Online reviews and ratings are increasingly important for consumers choosing healthcare providers, with 71% planning to use them and negative reviews causing 32% of consumers to avoid a physician. Maintaining positive reviews is important, as consumers dismiss reviews older than a year and having at least 5 reviews lends more legitimacy. Transparency of quality performance data on websites will also impact consumer choice of future healthcare.
Using the voice of the child in measuring outcomes and managing performanceResearch in Practice
The voice of children, young people and their families provide one of the best ways to measure are we providing the right services, right place, right time and expecting the right outcomes?
This session explores ways to “turn up the volume”, listen and learn as part of our performance management.
Digital marketing strategic of pt. eiger multi produk (eiger) analysisMahfud Achyar
Digital marketing is marketing that makes use of electronic devices (computers) such as personal computers, smartphones, cellphones, tablets and game consoles to engage with stakeholders. Digital marketing applies technologies or platforms such as websites, e-mail, apps (classic and mobile) and social networks. Social Media Marketing is a component of digital marketing. Many organisations use a combination of traditional and digital marketing channels.
Using the voice of the child in measuring outcomes and managing performanceResearch in Practice
The voice of children, young people and their families provide one of the best ways to measure are we providing the right services, right place, right time and expecting the right outcomes?
This session explores ways to “turn up the volume”, listen and learn as part of our performance management.
Digital marketing strategic of pt. eiger multi produk (eiger) analysisMahfud Achyar
Digital marketing is marketing that makes use of electronic devices (computers) such as personal computers, smartphones, cellphones, tablets and game consoles to engage with stakeholders. Digital marketing applies technologies or platforms such as websites, e-mail, apps (classic and mobile) and social networks. Social Media Marketing is a component of digital marketing. Many organisations use a combination of traditional and digital marketing channels.
Getting Strategic with Digital - Analytics and Digital StrategynForm User Experience
Tim Schneider is the Director of Digital Analytics at the University of Alberta. He presented his insights on Analytics and Digital Strategy at the Getting Strategic with Digital conference.
Strategic Digital Marketing with Nottingham Trent University and ImpressionLaura Hampton
Laura Hampton of Impression explains how to use strategic digital marketing techniques to help businesses grow online. Presented as part of a series of workshops for Nottingham Trent University.
Marketer's Guide To Building A Strategic MindsetAyesha Ambreen
Strategic is not just another buzzword. It is the name of a process. The process of knowing, analyzing and proposing a course of action that helps counter a situation or let individual or business achieve a goal.
Strategic Marketers are those who have the spark to learn, to analyze and address customer needs and demands. Strategic thinking helps marketers to understand their target audience and business better in order to build campaigns that maximize business's potential.
Here are some simple strategies that are sure to built more consumer-centric and strategic mindsets.
My opinion of what digital strategy entails, our responsibilities beyond the work and within the agency, and the skills we must equip ourselves with.
A Solid Digital Strategist; A rare breed, so just grow your own.
Queen’s University Belfast - Digital Governance Framework
Overview of the Digital Governance Framework and Change Management framework a - the basis of our distributed content & centralised support model
Framework developed on themes by Lisa Welchman @lwelchman Kristina Podnar @kpodnar presented at Digital Governance Masterclass: Digital Governance by Design presented by ActiveStandards, London - Tuesday, April 28, 2015 at GRAND CONNAUGHT ROOMS, London, UK
Building digital capability in the libraryJames Clay
Slides from James' keynote at LILAC 16.
Effective use of digital technology by university and college staff is vital in providing a compelling student experience and in realising a good return on investment in digital technology.
Jisc has created a digital capability framework that has six core elements that allows staff and institutions to map the skills required by different roles.
James Clay, project manager at Jisc, will explore the history and background to the building digital capability project and the importance of staff within libraries understanding their own digital capability and, as well as supporting and building the digital capabilities of others.
The keynote will showcase how Jisc working with stakeholders and sector bodies, aim to provide clear guidance over what digital skills are required, and equip leaders and staff with the tools and resources they need to improve digital capability at a local and institutional level.
It will provide a library lens on the digital capability framework and possible next steps for staff wanting to build digital information literacy as well as the other elements of digital capability.
CHIEF ALGORITHMS OFFICER ROLEROLE GOES BEYOND DATA & ANA.docxmccormicknadine86
CHIEF ALGORITHMS OFFICER ROLE
ROLE GOES BEYOND DATA & ANALYTICS CRUNCHING TO THE “JOB TO
BE DONE” INSIGHTS TO ACTION
INTEGRATED WORKFLOW MACHINE LEARNING “FEEDS” A
RECOMMENDATION TO THE STYLIST “PERSONAL
TOUCH” SELECTION STYLIST
PRACTICES AT THE TOP OF THEIR “LICENSE”
• ERAS I – III
• ERA IV
• ERA V
• ERA VI
• THINGS
•
•
•
•
KNOWLEDGE
•
•
•
•
•
•
Competitive Force IT Influence on Competitive Force
Threat of New Entrants Can be lowered if there are barriers to entry.
