Connecting Though Social Media Channels

Background:

People who have questions about MS and related topics are increasingly searching for answers online, often outside of trusted sources. Research shows that these patients don’t always share what they found with their physicians, which means that patients are exposed to information that may or may not be reliable. 

Objectives:

As part of the National MS Society’s commitment to connect with people affected by MS how, where and when they want to connect, and to increase opportunities for people to come together online to learn, share, meet and move their lives forward, the Society has focused resources on facilitating connection via social media channels. In doing so, we ensure that we provide an online environment that is relevant to the needs of the MS community – one that provides information and resources to help people navigate the many challenges that MS creates.

Methods:

• Online MS Navigator: Expansion of Society information and referral services into online channels, including Facebook, LinkedIn and MSconnection.org. Community members submit questions to be answered by Society Information & Referral Specialists.
• MSconnection.org: Online community for all those who are part of the MS movement to make meaningful connections – to find information about the topics that are most important to them, share their experiences, connect with people they want to connect with, and have expert MS information and opinions right at their fingertips. MSconnection.org features include online support groups, live chats with MS experts, an online peer support program and more.
• MS Connection Blog: managed by Society staff, with content from several people affected by MS, the MS Connection blog highlights the varied experiences of people living with MS and those closest to them. It provides a channel for online community to connect with one another and decrease isolation through shared experience.

 Results:

• The needs and desires of the MS community are met – the Society remains a relevant, trusted source of MS-related information
• Decreased isolation, particularly for individuals with progressive forms of MS and in rural areas
• Better resource utilization – the community answers some questions on its own, Online MS Navigator answers to questions are public, creating fewer duplicate questions than responses via email or telephone
• Increased awareness of Society programs and services – we reach people who don’t know about our Information Resource Center, and those looking for an online connection mode 

Conclusions:

Expanding our programs and services online has allowed us to meet the needs and desires of people affected by MS, ensuring ease of access and connection wherever and however support is needed. In a world in which people are increasingly turning to the internet for support and information, it is imperative that we are present and engaged online so as not to remain a relevant and trusted partner.