I’M ON FACEBOOK . NOW WHAT? Best Practices in social media Abby Lowe @AbbyLowe [email_address]
1. Get a policy
2. Tell someone
PPT for Managers* PPT for Employees* “ Cheat Sheet” for Managers* *I’d be happy to share these
Our cafeteria food totally sucks!
Guess what we removed from a patient today?!
3. Listen, Listen, Listen
#BMPR #HCSM #HCMKTG Twitter Users @Daily_Briefing @Doctor_V @LeeAase Twitter Hashtags Health 2.0 Healthcare Social Media Networkers #HCSM LinkedIn Groups
4. Create a strategy
Smarter Entertained Empowered Heard
Goals of involvement Become a national influencer Associate engagement Regional assistance/ customer service Goal support New content drives national influence Service quality Service quality, Business literacy, marketing value / service line promotion Measurement (Return on Engagement) Comments, RTs, mentions, discussions started, Twitter followers, FB fans, site traffic increases Interaction: comments, discussions started, site traffic increases Comments responded to, customer perception, business driven to profitable service lines featured, # of regional plans developed Tools and tactics Position CHRISTUS system as innovative. Create and share content from Innovations Institute (update Website), FTF II, Stehlin, as well as non-acute, retail, etc. Intranet/Facebook Q&A with Dr. Tom (submit questions via video, etc.)* Assist with larger SM strategy for regional marketing priorities. Help regions develop complete SM plans Guest posts on Royer blog* Identify HR/recruiting ideas, priorities, etc. and align. Consider CHRISTUS Alumni network* Demonstrate how to add SM to marketing plans to complement traditional media. Utilize social media tools (especially blog) to put a personal face on the CHRISTUS brand – especially useful in times of crisis Use internal tools like Sharepoint (Redesigned Academy Alumni site to encourage two-way communication a good example) Identify profitable service lines/marketing campaigns to feature on SM *Denotes new ideas/possibilities under consideration Promote all SM tools/presences in existing printed/online materials LinkedIn – Update CHRISTUS profile to include all locations, regularly update news tab, support HR in feeding discussion groups* Offer tactic suggestions: tweetups, Facebook group for NICU “grads” and/or affinity groups, etc.
5. Determine your voice
Suggestion box Expert Source Marc Monseau @JNJcomm 5 Types of Corporate Twitter accounts: Customer Service News gathering/ aggregating Special offers