Twitter Documents March 2013 v1

7/30/2019 Twitter Documents March 2013 v1

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Social Media Conversation Calendar

Purple: Catamaran NewsBlue: Catamaran ClinicalOrange: Industry NewsGreen: Consumer-focused Black: Holiday/Opportunistic Event

February 2013: American Heart Month National Black History Month Wise Healthcare Consumer Month

Sunday Monday Tuesday Wednesday Thursday Friday Saturday

10 11 12 13 14 15 16

17 18

Presidents Day19

Catamaran Liveon Twitter

Crains ChicagoLargest M&As

20

Clinical Pipelines

IBD LeadershipArticle

21

American HeartMonth FirstHeart Surgery

22

2013 National TopWorkplaces

23

24 25

IntroducingBriovaRx

26

Wise HealthcareConsumer Month Drug Benefit News

Byline

27

ClinicalRxHighlights

28

Earnings

1

Earnings Coverage

Profile Magazine Jeff Park on growth

2

3 4Healthcare

Personalization Investor Day video

5Deloitte Healthcare

Consumer Study customized plans

stat

6Clinical TBD 7Chicago Ideas

Week Archive The Future of

Healthcare

85-star rating from

CMS

9


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Purple: Catamaran NewsBlue: Catamaran ClinicalOrange: Industry News Green: Consumer-focused Black: Holiday/Opportunistic Event

Tuesday, February 19:

Were live on Twitter! And ready to help create healthier communities one life at a time. Seehow: Link to either Marks videohttp://www.catamaranrx.com/media-center/videos.php or

brand video.

Merging two fast-growing PBMs (SXC + Catalyst), Catamaran ranks as the 3rd largest deal of2012 via @CrainsChicago

Link to full story in Crains:http://www.chicagobusiness.com/article/20130129/NEWS03/130129762/catamaran-hopes-to-

snag-cook-county-health-contract

Wednesday, February 20:

CLINICAL TWEET Pipelines (awaiting specific content from Carl) Link to research

Article title via @IBDinvestors Link to full story in Investors Business Daily featuring Jeff Park

Thursday, February 21:

Celebrating innovation in cardiac care for #AmericanHeartMonth 1st heart surgery wasperformed 120 yrs ago in Chicago

Link:http://www.chicagotribune.com/news/politics/chi-chicagodays-heartoperation-story,0,4001788.story

Friday, February 22:

Catamaran named a 2013 National Top Workplace -- in top 10% of large companies. Full list via@ChicagoTribune Link to full list on Chicago Tribune

Monday, February 25:

Did u know specialty pharmacy demand will double by 2020 to 43% of all drug spend? WhyBriova matters:

Link towww.briovarx.comTuesday, February 26:

Its Wise Healthcare Consumer Month. Our clinical team shares how theyre educating patientsto better health:

Link to Drug Benefit News bylined article by Sumit and Albert.Wednesday, February 27:

CLINICAL TWEET Rx Highlights(awaiting specific content from Carl) Link to research

Thursday, February 28:

Catamaran posts record-breaking results in 2012. Link to official press release
http://www.catamaranrx.com/media-center/videos.phphttp://www.catamaranrx.com/media-center/videos.phphttp://www.catamaranrx.com/media-center/videos.phphttp://www.chicagobusiness.com/article/20130129/NEWS03/130129762/catamaran-hopes-to-snag-cook-county-health-contracthttp://www.chicagobusiness.com/article/20130129/NEWS03/130129762/catamaran-hopes-to-snag-cook-county-health-contracthttp://www.chicagobusiness.com/article/20130129/NEWS03/130129762/catamaran-hopes-to-snag-cook-county-health-contracthttp://www.chicagotribune.com/news/politics/chi-chicagodays-heartoperation-story,0,4001788.storyhttp://www.chicagotribune.com/news/politics/chi-chicagodays-heartoperation-story,0,4001788.storyhttp://www.chicagotribune.com/news/politics/chi-chicagodays-heartoperation-story,0,4001788.storyhttp://www.chicagotribune.com/news/politics/chi-chicagodays-heartoperation-story,0,4001788.storyhttp://www.briovarx.com/http://www.briovarx.com/http://www.briovarx.com/http://www.briovarx.com/http://www.chicagotribune.com/news/politics/chi-chicagodays-heartoperation-story,0,4001788.storyhttp://www.chicagotribune.com/news/politics/chi-chicagodays-heartoperation-story,0,4001788.storyhttp://www.chicagobusiness.com/article/20130129/NEWS03/130129762/catamaran-hopes-to-snag-cook-county-health-contracthttp://www.chicagobusiness.com/article/20130129/NEWS03/130129762/catamaran-hopes-to-snag-cook-county-health-contracthttp://www.catamaranrx.com/media-center/videos.php