Sometimes IT can be used to create barriers to
entry
Bargaining Power of
Buyers
Can be high if it’s easy to switch. Switching
costs are increased by giving buyers things they
value in exchange such as lower costs, effort, or
time; or useful information
Bargaining Power of
Suppliers
Strongest when there are few firms to choose
from, quality of inputs is crucial, or the volume
of purchases is insignificant to the supplier
Threat of Substitute
Products
Depends on buyers’ willingness to substitute &
the level of switching costs buyer’s face
Industrial Competitors Rivalry is high when it is expensive to leave an
industry, the industry’s growth rate is declining,
or products have lost differentiation
•
•
• PRIMARY ACTIVITIES
• SUPPORT ACTIVITIES
•
• LOWERING THE COST
• ADDING VALUE
WILLING TO PAY MORE
•
LINKING
•
UNDERSTANDING
HOW INFORMATION IS USED
•
RARE & VALUABLE RESOURCES
DIFFICULT TO TRANSFER OR RELATIVELY
IMMOBILE
•
NOT TOO DIFFICULT OR
EXPENSIVE
SAVE THE FIRM IF
DISRUPTION MEASURES FAIL
AINING REQUIRES TOO MUCH EFFORT
DISRUPTION CAN HAVE A HUGE PAYOFF
Value Creation (Low / Moderate / High) Value Sustainability (Easy / Moderate / Difficult)
Resource / Attribute Value Rarity Imitation Substitution Transfer
IT Asset
Repository Explain Explain Explain Explain Explain
Solution
s Explain Explain Explain Explain Explain
Infrastructure Explain Explain Explain Explain Explain
IT Capability
Relationship
(External)
Explain Explain Explain Explain Explain
Relationship
(Spanning)
Explain Explain Explain Explain Explain
Managerial Explain Explain Explain Explain Explain
Technical Explain Explain Explain Explain Explain
• AWAKENING A SLEEPING GIANT
• DEMONSTRATING BAD TIMING
• IMPLEMENTING IT POORLY
• FAILING TO DELIVER WHAT USERS WANT
• RUNNING AFOUL OF THE LAW
Co-creating IT & Business Strategy – The General Manager / IT Manager Dilemma
Are you in the business of IT because IT’s so much in the business?
Bottom Line
Variable Description
Organizational variables
Decision rights Authority to initiate, approve, implement & control decisions necessary to plan & run the business
Business processes Ordered tasks to complete key business objectives
Formal reporting relationships Structure set up to coordinate organizational units
Informal networks Mechanism, such as ad hoc groups, to coordinate & transfer information outside formal reporting relationships
Control variables ...
Job Search Survival Kit -- How To Deal With The Layoff Hurt And Learn From It --Anthony Hines
This is my most important presentation because it helps to build you back up so that you are able to be strong during the process and really thrive when you gain your next opportunity.
The following is a presenation that discusses possible ways to handle people at work who are just plain nasty to be around. Hopefully these tips will help you out if you are dealing with this in the workplace.
Who Am I….I am a hardworking guy who, like many others, found himself out of work during the economic downturn in 2010. After a long battle of wrong turns, job search strategies that led to no where, and dead end leads, I decided to take a more strategic approach to my job search. Like anything else in life, I needed to treat my search like a full-time job and create a plan that would allow me to stand out above the competition. This came in especially handy as I was in transition again in 2017. Basically, I just used the tips that I have shared with others and was out of work a total of ZERO days. Yes, I got a job offer the day after my last day at my previous job. Let me show you how I did it so you too can have a quicker landing than you would have had without my tips.
Why Am I Sharing What Helped Me…because I quickly realized that to handle an event like that is to focus on what you can control and share the experience to help others. I believe that an experience not shared is a lost opportunity in life, and that smart people learn from their mistakes and smarter people learn from other people’s experiences. Plus, I told myself that once I figured this out I would share it with others so that they too could navigate the world of unemployment. In these chapters, I show you how I did it so that you will have the confidence to make it through the process. I hope that this presentation helps you to get your next great job.
#career #job_search #job_opportunity_tips #unemployment #motivation #attitude #depression #Job_search_survival #confidence #interviewing #networking #resume #recruiting #hiring_manager #work #transition
Job Shadowing Analysis
Job Shadowing Essay
Job Shadowing Letter
My Job Shadowing Career
Job Shadowing
Example Of Job Shadowing
How Did My Job Shadowing Affect My Career Choice
Job Shadowing Essay
Job Shadowing Reflection
Job Shadowing Reflection
Reflection Paper On Job Shadowing
Essay On Job Shadow
Example Of Job Shadow
Job Shadowing: Case Study
Job Shadowing In Radiography
My Job Shadowing Career
Job Shadowing Essay
Essay On Job Shadowing
Job Shadowing Experience
Essay On Job Shadowing
Getting Strategic with Digital - Analytics and Digital StrategynForm User Experience
Tim Schneider is the Director of Digital Analytics at the University of Alberta. He presented his insights on Analytics and Digital Strategy at the Getting Strategic with Digital conference.
Strategic Digital Marketing with Nottingham Trent University and ImpressionLaura Hampton
Laura Hampton of Impression explains how to use strategic digital marketing techniques to help businesses grow online. Presented as part of a series of workshops for Nottingham Trent University.
Marketer's Guide To Building A Strategic MindsetAyesha Ambreen
Strategic is not just another buzzword. It is the name of a process. The process of knowing, analyzing and proposing a course of action that helps counter a situation or let individual or business achieve a goal.
Strategic Marketers are those who have the spark to learn, to analyze and address customer needs and demands. Strategic thinking helps marketers to understand their target audience and business better in order to build campaigns that maximize business's potential.
Here are some simple strategies that are sure to built more consumer-centric and strategic mindsets.
My opinion of what digital strategy entails, our responsibilities beyond the work and within the agency, and the skills we must equip ourselves with.
A Solid Digital Strategist; A rare breed, so just grow your own.
Queen’s University Belfast - Digital Governance Framework
Overview of the Digital Governance Framework and Change Management framework a - the basis of our distributed content & centralised support model
Framework developed on themes by Lisa Welchman @lwelchman Kristina Podnar @kpodnar presented at Digital Governance Masterclass: Digital Governance by Design presented by ActiveStandards, London - Tuesday, April 28, 2015 at GRAND CONNAUGHT ROOMS, London, UK
Building digital capability in the libraryJames Clay
Slides from James' keynote at LILAC 16.
