Hive StrategieS HelpS HoSpitalS engage patientS tHrougH Social media.

a guide for hospitals

in social media

responding tonegative comments

don’t let fear of negative comments hold you back

A survey found that only

two percentof social media comments are negative.

Focus on the rewards: social media pays big dividends.

For success,

plAn AheAd.Follow these important steps:

adjust your listening attitude

Negative comments provide insight and opportunity.

treAt negative comments like any other complaint.

conversationmonitor the

regulArly monitor your social networks, blogs and the web for negative comments.

doN’tjump the gun

Ask three questions: 1. Who is this persoN? 2. is he askiNg for a respoNse or

just veNtiNg? 3. Where should the respoNse

come from?

folloW theseeight rules of response

oNe:don’t delAyyour response.

tWo:respond on the same channel first.

three:be honest.

four:use cAlm, relaxed words.

five:don’tget defensive.

six:Focus on Feelings; don’t debate facts.

seveN:hAve conversAtions,not arguments.

eight:remember hipAA;say what you can.

avoid the urgeto purgedon’t delete negative comments.

explain any

deletions.if you must delete a comment due to language or hipAA violation, explain why.

private meetinginvite a

real names oNly, please

require commenters to register using their own names.

payoff: stronger relationships with patients, their families, and your community.

visit www.hivestrategies.comto download a detailed e-Book on this suBject