Health Care Social Media Camp - Twitter Presentation
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j.mp/ kemphcsm Be Helpful + Create Value Kemp Edmonds
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This presentation was originally prepared and presented to the Quality Forum Conference in Vancouver, BC on March 7th, 2012. Thanks to helpful resources and other storytellers. kempedmonds.com
Transcript of Health Care Social Media Camp - Twitter Presentation
j.mp/kemphcsm
Be Helpful +
Create Value
Kemp Edmonds
It’s new + It’s growing; Trust is in others
• >50% of Canadians have an account on
• 13% of online Americans use
• 17% trust marketing and advertising
• 84% trust recommendations from others like them
Sources:InsideFacebook.com (US) Feb. 2011Pew Internet Research (US) Sept. 2011 AdAge Report 2011.
Nearly 100% of online users…
Use email
Use a web browser
Use web search
Important Questions
• Are you providing value through your website• Do you have positive testimonials?• Do you have a blog?• Does your organization respond to email?• If you don’t have a great product or service…
• Social Media often comes last and should.
theconversationprism.com
Online Communication Channels
CONFIDENTIAL Copyright © 2009 Constant Contact, Inc.7
Build from common sense…
• Be responsible• Follow the rules• Be transparent• Take Ownership• Respect your audience and colleagues
Where did this come from…?
…and finish with the job at hand.
• Add value• Protect the brand• Be accurate• Do not reveal secrets• Do not forget your day job
Canada Post Social Media Employee Policy, 2011.
COMMUNICATING
Answer the Social Telephone
Understand Language
Twitter language looks bad on Facebook.
It looks worse on LinkedIn.
Understand Different Ecosystems
Blockbuster ignored DVDs-by-mail. Netflix was allowed in and won.
Borders failed to adapt their business modelAmazon took the cake
BEST PRACTICES
The change is rapid… focus on quality content and
relationships
Customer ServiceSERVICE
KNOW YOUR AUDIENCE. CREATE VALUE
BE HELPFUL, BE AVAILABLE.
What can health care do?
Examples, Successes & Best Practices
Friends and family have more influence than ever online, especially with the rise of online reviews and referrals.
Curate news & content relevant to your audience
CareZone gives caretakers a productivity tool to manage the people who depend on them
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Connect Stakeholders
Mayo Clinic endorses an open policy, is responsive in the community
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Mayo Clinic connects people with similar health concerns and experiences - Support
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The Mayo Clinic Connect community posts blog articles multiple times daily. There are 66 discussion categories on the
forum, and new topics are posted multiple times a day.
Live Tweeting S
urgery for Education
Fitbit and Nike+ change the way people monitor their personal health - Preventative
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Emergency assistance is possible. Traditional systems rule.
Cake Health helps people manage their healthcare and save money at the same time
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Key Takeaways
1. Create Value2. Be Helpful3. Develop Relationships4. Use Common Sense5. 140 Health Care Uses for Twitter: j.mp/healthcare140
Questions Welcome
This presentation is available for download and review anytime: j.mp/kemphcsm
kempedmonds.comTwitter: @kempedmondsEmail: [email protected]
Special thanks to Ajay Puri