Effective use of digital technology by university and college staff is vital in providing a compelling student experience and in realising a good return on investment in digital technology.
Jisc has created a digital capability framework that has six core elements that allows staff and institutions to map the skills required by different roles.
James Clay, project manager at Jisc, will explore the history and background to the building digital capability project and the importance of staff within libraries understanding their own digital capability and, as well as supporting and building the digital capabilities of others.
The keynote will showcase how Jisc working with stakeholders and sector bodies, aim to provide clear guidance over what digital skills are required, and equip leaders and staff with the tools and resources they need to improve digital capability at a local and institutional level.
It will provide a library lens on the digital capability framework and possible next steps for staff wanting to build digital information literacy as well as the other elements of digital capability.
CHIEF ALGORITHMS OFFICER ROLEROLE GOES BEYOND DATA & ANA.docxmccormicknadine86
CHIEF ALGORITHMS OFFICER ROLE
ROLE GOES BEYOND DATA & ANALYTICS CRUNCHING TO THE “JOB TO
BE DONE” INSIGHTS TO ACTION
INTEGRATED WORKFLOW MACHINE LEARNING “FEEDS” A
RECOMMENDATION TO THE STYLIST “PERSONAL
TOUCH” SELECTION STYLIST
PRACTICES AT THE TOP OF THEIR “LICENSE”
• ERAS I – III
• ERA IV
• ERA V
• ERA VI
• THINGS
•
•
•
•
KNOWLEDGE
•
•
•
•
•
•
Competitive Force IT Influence on Competitive Force
Threat of New Entrants Can be lowered if there are barriers to entry.
Sometimes IT can be used to create barriers to
entry
Bargaining Power of
Buyers
Can be high if it’s easy to switch. Switching
costs are increased by giving buyers things they
value in exchange such as lower costs, effort, or
time; or useful information
Bargaining Power of
Suppliers
Strongest when there are few firms to choose
from, quality of inputs is crucial, or the volume
of purchases is insignificant to the supplier
Threat of Substitute
Products
Depends on buyers’ willingness to substitute &
the level of switching costs buyer’s face
Industrial Competitors Rivalry is high when it is expensive to leave an
industry, the industry’s growth rate is declining,
or products have lost differentiation
•
•
• PRIMARY ACTIVITIES
• SUPPORT ACTIVITIES
•
• LOWERING THE COST
• ADDING VALUE
WILLING TO PAY MORE
•
LINKING
•
UNDERSTANDING
HOW INFORMATION IS USED
•
RARE & VALUABLE RESOURCES
DIFFICULT TO TRANSFER OR RELATIVELY
IMMOBILE
•
NOT TOO DIFFICULT OR
EXPENSIVE
SAVE THE FIRM IF
DISRUPTION MEASURES FAIL
AINING REQUIRES TOO MUCH EFFORT
DISRUPTION CAN HAVE A HUGE PAYOFF
Value Creation (Low / Moderate / High) Value Sustainability (Easy / Moderate / Difficult)
Resource / Attribute Value Rarity Imitation Substitution Transfer
IT Asset
Repository Explain Explain Explain Explain Explain
Solution
s Explain Explain Explain Explain Explain
Infrastructure Explain Explain Explain Explain Explain
IT Capability
Relationship
(External)
Explain Explain Explain Explain Explain
Relationship
(Spanning)
Explain Explain Explain Explain Explain
Managerial Explain Explain Explain Explain Explain
Technical Explain Explain Explain Explain Explain
• AWAKENING A SLEEPING GIANT
• DEMONSTRATING BAD TIMING
• IMPLEMENTING IT POORLY
• FAILING TO DELIVER WHAT USERS WANT
• RUNNING AFOUL OF THE LAW
Co-creating IT & Business Strategy – The General Manager / IT Manager Dilemma
Are you in the business of IT because IT’s so much in the business?
Bottom Line
Variable Description
Organizational variables
Decision rights Authority to initiate, approve, implement & control decisions necessary to plan & run the business
Business processes Ordered tasks to complete key business objectives
Formal reporting relationships Structure set up to coordinate organizational units
Informal networks Mechanism, such as ad hoc groups, to coordinate & transfer information outside formal reporting relationships
Control variables ...
Job Search Survival Kit -- How To Deal With The Layoff Hurt And Learn From It --Anthony Hines
This is my most important presentation because it helps to build you back up so that you are able to be strong during the process and really thrive when you gain your next opportunity.
The following is a presenation that discusses possible ways to handle people at work who are just plain nasty to be around. Hopefully these tips will help you out if you are dealing with this in the workplace.
Who Am I….I am a hardworking guy who, like many others, found himself out of work during the economic downturn in 2010. After a long battle of wrong turns, job search strategies that led to no where, and dead end leads, I decided to take a more strategic approach to my job search. Like anything else in life, I needed to treat my search like a full-time job and create a plan that would allow me to stand out above the competition. This came in especially handy as I was in transition again in 2017. Basically, I just used the tips that I have shared with others and was out of work a total of ZERO days. Yes, I got a job offer the day after my last day at my previous job. Let me show you how I did it so you too can have a quicker landing than you would have had without my tips.
Why Am I Sharing What Helped Me…because I quickly realized that to handle an event like that is to focus on what you can control and share the experience to help others. I believe that an experience not shared is a lost opportunity in life, and that smart people learn from their mistakes and smarter people learn from other people’s experiences. Plus, I told myself that once I figured this out I would share it with others so that they too could navigate the world of unemployment. In these chapters, I show you how I did it so that you will have the confidence to make it through the process. I hope that this presentation helps you to get your next great job.
