The document discusses culturally appropriate marketing strategies for engaging diverse populations, particularly highlighting the Hispanic community as a rapidly growing segment in the U.S. It emphasizes the importance of understanding target audiences' motivations, leveraging social media, and adapting marketing materials for different cultural contexts. The document also highlights the significance of language access and community visibility for organizations like the San Francisco Health Plan in addressing health disparities.

1. Culturally Appropriate Marketing Communications: Tips and lessons learned from the trenches

2. Chanin Ballance, CEO & Founder viaLanguage Who the heck are we? Janet Johnson, Pond Scum KC Distance Learning Scott Paro, Marketing Manager San Francisco Health Plan

3. Agenda Introductions Building your brand across cultures How to gage if your campaign is hitting the mark? And integrating social media. Trends in web - cultural adaptation, copy creation, transcreation and translation Closing - Q & A

4. Today’s environment Hispanics are the largest ethnic group in the U.S. Fastest growing segment Median age: 25.9 years 3.9 members / household Source: U.S. Census Bureau Report, June 2005 White 239.9 Hispanic 41.3 African American 39.2 American/Alaskan Indian 4.4 Asian 14

5. The Evolving Market Percentage Resident Population by race/ethnicity, U.S. 1950-2000 Source: National Center for Health Statistics (2002)

6. Projected Percentage Resident Population by race/ethnicity, U.S. 2010-2070 Source: U.S. Bureau of the Census: (NP-T5) Projections of the Resident

7. The Government Weighs In... Executive Order 13166: Requires Federal agencies to examine services provided, identify need for services to those with limited English proficiency, and develop and implement a system to provide meaningful access California SB853: Requires all California health plans offer language access Canada and the EU have similar examples

8. It’s not just the law, it’s the time…

9. And healthcare is the right space… Obesity, diabetes, stroke and cancer are among the conditions that plague Hispanics , African Americans , Native Americans and Asian Americans . As those groups grow -- minorities will make up nearly 50 percent of the U.S. population in the coming years -- so will the associated costs of health disparities. -- National Center on Minority Health and Health Disparities

10. Brand loyalty leads to word of mouth across generations Source : Global Insights, “Snapshots of the US Hispanic Market,” Q1 2003

11. 47% of Hispanics are broadband and mobile web users versus 17% of whites.

12. SFHP Marketing Goals We identify our target audiences and determine what motivates them to seek coverage. We determine what drives the decision for choosing a plan. We impact the point at which a choice is made. We determine why members drop coverage and implement strategies that encourage retention.

13. The SFHP Advertising Program Newspaper / Periodicals Bonuses to print advertising are free banner ads, exposure at sponsored events, editorials, and media coverage. Publication Language Circulation Ad Frequency Sing Tao Daily Chinese 152K daily 2x mo SF Examiner English 750K wk 2x wk China Press Chinese 273K wk 2x wk El Mensajero Spanish 112K wk 1x wk Western Edition English 40K mo 1x mo SF Bayview English 20K mo 1x mo El Tecaloté Spanish 10K mo 2x mo

14. The SFHP Advertising Program

15. The SFHP Advertising Program

16. The SFHP Advertising Program Transit / Outdoor We choose bus lines to reach targeted neighborhoods. All bus shelter ads are language appropriate for the neighborhood where they are visible. Season Method Language Circulation Fall Bus exterior, Interior, shelters English/Chinese/ Spanish 90% entire SF market Spring Bus exterior, Interior, shelters English/Chinese/ Spanish 90% entire SF market

17. The SFHP Advertising Program How is it working? SFHP averages 200+ direct referrals per month through advertising 7-8% of all SFHP appointments were referred by advertising Referral source captured in visitor tracking form at time of appointment Membership Impacts Medi-Cal Market Share: SFHP (75%) Anthem Blue Cross (25%) Healthy Families Market Share: SFHP (70%) Kaiser Permanente (13%) Health Net (11%) Blue Shield (6%) Additional Factors As the community health plan, SFHP must remain visible in the communities we serve. SFHP must compete with more heavily-branded “competitors” such as Blue Cross (MC) and Health Net (HF)

18. Maslow’s Hierarchy was wrong Social connection is more foundational to our well- being than food, water or shelter Emotions are the primary shapers of our experience and trust

19. Social media is not about tools and technology…

20. Social media is human interaction, social connections Remember the “Latino Model” of communications?

21. You might be surprised to know… Largest age group on Twitter in Feb. 2009 was 35-49 Comprising almost 42% percent of the site’s audience Fastest growing population on Facebook: age 55 and older

22. And it’s about showing up in search results

23. Start small, but start, please… “ A common part of the consumer’s health experience is to face a health challenge, Google it, spend 20 minutes getting totally overwhelmed, and then do what they did in the 1980s: Call a friend and work through their offline social networks.” - Jude O’Rielley

24. Understand how people search: Google Insights

25. Watch what people search as health outbreaks occur

26. Know how your area searches: swine flu vs. H1N1

27. Explore other languages: la gripe porcina…

28. Explore your city…

29. Find influencers: know Twitter advanced search

30. Know your local influencers

31. Cross-check and influence your influencers

32. People pay attention and amplify messages

33. And then speak their language - literally, figuratively

34. Before you go too far afield Before you go into the social web, get your website in order. What are you communicating? To whom? Why? Are key pages and downloads available in multiple languages on your site? Are your physicians accessible? Are there photos of them on your staff pages? Can you link to their blog? Papers they’ve published? News about them?

35. Website Trends: Building a community What do you need to do to show you invest and support your community?

36. Cultural Adaptation: San Mateo Shape Down transcreated for Health Plan of San Mateo’s Latino Members Mary Had a Little Lamb and On Top of Old Smokey adapted for Latino readers Word puzzles recreated for Spanish

37. Translation, Localization, Transcreation

38. Machine Translation – Only a Gist Original Sentence BabelFish InTrans FreeTranslation.com ¿Cómo se llama? How is it called? How do you call you? How yourself call-up? Estudio la lección después de la cena. Study the lesson after the supper I study it lesson after it dines Study the lesson after the supper Er importiert Kunstgegenstände und andere Dinge aus Deutschland. He imports art articles and other things from Germany. He [importiert ] [Kunstgegenstände] and the thing outfield Germany. It imports art objects and other things from Germany.

39. Let’s surf! United Healthcare, St. Jude… others Separate website and URL for five minority groups http:// www.unitedhclatino.com / Bienvenidos a Soluciones de Salud para Latinos de UnitedHealthcare La fundación United Health está expandiendo su apoyo a estudiantes Hispano/Latinos que se dedican a carreras de salud y demuestran un

40. Facebook Example

41. Facebook Examples

42. Resources Smub for link sharing: http://www.smub.it Technorati – a blog search engine with great research: http://www.technorati.com Google Insights – to see exactly what people are searching for in your industry: http://www.google.com/insights/search/# Twitter Advanced Search – for extremely powerful information from Twitter: http://search.twitter.com/advanced

43. Questions from the Audience? www.viaLanguage.com Blog: SpeakingHealthcare.com twitter.com/viaLanguage Facebook.com/viaLanguage [email_address] Thank you for attending our webinar! Visit viaLanguage at: