implementing web 2.0 strategies for healthcare providers
DESCRIPTION
How can you leverage Web 2.0 and social networks to empower your patients and providers, supplying them with innovative and effective web-based services and communities? How can they enable you to communicate more effectively and at lower costs? Many hospitals are rushing to use Facebook, Twitter, blogs, RSS, YouTube and other social media tools, but are they doing it right? Is the use of social tools part of a cohesive strategy? Join Edgewater's Internet Commerce Practice Director, Ori Fishler, for a complimentary webinar, where Ori will showcase opportunities for healthcare organizations to leverage Web 2.0 principles, as well as case studies of those who are doing it well.TRANSCRIPT
1
Implementing Web 2.0 Strategies forImplementing Web 2.0 Strategies for
Healthcare ProvidersHealthcare ProvidersApril 29, 2009April 29, 2009
Ori Fishler, Director Ori Fishler, Director –– Internet CommerceInternet Commerce
2
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 2
Corporate Overview
• Technology Management Consulting Firm – Provide a unique blend of specialty IT services – Leverage proven industry expertise in strategy, technology and
enterprise performance management– Focus on middle and Global 2000 market
• Founded in 1992– Headquartered in Wakefield, MA– Publicly Traded (NASDAQ: EDGW)– Offices in AR, FL, NH, NY, CA– + 300 Employees, +225 Consultants– Represented in over 30 states– +1900 projects completed to date
2
3
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 3
Internet Commerce Services
SearchSearch
Web AnalyticsWeb AnalyticsContent
ManagementContent
Management
PersonalizationPersonalization
E‐Marketing Services
E‐Marketing Services
Community and
Collaboration
Community and
Collaboration
E‐CommerceE‐CommerceMobile
Commerce and Content
Mobile Commerce and
Content
Customer Self Service
Customer Self Service
Core
Marketing
Sales
Service
4
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 4
Swine Flu – Who is Providing Information?
Search Volume for Swine Flu skyrockets
5
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 5
Agenda
• What is Web 2.0 in a healthcare context?
• The new reality of user expectations
• Opportunities in Healthcare
• Case Studies & Success Stories
• Questions to ask yourself
• Open Q & A
6
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 6
What is Web 2.0?
7
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 7
Web 2.0 is an attitude, not a technology. It’s about enabling and encouraging participation through open applications and
services.
Transparency, Openness, Collaboration, Interactivity,
Engagement
Web 2.0 Definition
8
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 8
Old Model
9
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 9
New Reality
?
10
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 10
Pervasiveness of Social Media
• Two-thirds of the world’s Internet population visit social networking or blogging sites, accounting for almost 10% of all internet time
• Facebook’s fastest growing demographic: 35 - 49
11
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 11
New World of Expectations
• Access
• Control
• Easy to use
• Anytime, Anywhere
• From any device
• Communicate
• Collaborate
• Interact
• Share
• Learn
• Contribute
12
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 12
Areas of Collaboration and Interaction
13
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 13
Goals and Benefits
• Extend the Local Health Community Online
• Improve Patient Care, Education and Prevention
• Drive Visits, Referrals, Consultations and Class Participation
• Improve AHP Involvement and Engagement
• Patient and AHP Loyalty
• Build and Enhance Relationships
• Expand Reach and Frequency of contact in a cost effective way
• Improve Operational Efficiencies
14
Case Studies and Success Stories
15
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 15
Creating a Vibrant Community
16
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 16
Direct Communications and Transparency
17
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 17
Adding Interactive and Engaging Content
18
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 18
Rise in Importance of Social Tools
19
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 19
Use for Community and Recruitment
20
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 20
Electronic Medical Records
21
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 21
60% of Physicians Interested in Social Networks
Physicians participating in such online communities are more likely to:
• Be primary care physicians;
• Be female;
• Own a PDA or smartphone;
• Go online during or between patient consultations; and
• Be slightly younger than the average physician.
Results are based on a Q1 2008 telephone and online survey of 1,832 practicing U.S. physicians.
22
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 22
Internal Collaboration
23
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 23
Questions To Ask Yourself and Your Organization
• Do we have an explicit strategy for interacting with our patients/AHP online?
• De we have defined goals and realistic expectations of outcomes?
• Does our web presence contribute to our community, business, and public purposes? Does it contribute to our bottom line?
• Have we minimized our service costs with online self-service options?
• Are we measuring the success of our online initiatives and marketing spend?
• Do we have a governance structure in place to support and maintain social media activities?
• What new skills and capabilities do we need?
24
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 24
Internet Commerce (IC) Practice
Web StrategyWeb Strategy
Business / Functional
Requirement
Business / Functional
Requirement
Vendor SelectionVendor Selection
Testing and DeploymentTesting and Deployment
IntegrationIntegration
Strategy
Planning
ExecutionCreative ServicesCreative Services
Usability and Interface
Development
Usability and Interface
Development
Web Development
Web Development
Product Customization
Product Customization
Program ManagementProgram
Management
• Web 2.0 Strategy
• Competitive Analysis
• Road Map Development
• Organization Assessment
• Operational Strategy
• Budgeting & Planning
25
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 25
Thank You for Joining Us
Contact info
Questions?
Thank You!
Ori Fishler, Director Internet Commerce [email protected] (201) 575-1158