Social Web: Patients are there. Are you?
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Transcript of Social Web: Patients are there. Are you?
People are using it. Are you?
The Social Web
Colleen Young
www.virtualhospice.ca
Health Care Social Media Canada #hcsmca
People are using it. Are you?
The Social Web
The WORKshop
• Why do you want use the social web?
• Why do people want to talk with you?
• Where to start?
• What are the tools?
• What are your barriers?
• How do you measure success?
• Where can you get more ideas and support?
What is the social web?
The social web NOT social media.
It’s…
Why do you want to use the social web?
@docmikeevans, family physician, professor
• People use social networking for health. We need to connect, inform and inspire them to affect behavioural change for better health.
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Inform & influence
• The social web has brought me closer to my patients, connected me with new ones and opened many networking doors.
14
@DrDeborahCooper, dentist, speaker
Connect
@drpauldempsey, pediatrician, medical director of @quintepediatric
• We’re very rooted in our local community. The social web has helped strengthen those ties and at the same time has connected us to a greater community.
15
Build relationships
• Social media doesn't just help me in my research, it totally changed the way I interact with collaborators.
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Bertalan Meskó, @Berci, Medical Doctor, Founder of Webicina.com; Hungary
Collaborate
@d_bourne, corporate communications manager, @ScarboroughHosp
• Communicating directly with patients using the social web is a great way to enhance customer service and increase accountability.
17
Improve experience
Why do people want to talk with you?
@andrewspong, patient, social business developer
• It is to be hoped, though is far from assured, that local health providers are listening and responding to patient health information needs.
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For education
@cmaer, online editor, Canadian Medical Association
• Having a healthcare institution communicate directly with you would be nice. Operative words are "you" and "directly." Huge potential of social media.
20
To connect
@maykilmer, mother, caregiver and patient
• I'd like them to communicate with me in terms of education & to have my voice heard more easily.
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To build a relationship
• Simply put, social media has allowed me to access ideas, thoughts and opinions I would never have been able to before.
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Prajesh Narendra Chhanabhai, @Zimbarama, PhD Candidate, University of Otago; New Zealand
Learn & stay current
@AlainaBCyr, patient educator and health communicator, Princess Margaret Hospital
• Social networking with my healthcare practitioner or organization would make me feel important ̶ that they want to know my experience.
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Have a better experience
Where to start?
Know your audience(s). Know the tools.
• Peers and public
• Learn and inform
• Crowd-source information quickly
Blogging
• You
• Articulate what you do and think
• Understand yourself differently
• General public
• Create a community of support
• Reach public audience where they are
• General public
• Educate and inform
• Broad audience, one to many
Video
• Professional networks
• Connect with peers
• Join groups and participate in discussions
Google+
• Professional and public audience
• Connect with peers
• Video conferencing
• Curate content and influence search results
Content curation tools
• Targeted public audience
And so much more…
• Skype
• Photosharing
• Wikis
• Quora
• Slideshare
Set reasonable goals
Goals that are right for you and then…
• Listen and learn.
• Ask and learn.
• Share and learn.
• Inform and learn.
Align strategy with goals
• Inform/influence
• Connect
• Build relationships
• Improve experience
Be socially valuable…
• Listen actively
• Be a guide
• Provide value
• Be a connector
• Share
• Speak plainly
• Don’t ignore…and build social capital.
Provide value
• Create, curate and share relevant content
• Host events
• Design activities with a purpose
Events & activities
• Facebook Causes• Twitter chats• Webinars• Hangouts• Skype conferences• Meetups• Polls and Surveys
Don’t ask before you give
• We're celebrating Nursing Week from May 7-11! A big thank you to our nurses for all that they do to make difference in patients' lives.
Help fill in the blank in this sentence: "I'll never forget when a nurse ________."
What are your barriers?
Time and money
• Concentrate on the channels that work
• Apply social media to other “work dockets”
• Involve other people in your organization
• Partner with other organizations
How do you measure success?
Top 3 factors for success
• Create a strategy
• Prioritize social networking
• Have dedicated social media staff
Source: Non-Profit Social Networking Benchmark Report, http://nonprofitsocialnetworksurvey.com/
Key performance indicators
• Insights • consumer feedback
• Exposure • media impressions, visits, views, etc.
• Reach • # people who connect to the social application
• Engagement • level of interaction with the content
Align with your goals and strategy
Finding the right balance
• ROR = Return on relationships
• Data doesn’t lie
• Stories complete the picture
Measurement tools
• Google Analytics
• Facebook Insights
• HootSuite
• Bit.ly
• Klout, PeerIndex
• Radian6
• Testimonials
Where can you get more ideas and help?
Wednesdays at 1pm ET
• Follow the hashtag.
• Join the chat.
• Share your knowledge.
• Tap in to the community.
• Search the archives.
• Add a topic.
• Attend a meetup.
• Build our lists.
www.colleenyoung.com
www.symplur.com
Useful resources
• SMiCH.ca
• CDC’S Guide to Writing for Social Media• http://www.cdc.gov/socialmedia/Tools/
guidelines/pdf/GuidetoWritingforSocialMedia.pdf
• Mayo Clinic Center for Social Media• http://socialmedia.mayoclinic.org/