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Transcript of Communicating a Culture of Health · Hint. Positioning health as a “Grim Reaper” ......
© 2011 George Pfeiffer
Communicating a Culture of Health
Leveraging Communications to Optimize Employee Engagement
George J. Pfeiffer, President, The WorkCare Group, Inc. [email protected]
© 2011 George Pfeiffer
What are going to cover?
Getting grounded Promoting and developing a brand identity Promoting to management Leveraging employee networks Programming is communicating Future trends
© 2011 George Pfeiffer
Getting Grounded
We conduct an annual communications audit to assess our organization’s formal and informal communications channels and ratings of current communications.
Our health promotion/well-being communications are aligned with our organization’s business and health management/well-being goals and objectives.
Based on our organization’s communications channels we have implemented a communications plan that leverages identified channels in order to optimize employee outreach, education, and engagement.
Our health promotion/well-being program has a unique brand and identity (e.g., logo, slogan, mascot, spokesperson) that is used across all media and promotions.
Source: HealthLead™ Workplace Accreditation Program, US Healthiest, 2010
© 2011 George Pfeiffer
Getting Grounded
Our communications are aligned with the preferred “learning styles” of our population and are sensitive to the health literacy of our target audience(s).
We have a dedicated health Web site or access through a third-party vendor (e.g., health plan) that addresses our organization’s health needs and interests and promotes internal and external health resources.
To promote transparency, our organization prepares and distributes an annual “state of health report” to our work force.
We cross-promote the value of our health promotion/well-being programs in our other company communications (e.g., employee newsletter, corporate responsibility reports, annual reports, news releases).
Source: HealthLead™ Workplace Accreditation Program, US Healthiest, 2010
© 2011 George Pfeiffer
Getting Grounded: Intent of Communications
Awareness Knowledge Skills Motivation/Engagement Reinforce/Support Behavior
© 2011 George Pfeiffer
First Steps: Identifying Your Channels
What are the formal and informal communication channels within your organization? Periodic sample audits Panels
Preferred communication channels? Key “influencers”? Brand awareness? Value of initiatives? Influence? Engagement?
© 2011 George Pfeiffer
First Steps: Massaging Attitudes
Communications first and ongoing role is to create an attitudinal shift of the end user to be open to considering “health.” Inform/decide Be open to options Weigh the relative value of each option Weigh the investment
© 2011 George Pfeiffer
Personal Return on Investment
Will my investment (e.g., money, time, effort, sacrifice) within this activity or activities, provide me with greater value as compared to the status quo?
Bottom line? Promotional/marketing campaigns need to position the “product/service” within
the context of PROI.
Hint. Positioning health as a “Grim Reaper” strategy is short sighted and doesn’t work.
© 2011 George Pfeiffer
Personal Return on Investment
Marketing programs need to address quality of life issues/benefits.
Hint: The more you can promote the tangible benefits of a health action/commitment the better the chances of engagement.
Conundrum: Incentives are becoming the “buy in” promotional strategy to drive participation. When will people become engaged without the monetary carrot?
© 2011 George Pfeiffer
Personal Return on Investment
Conundrum: The realities of employee health requires organizations to focus on managing health risks and chronic conditions in order to address total costs.
Hint. Organizations need not only to question the cost-effectiveness of their health management
initiatives, but also ask themselves:
“How life effective are our programs?” You are selling well-being!
© 2011 George Pfeiffer
Virtual Communication Model
Providing health information and support through electronic and telephonic networks.
Issues: The “Program” is the screen Computer literacy “On the clock” anti-access policies Competition between other health sites Branding Doesn’t necessarily create and communicates a
“Culture of Health”
© 2011 George Pfeiffer
Virtual Communication Model
Providing health information and support through electronic and telephonic networks.
