Category: HCSM

Marie Ennis-O’Connor‘s insight:

As the digital tools we have available to us become more refined and abundant, one might think creating Word-of-Mouth (WOM) would become easier, but does it?

 

Marie Ennis-O’Connor‘s insight:

This is a message that  should resonate loud and clear with providers, institutions or members of the healthcare enterprise world  who are ruminating over the upsides — and potential downsides of a wide reaching, multiple digital property~ *social media* presence.

Marie Ennis-O’Connor‘s insight:

Social networks serve as effective patient communication tools, but they can also be venues for patients to post criticisms and complaints. Knowing how to manage these types of comments can mean the difference between a marketing success and a social media flop. Here are two steps for handling criticism with care and using negative social media comments to your advantage:

Marie Ennis-O’Connor‘s insight:

Joan Justice has written a thought provoking article on what motivates individuals to take care of themselves.  How can we motivate people to take care of their health?  Is it even possible? Joan thinks it is, but it is not easy, will take a long time, and will be complicated and frustrating.  People are vastly different and what motivates one person won’t motivate another.  Some are very easily motivated (mirrors and bathroom scales) and some just aren’t motivated at all.  And then there are those in between who are motivated by peer pressure (online support sites), money (employer incentives), goal orientation (self-tracking), winning or prizes (gamification).

Marie Ennis-O’Connor‘s insight:

It’s still too early to tell if Graph Search, currently in beta and only available to a select number of users will be a game changer, especially in the healthcare world

 

Marie Ennis-O’Connor‘s insight:

Social media is exciting and transformative. It is something that we embrace as human beings and equally as professionals, we recognize its impact and opportunity. And, social media along with mobile represent the greatest growth areas for the Internet right now. But there’s more to it than hype.

 

This excellent post explores the idea of social media evolving the utility of the web beyond a system of Internet servers that support HTML formatted documents to that of a system of people in addition to HTML formatted documents.

 

 

 

Marie Ennis-O’Connor‘s insight:

With the advent of consumer-driven healthcare, the patient is increasingly being put in the driver seat of their medical care. While the healthcare consumer, on average, only spends one percent of their time in the care setting, it is the other 99 percent that determines whether they return or maintain their health. For this reason, healthcare organizations must become more connected to their consumers and providers of healthcare services.

 

Connected Health engages patients, members, providers and the health community using technology to deliver quality care outside of the traditional medical setting. Solutions aim to maximize healthcare resources, and provide increased and flexible opportunities for consumers to engage with their care. The ultimate goal is reductions in cost while simultaneously improving the quality of care.

Marie Ennis-O’Connor‘s insight:

Lurkers are listeners. 
Megan Burkett, Community Ambassador for Talent Culture, nailed it when she said “the lurker is the introvert of Social Media.” They are our listeners and observers. That we’ve attached such a negative word to them only reflects our own fear. Listeners are scary because they’re not visibly engaging so we don’t know what they’re thinking. Maybe we’re even a little offended by their silence. But we shouldn’t be. There is nothing inherently wrong with silence. And, in fact, just like in life, we need people who are quiet and listening. We can’t have everyone in a room talking at once!

Lurkers are learners.
Whether you are marketing a product, building a community, or sharing on a subject you love, the lurker is learning from you. This is your end goal, is it not? Because they’re listening and not engaging, they are untrackable on most platforms. This is frustrating, I’ll give you that. But keep your eye on the prize. You are still communicating and being heard. Consider this affect equal to sending snail mail. You might not hear back from a lurker right away, but there’s still a chance you’ll hear back, and likely in an even more gratifying way. And rest assured they’re affected by the letter if the letter is good.

Lurkers are customers.
When organizations get stuck on social media analytics, I want to cringe and it’s because of the lurker. Again, this is like life. Some people love to window shop and some prefer to go into the store and pick up everything in it. Just because the window shopper doesn’t go into the actual store, doesn’t mean he or she is any less likely to purchase a product. Maybe he or she didn’t need as much to latch onto in order to make a decision. Send your message into the world with the lurker in mind. Pull them in right away and leave them with something lasting. Don’t make them come into the store and dig around. They don’t want to. Give them what they want – right away.

A smart Social Media strategy will always have the “lurker” in mind and an even smarter one will stop calling them or thinking of them as lurkers. They will start thanking them for being the amazing people that they are, acknowledging them as necessary to the success of you or your company!

Marie Ennis-O’Connor‘s insight:

Opinions are divided on whether lurkers are beneficial or detrimental to a community? Does it make sense to try to convert lurkers into participants or is it just a waste of time and of resources that would be better allocated e.g. in taking care of new members?  While interventions targeted at delurking aren’t outright useless, current research shows that much can be done bysetting the right framework for participation.