marketing binder

SOCIAL MEDIA&MARKETINGPOLICY

INNOVATIONSS U P P O R T

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Marketing Strategies Case Managers

Abstract: This document studies examples of case manager frustrations found on various blogs and online forums. Along with the examples are ideas and or solutions that may or may not be executed by Support Innovations. The purpose of this document is to: 1) finalize an agreement on what strategies to utilize, and 2) decide what the next steps are to implement the chosen strategies.

http://caseworker30.wordpress.com/

When Clients make things more difficult…

December 4, 2009Some days you just feel like ramming your head into a wall when you ask clients to do simple things,and they just can’t be bothered. Or better yet, they keep coming back to see you over and over andover until they get the answer they want to hear, which in most cases is still no.Then, my personal favorite. Your supervisor asks you why you haven’t told him to bring in certaindocuments or to get certain documents, which is usually around the time I begin to have somewhatof a breakdown, and I respond in the best, most rational voice I can find, “I ‘VE BEEN ASKING HIMALL WEEK!”

Problems

- “clients to busy to be bothered”- “I’ve been asking him all week”- The overall tone of the caseworker seems individualistic. The caseworker seems to think they are in it alone, thinking everyone is an opponent rather than a team.

Ideas

- We are never busy, and can always answer a question, always here to be bothered.

- We create a 48 hour document guarantee, If we are called about a document, we wont takemore than 48hours to send it to them. If we fail....(insert idea here: maybe they get a $5 gift card, why not, it’ll show we are serious. and it will raise the standard of urgency in the industry, making us leaders in a potential category of business.

This is a caseworker/ manager blog about the stresses involved in the industry. This person works for Social Services. might be a good resource of connection for case managers to read to blow off steam.

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NOTES:

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Abstract: This document studies examples of case manager frustrations found on various blogs and online forums. Along with the examples are ideas and or solutions that may or may not be executed by Support Innovations. The purpose of this document is to: 1) finalize an agreement on what strategies to utilize, and 2) decide what the next steps are to implement the chosen strategies.

http://caseworker30.wordpress.com/

When Clients make things more difficult…

December 4, 2009Some days you just feel like ramming your head into a wall when you ask clients to do simple things,and they just can’t be bothered. Or better yet, they keep coming back to see you over and over andover until they get the answer they want to hear, which in most cases is still no.Then, my personal favorite. Your supervisor asks you why you haven’t told him to bring in certaindocuments or to get certain documents, which is usually around the time I begin to have somewhatof a breakdown, and I respond in the best, most rational voice I can find, “I ‘VE BEEN ASKING HIMALL WEEK!”

Problems


Ideas



This is a caseworker/ manager blog about the stresses involved in the industry. This person works for Social Services. might be a good resource of connection for case managers to read to blow off steam.

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NOTES:

http://caseworker30.wordpress.com



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All I can think about is how much I hate my life!

I'm new to nursing, been working a little over six months. I'm a case manager for a hospice company. Hospice is the area that I wanted to work in and I like that part of it but I feel like I'm being worked to death! My case load is 25 patients. I have an LVN. I work at least ten hours a day Monday through Friday and at least 5 hours on the weekend to get caught up on paper work. Most days I don't even eat lunch. I'm so exhausted and stressed out All I can think about is how much I hate my life! Is this normal? Does it get better?

Problems Ideas

- super stressed

(no support staff)

- sought out a blogger

for advice

- we become their support staff

- offer resources, local

counselors, articles on stress

management.

http://allnurses.com/hospice-nursing/overworked-hospice-nurse-507378.html

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NOTES:



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The reality is that we work with populations that many folks in society don’t want to even acknowledge. If society does recognize the issues, they certainly don’t want to pay fix it; just make it go away. If a person suffers from Chemical Dependency or Mental Illness, society still sees them as weak willed and “lazy.” I don’t know how many times I’ve heard people ask me, “How can you work with ‘those’ people.” My response is that any one of us, no matter your education, affluency, income, heritage, etc. could some day be in the same position. It only takes one car accident to cause a traumatic brain injury; one trauma to instigate psychiatric deterioration or addiction, etc. I would like to be able to see an increase in my income. It has gone down over the last ten years. I spend much of my day trying to figure out how to get paid, justifying my job, rather than providing much needed advocacy and support. I went into Social Work because I believe I have a lot to offer and also want to achieve the American Dream. My income was poor before the recession; it’s worse now and I’m praying to keep my home.