#career #job_search #job_opportunity_tips #unemployment #motivation #attitude #depression #Job_search_survival #confidence #interviewing #networking #resume #recruiting #hiring_manager #work #transition
Job Shadowing Analysis
Job Shadowing Essay
Job Shadowing Letter
My Job Shadowing Career
Job Shadowing
Example Of Job Shadowing
How Did My Job Shadowing Affect My Career Choice
Job Shadowing Essay
Job Shadowing Reflection
Job Shadowing Reflection
Reflection Paper On Job Shadowing
Essay On Job Shadow
Example Of Job Shadow
Job Shadowing: Case Study
Job Shadowing In Radiography
My Job Shadowing Career
Job Shadowing Essay
Essay On Job Shadowing
Job Shadowing Experience
Essay On Job Shadowing
How many times have you thought there has to be an easier way to convince the exec that your intranet design will work? Or that something is really broken. You’ve done the research and taken a user centred design approach yet the CEO still wants a massive hero image and search as the sole elements of the homepage. Before you tear your hair out, Rebecca will share her secrets, including:
- real life stories that have changed whole projects
- using stories to alter views
- how to paint a picture of the future that hasn’t happened yet.
Don’t Be Persuaded by Others Who Tell You How to do Your Job SearchEmployment Crossing
EmploymentCrossing CEO, A. Harrison Barnes, discusses the importance of not being persuaded by others regarding the way you carry out your job search:
When you are looking for a job, as with most things in life, you know better than anyone else what works for you. You should not let other people tell you not to try some method just because they don’t personally like it, or because they think another method is better for some reason or another. While someone else’s method may be great, you should not follow it and ignore other options. Instead, the most prudent and most productive path to take is to heed others' advice and try other methods, but don’t stop doing something or never try something just because another method works better for someone else.
What it boils down to is that you need to be inclusive, rather than exclusive. You need to work every angle and try every method you can think of in order to carry out a successful job search. Do not foreclose on potential opportunities by letting other people convince you not to try everything possible to get the job you want.
You need to be that voice in the background, whispering words of encouragement into their ears. These people now rise to a higher level of achievement which they would not have experienced without your involvement.
Track Me If You Can - Reputation Management, Unique Phone Appending and Googl...TW Integrated Marketing
Making sure you know what is working, from your traditional and digital media takes planning. Learn how a step-by-step implementation of reputation.com, ibbyphone.com and Google Analytics can give you a good understanding of where your marketing dollars are making an impact.
Physician Review Sites - Love them or hate them...they are here to stay and their use is growing each year. Learn how to leverage the positive neutral and the negative reviews to grow your practice.
Public Media Development and Marketing Conference 2013 - Atlanta, GA Healthca...TW Integrated Marketing
Healthcare is one of public media's top-performing underwriting categories, but it's also greatly affected by shifting government regulations, changing economic conditions and consumer preferences. Gain critical insight into the US Healthcare market segment.
The history of marketing to women is full of disconnects. Learn how gender marketing has gotten smarter and wiser, but still falls into the same traps of the past
Women's are no longer viewed as 'slow adopt-hers to technology. They are masters at multi-tasking the new social media, and biology may just be the reason why.
Women's innate abilities make her a 'good business choice' when reaching out to global markets. White paper discussing the advantages women bring to the international marketing table.
Palestine last event orientationfvgnh .pptxRaedMohamed3
An EFL lesson about the current events in Palestine. It is intended to be for intermediate students who wish to increase their listening skills through a short lesson in power point.
How to Make a Field invisible in Odoo 17Celine George
It is possible to hide or invisible some fields in odoo. Commonly using “invisible” attribute in the field definition to invisible the fields. This slide will show how to make a field invisible in odoo 17.
Ethnobotany and Ethnopharmacology:
Ethnobotany in herbal drug evaluation,
Impact of Ethnobotany in traditional medicine,
New development in herbals,
Bio-prospecting tools for drug discovery,
Role of Ethnopharmacology in drug evaluation,
Reverse Pharmacology.
The French Revolution, which began in 1789, was a period of radical social and political upheaval in France. It marked the decline of absolute monarchies, the rise of secular and democratic republics, and the eventual rise of Napoleon Bonaparte. This revolutionary period is crucial in understanding the transition from feudalism to modernity in Europe.
For more information, visit-www.vavaclasses.com
Read| The latest issue of The Challenger is here! We are thrilled to announce that our school paper has qualified for the NATIONAL SCHOOLS PRESS CONFERENCE (NSPC) 2024. Thank you for your unwavering support and trust. Dive into the stories that made us stand out!
The Roman Empire A Historical Colossus.pdfkaushalkr1407
The Roman Empire, a vast and enduring power, stands as one of history's most remarkable civilizations, leaving an indelible imprint on the world. It emerged from the Roman Republic, transitioning into an imperial powerhouse under the leadership of Augustus Caesar in 27 BCE. This transformation marked the beginning of an era defined by unprecedented territorial expansion, architectural marvels, and profound cultural influence.
The empire's roots lie in the city of Rome, founded, according to legend, by Romulus in 753 BCE. Over centuries, Rome evolved from a small settlement to a formidable republic, characterized by a complex political system with elected officials and checks on power. However, internal strife, class conflicts, and military ambitions paved the way for the end of the Republic. Julius Caesar’s dictatorship and subsequent assassination in 44 BCE created a power vacuum, leading to a civil war. Octavian, later Augustus, emerged victorious, heralding the Roman Empire’s birth.
