title: Piloting social engagement on a federal agency-administered Facebook page.
abstract: To evaluate the impact of a Federal drug information center initiating engagement with stakeholders on a Facebook Page administered by a Federal Agency.
  
  
  
  The U.S. Food and Drug Administration (FDA) Facebook page from July 21, 2014, to October 18, 2014.
  
  
  
  FDA's Division of Drug Information (DDI) in the Center for Drug Evaluation and Research (CDER) Office of Communications serves as a federal drug information center providing timely, accurate, and useful information on CDER initiatives and CDER-regulated products. We report a 90-day (July 21 to October 18, 2014) pilot during which DDI pharmacists monitored and moderated comments received on FDA's Facebook page to identify those warranting a reply. Once identified, DDI pharmacists replied within 2 business days.
  
  
  
  Impact was measured by comparing the average number of Likes, Shares, and Reach for Facebook posts before and after the pilot. Additional metrics collected include the number of DDI replies provided to stakeholders' comments and the number of DDI replies provided on time (within 2 business days).
  
  
  
  During the pilot, DDI contributed 14 posts. On average, each post reached 23,582 more individuals (an increase of 187% compared with pre-pilot posts). On average, each post also received 463 more Likes (450% increase) and 130 more Shares (271% increase). DDI pharmacists replied to 3% (121/3994) and hid 0.58% (23/3994) of Facebook comments received during the 90-day period. All actions were taken within 2 business days.
  
  
  
  Initiating social engagement had a positive impact on FDA's Facebook page.
authors.forename: Kimberly
authors.initials: K
authors.lastname: Chiu
authors.forename: Lindsay
authors.initials: L
authors.lastname: Wagner
authors.forename: Lena
authors.initials: L
authors.lastname: Choe
authors.forename: Catherine
authors.initials: C
authors.lastname: Chew
authors.forename: Mary
authors.initials: M
authors.lastname: Kremzner
mesh_terms: D003142:Communication; D004346:Drug Information Services / Q000458:organization & administration*; D006801:Humans; D010595:Pharmacists; D010865:Pilot Projects; D061108:Social Media; D014481:United States; D014486:United States Food and Drug Administration / Q000458:organization & administration*