“Healthcare Companies Still Don’t ‘Get’ Social Media” – But Neither Do Some Nonprofits

Great post today from Social Media Today community, detailing what pharma and Healthcare companies are missing in terms of social media. But what they don’t say is that some nonprofits are just as guilty. While many NPs have their own burgeoning online Health Communities, they often don’t take an active role in supporting and guiding that community to better health outcomes, and ultimately, better engagement and financial support.  The full text of the article is below: 

 

Social media is changing the nature of healthcare interaction, and health organizations that ignore this virtual environment may be missing opportunities to engage consumers.”

That was the very ominous and foreboding opening line from a press release announcing the findings of a report done by the Health Research Institute (HRI) at PwC US.

Anytime I see the words “engage” and “missing” I am automatically intrigued because as we all know it’s all about engagement: how to get engaged with your customers, how to stay engaged with your customers and how to ensure they stay engaged with you.

The report compared the social media activity of hospitals, pharma companies and health insurers to that of community sites and as you can see there is no comparison as community sites had 24 times more social media activity than corporate sites.

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This is very significant as the report aptly points out in that it has serious implications for “businesses looking to capitalize on social media opportunities.”

The report also includes findings from an HRI social media survey of more than 1,000 U.S. consumers and 124 members of the eHealth Initiative and include the following results:

  • One-third of consumers now use social media sites such as Facebook, Twitter, YouTube and online forums for health-related matters, including seeking medical information, tracking and sharing symptoms, and broadcasting how they feel about doctors, drugs, treatments, medical devices and health plans.
  • Four in 10 consumers say they have used social media to find health-related consumer reviews (e.g. of treatments or physicians); one in three have sought information related to other patients’ experiences with their disease; one in four have “posted” about their health experience; and one in five have joined a health forum or community.
  • When asked how information found through social media would affect their health decisions, 45 percent of consumers said it would affect their decision to get a second opinion; 41 percent said it would affect their choice of a specific doctor, hospital or medical facility; 34 percent said it would affect their decision about taking a certain medication; and 32 percent said it would affect their choice of a health insurance plan.
  • While 72 percent of consumers said they would appreciate assistance in scheduling doctor appointments through social media channels, nearly half said they would expect a response within a few hours.
  • As is the case more broadly, young adults are leading the social media healthcare charge. More than 80 percent of individuals between the ages of 18 and 24 said they were likely to share health information through social media channels and nearly 90 percent said they would trust information they found there. By comparison, less than half (45 percent) of individuals between the ages of 45 and 64 said they were likely to share health information via social media

What Does It All Mean?

Well I am glad you asked…

What it all means, as the chart below demonstrates so well, is there is a golden opportunity for the hospitals, pharma companies and health insurers of the world to engage with their customers and prospects.

I realize the hospitals, pharma companies and health insurers of the world are very reticent to engage via social media for fear of all the rules and regulations that govern their every move but… at the very least you can engage people at a high level, yes?

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Sources: PR NewswireHealth Research Institute at PwC

Named one of the Top 100 Influencers In Social Media (#41) by Social Technology Review, Steve Olenskiis a freelance writer/blogger currently looking for full-time work. He has worked on some of the biggest brands in the world and has over 20 years experience in advertising and marketing. He lives in Philly and can be reached via email,TwitterLinkedIn or his website.

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The 11 Social Media Mistakes: Are you Guilty?

In a recent issue of Mashable, ClickZ reporter Sundeep Kapur, had a great piece on the 11 mistakes brands continue to make in social media. Surprising as these may be for those of us who’ve been doing social for a while, the list is thoughtful and applies to nonprofits as much as it does to brands.

Nonprofits spend less time and money on their social media, presumably for lack of resources. But as this article attests, you don’t have to have a lot of money, buy a lot of widgets or have a to have an engaging presence.

The trick to success on social media is the same trick for success in friendship: be nice, respond when spoken to and have something interesting to say.  Here’s the list of social media mistakes, pared down for nonprofits:

1. Run specials all the time. In a struggle to keep the consumer engaged, brands tend to keep offering consumers special deals. This all-out effort to discount and lure tends to have a negative impact by devaluing the brand and devaluing the relationship.

2. Wait for people to come. Brands set up shop on social media sites and simply wait for the consumer to come and find them. They do little to engage via dialogue or by trying to market along other channels. They have simply set up shop and expect that it is good enough to drive consumers in.

3. Run contests and games all the time. Gamification is the new buzzword for engagement with many brands investing significantly in games to engage their consumers. Additionally, brands tend to run multiple contests, which results in severely diluting their engagement to conversion metrics.

4. Block negative feedback. Many top brands tend to either block or ignore negative feedback. If you put up a comment on their site they either take it down or have a defined strategy to push the bad comments as far down as possible. This strategy diminishes the value of the positive comments.

5. Launch press releases on social media. Do you pay attention to more than 300 characters or watch long video clips? Brands tend to forget the conversational nature of engagement on social media sites – short, interesting stories are a much better way to engage.

6. Wait 24 hours to respond. Some brands take a long time to respond because they only check “social feedback” twice a week. Other brands take a long time to respond because they have to get approval before they can respond. The problem is that if you take too long, the consumer will probably call your brand for an answer or move over to someone else.

7. Not connecting your channels. Always a classic with the left hand not knowing what the right hand is doing. Just two weeks ago, a major travel company sent two types of incentives – a gas discount card by email that shaved 10 cents off each gallon and a gas discount offer via social media that offered a five cent discount. It took a direct mail piece to fix the issue.

8. Just rolling along. Some brands feel that it’s OK to reach a certain critical mass in social media after which their sites can just “roll along.” The snowball can roll the wrong way and hurt brands.  Focus on “likes.” A blind focus on driving up “likes” has led to the “like” button being devalued and resulted in significantly lower ROI.

9. “Wait” to get started. Believe it or not there are still brands, especially in the financial services area, that are waiting for the social media “fad” to end.

For the complete article go to:  11 Deadly Social Media Sins for Brands by Sundeep Kapur

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