Under Augustus, the empire experienced the Pax Romana, a 200-year period of relative peace and stability. Augustus reformed the military, established efficient administrative systems, and initiated grand construction projects. The empire's borders expanded, encompassing territories from Britain to Egypt and from Spain to the Euphrates. Roman legions, renowned for their discipline and engineering prowess, secured and maintained these vast territories, building roads, fortifications, and cities that facilitated control and integration.
The Roman Empire’s society was hierarchical, with a rigid class system. At the top were the patricians, wealthy elites who held significant political power. Below them were the plebeians, free citizens with limited political influence, and the vast numbers of slaves who formed the backbone of the economy. The family unit was central, governed by the paterfamilias, the male head who held absolute authority.
Culturally, the Romans were eclectic, absorbing and adapting elements from the civilizations they encountered, particularly the Greeks. Roman art, literature, and philosophy reflected this synthesis, creating a rich cultural tapestry. Latin, the Roman language, became the lingua franca of the Western world, influencing numerous modern languages.
Roman architecture and engineering achievements were monumental. They perfected the arch, vault, and dome, constructing enduring structures like the Colosseum, Pantheon, and aqueducts. These engineering marvels not only showcased Roman ingenuity but also served practical purposes, from public entertainment to water supply.
Model Attribute Check Company Auto PropertyCeline George
In Odoo, the multi-company feature allows you to manage multiple companies within a single Odoo database instance. Each company can have its own configurations while still sharing common resources such as products, customers, and suppliers.
2. Transparency - Driver #1
Technology Driven
• Pricing Sites
• Review Sites
E-journalism, blogging, forums
Trust Decline - Distrust of previous well trusted sources
(NGO, business, doctors, church, teachers….)
Media – search engines most trusted of all media sources
with Millenials even more trusting by +8%)
SOURCE: Edelman 2015 Edelman Trust Barometer
3. High Deductible - Driver #2
The Results – “ when I am paying for something that costs this much I have a right to quality and the right
to compare…”
4. Driver 1 + Driver 2 = Higher Expectations
• Value my time - overbooking, not telling me when there is an emergency, offer to reschedule
• Make decisions with me, not for me
• Actively Listen
• Keep my money in mind
• Tells me what things mean
• Tell me what things are going to cost
• Give me access to my records and explain what I am looking at
• Offer E-prescription
• Offer E-mail and e-visits
• Provide a Web portal for my records
“Don’t make me run interference between you and another doctor who wants copies of my
records.”
“Giving you a signed release form doesn’t magically transform me into your secretary”.
5. Expectations Not Met = Woman Leaving Her OB/GYN
Top Relationship Red Flags- Venting on Social Media
• Too busy
“My OB told me that since I was a new patient, she couldn’t see me for a week — and that
if I was so concerned, I should just make my way to the ER…” –erind0213
• He/She’s Not Listening
“My OB asked if this was my first pregnancy. I told her no; I miscarried in February. I think a
doctor should read your file before coming into the room…” –enion76fl
• He/She’s Not Respectful
“I just had a few questions, and my OB cut me off before I could even start asking…” –
cdobry01
6. Before Your Website, Facebook etc...
• Find Your Flaws and Fix Them FIRST
• Know Your Audience – demographics and segments make a difference
• Caucasian, African American, other mix?
• Older mom, GYN services, Menopause, Incontinency …..
• Pick Your Platforms – Make it easy to recommend and review
• Facebook, Blog and others IN THAT ORDER
• The Digital/Social Process
• Listen
• Execute
• Monitor
• Engage
7. First Impression Flaw - Parking
“I don’t go to the mall or shopping
and find all the parking spots
reserved for the store employees
managers, owners, but I come to
my docs office building and the first
thing I see are a bunch of reserved
doctor parking spaces…my feet are
swollen, I am miserable at this
stage…I need a close spot, not them,
its like they don’t even care about
me?
8. Process/Space Flaws - Perception is Reality
• “Every time I go to my docs, I am practically sitting on top of other patients…her waiting room is too small ..”
• “I can never get a call back but when I am at my docs office they are either sitting around doing nothing at the front desk or la
laughing and cutting=up…do they think my time or my problem is funny? …”
• Cluttered desk of receptionists – what does this say about organization of important,
private, medical paperwork management?
• “I had lost my baby and I had to sit in a waiting room next to happy pregnant moms…can’t they schedule patients like me
at a special time?”
• “I am trying to get pregnant, I hate going to my doctor and seeing all those pregnant women..”
• “My religion does not celebrate Christmas…I don’t think my doctor should have trees and wreaths everywhere…”
9. Exam Room - Flaw
• “The trash cans are filled with waste from previous patients..”
• “Notes stuck all over the walls…makes me think of a planning session at work…”
• “Their exam table facing the door so when you enter, everyone can see me ‘spread eagled’ I
wish I could put my doctor on this table and then open the doors so his staff or other patients
can see him…”
• “All they have is old Sports Illustrated or ancient magazine…NOTHING I want to read..”
• “..no hooks or hangars for my clothes…my current option was a chair that I was to sit in or the
doctors chair …I have to go to work and my clothes are now piled up and getting wrinkled “
• “I’m in bare feet and I have to walk on a floor that has who knows what on it? Why can’t they
give me some of those disposal booties to cover my feet – the ones like you see on TV?”
