Hospitals and Social Media - NACHRI
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My presentation at the March 9, 2010 NACHRI conference
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Hospitals and Social Media - NACHRI
- 1. Social Media and the UMMC Experience Ed Bennett, Director of Web Strategy University of Maryland Medical System NACHRI 2010 Creating Connection - March 2, 2010
- 2. Agenda Page What is Social Media? How are U.S. hospitals using these tools? Current statistics Our experience at UMMC Examples from other organizations 1 2 3 4 5 The ROI issue Getting started 6 7
- 5. Page It’s a bunch of Web Sites with very silly names
- 8. Current Hospital Social Media Accounts Page
- 9. Rapid Growth – YouTube and Twitter Page Number of Hospital Accounts by Month
- 14. UMMC YouTube Channel Page The "Secret Sauce" for getting viewers: Detailed Descriptions
- 20. The UMMC Blog Page medcenterblog.org
- 21. The UMMC Blog - Widgets Page
- 22. Social Media Connections - Two Examples Page YouTube Video >
- 23. Social Media Connections - Two Examples Page YouTube Video > Comment >
- 24. Social Media Connections - Two Examples Page YouTube Video > Comment > Blog Post >
- 25. Social Media Connections - Two Examples Page YouTube Video > Comment > Blog Post > Patient Success Story
- 26. Social Media Connections - Two Examples Page Site Video >
- 27. Social Media Connections - Two Examples Page Site Video > YouTube >
- 28. Social Media Connections - Two Examples Page Site Video > YouTube > Blog >
- 29. Social Media Connections - Two Examples Page Site Video > YouTube > Blog > Comment >
- 30. Social Media Connections - Two Examples Page Site Video > YouTube > Blog > Comment > Twitter
- 31. Social Media Connections - Two Examples Page Site Video > YouTube > Blog > Comment > Twitter > Facebook
- 32. Page http://ebennett.org/children/
- 33. Examples from Other Organizations Page
- 41. Page Crisis Communications – Scott and White http://twitter.com/SWHealthcare
- 42. Page Development – Valley Medical Center $840,000,000
- 48. Thank You Page Edward Bennett Director, Web Strategy University of Maryland Medical System 410-328-0771 Work 410-929-3750 Google Voice ed@ebennett.org / ebennett@umm.edu twitter.com/edbennett delicious.com/edbennett slideshare.net/edbennett
Notas del editor
- It’s fundamentally different than traditional one-to-many models. Models that give complete control to the publisher.
- This answer is based on the idea of SM as a basic tool – which can be used in many ways.
- Here's are a few of the ways Hospitals are using Social Media right now. (focus on the Patient Ed / Customer Service / Brand monitoring points)
- Time: 2 min. Agenda Item: What does the future hold and how can you be prepared? Discussion Points: Ed copy: ”…The end of traditional push websites” What to expect: These services will continue to grow and grab attention (time spent on site). Expectation that your organization will be available where they “live”. Expectation that feedback, commenting, mash-ups, and sharing of your content will be integrated into their community. The end of traditional “Push-only” Web sites. Speaker Lead: Ed with Jeff question
- Time: 2 min. Agenda Item: What does the future hold and how can you be prepared? Ed: “ Here’s the most common question I see about Social Networking, along with my somewhat flippant answer (courtesy of David Meerman Scott). The point is that these things are simply expected as part of doing business. They are part of good customer service, being a part of the your local community – providing the basic services expected by a hospital. And while a social media presence isn’t expected now, it will be in the near future”
- Time: 2 min. Agenda Item: What does the future hold and how can you be prepared? Ed: “ Here’s the most common question I see about Social Networking, along with my somewhat flippant answer (courtesy of David Meerman Scott). The point is that these things are simply expected as part of doing business. They are part of good customer service, being a part of the your local community – providing the basic services expected by a hospital. And while a social media presence isn’t expected now, it will be in the near future”
- Time: 2 min. Agenda Item: What does the future hold and how can you be prepared? Discussion Points: Ed copy: ”…The end of traditional push websites” Ed: “ …so instead of ROI, think about Return on Connections. – What is the value of: Positive Word of Mouth Service Recovery Message Influence (not control) Brand Monitoring Instant Feedback