This document provides an overview of a presentation on social media and its use in healthcare. It begins with definitions of social media and examples of popular social media platforms. It then discusses how social media is changing communication and its growing use in healthcare, including examples of hospitals that actively use social media. The document outlines some of the key capabilities of social media platforms like Yammer, Twitter, and blogs. It also reviews Banner Health's current use of social media and its policies regarding social media use. Finally, it discusses why healthcare organizations are using social media and how Banner employees can utilize social media.

1. Social Media orWeb 2.0

2. Agenda (Working slide) Introduction Definition & intro to Social Media Review results from pre-course survey Changing way we communicate, not a fad, etc Examples General use in media Power of it, etc - epidemic, disasters response, public notices, Banner staff Use in Healthcare List of most active hospital systems using it Growth and widespread adoption of use Examples of healthcare use Capabilities Yammer: What is Yammer, why participate? Everyone in audience set up Yammer account Twitter: Why be on Twitter How to get started Blogs: What is a blog, why have one? How to start a blog Use at Bannerhealth Twitter Yammer Sharepoint (wiki model) MS Live Linkedin Simulation System (VR) Wikis Yammer IM Virtual Reality (?) Concerns Unions campaigns Privacy issues (really no different from any other means of communication) Other uses Tweetdeck Simulation system – virtual worlds

3. Unions and Social Media Examples (working list only) http://www.pronetadvertising.com/articles/the-union-uses-social-media-to-slam-goodyear-tires.html http://www.charlespizzo.com/2009/03/10/social-media-unions-labors-clone-of-facebook/ This one is scary Stacy! http://alexwhite.org/2009/08/why-unions-should-embrace-social-media/

4. Good articles for data/quotes http://www.nytimes.com/external/readwriteweb/2008/10/22/22readwriteweb-health_20_economics_of_aggregation.html http://www.thehealthcareblog.com/the_health_care_blog/2009/06/unions-may-get-a-pass-on-health-care-benefits-tax.html http://unionreview.com/anti-union-comments-hill-blog-needs-your-e-activism Example of union campaigns already working the social media http://www.wedowebcontent.com/blog/whole-foods-facing-pr-nightmare-after-ceos-health-care-remarks.cfm Current example about the use of social media against a large corporation (Whole Foods)

5. Welcome! Faculty for today….. Housekeeping details… Feel free to move around. Cell phones on “stun” please Laptop sound level on ‘mute’ (Reminder: This course requires a laptop and a mobile device such as a cell phone with text messaging, PDA, Blackberry or iPhone. ???)

6. Introductions Introductions: Your Name Your Position and Facility

7. Session Objectives At the end of this session, the Leader will be able to: Demonstrate an understanding of what is social media and its use in healthcare Understand and explain Banner’s philosophy, policy, and practice for social media use. Demonstrate ability to access at least 2 social media applications. Identify uses of social media by Banner employees.

8. What This Session Is About… Revise these later… A high-level overview of what is social networking Exposure to social networking tools How these social networks are being used in healthcare today Why leaders need to understand this new frontier Understanding Banner’s strategy & policy Conclusion and Wrap-Up

9. …and What This Session Is Not Step-by-step training in each of the social networking tools How to circumvent Banner’s security

10. “A nice piece of technology, but it will never become a part of the practice of medicine” Quote by unknown physician, late 1800s.

11. Traditional Communications

12. Social Media in Health Care

13. SOCIAL MEDIA

15. What are people doing? Watching and sharing videos (83%) Visiting social networks (71%) Reading blogs (71%) Commenting on blogs (56%) Sharing photos (55%) Source: Universal Mc Cann Wave 4 (June 2009)

16. Most visited US sites Google Yahoo Facebook YouTube Myspace Windows Live Wikipedia Craigslist MSN eBay Blogger AOL Amazon Twitter Go.com (Disney) Of the top 15 most-visited sites in America, 8 are socially driven, and all 15 use prominent social elements. Source: Alexa.com/topsites/countries/US, Aug. 28, 2009

17. Categories of Social Networking Communication Email Texting (SMS) Instant Messenger Blogs Discussion Boards Twitter Yammer Information and Resources Wikipedia Blogs Yammer Podcasts 30 June 2009 v1 ©Banner Health Learning & Development

18. Categories of Social Networking (cont.) Networking Linked In Facebook MySpace Plaxo (Scope et al) Media YouTube Flickr MS Live 30 June 2009 v1 ©Banner Health Learning & Development

19. It’s about the Conversation!

21. A Look at the Numbers 200+ million active users 100+ million people log on at least once each day 3.5+ billion minutes spent on Facebook each day (worldwide) Fastest growing demographic is 35+ 30+ million active users accessing Facebook through mobile devices Mobile users are almost 50% more active than non-mobile source: Facebook press room

22. A Look at the Numbers It has become the single most talked about Web site since Facebook and grew 1,551% between June 2008 and June 2009. Tweeters are older than you think! 18-24 year olds 12% less likely than average to visit Twitter 25-54 year old crowd is driving this trend 45-54 year olds 36% more likely to visit Twitter, making them the highest indexing age group Next is 25-34 year olds: 30% more likely Source: Reuters reporter Alexei Oreskovic.

23. Where did Twitter come from?

24. Celebs on Twitter Ashton Kutcher: 3.3 million followers Ellen Degeneres: 3 million Britney Spears: 3 million Oprah Winfrey: 2 million Ryan Seacrest: 2 million Barack Obama: 2 million

25. Businesses on Twitter Today, 54% of Fortune 100 companies are on Twitter. They’re using it for: News updates (94%) Customer service (67%) Marketing and promotions (57%) Employee recruitment (11%)" Source: “Twitter is top social media platform at Fortune 100 companies,” Mashable, Aug. 3, 2009

26. Twitter helps businesses Raise awareness Offer proactive customer service Answer questions Promote events, products, services

27. Insert Dell customer service example

28. Social Media in theHealthcare Industry

29. According to EBennett.org Last Update August 19, 2009 351 Hospitals on social media sites 174 YouTube Channels 174 Facebook pages 253 Twitter Accounts 31 Blogs

30. "Patients in aggregate behave very differently than when solo. Think about what you do when you get a bad diagnosis - you fire up Google, find out who has what you have, and then talk to them. That ability, for patients to pool their resources, is a massive change to the health industry.” Clay Shirky, speaker at Healthcare 2.0 conference, October 2008 New York Times, October 2008 The Power of Social Mediain Health Care

33. CarePages Insert screen shot

34. Insert Facebook page for Cleveland Clinic

35. Insert YouTube Channel for Mayo Clinic

36. Insert Blog page for Henry Ford Health System – Women’s Health

37. Insert Sherman Health blog

38. Disaster ResponseInnovis Health –Fargo ND

39. Current Social Media at Banner Health

44. MS Communicator

45. MS Live (a separate course for Leaders is offered on this)

46. Linked In

47. Yammer (behind the firewall)

48. Twitter

49. Facebook

52. Public Relations (push)

53. Building the Banner Brand

54. Collaboration

56. Televideo

57. Use of webcams

58. SharePoint

60. 30 June 2009 v1 ©Banner Health Learning & Development How Banner employees can use Social Media

61. Virtual Worlds Robin to present…?

62. Wiki’s Story about Mark Zuckerman and Facebook Powerful tool for collaboration and learning Examples of being used at Banner Presented by Mark Smith

63. Key audiences & tactics