Advantages: Impact dispersed populations Scalability Distribution of content Affordability 24/7 Power to connect populations (e.g., affinity groups)
© 2011 George Pfeiffer
Need to Mix Soft and Hard Communication Applications
Soft Applications Print Video Group Events Person to Person
Hard Applications Internet Telephonic Smart Phones E-Readers
© 2011 George Pfeiffer
Soft Communication Applications
Lay leadership networks Mentoring Contracting health management companies/not-for-
profits Rotating road shows: health screenings,
orientations Point of Service—health coaching/counseling
© 2011 George Pfeiffer
Hard Applications
E-health: computer, tablets, smart phones General health information Health risk assessment Risk Intervention/Tailored content Medical consumerism/Information therapy Social marketing (e.g., Facebook, Twitter.
YouTube)
© 2011 George Pfeiffer
Hard Applications
Social Marketing Platforms: Affinity Group Supports Risk Intervention/Tailored Content Medical Consumerism/Patient Advocacy
© 2011 George Pfeiffer
Hard Applications
Telephonic: information and support systems General health information/audio health libraries Nurse lines Health risk assessment/keypad Health coaching Disease management Case management
© 2011 George Pfeiffer
Hard Applications
Video: information and support systems General/specific promotions Testimonials “How to” tutorials Management visibility Staff promotion
© 2011 George Pfeiffer
You Are Selling a Product!
Need to have brand identity. What does the brand represent? What does it make me feel? Does it represent value to me?
The brand helps create and reinforce the culture. The brand helps “massage” the attitudes of your
target market/audience.
© 2011 George Pfeiffer
Marketing Programs: Pitching the Product
It is helpful to align your organization’s culture and the nature of your business when developing key messages.
• Sales • Service • Manufacturing • Hospitality • Financial • Healthcare
© 2011 George Pfeiffer
Promoting/Communicating to Management
The Value of Keeping Your Management Informed
© 2011 George Pfeiffer
Promoting/Communicating to Management
Often CEOs Not Aware of Business Case Continual rises in health care costs can be
reduced through health management initiatives Employee health should be seen as an
investment to be maximized rather than a cost to be minimized Employee Performance Business
Performance
© 2011 George Pfeiffer
Leading by Example
Highlights the direct & indirect costs of poor health
Convince CEOs of the business case for investing in worksite health through a peer-level initiative
Transform the American healthcare system to emphasize prevention rather than treatment through CEO influence
www.prevent.org/LBE
© 2011 George Pfeiffer
The Dow Chemical Company
Company health strategy Preventive emphasis in benefit plan Relevant workplace health policy Over 85% of North American
employees voluntarily participate in one or more health services each year
“In 2004, we launched a simple yet dynamic Health Strategy that took our business case for health investment to the next level. This strategy is sharply focused on improving Dow’s financial position by promoting better health, and features tough goals and clear metrics to ensure forward progress. Our top two priorities are prevention and quality and effectiveness of health care.”
-- Andrew N. Liveris, Chairman and CEO
© 2011 George Pfeiffer
Providing Research/Rationale
Providing management with relevant publications, research, and press clippings that reinforce the business case for employee health promotion. • Guest talks “Executive Summits” • Executive programming • Middle management orientations
© 2011 George Pfeiffer
Providing Research/Rationale
Providing resources that are built on corporate case studies. o Monographs o Journals (e.g., HBR) o Magazines/Papers
© 2011 George Pfeiffer
Management Support
Management Dashboard Provide the C-Suite with a standard “dashboard”
that presents key health measures and economic indexes.
Aligns employee health to the organization’s business goals.
Health Report Card Provides a means of being transparent through
an annual report—to employees, but also to management (all levels).
Can be used to assess manager’s support of programs/goals.
© 2011 George Pfeiffer
Leveraging Social Networks
Creating lay leadership networks Employee volunteers Act as “marketers” Very effective in dispersed locations Usually integrated with local wellness
committees Leverages local communication channels and
organizational sub-cultures “Mother Ship” provides ongoing information and
support to promote, introduce, implement core programs.
