Social Media Guidelines for our Clinicians

We recently published this guideline at BIDMC based on the input from a multi-disciplinary working group.  I thought it might be useful to share with the community, since many healthcare organizations are at the early stage developing social media policies.1. Why do consumers interact with an organization ’s social site?In general, there is a perception gap between the reasons consumers interact with companies on social sites and why the companies think they do. (Source: IBM Report: From Social Media to Social CRM)After discounts and purchases (not applicable to BIDMC), consumers ranked reviews and product rankings, general information and exclusive information as the top reasons they follow a company.Companies ranked learning about new products, general information, sharing opinions, and reviews and product rankings as the top reasons they think consumers follow them on social sitesReviews and rankings are important to consumers, so we track and respond to all reviews/messages we receive. The reviews are also a great way to capture feedback about patient experience on an ongoing basis.We receive reviews on all our social media sites. Some are informal, like a tweet. Some are formal reviews, like on Facebook, Yelp, Google+, etc. BIDMC monitors all sites 24/7 using a social media dashboard.To maintain our integrity, BIDMC follows the same social media guidelines as the universal online community. This means:We do not delete negative posts. The only thing worse than...
Source: Life as a Healthcare CIO - Category: Information Technology Source Type: blogs