHC GailZahtz @ElinSilveous @lalupuslady If each of us shares our story- will communities develop around the power of a story? #CPHC gingerconsult @girlfriendshub Excellent. I started a 7 questions post questionnaire to highlight our members through blog postings. #CPHC GailZahtz @SMSJOE So in reverse- when we have so many passionate people, what do they need to feel successful in their community time? #CPHC Sandyhubbard Q9. What is ONE BIG THING you wish you knew going in? Any regrets or painful lessons in starting, growing or managing your community? #CPHC SMSJOE A9 focus on the depth on quality not quantity wish I would have learned sooner #cphc LAlupusLady A9 Be strong and kind, do not lose who you are online. @sandyhubbard #CPHC Reedmonseur A9: It's OK to make a mistake. Acknowledge it & make adjustments. Don't hide it because hard earned trust & reputation are at risk. #cphc Jgombita A9. People really, really don't want to be told (even if a gentle DM) when their online etiquette is questionable/objectionable. #CPHC GailZahtz @ElinSilveous How did you research the efficacy and impact of online health communities? Did you publish your findings? #CPHC ElinSilveous Partial results published in JAMA Commentary and numerous other places including Tom Ferguson's HealthOnline book @gailzahtz #CPHC #S4PM ElinSilveous JAMA 3-6-1996 #CPHC sandyhubbard LAST QUESTION: Q10. After discussion today, is there anything you learned/liked that you will go back to apply to your own community? #CPHC BuildYourEMR A10: More emphasis on LinkedIn and G+ #CPHC LAlupusLady A10 I will not allow the bullies to stop me from being kind. Whether they attack me or my community(ies) @sandyhubbard #CPHC

reedmonseur Love! RT @charter4values #CPHC Idea: have "values day" once/month w discussion about how comm doing on values. HelpPrintThrive Big hand for our #CPHC leader @GailZahtz - fastest brain in the midwest! reedmonseur Thank you @GailZahtz! Amazed by your passion. Inspiring to say the least! #CPHC