Lessons Learned in Health Care Social Media, 2010


Published on

The healthcare social media (HCSM) group from Twitter conversed about their most important lessons learned from the previous year on December 12, 2010. This is an overview of that conversation.

1 Comment
No Downloads
Total views
On SlideShare
From Embeds
Number of Embeds
Embeds 0
No embeds

No notes for slide

Lessons Learned in Health Care Social Media, 2010

  1. 1. Lessons Learned—Health Care Social Media edited & organized by PF Andersonfrom a Tw it te r co n ve rs ati onDe ce m be r 12, 2010
  2. 2. #hcsm =Health Care Social Media
  3. 3. About #hcsmWhat is HCSM? “hcsm is a weekly chat (Sundays at 8pm Central Time) on Twitter, focusing on healthcare communications and social media.” Born: January 2009 Moderated on Twitter by @HealthSocMedHCSM web site: http://healthsocmed.com/
  4. 4. What the Hashtag screenshot for #hcsm the week of this conversationshows almost 1500 tweets during the hour of the conversation. WOW!
  5. 5. Hashtags 1st #hcsmes#hcsm = #hcsmeuRelated hashtags: #hcsmfr #fdasm #hcsmla #healthcomm #hcHIT #hcmktg #hpm #hcsmanz #MDchat #hcsmau #RNchat #hcsmca #ptsafety #socpharm
  6. 6. MarksPhone: HCSM is more about adult learning and how people use itto solve problems.
  7. 7. why #hcsm?
  8. 8. SixUntilMe: You can’t win if you don’t play.
  9. 9. FamilyCareWV: Social media value is up-to-date information on policy &practices. Great way to spread innovation.
  10. 10. JamieCa: Conversations are happening places you least expect it online,such as Amazon.com. Most non-social-media folks have no idea of thevitality.
  11. 11. MarksPhone: I’ve been learning so much from this group and others thatI can apply to my work in adult learning. Social media is a seriousresource.
  12. 12. #hcsm dos & donts
  13. 13. DoJillSato: The age old rule - one mouth, two ears.
  14. 14. DoConsultDoc: Get to know the leaders in your field. There are many willingto share.
  15. 15. Do Don’t APJonas: Takes time to build a network of helpful persons, be patient, keep trying. Make mistakes at full speed, but not with confidential information.
  16. 16. Don’tDonShep: Just having a Facebook page isn’t a social media strategy.
  17. 17. Don’t CMEAdvocate: Social media is NOT Twitter and Facebook, it is any number of platforms that allow sharing.
  18. 18. Don’tStrangely_T1: [Social media] is not marketing. Use it as a pure marketingplatform and it will fail.
  19. 19. Don’t Do PracticalWisdom: If it’s all about “you”, then You don’t have a clue. Listen & learn about others before you talk about yourself.
  20. 20. Don’t Do DanaMLewis: It’s not about how many followers/fans/whatevers you have, it’s about what value are YOU providing them for their health care?
  21. 21. Don’t JoshDBrett: You can’t rush into social media, especially in an emotionally sensitive and heavily regulated field like healthcare.
  22. 22. DoJoshDBrett: You must be patient, do your homework and have a plan.One size does not fit all.
  23. 23. Don’t Do JoshDBrett: Don’t make your goal with healthcare social media be improving the bottom line. You’ll look phony. Goal should be to improve patient outcomes.
  24. 24. DoJoshDBrett: If you’re sincere and really care about improving patientoutcomes, the “bottom line” will take care of itself.
  25. 25. DoDrStevenTucker: Professionals need to choose their 140 characterscarefully.
  26. 26. Don’tS_Eller: [I] learned that in 140 characters, there is a lot of context that Iassume people understand - most times erroneously.
  27. 27. DoCTSinclair: Lesson learned - Be comfortable teaching people abouthealthcare social media usefulness, not making them converts.Skepticism takes time to overcome.
  28. 28. Do Don’tRichmondDoc: Lessons: More interaction with others is better; be avaluable resource to others; don’t be alarmed if you think no one listens.
  29. 29. DoKKSparks: Having a strategy before diving in is key. Think about yourprocesses, platforms and results measurement.