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Purple: Catamaran NewsBlue: Catamaran ClinicalOrange: Industry News Green: Consumer-focused Black: Holiday/Opportunistic Event

Friday, March 1:

Tweet earnings-related broadcast clip or article Weve grown from $55 million in 2005 to $10 billion today. Our CFO Jeff Park shares how to

manage in hyper-growth mode.

http://profilemagazine.com/2012/catamaran/ Monday, March 4:

Personalization is whats next in healthcare. See how it will make healthcare better: Link to video produced for Investor Day

Tuesday, March 5:

Member-centric plans are the future norm as 57% of consumers say they want a customizedhealth plan via @DeloitteHealth

Link to reporthttp://www.deloitte.com/view/en_US/us/Industries/life-sciences/Center-for-Health-Solutions-Life-Sciences/health-care-consumerism/517f54995c0e7310VgnVCM2000001b56f00aRCRD.htm?id=us_furl_chs_2012

consumers_061112

Wednesday, March 6:

CLINICAL TWEET. (awaiting specific content from Carl) Link to research

Thursday, March 7:

Inspired by Dr. Ezekiel Emanuel and his vision for the future of healthcare. @ChicagoIdeaspresentation now online:

http://chicagoideas.com/videos/143 Friday, March 8:

#ACA will add 30 - 50 million new Medicare/Medicaid patients. Were ready, as the only PBMwith a 5-star rating from @CMSGov.

Parking Lot CCHHS contract announcement Mark Thierers WSJ Boss Talk Evergreen Health Plan announcement Sumit Duttas Healthcare Exchange Magazine story Sumit Duttas Institute for Healthcare Consumerism bylined article URAC Briova accreditation
http://profilemagazine.com/2012/catamaran/http://profilemagazine.com/2012/catamaran/http://www.deloitte.com/view/en_US/us/Industries/life-sciences/Center-for-Health-Solutions-Life-Sciences/health-care-consumerism/517f54995c0e7310VgnVCM2000001b56f00aRCRD.htm?id=us_furl_chs_2012consumers_061112http://www.deloitte.com/view/en_US/us/Industries/life-sciences/Center-for-Health-Solutions-Life-Sciences/health-care-consumerism/517f54995c0e7310VgnVCM2000001b56f00aRCRD.htm?id=us_furl_chs_2012consumers_061112http://www.deloitte.com/view/en_US/us/Industries/life-sciences/Center-for-Health-Solutions-Life-Sciences/health-care-consumerism/517f54995c0e7310VgnVCM2000001b56f00aRCRD.htm?id=us_furl_chs_2012consumers_061112http://www.deloitte.com/view/en_US/us/Industries/life-sciences/Center-for-Health-Solutions-Life-Sciences/health-care-consumerism/517f54995c0e7310VgnVCM2000001b56f00aRCRD.htm?id=us_furl_chs_2012consumers_061112http://www.deloitte.com/view/en_US/us/Industries/life-sciences/Center-for-Health-Solutions-Life-Sciences/health-care-consumerism/517f54995c0e7310VgnVCM2000001b56f00aRCRD.htm?id=us_furl_chs_2012consumers_061112http://www.deloitte.com/view/en_US/us/Industries/life-sciences/Center-for-Health-Solutions-Life-Sciences/health-care-consumerism/517f54995c0e7310VgnVCM2000001b56f00aRCRD.htm?id=us_furl_chs_2012consumers_061112http://chicagoideas.com/videos/143http://chicagoideas.com/videos/143http://chicagoideas.com/videos/143http://www.deloitte.com/view/en_US/us/Industries/life-sciences/Center-for-Health-Solutions-Life-Sciences/health-care-consumerism/517f54995c0e7310VgnVCM2000001b56f00aRCRD.htm?id=us_furl_chs_2012consumers_061112http://www.deloitte.com/view/en_US/us/Industries/life-sciences/Center-for-Health-Solutions-Life-Sciences/health-care-consumerism/517f54995c0e7310VgnVCM2000001b56f00aRCRD.htm?id=us_furl_chs_2012consumers_061112http://www.deloitte.com/view/en_US/us/Industries/life-sciences/Center-for-Health-Solutions-Life-Sciences/health-care-consumerism/517f54995c0e7310VgnVCM2000001b56f00aRCRD.htm?id=us_furl_chs_2012consumers_061112http://www.deloitte.com/view/en_US/us/Industries/life-sciences/Center-for-Health-Solutions-Life-Sciences/health-care-consumerism/517f54995c0e7310VgnVCM2000001b56f00aRCRD.htm?id=us_furl_chs_2012consumers_061112http://profilemagazine.com/2012/catamaran/