“How can you work with ‘those’ people.”

Problems Ideas

I don’t wish for anyone to feel sorry for me as I know many folks in all professions are in the same boat or worse. I would just like the country to know that there are great people out there doing good things and we deserve to be reimbursed adequately.

“”Kassandra Scott, LSW

- Society doesn't know there are great people doing good things deserving to be reimbursed adequately.

- Send in a letter to (select) case managers bosses once a month praising a certain case manager, telling them if anyone deserves a pay raise, promotion, or bonus it is “this” person for these specific reasons. In hopes of helping them get “reimbursed adequately.

- Praise “case managers” in general on facebook, emails (maybe some quote under our signature about how great case managers are.

http://www.socialworkersspeak.org/cheers-and-jeers/social-work-low-pay-high-stress.html

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Happy National Case Management Week

Posted on October 14th, 2011, by Home Care Services Experts

We hope case managers everywhere had a happy National Case Management Week! We work with case managers, care coordinators and social workers every day and we appreciate your dedication and compassionate care not only this week, but every week of the year. National Case Management Week is dedicated to celebrating the contributions case managers make and educating the public about the significant work they perform. Case managers are a vital resource to patients and families coping with complicated situations. Working in hospitals, insurance companies and other health care settings, case managers expertly guide individuals and families through the continuum of care, helping them to achieve a better quality of life. The tireless efforts and advocacy of case managers touch many lives and we applaud you for your continued commitment to providing quality care. And lastly, share your thoughts with us. Comment below and tell us what you did to get the word out about National Case Management Week or tell us how your support made a difference.

http://www.comforcareblog.com/blog/happy-national-case-management-week

-This organization took note of national case management week. Maybe we can do something as a company that week focusing on our case managers. Post it on fb, or any other ideas. I found many websites / blogs in the industry with similar posts.

Problems Ideas

- Lack of recognition- Lack of communication

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NOTES:



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Problems Ideas

- Lack of recognition- Lack of communication

- Society doesn't know there are great people doing good things deserving to be reimbursed adequately.

- super stressed

(no support staff)

- sought out a blogger

for advice




- we become their support staff

- offer resources, local counselors, articles on stress management.

- Send in a letter to (select) case managers bosses once a month praising a certain case manager, telling them if anyone deserves a pay raise, promotion, or bonus it is “this” person for these specific reasons. In hopes of helping them get “reimbursed adequately.

- Praise “case managers” in general on facebook, emails (maybe some quote under our signature about how great case managers are at their job.

-This organization took note of national case management week. Maybe we can do something as a company that week focusing on our case managers. Post it on fb, or any other ideas. I found many websites / blogs in the industry with similar posts.

- We need to be immediate in our responses, and respectful. -make your annual meeting engaging, include visual aspects, processes, charts of progression on improvement instead of just numbers and percentages. -Ask them for advice, even if you already know what you are doing. -give them choices, and offer them things -want a bottle of water, soda? - give them control, lead the meeting, but ask “____, I’m I go over the right things, is there anything I’m looking over, did you want to ask so and so any questions before we move to the next part. - support innovations case manager of the year award? just an idea.

- We need to call and check up on case managers, once every two or three weeks “hi, this is ____from support innovations, just wanted to check in, see how you were doing, see if you needed anything from us, any updates, paperwork, if not great, but just let US know. you can reach me anytime, and if I dont pick up, I will call you back ASAP.”

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1) finalize an agreement on what strategies to utilize.

2) decide what the next steps are to implement the chosen strategies.