  30. 30. DoDon’t Do HSchoegler: Strategy has to be driven by overall organization goals; not be limited to social media ideas. Social media needs to fit into large strategy to be successful.
  31. 31. DoLabSalesDude: Lesson learned was to get involved, intereact with others,and have fun! [I] started a professional account here.
  32. 32. Do Don’tRichmondDoc: Remember to carve out time for family. Even thoughsocial media is “on” 24/7, this doesn’t mean that you can (or should) be“on” all the time.
  33. 33. DoDon’t Don’t ConsultDoc: Be consistent with your message. More is not necessarily better. Louder is annoying.
  34. 34. DoDo DoDo Don’t GailZahtz: Share as much as you can. Provide as much free quality information. Listen more than talk. Don’t self-promote. Help others.
  35. 35. Do PFAnderson: Be true to yourself. Be patient. Be willing to step back and start over when someone loses their temper over baby beans.
  36. 36. DoRichmondDoc: Be genuine, be useful, be engaging, be friendly, behelpful — or begone.
  37. 37. DoPFAnderson: Things can blow up in social media at any time, even up toa year after the original post. Never assume, always check, getpermissions.
  38. 38. about relationships & community
  39. 39. ConsultDoc: Social media is not just good content - it is all aboutrelationships.
  40. 40. VJ_CR: It’s not about number of followers or friends but what actuallyhappens with connections.
  41. 41. Julian_Bond: Learned there’s a lot more hospital / health systems /individuals in the same boat “learning wise” with social media. [It]changes everyday.
  42. 42. CMEAdvocate: Value comes from relationships that grow organically.There are no social media shortcuts.
  43. 43. RichmondDoc: Understand that you will likely start slow and have todevelop connections gradually. Don’t force it. The connections matter.
  44. 44. #hcsm patients& professionals
  45. 45. RichmondDoc: Don’t expect your physician colleagues to automaticallysee the value in social media engagement, even if you try REALLY hard toshow them.
  46. 46. ConsultDoc: Many physicians aren’t afraid of social media — they justhaven’t seen its value to them ... yet.
  47. 47. ConsultDoc: [I overheard a conversation] this week between twophysicians. Social media has become too mainstream to ignore anylonger. It is not going away.
  48. 48. MarriageKids: Based on the American Medical Association social mediaguidelines, clearly people involved in the ethics of social media areclueless. (I’ve been chatting online since 1994.)
  49. 49. RichmondDoc: I think health systems and hospitals should be teachingcommunication and disrupting hierarchives; safer for patients!
  50. 50. HospitalPatient: I’ve also learned that doctors are slow to embrace socialmedia, yet I wish they’d view it as a technology advancement, like a newvaccine.
  51. 51. JoshDBrett: I’ve also learned that many docs are reluctant to embracesocial media for reasons other than HIPAA. Many feel they don’t have thetime. Too many patients to attend to in a day, too much paperwork toprocess. Social media (and marketing communications in general) is alower priority.
  52. 52. HSchoegler: [It] takes a lot of coaching to get practitioners pastunderstanding the ‘why’ and into the action. Perceived roadblocks are aplenty.
  53. 53. ConsultDoc: Can’t think of social media fitting in as a tool in the old wayof “seeing patients.” Need to use a tool in a new model of patient care.
  54. 54. JoshDBrett: True. But if you’re going to convince docs to use it, you mayhave to draw the connection to solving current problems.
  55. 55. GailZahtz: I agree you need to spent time to save it. So how do we savephysicians’ time through healthcare social media? Then they willparticipate more.
  56. 56. JoshDBrett: I say play to one of physician’s biggest complaints — the lowamount of time they get to spend with each patient.