• ‘ they told me to pick up a urine sample cup from a pile of them in the bathroom..really? who
knows how many hands were on all of these…disgusting”
10. Listen /Know What Your Audience Thinks Now
SCHEDULING
The office visits are painfully long. First you have to wait
in the lobby for 30-45 minutes and then you have to wait
to see Dr_______in the exam room. Generally the visits
are 2 - 21/2 hours long. YELP
BILLING
”The horrible office staff is what's prompting this review
though. I'm tired of dealing with with people who don't do
their job. I've had a question about an invoice now for over a
week. I called the billing number on the invoice and was told
she'd have to research it and call me back. After not hearing
from them, I received another statement in the mail, this time
with a late fee. So I tried emailing the billing dept. several days
ago...still no response. The other thing that bugs me is that the
invoice is over 4 months old and this is the first statement I've
gotten on it. Unfortunately, this is routine to get bills from
them sometimes 6+ months after your visit. I'm looking for a
new health provider.” YELP
“Not impressed. Long waits after arriving for
appointments (once, the receptionist
admitted she'd forgotten me even though I
was the first person in the door that morning
and had signed in!) Why is it that I can
manage to arrange my work and life around
an appointment but the staff here can't
bother to call me when they know the doctor
is running more than an hour late? Not
acceptable service and not confidence-
inspiring care.” YELP
“What a waste of time! You're better off going
around the corner to one of the urgent care
places on Ponce.
I got there right at 8:30 when the clinic is
supposed to open, but found the place dark.
There was one person already waiting.” YELP
11. Because Complaints Go On-Line for All to See
OFFICE STAFF/PERSONNEL
“Stay far away from --------------------------Decatur Ga --------
----------------------------OBGYN office. This place is
ridiculous. I went twice and waited about 1.5 hrs during
my first visit and 2 hrs during the second. The staff blamed
the wait on the computers the 1st time and something else
the 2nd…”
BILLING
The administrative staff as this practice is THE WORST. First off
talking to a live person is just about impossible. In order to
speak with a nurse you have to leave them a voicemail and wait
for them to call you back. Twice during my pregnancy I had
emergency issues and I had to wait on them to call me back
which was very stressful. Don't miss their call when they call
you back either because like I said there are no direct numbers
if you miss there call you must call back and leave another
message for them to call you. Very frustrating.
They asked for a $500 deposit upfront prior to my
5th month of pregnancy. I paid this deposit and
had my baby with them in June. It is now
November and three unreturned voicemails later I
finally somehow broke through their phone tree
to get an actual live person on the phone. An
amazing feat I assure you! The woman I spoke
with told me that they don't typically send out
billing states breaking down the charges. Huh? So
you want me to just take your word for what I
owe? Yeah no. I then asked them about my
deposit. It turns out that there is a positive
balance of $375. I asked them why its been almost
6 months and they haven't sent me the money.
She said its never been turned over to accounts
payable. Really so if I never called were your going
to keep the money forever? Now I'm waiting
another 30 days to get my money back.
12. Know Your Audience – Then Segment Your Audience
White alone, percent,
2013 (a)
37.0% 62.5%
Black or African
American alone,
percent, 2013 (a)
54.8% 31.4%
American Indian and
Alaska Native alone,
percent, 2013 (a)
0.5% 0.5%
Asian alone, percent,
2013 (a)
5.6% 3.7%
Native Hawaiian and
Other Pacific Islander
alone, percent, 2013
(a)
0.1% 0.1%
Two or More Races,
percent, 2013
2.0% 1.9%
Hispanic or Latino,
percent, 2013 (b)
9.1% 9.2%
White alone, not
Hispanic or Latino,
percent, 2013
30.0% 54.8%
Dekalb County GA
52% female
39% bachelors or higher
Medium household income - $50,856
Opportunity Segments
• Women owned firms – 37.2% vs 30.9%
• Black owned firms – 39.6% vs. 20.4%
SOURCE: http://quickfacts.census.gov/qfd/states/13/13089.html
13. Go After the Audience You Want – Dekalb “Pockets”
White 74.1%
Black 19.5%
American Indian 0.2%
Asian 2.8%
Pacific Islander 0.1%
Some other race 0.6%
Two or more
races
2.6%
Hispanic Origin 3.4%
Diversity Index 45.0
Decatur
Average HH income - $82,406 vs.
Atlanta $76,863
Bachelors Degree 33%, Masters 35.55%
Avondale Estates
Median age 45
Zips 30002 and 30030
Median HH income - $84,994
Median house value - $296,337
Opportunity Segments
• GYN
• Older mom
• Incontinence
• Menopause
Action Items
Advertise and/or
contribute to local,
housing development
newsletters
Do hyper-local
advertising, mailing
Do Hyper-local public
speaking
Do collaborate with
noncompeting businesses
THEN promote on you
website, blog, social
media
14. Platforms
• Review Sites
• Website
• Facebook
• Blogs
• YouTube
• Pinterest
• Social/all others in this order
• Instagram
• Twitter
15. Physician Review Sites-The Starting Point
• Special survey conducted in February 2015
• 3,000+ consumers polled in 48 states
• Respondents proportioned by age and population
density based on Claritas information
• Survey exclusively focused on how consumers make
decisions in a digital setting
SOURCE: National Research Corporation’s Digital Decision Maker study, 2015, n size = 3,002
16. 73 percent view online ratings/reviews before
purchasing a product/service
54 percent say positive reviews cause them to
trust a brand more
41 percent say negative reviews cause them to
avoid a brand
SOURCE: National Research Corporation’s Digital Decision Maker study, 2015, n size = 3,002
Digital Experience -> Purchasing Decisions
17. The higher the income the more
they review before deciding…
• 90 percent of $200k or more
• 84 percent of $100-200k
• 73 percent of $50-100k
• 67 percent of $50k or less
SOURCE: National Research Corporation’s Digital Decision Maker study, 2015, n size = 3,002
Digital Reviewers –
Their Not Crazy, Low Income, Uneducated
18. 23 percent of consumers do not trust online reviews as
much as personal recommendations
77 percent of consumers do trust online reviews based on
the following criteria:
• I can read multiple customer reviews
• I believe the reviews are authentic
• It depends on the type of business
SOURCE: National Research Corporation’s Digital Decision Maker study, 2015, n size = 3,002
Online vs. Word of Mouth
19. Healthcare Reputation Matters
Most
SOURCE: National Research Corporation’s Digital Decision Maker study, 2015, n size = 3,002
4%
4%
8%
9%
12%
18%
19%
25%
0% 5% 10% 15% 20% 25% 30%
Auto dealer
Airline
Retail/Department store (e.g. Walmart, Kohls, etc.)
