best uses of social media in healthcare
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Best Uses of Social Media in HealthcareDan Dunlop, JenningsTRANSCRIPT
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Demystifying Social Media &Making It Relevant to Healthcare
Dan Dunlop, PresidentJennings
May 8, 2009
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How I Got Started In Social Media:Fear of Becoming Irrelevant
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Social Media Defined
“The democratization of information,transforming people from content readers intocontent publishers.” Wikipedia
“Social media contributes to informed choicesby aggregating and making available to theinterested individual the collective experienceand resultant conversation.” Dave Evans,Social Media Marketing
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Why is Social Media Important?1. Marketing has been redefined2. Moving from professional story tellers to
conversation managers and facilitators3. Marketing is now a dialogue, not a monologue4. Engagement is what we’re after5. Today, being absent from social media is
conspicuous6. The conversations are happening with or
without us7. The quality of info being shared is suspect, so
we have an obligation to get involved
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Social Media has its Detractors
• Andrew Keen - “The Anti-Christ ofSilicon Valley”
• “The Cult of the Amateur”• Distrusts the wisdom of the crowd• The demise of the expert• The Great Seduction:
http://andrewkeen.typepad.com
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My Sister Kerry
• Essiac Tea - Alternativetreatment for cancer
• Lots of chatter on cancerpatient online communities
• National Cancer Institutestudies showed that it actuallypromotes tumor growth
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Online Communities &Patient Resources
• PatientsLikeMe.com• Medhelp.org• DailyStrength.org• Organizedwisdom.com• Everydayhealth.com• Revolutionhealth.com• ACOR.org (OncoChat.org) - Online cancer
support community
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Why is Social Media Important?Think of this perspective:
• She (your patient or a family member)may have a blog
• Or, she may have 1,200 friends onFacebook
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Google Alerts
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Hive Marketing• Providing a gathering place for active
supporters of your brand• Then activating them so they can go
forth and tell your story• Brand evangelists• In this era of citizen journalism, brand
advocates are more credible (to some)than professional marketers
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Question: How can you beexpected to monitor these
conversations and manage yourinstitution’s brand if you areblocked from these sites?
Today, your reputation livesonline. Discussion?
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Write a Social MediaMarketing Plan
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http://www.wordpress.com
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http://www.ning.com
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Hospitals Adopting Social Media
• For examples of hospitals using socialmedia, go to http://ebennett.org/hsnl/
• Maintained by Ed Bennett of theUniversity of Maryland Health System
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Tufts Medical Center vs. BCBS
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Tufts Medical Center vs. BCBS
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Tufts Medical Center vs. BCBS
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Tufts Medical Center vs. BCBS
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Tufts Medical Center vs. BCBS
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Tufts Medical Center vs. BCBS
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Tufts Medical Center vs. BCBS
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Tufts Medical Center vs. BCBS
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Tufts Medical Center vs. BCBS
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Tufts Medical Center vs. BCBS
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www.YouTube.com
http://www.youtube.com/user/mayoclinic
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ICYou.com & Flip Video
http://www.icyou.com/channel/dan-dunlops-channel
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www.facebook.comhttp://www.facebook.com/home.php#/group.php?gid=20088101947
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LMC & The State Newspaper
Mobilizing Brand Advocates
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Lexington Medical Center Blog
• Great internal communications tool• On average 200 employees visit each
day• Beneficial external communications tool• Allows us to tell the LMC story without
media filters
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Lexington Medical Center Blog
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Lexington Medical Center Blog
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Seven Blessing and Seven Sins of Social Media
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Seven Blessings1. Search engine marketing & rankings2. Hive Marketing - Activating brand advocates3. Engage grateful patients and employees4. Communication without media filters5. Crisis communications expeditor6. Quick publicity for physicians and service
lines7. Low cost communications tools
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Seven Sins1. Failing to have a strategy before you start2. Fear - A loss of control; sudden transparency3. Cowardice - Panic in the C-Suite4. Requires vigilance and responsiveness5. Sloth - Social media requires time
commitment6. Free speech isn’t always pretty; someone is
always looking to be negative7. Gluttony - Too much, too fast (temperance is
better)
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“Only Really Young PeopleUse Social Media. Right?”
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Who Uses Social Media?• Nielsen 2009 Social Media Survey
– Two thirds of the World’s Internet population nowvisit online communities
– Account for 10% of all Internet time– Time spent on social media sites growing at three
times the rate of overall Internet growth– People 35 to 49 are Facebook’s fastest growing
audience– In the last year, Facebook has added twice as
many 50-60 year old visitors (14 million) as it has18 year olds.
– One third of Facebook’s audience is 35-49
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“What if Someone SaysSomething Bad?”
• They’re going to speak out whether youprovide a forum or not
• Wouldn’t you rather know what’s being saidand have a chance to address it?
• Most likely, five people will jump in and saysomething good; very democratic
• Difference between a brand detractor and anunhappy customer; you can win back anunhappy customer
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“It Will Take Too Much Time”• A partial truth• Be strategic in your use of social media• Repurpose content:
– Website– Blog– Facebook
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“It’s Too Complicated andOnly for Tech-Savvy People”
• If I can do it, anyone can do it• Start by getting involved• Join Facebook if you’re not already
there• Get a feel for social media• Start a blog but don’t make it public; live
with it for a while
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Online PR Tools
• PRLog• LinkedIn• EPR-Network• Pitch Engine• Flickr - Photo
sharinghttp://www.flickr.com/photos/3
2512493@N03/
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Next Steps & Homework
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Read a Book About Social Media• Groundswell, Charlene Li & Josh
Bernoff• Join the Conversation, Joseph Jaffe• Social Media is a Cocktail Party, Jim
Tobin and Lisa Braziel• PR 2.0, Deirdre Breakenridge• The New Rules of Marketing & PR,
David Meerman Scott
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Homework• Write a social media marketing strategic brief
for your hospital; keep it to two pages• Start following a blog regularly• Join Facebook & LinkedIn• Join my Healthcare Marketing Community at
http://healthcaremarketing.ning.com• Share an article, whitepaper or book about
social media with your executive team
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Contact Information• Dan Dunlop, President• Jennings• Blogs:
– http://thehealthcaremarketer.wordpress.com– http://healthcaremarketing.ning.com
• Website: www.jenningsco.com• Email: [email protected]• Phone: 919-929-0225