Our process sounds quite similar to those mentioned above. I am a member of 3 person digital marketing/comm team (all FTEs), but I am the only person charged with managing social media, my colleagues are resources/back ups as needed. At this time, we only have accounts for our main entities (Hospitals, Physician Group, College of Nursing/Medical Science, Medical Equipment corp. and HR recruitment). Our approval process sounds very similar to @rplattmmc for new accounts. We educate the departments/individuals on the time/training commitment, try to get them to narrow their goals and usually encourage them to start with providing content to our main accounts. We honestly have not had anyone take the conversation further than that since my role was created. If someone does pursue past this point, we require them to write a proposal that is reviewed by the marketing arm of our corporate leadership council and would ultimately be approved by the entire CLC. We do not try to dictate what providers can/cannot maintain their own professional accounts. If they choose to pursue that, we feel it's their own professional brand to own and we'll be a resource and require disclaimers about their affiliation with our organization. Departments are a different story. It has to be a pretty compelling reason, well-thought out goals and processes. Usually a conversation and opening our main channels to them is enough to meet their objectives.
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Wed, Sep 4 11:38am · Excluding Audiences on Facebook - OB/Pregnancy-Related in Give & Get Advice
Great question, and definitely following along. I don't have any similar experience, but I can see other applications for any creative solutions folks have. Cancer Center immediately comes to mind as well. Interested to see what the MCSMN can come up with on this!
Agree with all of the above. For us, Sprout has been the best fit. I find it more intuitive and like the way it links to my accounts. There are definitely features I would like (the tag report isn't as robust as I would like to be able to do service line focused reports for example). I would love to have Sprinklr, but it' snot something I can justify the cost for. I personally just did not like the way Hootsuite and Buffer worked and prefer Sprout as I am pulling in more individuals throughout the organization to help manage our accounts. Would be happy to talk more if you have specific questions on the platform.
Curious to hear everyone's feedback. We do not use an Instagram growth tool specifically. But we do use Sprout Social for management. Our region is fairly small and we're not searching for a national brand. Curious to hear about tools like this and the quality of the follower for your brand goals.
Happy to share! I'm embarrassed to say I am noticing some things are out of date for our internal processes, but this will give you a general idea of what we do…I'll be updating this now, thanks for the reason to look at it!
I think we are all in the same boat! Our approach is that the department leaders are responsible for their own celebrations and recognition weeks/days. Our Health System offers a small budget for recognition and if the department leaders chose to, they can reach out to us in Marketing/Communication and we will coordinate appropriate internal/external recognition tactics. We encourage them to plan ahead so that we can be effective, but it doesn't always happen. However, having the ownership be on them is really the best way to go. There recognition days/weeks for everyone, and we found it just too difficult to be in charge of making sure everyone is celebrated through those. Also, sometimes they don't feel strongly enough identify their own recognition events, that's totally fine, but we don't get good content if they aren't invested in it.And, if they want to take advantage of the opportunity to highlight their professions, we do all we can to help facilitate that. We have a policy on this topic on our employee intranet and revisit it often with our leaders to remind them of the process to access the funds and reach out to our team for assistance. Hope that helps!
Thu, Jan 31 10:40am · What would you like to learn at our next annual conference? in Give & Get Advice
I second virtually all of @moniquet 's suggestions!
I would really like to hear about how other organizations handle/track/respond to complaints that come in via social channels (and elsewhere on the web). There's been some good conversation on the topic on here recently, would be great to learn best practices.
Wed, Jan 2 1:32pm · Social Response & Patient Experience Collaboration in Give & Get Advice
We have never had someone be upset that we have reached out to them as a result of addressing a private post.
What we usually tell the service line leader is that the information we received about the issue came in confidentially and we need to be discreet in the way we follow up on it. I.E. if the patient is still with us in house, just go round and ask probing questions rather than outing the fact that a connection of theirs on social media shared their post.
The concern came up that a less-than-savvy or new leader might mishandle that confidential/private part and say, "A friend of yours on Facebook shared your concern…" that could potentially lead to a privacy debate.
I'm not sure I feel anyone should expect that level of privacy on social media (I preach this to our staff regularly, treat it as if anyone can see it regardless of your privacy settings). However, I very much understand that someone could feel violated and it's a murky area.