How to Moderate and Monitor your
Hospital’s Social Sites
2013 Health Care Social Media Summit (#MayoRagan)
Makala Johnson ...
Agenda – MCCSM – External

• 5 Moderation Principles
• Behind the Scenes: MCCSM Process
• 2 Monitoring Imperatives
5 Moderation Principles
1. Transparently
2. Engagingly
3. Quickly
4. Protectively
Protect…

Employees

Confidentiality

User Experience
5. Consistently
5 Moderation Principles

•
•
•
•
•

Transparently
Engagingly
Quickly
Protectively
Consistently
Behind the Scenes:
MCCSM Process
Social Media Management System

http://www.rfactr.com/blog/imag
es/stories/internal%20vs.
%20external%20%20corporate
%20so...
Social Media Management System
2 Monitoring Imperatives
1. Gather feedback.
Online Ideation Chat #POTF
2. Let data talk.
2 Monitoring Imperatives

• Gather feedback.
• Let data talk.
Questions?

• 5 Moderation Principles
• Behind the Scenes:
MCCSM Process

• 2 Monitoring Imperatives

Email: johnson.makal...
2013 Social Media Week - #MayoRagan
2013 Social Media Week - #MayoRagan
2013 Social Media Week - #MayoRagan
2013 Social Media Week - #MayoRagan
2013 Social Media Week - #MayoRagan
2013 Social Media Week - #MayoRagan
2013 Social Media Week - #MayoRagan
2013 Social Media Week - #MayoRagan
2013 Social Media Week - #MayoRagan
2013 Social Media Week - #MayoRagan
2013 Social Media Week - #MayoRagan
2013 Social Media Week - #MayoRagan
2013 Social Media Week - #MayoRagan
2013 Social Media Week - #MayoRagan
2013 Social Media Week - #MayoRagan
2013 Social Media Week - #MayoRagan
Upcoming SlideShare
Loading in …5
×

2013 Social Media Week - #MayoRagan

255
-1

Published on

How to Moderate and Monitor your Hospital's Social Sites

Published in: Social Media, Technology, Business
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
255
On Slideshare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
0
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide
  • {"16":"Can’t attack an individual \nCan’t disclose health info of another\nIssue? Direct offline. Repeat postings? Delete.\n","33":"# of likes / # of unlikes / # of posts (FB)\n","22":"Social Media Management System\nCoordinate, schedule, workflow, conversation history\nWe use Sprinklr but there are many others.\n","11":"Preparation/Playbook\n","28":"Radio show topics\nSMC stories\n","17":"Same responses across team. - Playbook\nUpdate team.\nClean handoffs.\n","23":"Inbox\n","12":"implication\n","29":"Listen and learn.\n","24":"Assigning / sending to another team member\n","13":"If comment is not posted live, tell viewers that.\nBut review shouldn’t take a week.\n","30":"Audience insights\n","8":"RT\nBe helpful – provide links to more info and contact info for patient affairs\n","25":"Audit Trail\n","14":"Stay attentive to current events. \nCancel insensitive prescheduled posts. \n","20":"Present the problem\n","26":"Scheduling posts\n","15":"Big one…different ways to look at it…\n","4":"Respectful negativity can stay.\nLegitmacy\n","10":"Proactive moderation in engaging manner\nHave plan with answer\n"}
  • 2013 Social Media Week - #MayoRagan

    1. 1. How to Moderate and Monitor your Hospital’s Social Sites 2013 Health Care Social Media Summit (#MayoRagan) Makala Johnson (@MakalaJohnson)
    2. 2. Agenda – MCCSM – External • 5 Moderation Principles • Behind the Scenes: MCCSM Process • 2 Monitoring Imperatives
    3. 3. 5 Moderation Principles
    4. 4. 1. Transparently
    5. 5. 2. Engagingly
    6. 6. 3. Quickly
    7. 7. 4. Protectively
    8. 8. Protect… Employees Confidentiality User Experience
    9. 9. 5. Consistently
    10. 10. 5 Moderation Principles • • • • • Transparently Engagingly Quickly Protectively Consistently
    11. 11. Behind the Scenes: MCCSM Process
    12. 12. Social Media Management System http://www.rfactr.com/blog/imag es/stories/internal%20vs. %20external%20%20corporate %20social%20media.jpg
    13. 13. Social Media Management System
    14. 14. 2 Monitoring Imperatives
    15. 15. 1. Gather feedback.
    16. 16. Online Ideation Chat #POTF
    17. 17. 2. Let data talk.
    18. 18. 2 Monitoring Imperatives • Gather feedback. • Let data talk.
    19. 19. Questions? • 5 Moderation Principles • Behind the Scenes: MCCSM Process • 2 Monitoring Imperatives Email: johnson.makala@mayo.edu Twitter: @MakalaJohnson

    ×