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Health Care Social Media Camp - Twitter Presentation


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This presentation was originally prepared and presented to the Quality Forum Conference in Vancouver, BC on March 7th, 2012. Thanks to helpful resources and other storytellers.

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Health Care Social Media Camp - Twitter Presentation

  1. 1. Be Helpful + Create Value
  2. 2. It’s new + It’s growing; Trust is in others • >50% of Canadians have an account on • 13% of online Americans use • 17% trust marketing and advertising • 84% trust recommendations from others like them Sources: (US) Feb. 2011 Pew Internet Research (US) Sept. 2011 AdAge Report 2011.
  3. 3. Nearly 100% of online users… Use email Use a web browser Use web search
  4. 4. Important Questions • Are you providing value through your website • Do you have positive testimonials? • Do you have a blog? • Does your organization respond to email? • If you don’t have a great product or service… • Social Media often comes last and should.
  5. 5.
  6. 6. Online Communication Channels CONFIDENTIAL Copyright © 2009 Constant Contact, Inc. 7
  7. 7. Build from common sense… • Be responsible • Follow the rules • Be transparent • Take Ownership • Respect your audience and colleagues Where did this come from…?
  8. 8. …and finish with the job at hand. • Add value • Protect the brand • Be accurate • Do not reveal secrets • Do not forget your day job Canada Post Social Media Employee Policy, 2011.
  9. 9. Answer the Social Telephone
  10. 10. Understand Language
  11. 11. Twitter language looks bad on Facebook. It looks worse on LinkedIn. Understand Different Ecosystems
  12. 12. Blockbuster ignored DVDs-by-mail. Netflix was allowed in and won.
  13. 13. Borders failed to adapt their business model Amazon took the cake
  14. 14. BEST PRACTICES The change is rapid… focus on quality content and relationships
  15. 15. Customer Service SERVICE
  18. 18. What can health care do? Examples, Successes & Best Practices
  19. 19. Friends and family have more influence than ever online, especially with the rise of online reviews and referrals.
  20. 20. Curate news & content relevant to your audience
  21. 21. CareZone gives caretakers a productivity tool to manage the people who depend on them 25
  22. 22. Connect Stakeholders
  23. 23. Mayo Clinic endorses an open policy, is responsive in the community 27
  24. 24. Mayo Clinic connects people with similar health concerns and experiences - Support 28 The Mayo Clinic Connect community posts blog articles multiple times daily. There are 66 discussion categories on the forum, and new topics are posted multiple times a day.
  25. 25. LiveTweetingSurgeryforEducation
  26. 26. Fitbit and Nike+ change the way people monitor their personal health - Preventative 30
  27. 27. Emergency assistance is possible. Traditional systems rule.
  28. 28. Cake Health helps people manage their healthcare and save money at the same time 32
  29. 29. Key Takeaways 1. Create Value 2. Be Helpful 3. Develop Relationships 4. Use Common Sense 5. 140 Health Care Uses for Twitter:
  30. 30. Questions Welcome This presentation is available for download and review anytime: Twitter: @kempedmonds Email: Special thanks to Ajay Puri