Health Care Social Media Uses Benefits Policy
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This document discusses how hospitals can use social media. It outlines several ways social media can benefit hospitals, including for customer service, innovation, patient/employee education, public relations, crisis communications, recruitment, and thought leadership. It emphasizes the importance of listening to customers on social media and responding to their needs and concerns. It also discusses the need for hospitals to have social media policies to guide appropriate employee use of social media both personally and professionally.
![Health Care is Social Ryan Squire Program Director [email_address] http://twitter.com/OSUsquire http://facebook.com/OSUsquire](https://image.slidesharecdn.com/ces-100520231323-phpapp01/85/health-care-is-social-1-320.jpg)
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Health Care Social Media Uses Benefits Policy
- 1. Health Care is Social Ryan Squire Program Director [email_address] http://twitter.com/OSUsquire http://facebook.com/OSUsquire
- 2. Source: Pew Internet and American Life Project Percentage
- 4. Source: Polls taken April 15, 2010 Percentage Class of 2014
- 5. Landscape
- 15. Listening Is the Foundation
- 17. Respond
- 18. Listen-Some More
- 20. Enlist
- 24. OSUMC Policy “ Our policy is that you, the employee, may use Social Media for personal use only during non-working time and in strict compliance with all other terms of this and other Medical Center and University policies.”
- 26. Who Determines Value? Source: http://www.opposableplanets.com/social-media/2009/01/the-social-media-leadership-paradox/
Notas do Editor
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- Here’s just a few examples
- Here’s just a few examples
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- At 1:05pm, Ryan responded (was in a meeting until 12:30 and headed to the main library for another meeting at 1pm) At 1:14 JR responded and Ryan took the conversation out of the public eye to find out where JR was at OSUMC. He was helping a patient on the 10 th floor of the Moorehouse clinic, the patient was a cancer patient.
- JR was clearly not happy about his experience. While he continued to tweet, Ryan contacted customer service, who contacted the James customer service representatives because the patient was a cancer patient.
- 1 hour and 15 minutes after Ryan first called customer service, a patient care representative showed up to talk to them about their wait.
- And yet, 1 hour later, JR sent to all of his followers the marketing message that Ryan had sent that day… JR, was so upset with us and yet, he became a citizen marketer. All we did was listen.
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- It’s only paper or electronic bytes if you don’t practice it, and expect those around you to practice.
- Non-Work time is during breaks and when not directly tasked with work. I would reiterate that “non-work time” is defined by the unit manager and may be different for each department given each unit’s unique business functions. If an employee has questions around acceptable non-work time on their unit, they are highly encouraged to speak with their manager to ensure clarity before participating in social media (just as they would/should with internet use).
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