Presentation delivered as an introduction to Kaiser Permanente's work in social media at a "think tank" event. Panel did a deep dive into the value of social media.

1. Social Media: The Ultimate Word of Mouth Holly Potter, Vice President of Public Relations

3. Thrive Campaign: Imagine Health “ Mural” Kaiser Permanente YouTube Channel http://www.youtube.com/kaiserpermanenteorg

6. News and Features On Twitter: @KPNewsCenter @KPThrive @KPVivaBien Also: @KPColorado @KPNorthwest @KPHawaii @KPGANews

7. Blogs kp.org/history On Twitter: @KPHistory kp.org/farmersmarketrecipes On Twitter: @PrestonMaring

8. You Tube & Facebook facebook.com/kpthrive youtube.com/kaiserpermanenteorg

11. Responding: Service Recovery All of the above leads me to believe that Kaiser does not care one bit if I thrive or shrivel up and die. …, regardless of how many happy, shiny commercials they air on television. I … cannot believe that Kaiser not only saw my post, but decided to act upon it. I am extremely grateful that they chose to call…. I love things like this. They help to restore my faith in this world.

12. Participating

13. Pitching: Health Disparities

14. The Full Spectrum of Engagement

15. Thank You

16. Caring for Everyone: Internet 3

17. Caring for Everyone: Mobile 4