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Twitter Basics

Quick Glossary (details below)

Tweet one message that consists of 140 characters or less

Handle your twitter name is called your handle for example: is @Reuters the

@ must always come before Reuters when forming a tweet Profile pic or Avatar the picture you have as your profile picture on Twitter

@ Reply a public message sent to one or more people I just sent you an @reply is commonly said

DM Direct Message, these messages can only be sent to people who followyou and they are private messages

Stream your stream is the feed of all the tweets from your followers (incoming)

Timeline your timeline is the feed of all of the tweets you send out (outgoing)

ReTweet or RT when you tweet someone elses tweet again by hitting retweet

#Hashtag when you see something like #Chicago or #TravelTuesday

Profile Page the page that lives on the web, http://wwww.twitter.com/Reuters iswhere their profile page lives, it has their bio, URL, location and displays theirtimeline, or tweets

What is Twitter? What does Twitter do?

Twitter is a rapid and concise communication tool used for interaction versus oneway broadcast

Twitter is a community, and within the Twitter community, there are hundreds ofmicro-communities

Many think of Twitter as a constant stream of status updates, such as, I am goingto the bathroom. There is nothing wrong with looking at Twitter as updates, and

use Twitter in that way, but you are better suited thinking of a tweet acommunication method and Twitter itself a two-way broadcast system.

What is meant by two-way broadcast system is, one listens to the broadcasts(tweets) of the people they follow, engage with followers and also broadcast theirown messaging.

A tweet can be a way to broadcast teasers in 140 characters to your blog, yourURL, a promotion, or whatever else one may be trying to communicate.

There are various opinions to why some prefer Twitter over Facebook, onepopular opinion is that people are on Facebook to stay connected with peoplethey already know, whereas people are on Twitter to find new information andnew people with whom they would like to connect.

Twitter is a great way to listen or monitor; individuals and brands can watchwhat others are doing online, see what is being said about their brand and eventwatch their competitors.


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Twitter Basics

Who are the people on Twitter?

They skew older and wealthier than one would imagine

Here are some stats taken from Quantcast http://www.quantcast.com/twitter

o 55 % Female - 45% Maleo 69% Caucasiano 47% Have Childreno 30% Earn over 100K - 28% Earn 60 to 100K

Why are people on Twitter? What do they look for?

People are on Twitter to learn, to be entertained, to meet new people, to networkfor business, for lead generation, to share their content and to promotethemselves

People on Twitter generally like to be in the know whether they are actively

participating or just listening They look for others with similar lifestyles and interests business, food, running,

fashion, etc.

They see Twitter as a place where they can find unknown possibilities, in arelatively quick time, through the networks they can build and with individualsfrom all over the world

They see Twitter as a an open conversation

They look to leverage information

They look to make friends

They look for Business opportunities

They want real time news and real time updates

They look for information and deals from brands they like and they like to learn

about new products and brands from their networks They like to see the humanization of a brand, brands are better suited when

there is a distinct voice behind the handle to which consumers can relate

Bottom line people on Twitter want:o Information or news and they want it fasto To connect with new people (or brands) with whom they can build

personal and business relationships

What is a Stream and Timeline

Twitterstream is what each individual sees from the people they are following,otherwise known as home feed

Timeline is what you are saying on Twitter. If I were to look athttp://www.twitter.com/leyla_a what you see is @leyla_as timeline.


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Twitter Basics

How do you form a Tweet?

A space = 1 character

Tweets cannot be longer than 140 characters including your Twitter handle but

your aim should be to keep your tweets at 120 characters. 120 character tweets will leave room for Retweets (or RT) by others. I will

explain RTs later below.

If you want to speak to someone directly, but not privately, you would form thetweet like: @leyla_a what are you doing today.

When you put the persons handle in the first position of the tweet ONLY thepeople who follow both you and that person will see the tweet in their stream.

Anytime you send an @ reply everyone has the ability to see the tweet bynavigating directly to your timeline or profile page but they will not see it in theirstream unless they follow both the people in the conversation.

What does the @ symbol do?

The @ symbol is how you address people, talk to people, and help ensure theysee your tweet. The @ symbol must be used before every Twitter name in orderfor that person to see the Tweet. Do not assume they will just see a mention intheir stream.

What is a Retweet (http://support.twitter.com/entries/77606-what-is-retweet-rt)

A retweet is when you simply re-post exactly what someone else said in their

tweet. A retweet is a compliment, you want retweets, it means that others agree with, or

want to share, your information

If youre using the web version of Twitter, there is a button that you hit Retweetand it will regurgitate exactly what that person said in your timeline for all yourfollowers to read

When you use the Twitter version of the RT, it will look like someone else istweeting in your followers stream, they will see the other persons avatar/profilepic, but there will be a symbol attached to their profile pic that


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Twitter Basics

What is a Twitter list?