Bank/Financial firm
Hotel
Restaurant/Bar
Skilled professionals (e.g. plumber, roofer, etc.)
Doctor/Medical group
For which of these business types does the reputation of the business
or service provider itself matter the most when choosing?
20. Poll Question 1
SOURCE: National Research Corporation’s Digital Decision Maker study, 2015, n size = 3,002
Of consumers currently in
need of a doctor how many
plan to use online
ratings/reviews to find one?
11 percent
33 percent
43 percent
71 percent
21. Poll Question 2
SOURCE: National Research Corporation’s Digital Decision Maker study, 2015, n size = 3,002
What percentage of consumers do not feel a doctor
rating is legitimate if it has less than 5 reviews:
17 percent
33 percent
58 percent
89 percent
Action Item
Monitor and continually build reviews –it’s a
numbers game
22. • 21% of consumers have already rated or reviewed their physician online
• 45% have already viewed physician ratings/reviews online
• 30% feel viewing ratings/reviews online is their first step in seeking care
Action Items
Contact Yelp, Kudzu, Angies List, RateMDs…, and make sure you are listing with all your correct information
Encourage reviews after each patient visit in your office – a stationery computer with links to the review sites?
Surveys that rate and you translate to your website, encourage reviews on your billing statement, on your on
hold messaging, on your website…
Digital Experience -> Healthcare Experience
Online ratings/reviews are important precursor:
SOURCE: National Research Corporation’s Digital Decision Maker study, 2015, n size = 3,002
23. Online Reviews = Trustworthy Sources
3%
4%
4%
4%
5%
5%
5%
6%
7%
8%
11%
40%
42%
63%
0% 10% 20% 30% 40% 50% 60% 70%
Text ads on mobile phones
Display ads on mobile devices
Billboards/outdoor ads
Radio ads
Online banner ads
Magazine ads
Ads served in search engine results
Newspaper ads
Emails I signed up for
Television ads
Other (please specify)
Doctor or hospital websites
Reviews from other consumers/patients
Recommendations from people I know
When selecting a doctor, which of the following
types of information do you trust?
SOURCE: National Research Corporation’s Digital Decision Maker study, 2015, n size = 3,002
Action Items
Give your patients a way to review your
service on your website
If you do patient satisfaction surveys,
gather and post findings on your website
24. Ratings/Reviews Drive Downstream Action
• 29 percent of consumers claim viewing online ratings/reviews
is their 1st step in doc search
• 31 percent have selected a physician based on a positive
review
• 32 percent have avoided a physician based on a negative
review
Action Item
• If a bad one occurs, acknowledge it, if possible try to resolve
publicly and then aggressively seek new reviews to ‘bury it’
SOURCE: National Research Corporation’s Digital Decision Maker study, 2015, n size = 3,002
25. Digital is the Engine of Transparency
• Consumers will increasingly seek digital sources of information to decide on their
future care
• The quality and speed of information will be key -58 percent of consumers dismiss
any review older than a year as “out of date”
• Performance data will re-prioritize what’s important to the future consumer of
healthcare
Action Item
• What practice data do you have that you can post on your website that shows
quality performance, experience in specific types of deliveries, etc. for example:
• Total number of babies delivered translates to experience
• Total number of multi-births, cesareans, breech …….
SOURCE: National Research Corporation’s Digital Decision Maker study, 2015, n size = 3,002
26. Poll Question 5
SOURCE: National Research Corporation’s Digital Decision Maker study, 2015, n size = 3,002
What percentage of consumers would wait an
extra 30 minutes for a doctor rated 4.5 stars as
compared to a doctor rated 3.5 stars?
2 percent
11 percent
41 percent
69 percent
27. Execution - Step 1- Google Places
• Start with Google Places
• Claim your location – Create your profile listing hours, include photos, tell
people what you do and what makes your practice unique
• Fill in your profile
• https://www.youtube.com/watch?v=hU1ZmVFlW3A
• Using as much of the EXACT copy that you used to set-up your Google
Places profile for ALL the other review site profiles
• Google + - Google loves Google, this late entry is targeted at the
Facebook user, more male in focus, but because it is created by
Google you can’t ignore it…when you post on Facebook, you post the
same content on your Google + page.
SOURCE: National Research Corporation’s Digital Decision Maker study, 2015, n size = 3,002
28. Search for internal
medicine doctors in
Tucker, GA
All the ‘bubble’s with
letters in them (AB,
C…) are coming from
Google Places,
30. Getting Review on Google
SOURCE: National Research Corporation’s Digital Decision Maker study, 2015, n size = 3,002
• Get reviews on Google
• Customers and businesses both benefit when a business is reviewed on Google. Customers can
make informed decisions based on information from people they trust. Businesses can strengthen
their relationship with customers by directly engaging with reviewers on Google.
• To encourage reviews for your business:
• Remind your customers to leave feedback on Google. Simply reminding customers that it’s quick
and easy to leave feedback on Google on mobile or desktop can help your business stand out
from sites with fewer reviews.
• Become an active presence on Google and respond to reviews. Your customers will notice that
your business values their input and respond with more reviews.
• Make sure your business information is verified. Only verified local Google+ pages can respond
to reviews.
