Sean Moffitt's presentation February 2012 on the state of digital engagement, new media, social technologies and community building in health care

1. CPEG & EMDSERONO Wikibrands, Wikipatients HEALTH CARE, DIGITAL ENGAGEMENT AND THE RISE OF THE E-PATIENT Sean Moffitt @seanmoffitt Keynote - Winnipeg Feb 9th, 2012 Wikibrands - Reinventing Your Organization in a Customer-Driven Marketplace

2. #wikibrands @seanmoffitt @wikibrands @communitygurus @marsdd [email_address]

3. Who is Sean Moffitt…. Just A Blonde Guy With a Cause Bad Chefs Bad British Cuisine Bad Spies Bad Bay Area Hoods Bad US Soccer Perception Bad Secrets Bad Customer, Patient, Marketing and Digital Practice

5. “ Unless your hospital is the Mayo Clinic or the Cleveland Clinic, which are brand superior, customer experience is probably not your hospital’s edge. Your future has a lot to do with what your patients say about you. If they can’t remember anything special, they won’t rave about your care.”

6. Let’s take a sample…

7. We Could Have Simplified It for You

8. Social media is a great tool… It’s not the end game. Global media industry $600 billion industry Digital Media $90 billion industry Social Media $14 billion industry

9. The real interesting thing… How will digital technology and connected media reinvent some of these industries? Global education industry $ 2 trillion annually Global IT and Communications $ 3 trillion annually Global health care industry $ 4 trillion annually Global energy industry $ 6 trillion annually Global banking industry $ 7 trillion annually

10. And there’s something more than technology going on here…

11. Your role is changing… Before Industry Future Teacher Education Facilitator Money Manager Banking Finance Coach Commodity Seller Energy Sustainability Advisor 3 rd Party Vendor IT & Communications Embedded Partner Health Provider Health Care Health Concierge

13. i. THE STATE OF HEALTH CARE 2.0 and 3.0

15. Women are the health hubs Health and Wellness: 4th most popular Topic Online

16. Health is the only online category that defies age boundaries 75% of online adults interact with health information; health information is sought by all age groups

17. Caregivers are #1 Audience 59% of online health searches are performed by someone looking on behalf of someone else Source Pew Internet

18. Social Sweetspot = Misery Loves Company A blend of “social” is key and “content” is key Source: Forresters

19. Patients are taking control of their health Some want rational answers and others want support for what their going through Sources: Epsilon

20. Patients are Going Everywhere Facebook for support, YouTube for Stories/Demos and Others for Informastion Sources: PWC

21. Patients are going mobile Quadrupling of growth in health apps in next 4 years driven by cost, benefits, patient behaviors Sources: Epsilon

22. Physicians are Picking Up Digital Tricks Tablet technology and collaborative culture is making doctors become netizens too Sources: CMA/Knowledge Networks 72% use smartphones 27% have tablets 41% do research online Using social media 61% Facebook 51% and on it weekly Twitter 20% Asklepios 25% 43% participated in and online health discussion forum 26% belong to a health social network

24. Web Info deemed more helpful than harmful Overwhelmingly believe information is valuable to self-health approach

25. Health 3.0 Is Around The Corner Where you phone things and solves health problems for you Sources: Symptom Navigator/iEyeTest

26. ii. BENEFITS/OBJECTIVES – DIGITAL PARTICIPATION

27. How well does the physician community use technology and connected, social media?

30. The Deer Have Guns…. 73% of patients look for medical information online before and after patient visits Health Care New Media

31. Promising 2.0 Venture

32. Quinte Pediatrics – Leading The Charge

33. Iii. WHY TO ENGAGE NOW

34. Ranked #1 Globally Online penetration –79% of Canadians online Online usage –average 43.5 hours online/mth Online video – 251 videos/17.2 hours/mth. LinkedIn usage - 15% of online Canadians use Social gaming – spend 4.5 hours each week Online Banking - 65% of Internet users do Ranked in Top 10 Social Media Use – 70% use; ½ everyday Facebook usage –#4 worldwide/82% of online Can. Twitter usage –#6 worldwide/18% of online Can. Smartphone usage – 33% of mobile users We are the #1 digital/social nation

36. #1 The Need for Authenticity and Transparency - 42% #2 The rise of social networks - 38% #3 Increasing role of wireless/mobile - 35% #4 Customers/people waning attention spans - 25% #5 Media fragmentation - 22% #6 Change in mass marketing effectiveness - 20% Agent Wildfire -The Buzz Report, April 2010 EVIDENCE #3: BUSINESS CULTURE SHIFTS – WE WANT HONEST & GENUINE We crave genuine relationships with service providers we deal with

37. IV. KEY QUESTIONS TO ASK FIRST

38. What value can we/I add? What value can we/I get? I do not want to end up in the clink? Is there professional risk? My customer is not on the social web? It’s a young person’s game? I have no time? Lack interest? TACKLING THE COMMON EXCUSES FOR A DIGITAL COLD… What excuses are stopping you now

39. V. WHERE TO PARTICIPATE

41. How Deep do You Want To Go Depth of Engagement - Low Depth of Engagement - High One way Engagement Two way Engagement Webinar Social Gaming Demo video Trade Show Branded Content Tool Social Bookmarks Location based Ratings/ Forums Photo Sharing Online Community Email Blogs Apps Wiki/ Collaboration eBook eMagazine Screencast Infographic Augmented reality Roundtable Widget White Label Social Network Mobile Campaigns Influencer Programs Document Sharing

42. The Top Basic 7

43. Great Efficiency Tools Syndicate across platforms Syndicate to the best people

47. incentives Bayer Didget www.bayerdidget.ca

48. incentives Support and success Alli www.myalli.com

49. incentives Video Johnson and Johsnon http://www.youtube.com/user/JNJhealth/

50. VI. HURDLES & WATCHOUTS

51. “ Social Media can make you suck in more places, faster, and louder than before” Anonymous Bank CMO

53. But this stuff is HARD This stuff may be CHEAP And is not very PREDICTABLE And is fueled by PASSION & SWEAT

54. The Biggest Sins - Social Deafness and Social Content - Source: Agent Wildfire 2010 Buzz Report

55. What is your biggest challenge? #1 - Having Enough Time To Do It #2 – Getting People Engaged /To Return #3 – Generating Original/Quality Content #4 - Measuring Results #5 - Finding People/Staff to Do It #6 – Integrating Ways to Share Content with Customers 2011 Agent Wildfire Buzz Report

56. VII. INTERESTING HEALTH CARE USES

64. VIII. The GOLDEN RULES

65. Starting with“Why” Really ask: Why will anyone care? (Customer pleasure/pain points) Will it provide value to us? (4Fs) Does it make sense with the rest of our organization? (Audit)

66. In the Trenches – the 7 Golden Rules of Social, Be: R eciprocal E thical H uman A wesome H elpful A uthentic S ocial In the Trenches – the 7 Golden Rules of Social, Be

67. Further Resources – Twitter Chat

68. Twitter: @wikibrands Q&A Contact us: [email_address] @seanmoffitt

69. Q&A