Lists allow you to create groups where you can filter or file your followers.

Lists are limited to 500 people / handles.

You dont have to be following someone in order to list them, you can listsomeone and not follow them.

Lists make it easier to sort though tweets when youre following 1000s of people.

A suggestion would be to list someone as soon as you find, or follow, them soyou dont have to go back to do this once you have 100s or 1000s of people youfollow.

What is a #Hashtag, what does it do?

You will see the hashtag used a lot and at first this will confuse you. Hashtagsare a tagging system to aggregate topics. Hashtags are a way to sort tweets or

categorize them and search tweets more easily. Or, a #hashtag can specificallybe used for complete non-sense.

There are several ways people use the #hashtago To create a subject matter that is more easily searchableo If youre speaking about something to specific to #Chicago you may want

to use that a hashtag in case people are specifically searching forChicago

o If you have an event, you want to create a #hashtag that is specific to thatevent so that people can follow a stream for that #hashtag, i.e.,#BlogWorld

o If you have a particular discussion or chat that you want people tofollow, you must create a #hashtag for people to follow, i.e., #journchat,

#blogchat, #luxchat those are all online chats that people follow atspecified days/times

o To express an obvious or more complex thought, i.e., #Fail #FailWhaleare some you may see on Twitter

o Comedy or self-use people will create their own #hashtags to create ahumorous effect, i.e., #hashtagmillionaire

How do people read Twitter?

Most people use a third party device to manipulate Twitter

Some other platforms include:

o Hootsuite the most comprehensive web based platform that has a freeand a paid option. Hootsuite tracks statistics from your tweets and allowsyou to integrate analytics.

o Tweetdeck recently purchased by Twitter.


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Twitter Basics

What is Twitter Search?

What differentiates Twitter search from Google or other search engines is thatTwitter searches in real time and by order of authority. Your tweets are more

powerful if theyve been Re-tweeted, they may rise to the top of the Twittersearch if they are more popular determined by re-tweet.

Twitter advanced search can be extremely powerful especially when yourelooking for tweets that are location based. This should be used by smallbusinesses more often but it just is not utilized effectively by most.

See Twitters guide on how to best enter terms for their advanced searchhttp://support.twitter.com/articles/71577-how-to-use-advanced-twitter-search-operators

How do I get followers?

Ahhh, the biggest question How do I get followers? Heres a list of expertswho talk about this subject http://www.dailybloggr.com/2009/06/how-to-get-more-followers-on-twitter-tips-from-10-experts/

There is no magic bullet, it takes time and effort but here are some tips:o Post to trending topics or trending #hashtags that are relevant to your

subject matter (trending topics are displayed on the right hand side of theweb version of Twitter)

o Get re-tweeted - say clever, or topical, things or things that people want tosee in order for others to re-tweet you

o Follow people and they will follow you back maybeo Create lists and add people who may follow you to them, people often

look to see who has listed them

o Add yourself to Wefollow.como Stay consistent, people want to see you tweet daily, multiple times daily, if

they see that you have gone away, they will likely unfollow you (stopfollowing you)

o Have a personality behind the handle, dont just plug in tweets and goaway

o Engage with others - @ reply peopleo Have your twitter handle on your business cards and other places you

leave your digital signature (your blog, website, when you leave blogcomments)

o Engage and empower with others, its not just about you


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Twitter Basics

What is a shortened URL?

You will see lots of tweets with links that are formulated from shortened URLsthere are various services but the most popular ones are: Bit.ly Ow.ly or Ht.ly

Twitter has since created their own shortened URL t.cohttp://support.twitter.com/entries/109623

The point is to save space because you only have 140 characters

You can also create your own vanity URL but dont this until youveinvestigated further, you may want to use the Ow.ly or the Ht.ly for trackingpurposes.

Other Tools

http://www.Klout.com - the standards for Twitter Influence

http://www.hootsuite.com - the best 3rd party tool for managing twitter

http://www.wefollow.com - a larger version of a Twitter list, you can list yourself and findothers to follow based on tags

http://www.qwitter.com - helps you clean out people who stopped following you

http://www.manageflitter.com - helps you manage who is following you


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Twitter Basics

FAQs

Q: Do more followers mean more action?

A: No. Youre better off having the right followers. If youre topical, you want peoplewho are interested in your topic following you. That will get you the most bang so dontwaste your time with auto-generated follow bots, etc.

Q: My friends cannot see all my @ replies in their stream, why?

