Hive strategies negativecommentsslideshare1

responding to negative comments in social media a guide for hospitalsHive StrategieS HelpS HoSpitalS engage patientS tHrougH Social media.

don’t let fearof negative commentshold you back

A survey found that onlytwo percentof social media comments arenegative.

Focus on therewards:social media pays big dividends.

For success,plAn important steps:Follow these AheAd.

adjust yourlistening attitude Welcome negative comments.

• shows your community you’re real• provides useful information• opportunity to share positive message

monitor theconversation

regulArly monitoryour social networks, blogsand the web for negativecomments.

don’tjump the gun

Ask three questions:1. Who is this person?2. is he asking for a response or just venting?3. Where should the response come from?

folloW theseeight rules of response

one:don’t delAyyour response.

tWo:respond on thesame channel first.

three:be honest.

four:use cAlm,relaxed words.

five:don’tget defensive.

six:Focus on Feelings;don’t debate facts.

seven:hAve conversAtions,not arguments.

eight:remember hipAA;say what you can.

avoid the urgeto purgedon’t deletenegative comments.

explain anydeletions.if you must delete a comment due tolanguage or hipAA violation, explain why.

invite aprivate meeting

real namesonly, pleaserequire commentersto register usingtheir own names.

payoff: stronger relationshipswith patients, their families, andyour community.

visit www.hivestrategies.comto download a detailed e-Book on this suBject

dan hinmon is principal at hive strategies, a Besides being a member of the social mediafirm devoted solely to helping hospitals engage health network, dan is also a contributor topatients through social media. hive strategies healthcare communication news.does not manage hospital social media efforts.instead, hive helps hospitals establish solid social Web: www.hivestrategies.commedia strategies and mentors them through Blog: www.hivestrategies.com/social-media-startup and implementation. strategy-blog/ twitter: @hivedandan has provided marketing, advertising and dan@hivestrategies.compublic relations services to hospitals, healthcare 503.472.5512plans and physician groups for nearly 25 years,including a stint as a hospital marketing director.

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Hive strategies negativecommentsslideshare1

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