Marketing Strategies Centre:__________

Marketing Strategies Checklist

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THANK YOU CARDS

CASE MANAGER TOURS

PHONE/ EMAIL UPDATES

ASKING FOR IT

LETTERS OF PRAISE

A ‘THANK YOU’ CAN BE VERY REWARDING IF DONE APPROPRIATELY. WE THINK CASE MANAGERS ARE MUCH DESERVING OF CONSTANT ‘THANK YOU’S’. PLEASE KEEP IMPLEMENTING THIS STRATEGY IN THE COMING MONTHS. THERE IS ALWAYS A CASE MANAGER TO THANK FOR SOMETHING IN THIS INDUSTRY.

YOUR SITE HAS VENTURED INTO VOLUNTEERISM AND PURPOSE DRIVEN PROJECTS! THAT’S WONDERFUL! DOES ANYONE OUTSIDE OF YOUR TEAM MEMBERS KNOW ABOUT THE THINGS YOU DO? ARCHIVE YOUR PROJECTS. AFTER EVERY ANNUAL MEETING, GIVE EVERYONE A TOUR OF THE SITE, DISPLAY YOUR PROGRESS!

HAVE YOU BUILT A SOLID RAPPORT WITH ANY CASE MANAGERS? IF NOT, BEGIN DOING SO THROUGH PHONE AND EMAIL UPDATES. CALL TO SEE IF THEY NEED ANYTHING, AND ASK THEM HOW THEIR WEEK IS GOING. WE WANT OUR CASE MANAGERS TO ALWAYS BE THINKING OF US.

ONE OF OUR MAIN GOALS IS TO GAIN REFERRALS. NEXT TIME YOU ARE IN A CONVERSATION WITH A CASE MANAGER, DON’T FEEL HESITANT ABOUT ASKING THEM FOR REFERRALS. SOMETIMES IT TAKES A LITTLE PUSH TO FIND OUT YOUR SITE COULD BE IMPROVING A POTENTIAL CUSTOMERS’ LIFE.

MANY OF OUR CASE MANAGERS ARE VERY DESERVING OF PRAISE. WE DESIRE TO OFFER CASE MANAGERS THE BEST KIND OF PRAISE. PRAISE FROM THEIR BOSSES! SEE AN AMAZING EFFORT? WRITE A LETTER ABOUT IT AND SHOOT IT TO JOANN OR TIM. THEY’LL TAKE IT FROM THERE!

SOCIAL MEDIA6 INTERNET SERVICES ALLOW YOU TO INTERACT WITH OTHERS AND SHARE / CREATE

CONTENT THROUGH ONLINE COMMUNITIES. WE CURRENTLY UTILIZE A WEBSITE, FACEBOOK, PINTEREST, YOUTUBE, TUMBLR, INSTAGRAM, AND A COMPANY BLOG. WE MUST ALL BE ADVOCATES OF QUALITY CONTENT CREATION. WHETHER ITS ARCHIVING PROJECTS, SHARING A FACEBOOK POST, OR WRITING A BLOG ARTICLE, ITS ALL FOR THE BENEFIT OF THE CUSTOMERS.

Marketing Strategy:Thank You Cards

What are they?

Who gets them?

When to send?

What to say?

Quality Control

Thank You cards are site printed, thoughtfully written cards that reflect not only our appreciation, but our passion and standard.

Our Thank You cards will be sent to case managers, family members, residential staff, and anyone that is deemed appropriate to receive a Thank You card from Support Innovations. Usually the Team Leader will make a final decision if there seems to be any vagueness.

These Thank You cards need to be sent out to case managers immediately after an annual meeting. Any other recipient of our Thank You cards may receive them at any time. Our goal for the next 6 months is to send out at least one Thank You card per week.

Thank you cards need to be thoughtful, but not personal. Do not include any customer names. Do not include any other information that may break HIPAA regulations. More importantly, do point the recipient, indirectly, to our website and/ or facebook page. This is key in developing our online presence as well as our reputation and brand.