A: Your friends can only see the @ replies in their stream that you send to them OR the@ replies you send to people they also follow. If theyre not following the person you aretweeting with, those tweets will not appear in their stream BUT they will appear in YOURtimeline. If your friends want to read all of your tweets, they have to go look at yourprofile (where your timeline lives publicly).

Q: What is a #failwhale?

A: Twitters icon for an outage is a graphic of a whale. When something goes wrong,people on Twitter say #fail there came the term #failwhale.

Q: Sometimes I see via followed by a persons handle what does that mean?

A: When you Re-tweet someone, you need to take care and RT them exactly as thetweet appeared in their original tweet. If this cannot happen, you use via. If you needto shorten or change a tweet you write the tweet and end it with via @leyla_a so that theauthor of the tweet is still credited.

Q: Is it OK for me to just jump into someone elses conversation?

A: Yes, if someone is speaking publicly, it is fair game to jump in and say something.This doesnt mean they will @ reply back to you, it just means you are not breaking anyrules. Of course, you cannot always assume that people wont get insulted, but Twitter isan open conversation and if they want the conversation to remain private, they shouldsend DMs.

Q: Is there a correct way to add information to my timeline?

A: There is no right or wrong way to tweet but there are some people who believe thatthere are ways to achieve more success on Twitter. A nice ration would be 1/3 sharinglinks, 1/3 commentary and 1/3 conversation.


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This procedure is for internal use only, not to be distributed outside of

Catamaran.

Standard Operating Procedure for Social Media

Introduction

Catamaran is committed to providing clear, responsible messages that fundamentally serve to

educate the public about the company. One way Catamaran communicates to the public is

through social media networks.

Catamaran recognizes that responsible use of social media can benefit the health of our nation

by empowering consumers with information. Social media also provides Catamaran with an

opportunity to communicate its point-of-view on healthcare-related issues and share company

announcements with media outlets, legislators, potential employees/partners and other

relevant constituents.

Catamaran has developed these Standard Operating Procedures for Social Media (Procedures)

to address the need to meet expectations of all end-users and provide a level of transparency on

how Catamaran will interact with such end-users in these social media venues.

Scope

These Procedures apply to all Catamaran employees, contractors, consultants and

vendors/agencies engaged in social media activities on behalf of Catamaran. Those engaged in

such activities on behalf of the company are referred to herein as Catamaran Representatives.

All other Catamaran policies covering activities directed to clients, prospects, patients and

consumers, including, but not limited to, all policies covering responses to off-label prescription

inquiries and adverse events, as well as the full Catamaran Code of Conduct remain in effect.

A. Standard Operating Procedure for Catamaran Representative Social Media Commenting1. PurposeThis Standard Operating Procedure for Catamaran Representative Social Media Commenting

sets forth the requirements for Catamaran Representatives participating in all social media

activities. The purpose of this procedure is to ensure that Catamaran Representatives follow

all Catamaran policies and procedures, as well as all statutory and regulatory provisions

governing the conduct of Catamaran Representatives.

This procedure DOES NOT apply to a Catamaran Representatives personal use of social

media provided that both:

i. Catamaran property and information technology are not used; AND


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Standard Operating Procedure for Social Media Page 2 of 9

ii. No references are made to Catamarans interests, including, but not limited to,

Catamaran corporate entities or titles, Catamaran employees or personnel, or

Catamaran products or technology.

Any Catamaran Representative violating this procedure will be held responsible by the

company for their actions and the content of their statements, and may be liable for

unlawful activities (including, but not limited to, defamation, libel, slander or improperly

disclosing Catamaran confidential or proprietary information). This procedure does not

prohibit any conduct or speech protected by applicable law.

2. DefinitionsSocial Media Property: For the purposes of this section A, Social Media Property is a

website or digital practice allowing for user-generated content and interaction (i.e., Twitter,

YouTube, LinkedIn or Facebook) that is not owned or controlled by Catamaran. Social Media

Properties can come in a number of different forms. Examples of social media platforms to

which this procedure applies include blogs, microblogs, social networks, and wikis.

3. Required Elements for External Social Media PostsCatamaran Representatives are responsible for ensuring the truthfulness and accuracy of

their social media communications. No statements made by Catamaran Representatives

should be false, misleading or unsubstantiated. In accordance with the Catamaran Code of

Conduct, discriminatory, intimidating, harassing or otherwise offensive language should not

be used, and all communications must be free of defamatory language directed at any race,

ethnicity, religion, sexual orientation, any physical or sexual characteristic, or any other

protected classification.

3.1.Code of ConductIt is the responsibility of all Catamaran Representatives to adhere to the Catamaran

Code of Conduct in all social media communications.

