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Best Uses of Social Media in Healthcare

Best Uses of Social Media in Healthcare



Best Uses of Social Media in Healthcare

Best Uses of Social Media in Healthcare
Dan Dunlop, Jennings



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    Best Uses of Social Media in Healthcare Best Uses of Social Media in Healthcare Presentation Transcript

    • Demystifying Social Media & Making It Relevant to Healthcare Dan Dunlop, President Jennings May 8, 2009
    • How I Got Started In Social Media: Fear of Becoming Irrelevant
    • Social Media Defined “The democratization of information, transforming people from content readers into content publishers.” Wikipedia “Social media contributes to informed choices by aggregating and making available to the interested individual the collective experience and resultant conversation.” Dave Evans, Social Media Marketing
    • Why is Social Media Important? 1. Marketing has been redefined 2. Moving from professional story tellers to conversation managers and facilitators 3. Marketing is now a dialogue, not a monologue 4. Engagement is what we’re after 5. Today, being absent from social media is conspicuous 6. The conversations are happening with or without us 7. The quality of info being shared is suspect, so we have an obligation to get involved
    • Social Media has its Detractors • Andrew Keen - “The Anti-Christ of Silicon Valley” • “The Cult of the Amateur” • Distrusts the wisdom of the crowd • The demise of the expert • The Great Seduction: http://andrewkeen.typepad.com
    • My Sister Kerry • Essiac Tea - Alternative treatment for cancer • Lots of chatter on cancer patient online communities • National Cancer Institute studies showed that it actually promotes tumor growth
    • Online Communities & Patient Resources • PatientsLikeMe.com • Medhelp.org • DailyStrength.org • Organizedwisdom.com • Everydayhealth.com • Revolutionhealth.com • ACOR.org (OncoChat.org) - Online cancer support community
    • Why is Social Media Important? Think of this perspective: • She (your patient or a family member) may have a blog • Or, she may have 1,200 friends on Facebook
    • Google Alerts
    • Hive Marketing • Providing a gathering place for active supporters of your brand • Then activating them so they can go forth and tell your story • Brand evangelists • In this era of citizen journalism, brand advocates are more credible (to some) than professional marketers
    • Question: How can you be expected to monitor these conversations and manage your institution’s brand if you are blocked from these sites? Today, your reputation lives online. Discussion?
    • Write a Social Media Marketing Plan
    • http://www.wordpress.com
    • http://www.ning.com
    • Hospitals Adopting Social Media • For examples of hospitals using social media, go to http://ebennett.org/hsnl/ • Maintained by Ed Bennett of the University of Maryland Health System
    • Tufts Medical Center vs. BCBS
    • Tufts Medical Center vs. BCBS
    • Tufts Medical Center vs. BCBS
    • Tufts Medical Center vs. BCBS
    • Tufts Medical Center vs. BCBS
    • Tufts Medical Center vs. BCBS
    • Tufts Medical Center vs. BCBS
    • Tufts Medical Center vs. BCBS
    • Tufts Medical Center vs. BCBS
    • Tufts Medical Center vs. BCBS
    • www.YouTube.com http://www.youtube.com/user/mayoclinic
    • ICYou.com & Flip Video http://www.icyou.com/channel/dan-dunlops-channel
    • www.facebook.com http://www.facebook.com/home.php#/group.php?gid=20088101947
    • LMC & The State Newspaper Mobilizing Brand Advocates
    • Lexington Medical Center Blog • Great internal communications tool • On average 200 employees visit each day • Beneficial external communications tool • Allows us to tell the LMC story without media filters
    • Lexington Medical Center Blog
    • Lexington Medical Center Blog
    • Seven Blessing and Seven Sins of Social Media
    • Seven Blessings 1. Search engine marketing & rankings 2. Hive Marketing - Activating brand advocates 3. Engage grateful patients and employees 4. Communication without media filters 5. Crisis communications expeditor 6. Quick publicity for physicians and service lines 7. Low cost communications tools
    • Seven Sins 1. Failing to have a strategy before you start 2. Fear - A loss of control; sudden transparency 3. Cowardice - Panic in the C-Suite 4. Requires vigilance and responsiveness 5. Sloth - Social media requires time commitment 6. Free speech isn’t always pretty; someone is always looking to be negative 7. Gluttony - Too much, too fast (temperance is better)
    • “Only Really Young People Use Social Media. Right?”
    • Who Uses Social Media? • Nielsen 2009 Social Media Survey – Two thirds of the World’s Internet population now visit online communities – Account for 10% of all Internet time – Time spent on social media sites growing at three times the rate of overall Internet growth – People 35 to 49 are Facebook’s fastest growing audience – In the last year, Facebook has added twice as many 50-60 year old visitors (14 million) as it has 18 year olds. – One third of Facebook’s audience is 35-49
    • “What if Someone Says Something Bad?” • They’re going to speak out whether you provide a forum or not • Wouldn’t you rather know what’s being said and have a chance to address it? • Most likely, five people will jump in and say something good; very democratic • Difference between a brand detractor and an unhappy customer; you can win back an unhappy customer
    • “It Will Take Too Much Time” • A partial truth • Be strategic in your use of social media • Repurpose content: – Website – Blog – Facebook
    • “It’s Too Complicated and Only for Tech-Savvy People” • If I can do it, anyone can do it • Start by getting involved • Join Facebook if you’re not already there • Get a feel for social media • Start a blog but don’t make it public; live with it for a while
    • Online PR Tools • PRLog • LinkedIn • EPR-Network • Pitch Engine • Flickr - Photo sharing http://www.flickr.com/photos/3 2512493@N03/
    • Next Steps & Homework
    • Read a Book About Social Media • Groundswell, Charlene Li & Josh Bernoff • Join the Conversation, Joseph Jaffe • Social Media is a Cocktail Party, Jim Tobin and Lisa Braziel • PR 2.0, Deirdre Breakenridge • The New Rules of Marketing & PR, David Meerman Scott
    • Homework • Write a social media marketing strategic brief for your hospital; keep it to two pages • Start following a blog regularly • Join Facebook & LinkedIn • Join my Healthcare Marketing Community at http://healthcaremarketing.ning.com • Share an article, whitepaper or book about social media with your executive team
    • Contact Information • Dan Dunlop, President • Jennings • Blogs: – http://thehealthcaremarketer.wordpress.com – http://healthcaremarketing.ning.com • Website: www.jenningsco.com • Email: Ddunlop@jenningsco.com • Phone: 919-929-0225