These cards absolutely must carry a high standard in their presence. They must be printed in color, on card stock. Who ever attended the annual meeting, or feels led/ is assigned to write a thank you, will do so in a very representative fashion considering you are speaking on behalf of your site, your co-staff, and the entire company. There are 3 templates you may use if you choose to do so, located in the forms folder on the computer. Once the card is printed and sent out, a quick email will be sent to [email protected] informing him of the recipient and reason.

mailto:[email protected]

mailto:[email protected]

Even if you are on the right track, you'll get run over if you just sit there. Oliver Wendell Holmes

In preparing for battle I have always found that plans are useless, but planning is indispensable.

Dwight David Eisenhower

If you’re not serving the customer, your job is to be serving someone who is.Jan Carlzon, ex-CEO SAP Group

Marketing Strategies

Strategies to market the services of Support Innovations, both online and offline.

What we want... 1How we want people to see us... 2Execution... 3Online Goals... 4Offline Goals/ Tips... 5

What Do We Want?

Growth / Personal feel of company

Strong Referrals

More Referrals

More Awareness

Partnerships

The battle lines between the need for growth and the desire to keep the community atmosphere are obvious. We desire growth, without the loss of the close knit family business feel, or the high valued personal service.

We're meeting the needs of people that don't want to be treated as social outcasts. With that in mind, we desire a strong referral base. Advocates who understand our values and are passionate about what we do.

We understand that referrals can make a huge difference in our success. We don't want to leave them to chance. Getting an organized plan for generating many of them is key.

In order to grow, we have to exist in every arena of our culture. If we are not there, than our competition is. We are not in it for the numbers, we truly care about our services and customers, however we desire to bring our highly personal service to as many individuals as we can.

We look around our industry and see a sad standard of asking the world to help us in our ventures. Support Innovations desires to do the opposite. We want to exceed the standard and ask the world if we can help them in their ventures.

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People need 9 “Touch Points” for them to even think of you.

We have to turn our Case Managers, customer family members, employees, and facebook followers from ʻrepeated actions/enthusiastsʼ, to advocates.

People have to see us as...

Reputable

A Resource

A Guide/Leader

- through on - site services (offline activity)- through off - site services (online activity)

- we have to become their personal resource for everything within our industry. Even if that is as simple as pointing them to their case manager.

- we have to look like we are the experts in our field,even if we have competitors bigger than us.

Ads (Print, Web, etc)

BlogsSearch Engines

DomainDirect Mail

EmailAll sorts of

Social Media

How we want people to see us?

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Execution

How?

Dominate

Develop PointWe have to point people,

both online and offline, to our content in order to be a

resource.

We have to develop our reputability in order to be

leaders. We might know we have great resources, but others don’t. We might know our opinions and

decisions within the industry are “right”, but others do not know why.

We have to dominate our online and offline presence, even if right now no one is

looking at it.

Strategic PlatformsPartnerships-develop and

strengthen both online and offline

activity on all fronts (staff, customer,

organization)

Facebook-posts, updates, comments 2 to 3

times a day

Email-Very limited, once a

week.

Youtube-video archive, history, news, services, intro,

Vimeo-video archive, history, news, services, intro,

Google+-posts, circles,

updates, pictures, links.

Etsy-Awareness, pictures,

links

Pintrest-Awareness, pictures,

linksWikipedia

-Awareness, pictures, links, resources,

history, etc

FourSquare-Awareness,

reputation, claiming your online property.

LinkedIn-Awareness,

reputability, links, recommendations,

Website-Awareness, pictures,

links, history, claim online property.

And Many More..

Blog-Awareness,

reputation, claiming your online property.

Reputability. Seeming human.

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S O C I A L M E D I A&MARKETINGP O L I C Y

Risks

...that come from social networking and marketing are not significantly different from any other type of interaction between employees of an organization and members of the public, but when you add the use of technology, they can be made worse.

Support Innovations recognizes that its employees as individuals and customers may wish to create, maintain and participate in external social networking tools and websites. The Social Media Policy established by Support Innovations ensures that the company is protected where such use can be attributed to the organization, whether directly or indirectly.

The Social Media Policy defines the main mentality that need addressing when employees take on the use of social networking tools within the organization, and about the organization.