  57. 57. RichmondDoc: One way is to point out the practical value: referrals,increased patient satisfaction, etc —[if we] prove the value, more willlisten.
  58. 58. JoshDBrett: They can use social media to make their patients moreknowledgeable BEFORE entering the office, allowing for more efficientuse of time.
  59. 59. GailZahtz: If there’s good information and engagement out of the office,this equals more patient care IN the office!
  60. 60. JackWestMD: Another key point: patients and caregivers are atremendous underutilized resource in promoting medical education.
  61. 61. DrStevenTucker: Doctors need to understand the paradigm has changed,patients have information equal to what doctors have.
  62. 62. Dr_Bob: Patients can research, etc. If doctors acknowledge this, they canguide and provide context. -> Patients can be research assistants.
  63. 63. MarksPhone: We need to help patients critically appraise data andknowledge in order to use it.
  64. 64. RichmondDoc: Retweeting @MarksPhone: We need to help patientscritically appraise data and knowledge in order to use it << [This is] whydoctors need to be active on social media!
  65. 65. SixUntilMe: You need to actively listen and participate with integrity andtransparency in order to make a difference in the patient community.
  66. 66. DrStevenTucker: Medicine like teaching becomes decentralized.Professionals are no longer the only source of unique information.
  67. 67. JackWestMD: Yes, just need to ensure good information. RETWEET:@DrStevenTucker: Medicine, like teaching, becomes decentralized.Professionals are no longer the only source of unique information.
  68. 68. WestR: [It’s] like pulling teeth, getting med students to participate. The#FAIL may be [being] gun shy now about professionalism and careerissues.
  69. 69. CTSinclair: Retweeting RichmondDoc: How do you get credit fromacademic institutions or systems for social media work? << “Excellentpoint! Get blogs cited!”
  70. 70. CMEAdvocate: If you hope to teach using social media, it helps if you canteach someone to use social media. (Pardon the riddle.)
  71. 71. DrJenGunter: That is why I encourage docs to tweet, blog, guest blog,maintain good sites. WE CAN BE THE CHANGE.
  72. 72. remember THIS
  73. 73. TheRealDanSfera: “Social” does not just mean Twitter, Facebook,etcetera. If one person learns something online, they can share it withmany others offline.
  74. 74. FamilyCareWV: People need to see possible value to jump into newpractices.
  75. 75. SomebodyHealMe: Target your time & energy to the avenues with themost value. No one can do it all.
  76. 76. BostonBrander: If you build it, they won’t necessarily come ... unless ithas value.
  77. 77. MarksPhone: I’ve learned that healthcare social media is complex, and ismade more so by the confusion between tactics versus strategy and avery segmented marketplace.
  78. 78. Miller7: Privacy and confidentiality issues often are misunderstood andneed clarifying in social media.
  79. 79. DrStevenTucker: Every tweet is being recorded at the Smithsonian andlives forever. [Editorial Note: Tweets are actually archived by the Libraryof Congress.]
  80. 80. HarrisEve: As I said in topic 1, SPAM happens!
  81. 81. HSchoegler: While we (internally) might perceive negative press, inhealthcare social media setting it can be perceived positively. Importantto understand context.
  82. 82. ConsultDoc: Be consistent with your message. More is not necessarilybetter. Louder is annoying.
  83. 83. RichmondDoc: Remember to carve out time for family. Even thoughsocial media is “on” 24/7, this doesn’t mean that you can (or should) be“on” all the time.
  84. 84. SixUntilMe: You can’t win if you don’t play.
  85. 85. ABHuret: Biggest lesson: The social media “Genie” is out of the bottle;ignoring social media isn’t a strategy or option. If you do, [your]dialoguewill be created for you.
  86. 86. DrJenGunter: That is why I encourage docs to tweet, blog, guest blog,maintain good sites. WE CAN BE THE CHANGE!
  87. 87. We CAN Be the Change!