What You Need

going social:                        to Know to
                                     Launch a Social
      ...
1 communal, community,
              collective, group, general,
              popular, civil, public,
              socie...
noun
                   a discussion between
                   two or more people or
                   groups, esp. one ...
state of
 social
“Technology ... is about the capacity
of the Internet to permit
conversation on a scale far greater
than we have ever seen...
Who do you follow?


            Band                                                           44%




    Famous Person ...
Primary reasons U.S. Internet users
follow a brand on Twitter, 8/2009
                  Exclusive deals or offers         ...
14% of all Internet visits
in 2d week of March
2010 went to 2 sites —
Facebook (#1) & Google
(#2)


Source: Hitwise via Ma...
62
          unique users in the U.S.
          having Internet access on
          their mobile phones,
          12/2009...
39
          unique users in the U.S.
          accessing Google on their
          mobile phones, 12/2009


million   Sou...
400
million
          active Facebook users


          Source: Facebook via Website-Monitoring.com
50
     of active Facebook users
     log on to Facebook in any
     given day


%    Source: Facebook via Website-Monitor...
pieces of content (web




 5
          links, news stories, blog
          posts, notes, photos,
          videos) are sh...
130
friends
          number of friends of the
          average Facebook user


          Source: Facebook via Website-Mo...
4
        number of pages the
        average Facebook user
        becomes a “fan” of each
        month

pages   Source:...
13
         number of groups the
         average Facebook user is
         a member of


groups   Source: Facebook via We...
42
     of Facebook users in the
     U.S. who donated to Haiti
     relief through 1/1/2010


%    Source: Facebook & The...
600
          search queries per day
          handled by Twitter’s own
          search engine


million   Source: Twitte...
number of U.S. hospitals




660
            that use a total of 1,353
            social networking tools
            (bl...
strategy
“We understand and encourage
the use of social networking ... but
also understand and underscore
the risks.”

     — Price...
1. Listening
               2. Talking
               3. Energizing
groundswell:   4. Supporting
               5. Embraci...
Social Technographics Profile of online U.S. adults

                 Creators                    18%


                   ...
•   Tie to marketing goals
                •   Legitimacy
                •   Benefits v. risks
set strategy:   •   Become ...
voice &
audience
•   Tone
              •   Language
              •   Advice
your voice:   •   Frequency
              •   Linking
       ...
•   Know your audience
            •   Who are they?

    your    •   Where do they hang?
            •   What do they dis...
privacy
& confidentiality
“People should remember ... what
they post [online] is evidence.”

  — Kevin Underhill, Partner, Shook Hardy &
  Bacon, au...
privacy
             &
confidentiality:
1. HIPPA
                  2. Re-read #1


      privacy
             &
confidentiality:
1. HIPPA
                  2. Re-read #1


      privacy     •   Your employees
             &    •   Your physicians
confi...
the
crowd
channels:
channels:
•   It’s not in your control
                 •   The crowd rules
                 •   Lurk
crowd control:   •   Listen
  ...
technology
“It took all this time to convince
my IT department that I should be
able to access Facebook ... did
someone say ‘Big Brot...
•   It’s all external
              •   Who gets access
              •   Desktop v. mobile
technology:   •   Photos / vid...
get
started
•   Your natural workflow
               •   Treat as media relations
               •   Marketing & PR approval
get starte...
Source: Twitter, accessed 3/17/2010
Source: www.lifespan.org/news/press/twitter.htm accessed on 3/17/2010
measure
Source: Ad Land by
David T. Jones,
Adweek, 2/1/2010
accessed at
www.adweek.com/
adland/
“Twitter is about the people and
interactions, not follow count
numbers.”

  — Don Martelli, “Do Twitter Follower Counts
 ...
•   Listen!
           •   The “3Fs:” Fans, followers
               & favorites
measure:   •   Likes
           •   Posts...
what’s
next?
•   Demise of “traditional”
                  news
              •   Engagement
the future:   •   EMR
              •   Pa...
ask away &     Jim Rattray
                 VP of Marketing & Public Affairs
                 Southcoast Health System

ke...
Going Social: What You Need to Know to Launch a Social Media Strategy
Going Social: What You Need to Know to Launch a Social Media Strategy
Going Social: What You Need to Know to Launch a Social Media Strategy
Going Social: What You Need to Know to Launch a Social Media Strategy
Going Social: What You Need to Know to Launch a Social Media Strategy
Going Social: What You Need to Know to Launch a Social Media Strategy
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Going Social: What You Need to Know to Launch a Social Media Strategy

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Going Social: What You Need to Know to Launch a Social Media Strategy

Delivered May 25, 2010, at New England Society for Healthcare Communications Spring Symposium at Stoweflake Mountain Resort & Spa in Stowe, Vt.

