MHSCN Presentation on Mayo Clinic Social Media

Social Media in Health Care: A Mayo Clinic Progress Update MHSCN Lee Aase Manager, Syndication and Social Media Mayo Clinic July 23, 2009

Agenda • Updating a Previous MHSCN Presentation • The MacGyver Mindset • Examining the Toolbox • Health Care Penetration & Examples • Mayo Clinic’s Experience • Case Study 2

About Lee Aase - @LeeAase • B.S. Political Science • 14 years in politics and government at local, state, national levels • Mayo Clinic since April 2000 • Media relations consultant • Manager since 2004 • Media Relations/Research Comm • Syndication and Social Media 3

The power of Facebook... • Evelyn’s existence • Videos from Grand Rapids 4

Disclaimers • These results not typical • Use as directed • Read and follow label directions • Side effects may include vertigo, watery eyes, crackberry thumb and iPhone application addiction • Social media tools are an essential part of a balanced communications diet • If insufficient media coverage persists, consult your communications doctor • Your mileage may vary 5

The Most Important Word (and Book Recommendation) in Web 2.0 6

Star Tribune Values and The Changing Media Landscape • 1998 $1.2 Billion • 2006: $530 Million • Today: Bankruptcy 7

The MacGyver Mindset 9

Overview of FREE Tools • Blogs • Podcasts • RSS • Social Networks • Wikis • YouTube • Twitter • Updates: Slideshare, uStream, Skype 10

Intro to Blogs • Just an easy-to-publish Web site that allows comments • Blogs in Plain English - Lee LeFever 11

RSS = Really Simple Syndication • Lets you easily track dozens of blogs or other Web sites without surfing • Truly opt-in “email” • RSS “baked in” to IE 7, Safari • Google Reader a free Web option 12

Podcasts • TiVo for Audio (and now video) • Don’t need an iPod to use • Series of segments to which you can subscribe via RSS • iTunes free for PC or Mac • Create your own FREE podcast (listed in iTunes) through SMUG 13

Social Networking Sites 14

Wikis • Collaborative editing tools • Wikipedia the most famous • 2.9 million articles in English • Definitive stories quickly on • 35W Bridge Collapse • Virginia Tech shooting 15

YouTube • World’s second largest search engine • Google bought for $1.65 Billion • “The world has voted, and we want to watch videos on YouTube.” - Andy Sernovitz, Blog Council 17

Other Important Platforms • Slideshare.net: YouTube for PowerPoint and Keynote • uStream.tv: Your own global television channel • Skype: Audio and Videoconferencing • Mix and Match 19

Twitter Case Study #1: Listening 22

Ensuing Conversation 23

Twitter Case Study #2: “Tweetup” in Baltimore Me: Are you based in Baltimore? Me: I’m going to be there Tuesday for this conference. (asae.center.or/hcc) on a panel RU available late pm? Me: I’m flying out Tues at 6:45 p.m. Any avail in the later afternoon? I think my panel is done about 2:30 24

Twitter Case Study #3: Journalist Interactions 25

Hospitals Using Social Media (via @EdBennett) 27

Growth of YouTube vs. Twitter 28

Mayo Clinic’s Social Media Experience 34

Mayo Clinic’s Origin http://tinyurl.com/32xbjx

Sources of Information Influencing Preference for Mayo Clinic Word of mouth 84 Stories in the media 57 MD recommendation 44 Advertising 27 2006 Study Internet/Websites 26 Personal experience 24 Mailings to home 18 0 20 40 60 80 100 36

Mayo Clinic Medical Edge News Media Syndications 37

Mayo Clinic Social Media Progression • Reach people directly • Started with Medical Edge • Produce economically to fit medium • Provide platforms for sharing • Create outposts on popular sites • Energize word of mouth • Leverage social media with mass media and vice versa • Sharing Mayo Clinic 38

First Foray in New Media • Existing Medical Edge radio mp3s • Launched Sept. ‘05; Downloads up 8,217 percent Oct. vs. Aug.

