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Thu, Jun 20 12:07pm · Employee Social Media Policy in Give & Get Advice

We have a social media policy for employees that recognizes their right to participate in social media but also notes that they must adhere to our Code of Conduct when using or participating in social media. All the rules that apply to other communications apply here, specifically protecting confidentiality, privacy and security.

Tue, Jun 18 12:09pm · How Are You Logging Into FB To Manage Your Business Page? in Give & Get Advice

You could set up a separate professional Facebook page for yourself, linked to your work email to administer the business page. Then you would be able to keep your personal Facebook page personal.

Thu, Jun 13 11:42am · How Are You Logging Into FB To Manage Your Business Page? in Give & Get Advice

We handle it similar to what @jesslewis422 does. In addition, I have the Facebook Pages app on my phone which allows me to easily switch from one corporate page to another (We have one main page as well as some pages for different departments).

Wed, Jun 12 11:28am · Separate social media channels by service line or department in Give & Get Advice

We used to have multiple Facebook pages before I was hired as the social media specialist. Today we have one main page and have absorbed or "adopted" all of the child pages under one umbrella, save 4. Our Cancer Center, Trauma Unit, Foundation and our medically-integrated fitness center all have separate Facebook pages. I have admin rights on all of them but our Cancer and Trauma leaders do most of the posting on their pages. i handle Foundation posts but their team does as well. The fitness center is administered by our marketing team and the company that runs the center for us.
All of our other social media sites (twitter, instagram, LinkedIn) are corporate sites.
Most of the PR team and a few of the Marketing team members have admin or editing rights. In addition, some of our HR team has admin rights on LinkedIn for posting career opportunity stuff.
We are a small enough organization that we haven't had a whole lot of after hours things to deal with. When there is a community event, we modify our work week to allow for coverage and also I am OK with them sending me a photo or two to post. We haven't had a problem with coverage so far.

Wed, Jun 12 10:38am · patient responses and follow-up process in Strategy, Policy & Best Practices

We adopted the "Hug Your Haters" approach and try to respond to every comment on every social media platform. We have a general public comment explaining that we welcome all feedback from patients but that we cannot handle patient information publicly and then we include a contact number for the manager of whatever department or office they are complaining about. I then also private message them with similar information explaining who the manager is that they can reach out to, with the phone number again. I then, send a copy of the review and a link to the social media site where it is posted. That email is copied to our "Reputation Management Team" which includes our CEO, president and all the vice presidents. The manager who handles the outreach to the patient is then directed to "reply to all" when they are able to resolve the matter.
We are having some success, with even a few people who have come back to delete or update their reviews.
Of course not everyone is going to be "won over" but even if they don't change their review, anyone who reads it in the future will see that we are a health care organization that cares and responds. As Mr. Baer says, not responding is a response. It's a response that says you don't care.

Fri, May 24 10:11am · Yelp fights to combat an anti-Yelp documentary with Google ads and a domain name in Platforms, Software, and Tools

I hadn't heard about this. Can't wait to watch it and I hope it puts some pressure on Yelp to change its ways!

Mon, May 13 4:14pm · Proactively asking for reviews online? in Give & Get Advice

We created cards (business card sized) that say "Find us on Social Media" and include the logos for Google Maps, Yelp, Healthgrades etc. The doctors can indicate to their medical assistants when a patient is a "happy" customer and the MA includes the card with the paperwork the patient takes home after a visit. Our Ortho docs started using them last year and it's really working. We are planning to roll them out to our primary docs soon. Our Quality folks are also working with a vendor that helps direct patients who complete our patient satisfaction surveys to share positive reviews (not as familiar with what all is involved in that, though).

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