1. Why engage service users and the public using social media?
Gary McGrow
Health Services Researcher,
Scottish Health Council

2. Why engage service users?
Good quality participation in health services can contribute to an improvement in person centeredness, safety, efficiency and effectiveness
Effective services must be designed with and for people and communities
Need to embed community participation in the design and delivery of services

3. Speed of take up of communications technology

4. ONS 2010/11 – Internet Access
77% households have internet access in UK, /3s in Scotland increasing to 3/4s via access elsewhere e.g. work/libraries/mobile
45% in UK connect via mobile phone (up from 23% 2009)
18% have never accessed internet (35% in 2006), rises to 39% for those with a disability
Generally, access increases with income and education and decreases with age
Source: Office of National Statistics

5. Internet/social media use by age (UK)

6. Time spent on social networking and blogging sites

8. Facebook for kids

9. Glow - World’s 1st online community for education

10. E-participation & engagement tools
Online tools which enables citizens/service users to feedback issues and engage with public services, such as:
Online forums/discussions/message boards
Online surveys/polls
E-petitions
Online focus groups
Webcasting
Online consultations

11. Benefits/challenges Benefits Challenges
Reach more people than traditional media
People can participate from own homes
Personal and informal way of engaging with the public and gives ownership
Challenges
Staff time to develop
Marketing strategy signposting to a portal or site
Corporate concerns – IT security, productivity, legal risks, reputation

12. Conclusions Social media is not a fad, it is here to stay
Ability to communicate, engage and target patients and public using these tools
Complements other participation methods does not replace them
Public sector use mainly in its infancy but will develop in the near future (especially via mobile devices)
Requires governance and management protocols

13. Any questions?