Step 2: More, Longer Podcasts 40

Total Cost for Mayo Clinic Facebook, YouTube and Twitter $0.00 45

Key Tool: Flip Video Camera* • Affordable for all campuses (and you) • Recording interviews (with tripod) improves existing processes • Authenticity without writer’s cramp • Provides potential blog resources • Audio of full interview • Video excerpts • Limited group of video editors to ease adoption, ensure quality 46

Cost for a Standard Definition Flip Video Camera $150.00 HD available for an additional $80 47

HD: Worth the Investment 48

podcasts.mayoclinic.org 49

newsblog.mayoclinic.org 50

Next Step: Launched 1/22/2009 Sharing Mayo Clinic • Gathering global Mayo community • Patients telling their stories • Employee bloggers recruited from throughout organization • Video profiles of patients/staff • Hub to integrate Mayo social media • Interactive companion to print edition • sharing.mayoclinic.org 51

sharing.mayoclinic.org 52

Benefits of Comment Threads • Patient stories most popular on .org • Outlet for grateful patients who want to tell their stories • Prompts patients to think about sharing stories • Alerts us to great stories we may want to feature in publications, Medical Edge, media pitches 53

Where Sharing Mayo Clinic Fits • News Blog - Breaking research news; “Hard” news - Like U.S News, Time • Podcast Blog - Evergreen “news you can use” - Like Prevention • Sharing Mayo Clinic - Features; behind the scenes at Mayo Clinic, and stories from patients in their own words - Like People 54

Other Blogs... • Health Policy Center Blog • Physician Update Blog - For referring MDs but not limited to them • Diversity in Education Blog • Advancing the Science - Medical science blog - our medical version of Scientific American 55

Yearly Cost for a Customized Blog $75.00 56

Old-Style Online Newsroom vs. MacGyver Online Newsroom • Web 1.0 Online Newsroom • Typically purchased from a Vendor • Costly - up to $10,000 + monthly fee • Password-Protected Access • MacGyver Online Newsroom • DIY • $45/year or $0.12/day • Open to customers/patients/links 57

Overcoming Objections • “But what about the cost in staff time to maintain all of these social media platforms? They’re not really free!” • AT&T free phone service in 1969 • Pitney Bowes free fax machines and supplies in 1989 • YouTube, Facebook and Twitter free in 2009 58

Sharing Some Stories... 59

Affirming our Employees Dear staff, This 4 minute video actually made me tear up…the patients mentioning our Judd Sessions, classes and pamphlets…in relation to their satisfaction with their care. How wonderful to hear. The patient/family testimonials reminded me how we are making a difference through patient education in the lives of our patients/families. 61

Two Case Studies of Mainstream Media Facilitated by Social Media • Wall Street Journal Health Blog • Pitched via Facebook • Previewed on News Blog • Embedded from YouTube • CBS Radio Network • Flip audio downloaded from news blog made national network air 62

Don’t (just) pitch the media. Be the media. 63

Enhancing Distribution of Patient-Generated Content • Alerted to interesting video of elderly couple playing piano in Gonda atrium • Embedded in Sharing Mayo Clinic, posted to Facebook, Tweeted on 4/7/09 • Video had been seen 1,005 times in six preceding months since upload 64

The next day... 65

Six days later... 66

April 22 67

Sunday, May 3 68

May 4 71

Cinco de Mayo 72

May 6 73

Thursday, May 7 74

May 10 75

May 11 77

May 12 78

A sampling of the comments... 79

May 15 80

Early Morning May 26 81

May 26, 2009: Live in Studio Good Morning America 82

May 28, 2009 83

Results to Date • More than 4 million views on YouTube • Before posting to Sharing Mayo Clinic: 1,000 views in six months • After posting, Facebooking and Tweeting: 5,000 views per hour 84

Lessons • Your mileage may vary, but... • You’ll go a lot farther if you get a car. 85

Summary • Twitter, Facebook, YouTube: $0 • Sharing Mayo Clinic blog: $75 • Bringing joy to the world through music: Priceless 86

Immense Potential • Marketing we couldn’t buy • 500,000 annual unique patients, 50,000 employees as ambassadors • More efficient care delivery • Patient support groups • Chronic disease management • Workplace Collaboration • Free versions let you prove concept, gauge readiness 87

“Your kids aren’t smarter than you are. They’re just not afraid to look dumb.” 88

Six Personal Steps to Explore • Establish a permanent personal email • Get profiles in Facebook, LinkedIn • Get a Twitter account • Get a Flip camera (or iPhone 3GS?) • Create a personal YouTube account • Start a personal Blog 89

Four Starter Steps for Institutions • Claim your organization’s Twitter “handle” • Create a Facebook “fan” page • Create a YouTube channel • For Extra Credit: If you have organizational commitment, create a multi-author blog 90

http://www.territoriocreativo.es	321
http://etc.territoriocreativo.es	167
http://social-media-university-global.org	22
http://www.slideshare.net	19
http://www.wandacomunicacion.es	13
http://comegra.blogspot.com	11
http://translate.googleusercontent.com	2
http://comegra.blogspot.mx	2
http://comegra.blogspot.it	2
http://www.comegra.blogspot.com	1

MHSCN Presentation on Mayo Clinic Social Media

by Lee Aase on Jul 23, 2009

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MHSCN Presentation on Mayo Clinic Social Media — Presentation Transcript