3.2.TransparencyReferences to Catamaran in external social media posts by any Catamaran employee,

contractor, consultant or vendor/agent whose official job responsibilities do not include

making such communications on behalf of Catamaran must include the following

disclaimer: I am *an employee of+ *professionally affiliated with+ Catamaran

Corporation. The statements or opinions expressed here are my own and do not

necessarily represent those of Catamaran Corporation.

4. Additional Required Elements for Catamaran Representatives Personal External SocialMedia Posts (Those Conducted Outside of a Catamaran Representatives Official Job

Responsibility)


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Employees personal, non-company-owned social media channels cannot be affiliated with

that employees Catamaran email address. For example, if an employee has a personal

Twitter handle, the email address associated with that account must be a personal email

address (ex. [email protected]).Using a company email address in association with a

personal Facebook, Twitter or any other social media profile is prohibited.

These Procedures strictly prohibit personal social media statements about Catamaran

products or services, including those in development, which make or imply product benefits,

efficacy, refer to clinical trials, or make safety claims or otherwise implicate any regulatory

or compliance rule, law or policy.

B. Standard Operating Procedure for Social Media Commenting on Catamaran-Owned Sites1. PurposeThis procedure sets forth the requirements for allowing comments on Catamaran social

media sites. The purpose of this procedure is to provide transparency to site users regarding

Catamarans criteria for declining to publishing or removing comments, as well to set theproper expectations regarding the responses a user may receive in relation to said

comments.

2. DefinitionsSocial Media Property: For the purposes of this section B, Social Media Property is a

website or page within a third-party site (i.e., Twitter, YouTube, LinkedIn or Facebook) that

is owned or controlled by Catamaran. Social media properties can come in a number of

different forms. Examples of social media platforms to which these Procedures apply include

blogs, microblogs, social networks, and wikis.

3. Required Elements on a Catamaran Social Media Property Where Commenting isEnabled

Regulations governing the marketing practices of pharmacy benefit management and

Catamarans ethical policies may operate to limit what is permitted or appropriate to be

posted on Social Media Property. It is Catamarans goal to provide site users with

transparency as to whether specific comments are allowed on the Social Media Property.

Where commenting is allowed on Social Media Property, it is Catamaran s goal to provide

formal guidance as to what constitutes an appropriate comment and the appropriate means

of communication for reporting adverse events or contacting the company.

If comments are enabled on Social Media Property, Catamaran will provide the site visitor

with an understanding of why Catamaran may remove posted comments. If the Social

Media Property is set up to enable comments to be previewed before posting, Catamaran

will provide the site visitor with an understanding of why Catamaran may or may not post a

comment, as well as the expected length of time it will take Catamaran to review a

comment before it may be posted.


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The guidelines set forth in Attachment A must be included on all Social Media Properties

where commenting is enabled. The guidelines must be visible or accessible from the main

page of any Social Media Property. Furthermore, Attachments B and C of these Procedures

contain template responses that should be used when acknowledging the receipt of a users

comment (when the Social Media is set up to enable comment review before posting) and

removing or declining to post a users comment, respectively.

3.1Comment AcknowledgmentIf comments are posted directly to the Social Media Property without prior Catamaran

review and a response to a post is warranted, a response should be posted by a

Catamaran Representative to the Social Media Property within 48 hours. It is at the

discretion ofCatamarans social media manager whether or not to respond to or

remove a particular comment. If the social media manager decides that a response or

removal is warranted, the response or removal must be done in accordance with this

procedure. If the user provides contact information via the comment, then notification

of the comments removal should be provided to the user within 48 hours. AttachmentC contains a template communication that should be sent to a user whose comment has

been removed. If the user does not provide a means of contact, then notification to the

user is not required.

If a Social Media Property is set up to enable Catamaran to review all comments

received prior to posting in order to determine whether or not the comments meet

Catamarans site guidelines, as well as all applicable laws and regulations, an

acknowledgement of the receipt of the comment must be provided to the site visitor.

Attachment B contains a template communication to be used for such

acknowledgments. This document should be sent using the applicable social networks

response tools, or if the social network does not have an existing automated responsemechanism, the acknowledgment should be sent to the user via email within 24 hours

of receiving the post. An acknowledgement is not required if the user does not provide a

means of contact.

Catamarans marketing department will assess any comments held for review within 2

business days. If a comment is rejected, the user will receive a notification as outlined in

Attachment C.

3.2.Comment ResponseCatamaran should not respond to inquiries or comments regarding the use of another

companys product, and such comments should either be prohibited or removed from

the Social Media Property.