The content of the Social Media & Marketing Policy for the use of social media and marketing should be simply added with existing policies and codes of conduct related to behavior, professionalism, as well as Hippa guidelines.

Impact ...from availability of tools like Facebook, LinkedIn, Google and Pinterest, has generated new expectations within the workplace as well as the customers it serves. This networking and partnership mentality creates an extension that reaches outside the walls of Support Innovations as a conventional stationary entity.

The concept progresses on the values and techniques of the company, while maintaining it's overall mission to meet the needs of its customers by aiding customers in meeting the needs of their community.


Opportunities ...Social networking provides aim to improve the productivity of a company by connecting people with each other. These opportunities allow information to be available when and where it is needed.

Social networking creates a level of visibility. This kind of visibility can facilitate “viral” innovation, improving the speed of information flow and/or the branding Support Innovations desires.

Engaging in public social networks as a company aids in attracting potential customers and recruiting the right talent the company is looking to draw.

Online discussion, engaging with relevant communities, and displaying the values and mentalities of the company makes the company autonomous rather than stagnant.


Threats ...exist when implementing purposeful use of social networks. The risks of making people and company information visible, are not unique to social networking, however the technology can increase the heightened risk.

Sensitive or classified information may not be

posted on internal or external social networks,

making it visible to those who are not authorized

to view it and creating a liability to the company

through violations of security, control, Hippa,

ethical standards, and certain laws associated with this industry.

• Classified information should never be posted to any kind of social network.

• A Designated employee of the company, who can speak on behalf of the company, will address heavy issues or questions brought upon via Social platforms. Forward any questions and concerns to the designated employee.

• Adhere to image and brand management techniques – such as regularly searching for Support Innovations on social network sites and responding to information that is damaging, either throughdialogue or through having it removed from the site by the administrators.


...establishes and communicates clear guidelines on appropriate use of social networks, providing an overall mentality of online etiquette, and “response time” expectations.

Our whole mission so far has been to build our company brand, transform people who know us into advocates, and increase referrals. These are great goals, and here is what we have done so far!

1. Established an online presence We have been developing our brand via our website www.supportinnovations.com, our Facebook page, our Pinterest account, and our Marketing Strategies.

2. Follow ups Our hard working case managers were not receiving the appropriate praise they deserved for all the hard work they accomplish. We have implemented a thank you note mentality within this company. If you haven't sent a thank you note recently, please do so. There is always someone to thank (always someone to transform into an advocate of Support Innovations.)

3. Developing Partnerships Our partnerships, as well as our amazing services, are what drive this company. Our progressive and innovative take on volunteerism within the industry is what will direct people to us. Each site has developed specific partnerships that offer purpose to our customers, and a strong reputation for the company.

Keep in mind, this work to gain strong advocates/ standard/ reputation, will be greatly beneficial to our customers.

This Social Media & Marketing Policy


http://www.supportinnovations.com/

http://www.supportinnovations.com/

I. Purpose of Social Media Presence and Policy

It is important that employees of Support Innovations are active in the company’s social media presence in order to strengthen Support Innovations’ brand, gain referrals, and provide a positive light on the services we provide.

II. Be smart

1. Use good judgment. Ensure that the information provided is relevant and represents the mission and views of Support Innovations.

2. Consider the audience. Most social media channels are public and can be seen by coworkers, customers and their families, case managers, partnerships, and future relationships.

III. Be respectful

1. It is imperative that confidentiality is protected. Pictures and videos are encouraged, but they cannot contain the faces of any individuals we support.

2. Comments, posts, and pictures should be presented in a positive and professional manner. Harassment, threats, and discrimination will not be tolerated.

IV. Be responsible

1. Engage in creating and maintaining an online presence.

2. Those who engage in social media channels will be held accountable for the information they provide.

3. Be aware of copyrights in order to avoid plagiarism.

I have read, and understand, the Support Innovations use of Social Media within company practice. I acknowledge and will adhere to the above guidelines.

Team Member Signatures: __________________________ _____________________________

___________________________ _____________________________

___________________________ _____________________________

Team Leader Signature: _________________________________

Executive Director: __________________________________ Date: _____________________


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