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“ How Facebook Saved My Son’s life” Source: Slate.com July 13, 2011 http://www.slate.com/id/2297933/
Health Values Social Media Values Risk averse Risk taking Information from authoritative sources Network Reputation Privacy and security regulated Anyone can publish anything Data tightly controlled Information freely distributed Tight intellectual property Use licenses with few restrictions
Service Recovery: Crouse Hospital July 26, 2011 2:27 pm Patient posts complaint on Twitter about ER wait time. 3:31 pm Patient posts compliment . 2:30 pm Crouse Hospital Staffer gets notification on smart phone, starts response process. 2:45 to 3:15 pm Bob Allen, VP of Communications goes down to the ER, finds the patient and resolves the issue 3:57 pm Crouse closes the loop with patient on Twitter
300 participants from Fitfor50 participated in 8k fundraising event
Public Relations: Children’s Hospital “ When our nurses are stressed or discouraged they go to our Facebook page and read the 100’s of positive comments from former patients.” - Matt Cyr, Dir. of Patient and Family Communications
Edward Bennett Director Web / Communications Technologies University of Maryland Medical System Phone: 410-328-0771 Email: firstname.lastname@example.org / email@example.com Web: umm.edu - ebennett.org Twitter: @edbennett Presentation, Resources and Discussion http://ebennett.org/aha