Still haven’t jumped into the social media pool? It’s never too late — but make sure you start with a solid, sustainable strategy that will serve the needs of your institution and your community. This session will provide an overview of where social media stands in 2010, how it can be harnessed for your organization and where it fits in your marketing/PR mix. The session will include tips and guidance for developing and launching a social media strategy, including thinking through issues of privacy, confidentiality and technology, finding your institution’s voice and building a sustainable workflow.

Speaker:
Jim Rattray
Vice President of Marketing & Public Affairs
Southcoast Health System
New Bedford, Mass.

Links:
htto://www.southcoast.org/
http://twitter.com/SouthcoastHosp/
http://twitter.com/SouthcoastHosp
http://facebook.com/southcoasthospitals
http://youtube.com/users/SouthcoastHospitals
http://twitter.com/jimrattray
http://facebook.com/jimrattray

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  • Going Social: What You Need to Know to Launch a Social Media Strategy

    1. 1. What You Need going social: to Know to Launch a Social Media Strategy Jim Rattray NESHCo Spring Symposium VP of Marketing & Public Affairs May 25, 2010 Southcoast Health System twitter.com/jimrattray
    2. 2. 1 communal, community, collective, group, general, popular, civil, public, societal. ANTONYMS: social individual. 2 a social club: recreational, leisure, ˈsō sh əl entertainment, amusement. 3 a uniquely social adjective animal: gregarious, interactional; organized. Source: New Oxford American Dictionary, 2d edition, 2005
    3. 3. noun a discussion between two or more people or groups, esp. one directed toward exploration of a dialogue particular subject or resolution of a problem. ˈdīəˌläg; -ˌlôg verb take part in a conversation or discussion to resolve a problem. Source: New Oxford American Dictionary, 2d edition, 2005
    4. 4. state of social
    5. 5. “Technology ... is about the capacity of the Internet to permit conversation on a scale far greater than we have ever seen before.” — Richard Nash, Founder, Cursor (social publishing community) on Bob Edwards Weekend, Sirius XM Radio/PRI, 4/22/2010
    6. 6. Who do you follow? Band 44% Famous Person 40% Brand 35% Charity 33% Source: InSites Consulting, 12/2009 - 1/2010, accessed via Adweek, 4/12/2010, page 21
    7. 7. Primary reasons U.S. Internet users follow a brand on Twitter, 8/2009 Exclusive deals or offers 43.5% I am a current customer 23.5% Interesting or entertaining content 22.7% Other people I know are fans of the brand 6.3% Service, support or product news 3.5% Other 0.4% Source: Razorfish, “FEED: Digital Brand Experience Study,” 11/2009, accessed via www.emarketer.com on 3/27/2010
    8. 8. 14% of all Internet visits in 2d week of March 2010 went to 2 sites — Facebook (#1) & Google (#2) Source: Hitwise via Marketplace from American Public Radio, 3/17/2010
    9. 9. 62 unique users in the U.S. having Internet access on their mobile phones, 12/2009 million Source: The Nielsen Company
    10. 10. 39 unique users in the U.S. accessing Google on their mobile phones, 12/2009 million Source: The Nielsen Company
    11. 11. 400 million active Facebook users Source: Facebook via Website-Monitoring.com
    12. 12. 50 of active Facebook users log on to Facebook in any given day % Source: Facebook via Website-Monitoring.com
    13. 13. pieces of content (web 5 links, news stories, blog posts, notes, photos, videos) are shared on billion Facebook each week Source: Facebook via Website-Monitoring.com
    14. 14. 130 friends number of friends of the average Facebook user Source: Facebook via Website-Monitoring.com
    15. 15. 4 number of pages the average Facebook user becomes a “fan” of each month pages Source: Facebook via Website-Monitoring.com
    16. 16. 13 number of groups the average Facebook user is a member of groups Source: Facebook via Website-Monitoring.com
    17. 17. 42 of Facebook users in the U.S. who donated to Haiti relief through 1/1/2010 % Source: Facebook & The Nielsen Company
    18. 18. 600 search queries per day handled by Twitter’s own search engine million Source: Twitter via Chirp Conference, 2010