© 2011 George Pfeiffer
Leveraging Social Networks
Creating lay leadership networks Leverages local communication channels and
organizational sub-cultures “Mother Ship” provides ongoing information and
support to promote, introduce, implement core programs.
Identifying/recruiting “Key Influenzers”
© 2011 George Pfeiffer
Leveraging Social Networks
Virtual Affinity/Support Groups Web-based health affinity groups Electronic bulletin boards Health interest groups (e.g., running, cycling,) Social media Electronic lunch and learns (Webinars)
© 2011 George Pfeiffer
Tips for Communications/Campaigns
Develop a slogan/logo Consider a mascot Understand your demographics Understand and leverage formal and informal
communication channels Develop content that addresses your
demographics, learning styles, and literacy level(s) (grade 7-8)
© 2011 George Pfeiffer
Tips for Communications/Campaigns
Have an integrated look—your communications need to represent a seamless system—especially when you have multiple vendors
Mix print and electronic media—there needs to be a tangibility to your program.
Get into the home! Consider contests that encourage your employees
to actually read/use content. Quizzes linked to prize drawings.
© 2011 George Pfeiffer
Tips for Communications/Campaigns
o Use your people! o Share their stories o Use your management! o Recognize your stars! o Expand your brand! o No not ignore “word of mouth” o Have special events! o Be transparent
© 2011 George Pfeiffer
Getting Grounded: Intent of Communications
Awareness Knowledge Skills Motivation/Engagement Reinforce/Support Behavior
© 2011 George Pfeiffer
Integrating Communications to Goals
Awareness/Promotion Articles Brochures HRA Magazines/Journals Videos Newsletters Postcards Posters Email Social networks (e.g., Facebook, Linkedin,
Twitter)
© 2011 George Pfeiffer
Integrating Communications to Goals
Knowledge Advice lines Articles Brochures DVDs/CD-Rom Internet Group education Coaching Monographs Newsletters Support Groups Webinars
© 2011 George Pfeiffer
Integrating Communications to Goals
Skills Articles Brochures Booklets DVDs/CD-Rom Internet Incentives Group education Coaching (person to person, telephonic, web) Monographs Newsletters Support Groups Webinars
© 2011 George Pfeiffer
Integrating Communications to Goals
Motivate Audiotapes DVDs/CD-Rom Internet Incentives Group education Coaching (person to person, telephonic, web) Monographs Newsletters Support Groups Social Marketing
© 2011 George Pfeiffer
Integrating Communications to Goals
Reinforce/Support HRA DVDs/CD-Rom Internet Incentives Group education Follow-up Coaching Newsletters Posters Support Groups Social Marketing
© 2011 George Pfeiffer
Future/Emerging Trends
Tailored messaging will continue to evolve as technology platforms (e.g., internet, smart phones, e-readers) evolve.
Social marketing platforms will continue to provide individuals and affinity groups with information and support services that will help promote initiatives (create the buzz) and help people stay motivated and engaged.
Bio-technologies shall provide individuals with real time feedback (remote monitoring) for specific biomarkers that will provide consumers with greater intervention opportunities and tailored messaging.
Virtual worlds (e.g., Second Life) shall provide new ways to convey health information and help engage individuals in positive health practices.
© 2011 George Pfeiffer
Future/Emerging Trends
Virtual worlds (e.g., Second Life) shall provide new ways to convey health information and help engage individuals in positive health practices.
Affinity social networks will form groups of “collective intelligence” that will help guide “members” in navigating the healthcare system and create new options in informed medical decision-making.
© 2011 George Pfeiffer
Future/Emerging Trends
User-generated media will proliferate as the “collective intelligence” of social networks grow.
Personal health information ecology—integration of various data points that provide feedback from a holistic perspective—genetic, behavioral, social, environmental, and emotional.
Source: Global Health Economy. Map of the Decade 2006-2016. Institute for the Future