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Trust, reputation and social media in healthcare – the Patient’s View | Bertie Bosrédon

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PM Society
PM Society

PM Society Patient Engagement Interest Group, 30 April 2013

KarriereBusinessGesundheit & Medizin
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Bertie Bosrédon* */bow-ray-dom/ http://bertie.fr b@bertie.fr PM Society 30 April 2013 Trust, Reputation, & Social Media in healthcare
About me • BHF • Breast Cancer Care • Freelance • Purple Vision • Amnesty International, Samaritans, Scope, Roche, CharityComms, Podcast, Teaching…
Claude 61 Dijon (France)
revolution
organisation Monarchy
Democracy
* A few stats
X 91% of adults online use social media Source: http://www.guardian.co.uk/voluntary-sector-network/2012/oct/09/practical-guide-started-social-media
Source: http://www.fanalyzer.co.uk 35-65+ 37.1%
Every month, UK spend 184 million hours watching YouTube, average session 20 minutes 2nd biggest search engine Source:http://www.newmediatrendwatch.com
Twitter has over 200 million users 80% mobile access
11 million users been there done that
3.5 million users
After 3 weeks 2,324 videos/hour
Source: http://www.guardian.co.uk/voluntary-sector-network/2012/oct/09/practical-guide-started-social-media
How do you choose?
* Digital first
* External engagement personification of the brand
* Reach digital services delivery
1 post every 4 minutes 1500+ active users / month 60,000 visitors / month 8 hours of moderation / day
* Internal culture (towards) the end of silo working
Guidelines Training Staff survey
Digital Competencies Framework Activity Introduction to digital communications Principles Instinctive, shared Skills & knowledge Stage 1 IDC100 Basic understanding Stage 2 IDC200 Understanding & segmenting your audience Stage 3 IDC300 Setting objectives Stage 4 IDC400 Writing a brief Stage 5 IDC500 Collaborative working: internal & external partners Requirements (tools & resources) Induction, lunchtime seminar, webinar, FAQ, video Online training, workshop, guidelines, templates, glossary Templates, criteria check, case studies Online training, workshop, webinar, templates, case studies Online training, workshop, webinar, 121 training, guidelines
Digital Competencies Framework Activity Social media Principles Consistent, inclusive, coherent, brave, agile, empowered Skills Stage1 SM100 Listening Stage 2 SM200 Engaging Stage 3 SM300 Measuring Stage 4 SM400 Recruiting external ‘champions’ Stage 5 SM500 Planning a campaign Requirements (tools & resources) Guidelines, platform/tools training, online training module Online training module, tools, software Online training module, tools, software, workshop Online training module, tools, software, guidelines Workshop, 121 training, case studies, online training module
* Listen Engage Measure
How to…
Tools Sprout Social Hootsuite Radian 6 Hubspot …
£26 £39 £65 £6 £0
Listening
Engaging
Measuring
* Any questions?

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  1. Founded in 2006 by Scott Harrison. New York City club promoter for ten years.In first 5 years, 40 million dollars: £25millionFund water projects