If comments are allowed to be posted to a Social Media Property without prior review

and a public comment includes an unsolicited request for off-label information,

Catamarans public response should be limited to providing Catamarans contact

information and should not include any off-label information. Furthermore, the

response published by Catamaran should convey that the question pertains to an


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unapproved or uncleared use of the product and state that individuals can contact the

regulatory department with the specific unsolicited request to obtain more information.

The response should provide specific contact information for the regulatory department

so that individuals can follow up independently with the department to obtain specific

information about the off-label use of the product through a non-public, one-on-one

communication. In addition to contact and disclosure information, a public response

should also include a mechanism for providing readily accessible current FDA-required

labeling, if any, for the product.

Any such response to an unsolicited off-label must be drafted and approved by a

regulatory representative, rather than a member ofCatamarans

marketing/communications staff. Alternately, the post may be removed from the Social

Media Property.

C. Sponsorship and ManagementSusan Fleming, Catamarans Vice President, Marketing, sponsored the adoption of thisProcedure and is responsible for communicating and providing appropriate guidance on its

provisions. Susan Fleming is also responsible for periodic review and, where appropriate,

revision of this Procedure.


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Attachment A

Site Guidelines (Catamaran Branded Social Media Properties)

Pertains most specifically to Facebook

Thank you for visiting the [INSERT SOCIAL MEDIA PLATFORM HERE] page of Catamaran. We have

set up this page to share with you news and interesting content about Catamaran. We welcome

inquiries and comments from visitors 18 years of age or older to Catamaran s *INSERT NAME OF

SOCIAL MEDIA PLATFORM HERE] page.

Commenting Policy

We welcome you to join the conversation, and respect the rights of all users to voice their views

and have a positive experience. We want to hear your viewpoints and opinions even if they

are contradictory to ours. However, comments or posts considered inappropriate,

inflammatory, disrespectful, off-topic, offensive, or promotional, will be removed. We may also

remove comments that could be misleading or confusing, considered spam, contain copyright or

other intellectual property violations, or are thinly disguised sales pitches for other products orservices.

The following is a non-inclusive list of reasons a comment may be removed:

Vulgarity:

If a comment containing vulgarity is not caught by *INSERT SOCIAL MEDIA PLATFORM HERE+s

profanity filter before being posted, it will be removed. Vulgarity will also include any personal

attacks or offensive statements directed at specific ethnic, racial, religious, age or gender

orientation groups.

Product Discussions:Please refrain from discussing Catamaran products or services or other companies. Catamaran is

not responsible for any users comments other than our own; we must still abide by the

regulations that govern our industry. We reserve the right to remove any comments that

reference a product.

Medical Advice:

Catamaran always recommends consulting a physician or other medical advisors to determine

what courses of treatment, if any, may be appropriate for you. Given the serious ramifications

of unverified medical advice, it will not be allowed on our page.

Off-Topic:

Comments that do not directly relate to Catamaran or the topics currently being discussed or

comments concerning ongoing legal or regulatory matters may be removed. If you have

questions about this, please contact Catamaran [email protected].

Due to the nature of some of our sites, the commenting feature may be completely disabled, or

there may be other circumstances that will require us to remove a comment. Please note that

Catamaran reserves the right to delete any posting at its sole discretion. If you feel a

commenting decision is unfair, please contact Catamaran at
mailto:[email protected]:[email protected]:[email protected]:[email protected]


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[email protected] with your comments or questions. If we feel that a

response is warranted, we will do our best to respond to your comments within 24 hours.

Additional Information

We encourage you to respect fellow community members and followFacebook's Statements of

Rights and Responsibilities.

Catamaran provides the content on this page for informational purposes and for general

interest only. The content available on this page is not intended to be a substitute for

professional medical advice, diagnosis or treatment. You should not use the information on this

website to diagnose a health problem or disease. It is important to always consult a physician or

other medical advisors to determine what courses of treatment, if any, may be appropriate for

you.

By using this site, you hereby agree not to rely on any information contained herein. Under no

circumstances, including, but not limited to, negligence, shall Catamaran be liable for your

reliance on such information, nor shall Catamaran be liable for direct, incidental, special,consequential, indirect, or punitive damages that result from the use of, or the inability to use,

the materials on this page or the materials in any sites linked from this page.

The comments on this page come from the public and do not represent the opinions or

positions of Catamaran, and Catamaran does not endorse or approve the contents of such

comments. While Catamaran monitors the discussions or postings by others on its site, the

company assumes no responsibility or liability arising from this dialogue. Catamaran is not

responsible for any error, defamation, libel, slander, omission, falsehood, obscenity, profanity,

danger or inaccuracy contained in any information within its site.