    19. 19. number of U.S. hospitals 660 that use a total of 1,353 social networking tools (blogs, Facebook, Twitter & YouTube) hospitals Source: Hospital Social Network List at www.ebennett.org/hsnl/ accessed 5/11/2010
    20. 20. strategy
    21. 21. “We understand and encourage the use of social networking ... but also understand and underscore the risks.” — Price Floyd, Principal Deputy Assistant Secretary of Defense for Public Affairs, on NPR’s “Talk of the Nation,” 9/22/2009
    22. 22. 1. Listening 2. Talking 3. Energizing groundswell: 4. Supporting 5. Embracing Source: “Groundswell: Winning in a World Transformed by Social Technologies” by Charlene Li & Josh Bernoff, 2008, Harvard Business Press, pages 68-69
    23. 23. Social Technographics Profile of online U.S. adults Creators 18% Critics 25% Collectors 12% Joiners 25% Spectators 48% Inactives 44% Source: Forrester Research’s North American Social Technographics Online Survey, Q2/2007, from “Groundswell: Winning in a World Transformed by Social Technologies” by Charlene Li & Josh Bernoff, 2008, Harvard Business Press, page 44
    24. 24. • Tie to marketing goals • Legitimacy • Benefits v. risks set strategy: • Become a social guru • Understand channels • Establish your voice • Know who’s talking • Know your audience • Set engagement level • Gauge comfort level
    25. 25. voice & audience
    26. 26. • Tone • Language • Advice your voice: • Frequency • Linking • Confidentiality • Sharing • Engagement • Commenting • Advocacy
    27. 27. • Know your audience • Who are they? your • Where do they hang? • What do they discuss? audience: • What do they want? • What motivates them? • What are their interests? • Why do they engage? • Criticism & negative comments
    28. 28. privacy & confidentiality
    29. 29. “People should remember ... what they post [online] is evidence.” — Kevin Underhill, Partner, Shook Hardy & Bacon, author of www.loweringthebar.net, on NPR’s “Science Friday,” 5/21/2010
    30. 30. privacy & confidentiality:
    31. 31. 1. HIPPA 2. Re-read #1 privacy & confidentiality:
    32. 32. 1. HIPPA 2. Re-read #1 privacy • Your employees & • Your physicians confidentiality: • “Free speech is my right” • Muzzle v. filter • Enforce existing policies re: e-mail, phone & privacy
    33. 33. the crowd
    34. 34. channels:
    35. 35. channels:
    36. 36. • It’s not in your control • The crowd rules • Lurk crowd control: • Listen • When to ignore • When to engage • When to use proxies • Stay on point • When to take down
    37. 37. technology
    38. 38. “It took all this time to convince my IT department that I should be able to access Facebook ... did someone say ‘Big Brother?’” — Email to Jim on 3/16/2010
    39. 39. • It’s all external • Who gets access • Desktop v. mobile technology: • Photos / videos / audio • Podcasting
    40. 40. get started
    41. 41. • Your natural workflow • Treat as media relations • Marketing & PR approval get started: • “Is this the right outlet to say this in?” • Channel oversight • Cross-pollenate • Embrace technologies • Understand linking!
    42. 42. Source: Twitter, accessed 3/17/2010
    43. 43. Source: www.lifespan.org/news/press/twitter.htm accessed on 3/17/2010
    44. 44. measure
    45. 45. Source: Ad Land by David T. Jones, Adweek, 2/1/2010 accessed at www.adweek.com/ adland/
    46. 46. “Twitter is about the people and interactions, not follow count numbers.” — Don Martelli, “Do Twitter Follower Counts Really Matter?” Technorati.com, 5/10/2010
    47. 47. • Listen! • The “3Fs:” Fans, followers & favorites measure: • Likes • Posts • Replies & retweets • Monitor the social web • Engagements • Interactions • “Real world”
    48. 48. what’s next?
    49. 49. • Demise of “traditional” news • Engagement the future: • EMR • Patient portals • Free v. paid • Mobile purchasing
    50. 50. ask away & Jim Rattray VP of Marketing & Public Affairs Southcoast Health System keep in touch: 508-961-5278 rattrayj@southcoast.org www.southcoast.org twitter.com/SouthcoastHosp facebook.com/southcoasthospitals youtube.com/users/SouthcoastHospitals twitter.com/jimrattray facebook.com/jimrattray

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