• Reviews are only valuable when they are honest and unbiased. Read more in our review posting
guidelines.
31. Execution - Step 2- Review Sites
Get Listed On
• Vitals
• Ucompare HealthCare
• RateMDs - free
• Wellness
• Yelp
• Google Local
• Healthgrades – no so much
• Practice Solicited Reviews
SOURCE: National Research Corporation’s Digital Decision Maker study, 2015, n size = 3,002
32.
33. Execution - Step 3- Review Sites
Action Items
• Provide a small handout card to each patient with the WWW address
for each review site and ask them to please write a review of their
visit
• Promote on website using links to the review sites
• Promote on your billing
SOURCE: National Research Corporation’s Digital Decision Maker study, 2015, n size = 3,002
34. Execution - Step 4- Monitoring
Action Item - Monitor What is Happening
• Check the review sites daily if possible, minimum 2 times a week
• Consider a system that will alert you about a positive, neutral and
negative reviews…reputation.com
• Prioritize and decide if you will…
• Reply to all negative reviews
• Reply to all neutral reviews
• Periodically thank your positive reviewers…don’t ignore them!
SOURCE: National Research Corporation’s Digital Decision Maker study, 2015, n size = 3,002
35. If you can’t beat them, join them? Creating your own
rating system , error here is that you assume that all
people will look here first and not on the review sites,
but it is one way to tackle this issue.
36. Transparency Can Offset Reviews
• 56 percent of consumers feel quality of content is more
important than star rating or # of reviews
• 26 percent of consumers would go out of network to seek
a physician with superior ratings/reviews
• 3 in 5 want ratings/reviews on Physician Assistants, Nurse
Practitioners, and other caregivers
• Consumers eager for what’s next – many want to see how
physician rate on specific care factors
SOURCE: National Research Corporation’s Digital Decision Maker study, 2015, n size = 3,002
37. Your Website – Social Ready?
Women First - Women First Facebook
Greenville OB, GYN - Greenville Blog - Greenville Facebook
Dr. Cynthia English - Dr. Cynthia English Blog - Dr. Cynthia English –
Facebook
Kamm McKenzie - McKenzie Facebook – Pinterest – Virtual Tour
Action Item – NEW, CHANGING content is king..Google makes the rules so
build your site with sections that allow for ongoing updates
38. Content Repurposing for Survival
• Content updates are necessary
• Start with website copy and edit to post on
• Facebook
• Start with blog post and edit to post on Facebook or link to your Facebook
page
• Videos are most desired, don’t worry about high level production value - get
comments, clips of new moms and their new baby (with permission of
course) , set up on YouTube and cross post on Facebook
• Cross Promotion How To
41. Social Change With Pregnancy
68% have less in common with non-mom friends
84% say their new mom friends are very important
73% use parenting social media for brand & product recommendations
(up from 66% in 2009)
Action Opportunities – Faciliator of New Moms Group
• Sponsor a new moms group based on your practice patients
• Invite them to use your office is possible as a location to meet..if not office, your office
building community room?
• Participate periodically at their meetings, bring in healthy snacks, find them a guest
speaker
• Learn - and when ready, invite selected few to be guest authors on your blog
• Find/contribute to local parenting social media
42. Facebook
• Create your page
• Have all staff/doctors participate as “editors”, if necessary assing a
day of the week for each person to post, thereby keeping content
current
• Provide content that is helpful, NOT all self-serving.
• Don’t treat Facebook as your calendar or Notice board
• Minimize ‘event posting’ however highlight all events you offer
• Monthly office meet and great
• Create a mom of the month
• Bring newest research and provide your viewpoint, invite questions
Action Items – thank ALL that post, reply to ALL questions, messages
43. Blogs – Not About Posting, About Sharing and Engaging
Bloggers
Decatur Mom
Moms From the City of Decatur
GA
Groups and Meet-Ups
Decaturs Moms Club, Yahoo
Group
Meetups in Decatur
Meet Up – South DeKalb – Mocha
Moms
Action Items – Meet-Up and Forum Groups
Meet ups represent a place where you can :
- Offer to do a talk
- Offer to sponsor
- Develop a relationship
Action Items – Blogs
• Survey your patients, who are bloggers and join in on their conversation
• Create a blog and invite patients to ‘guest blog post’
• Invite midwifes, doulas, affiliated partners to be guest post
SOURCE: National Research Corporation’s Digital Decision Maker study, 2015, n size = 3,002
45. Pregnant mom, new mom, women
love pinterest
We've heard over and over again that
Pinterest is all for the ladies. TIME declared
that"Men Are from Google+, Women Are
from Pinterest" back in February, and in
January Gizmodo published an article in
January describing Pinterest as "Tumblr for
Ladiez." Clumsy phrasing, but it is true that
72 percent of Pinterest users are female.
SOURCE: Huffington Post 6/20/2012
46. Remember...
• Fix the flaws FIRST
• Listen and read the reviews to see where you stand today
• Register on the key reviews sites, monitor and respond
• Develop your Plan to reach ONLY the targets you want to go after
( past patients, patient segments, patients in key zipcodes, key groups (business owners)
• Choose the Platforms based on the PLAN, not just because they are there
• For EACH segment, create tactics for the web, blog, youtube, facebook etc.
• Start small, focus on 1 Goal a quarter, add another next quarter BUT don’t forget old goals as you
move to new ones, better to have one and do it well, than 5 that you do half way
• Design your website to support your PLAN
• ALL social media activities are done to support the PLAN, i.e., blog posts that speak to your target
markets needs, videos that support/inform your target’s needs, Facebook , Pinterest boards all
implemented with your PLAN in mind
• Always ask this question …is what I am doing supporting my PLAN, if not don’t do it