Information that is not personal to you or others (questions, comments, ideas, or suggestions)shall be deemed non-confidential and Catamaran can disclose such information for any purpose

and through any means without any obligation to you. Catamaran will be free to use any ideas,

concepts, or techniques obtained through such feedback for any purpose whatsoever, including,

but not limited to, developing, manufacturing, and marketing products incorporating such

feedback. If you have questions about our privacy or commenting policies, please feel free to

contact us [email protected].
mailto:[email protected]:[email protected]://www.facebook.com/legal/termshttp://www.facebook.com/legal/termshttp://www.facebook.com/legal/termshttp://www.facebook.com/legal/termsmailto:[email protected]:[email protected]:[email protected]:[email protected]://www.facebook.com/legal/termshttp://www.facebook.com/legal/termsmailto:[email protected]


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Attachment B

Comment Acknowledgement

This document is a template for an email for those people who comment on Catamaran Social

Media Properties. This email acknowledgement of the receipt of the comment is intended for

Social Media Properties that allow Catamaran to review all comments received prior to their

posting.

To: [RECIPIENT]

From: [CATAMARAN REPRESENTATIVE]

Subject: Thank You for Commenting

Dear: [FIRST NAME]

Thank you very much for taking the time to provide comments on [NAME OF CATAMARAN

SOCIAL MEDIA PROPERTY]. We will do our best to review and publish your comments in [X

DAYS/HOURS], but we reserve the right not to publish comments that we believe do not meet

the commenting guidelines set forth on [NAME OF CATAMARAN SOCIAL MEDIA PROPERTY].

This is a one-time only email in response to your comments on [NAME OF CATAMARAN SOCIAL

MEDIA PROPERTY]. If you have any questions or would like additional information, please

contact us [email protected].

Sincerely,

Catamaran


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Attachment C

Comment Response Declined/Removed

This is a template email that should be sent when Catamaran has contact information for a user

and either (a) Catamaran has declined to post that users comment on a Social Media Property;

or (b) Catamaran has removed that users comment from the Social Media Property.

To: [RECIPIENT]

From: [CATAMARAN REPRESENTATIVE]

Subject: Thank You for Commenting

Dear: [FIRST NAME]

Thank you very much for taking the time to provide comments on [NAME OF CATAMARAN

SOCIAL MEDIA PROPERTY]. Due to the nature of the comment, we [ARE UNABLE TO POST

IT/HAVE REMOVED THE POST] at this time.

For more information, please view our commenting guidelines set forth at [NAME OFCATAMARAN SOCIAL MEDIA PROPERTY]. If you have any questions or would like additional

information, please contact us [email protected].

Sincerely,

Catamaran


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WHAT YOU CAN TO DO SUPPORT CATAMARANS TWITTER PRESENCE:

Stay on top of company and healthcare industry news! Follow us on Twitter at

@CatamaranCorpfor breaking news and updates!

RETWEET. Retweet anything that would be interesting and valuable to your ownnetwork of followers. Note that when retweeting or interacting with @CatamaranCorp,

employees should use the hashtag #emp as a means of disclosing their relationship. Youcan find WOMMAs disclosure guidelineshere.

SEND SUGGESTIONS. Were always looking for new and engaging content. If you havean idea who we should follow, news from your business sector, an interesting

healthcare article, infographic, research, or anything else Tweet-worthy send your

suggestion to:[email protected].

PROMOTE IT. Support Catamaran Twitter initiatives as we roll them out. Be on thelookout for an update to our email signature that includes our handle, as well as specific

hashtags for upcoming events (Innovation Center opening, new headquarters, etc.) thatyou can use to join the conversation from your personal Twitter handle.
https://twitter.com/CatamaranCorphttps://twitter.com/CatamaranCorphttp://www.womma.org/ethics/sm-disclosure-guidehttp://www.womma.org/ethics/sm-disclosure-guidehttp://www.womma.org/ethics/sm-disclosure-guidehttp://c/Users/sfleming/AppData/Local/Microsoft/Windows/Temporary%20Internet%20Files/Content.Outlook/LDTTAOHL/[email protected]://c/Users/sfleming/AppData/Local/Microsoft/Windows/Temporary%20Internet%20Files/Content.Outlook/LDTTAOHL/[email protected]://c/Users/sfleming/AppData/Local/Microsoft/Windows/Temporary%20Internet%20Files/Content.Outlook/LDTTAOHL/[email protected]://c/Users/sfleming/AppData/Local/Microsoft/Windows/Temporary%20Internet%20Files/Content.Outlook/LDTTAOHL/[email protected]://www.womma.org/ethics/sm-disclosure-guidehttps://twitter.com/CatamaranCorp

Twitter Documents March 2013 v1

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Transcript of Twitter Documents March 2013 v1