Health 2.0

Ten Rules for Health Care Organizations Interested in Using Social Media

Include social media like “Facebook” or “Twitter” in health care business plan, and you’ll probably prompt glazed looks from the average health care administrator. Those who recognize the terms will want to know what they have to do with filling up that new heart catheterization suite or increasing referrals to their infusion center.  They’re too busy with marketing flotsam like “Top 100” billboard campaigns or convincing the local news media to mention that newly renovated lobby. These functionaries look, but they do not see.

Case in point: during a recent work-out at the local fitness center, the Disease Management Care Blog  witnessed two elder women chatting while speed-walking on side-by-side treadmills.  Down the row were two younger women on side-by-side exercise bicycles, also chatting.  The difference was that the two younger women had ear plugs in place, their cell phones out and were simultaneously texting.  All four women were continuously talking at the same time, but that’s not the point.  The point is that two-way web-based cellular communication is fast becoming a 24-7 standard for tens of millions of people.  Those two elders may currently command greater purchasing power, but those texting youngsters is where the future lies.

As mentioned in yesterday’s post, health care organizations that realize that they need to get the attention of the two women on those exercise bikes will find it extremely challenging.  That’s because those ladies will have to “opt-in” and agree to “friend” or “follow” you.

While social media is just as new to population health providers, the DMCB thinks they’ll have a leg up because they have been in the “opt-in” business for over a decade.  After doing some reading and talking to some colleagues in the disease management industry, here are ten insights that can help other health care organizations such as accountable care organizations, integrated delivery systems, medical homes or other provider organizations build followers, tweeps, and friends the opt-in world of social media:

1) Offer brief, personalized, meaningful and relevant content: mass messaging and links to milquetoast advice offer little value.  Efficiently written humor, unique insights and actionable information need to make the effort it takes for your customers to pay attention worthwhile. Being snarky , rude and pushy isn’t necessarily bad. Extra points for catering to “micro” communities.

2) Expect slow uptake, one person at a time: adoption is non-linear, starting slowly and building as awareness grows to, if you do this right, a tipping point.  While big Twitter communities weren’t built in a day, the good news is that once a base of readers/friends/followers is established, it won’t easily go away.

3) It’s a part of a larger coherent marketing and branding strategy: traditional communication “channels” still have a role to play.  Print, email and phone calls should continue in addition to tweets and postings.

4) Aim it relevant generational health issues – current younger users of social media are more likely to be interested in personally important issues like health promotion, obesity or child care.  Chronic conditions like diabetes or hypertension are less relevant…. for now.

5) Incentives are OK: assuming you can get past the kick-back, privacy and insurance rules, think gift certificates or raffles for sign-ups as well as referrals. It works in employer settings, why not out on the net?

6) Worries? Yes, including HIPAA, creepy data mining, hacking, surveillance, cyber-bullying and predatory behavior.  You’ll need to be up-front with friends and tweeples about this and promptly notify them of any problems.

7) It’s messy: the likelihood that this can be predictably planned is very low.  Flexible adaptation and trying to get buy-in from a skeptical audience means this will be more of a journey than a destination.

8) Social media networking is important: in addition to building your community of individuals, you’ll need to interact with other Twitterers, Facebook pages and blogs.  Play nice with them and they’ll notify others about you.

9) Prize relationships: this is a two-way street, which means you have to have a reputation for listening. That means being aware of any community “buzz” and promptly answering all individual questions, comments and concerns.

10) It isn’t cheap: This takes time. This has to be supported with policy and procedure. This requires training and staffing. This needs money.

Jaan Sidorov, MD, is a primary care internist and former Medical Director at Geisinger Health Plan with over 20 years experience in primary care, disease management and population-based care coordination. He shares his knowledge and insights at Disease Management Care Blog, where this post first appeared.

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Medical students and physicians face the choice of either not using social media or using pseudonyms that only friends know in order to avoid violating privacy rules and to steer clear of inappropriate contact . However may veteran providers still have not explored the vast benefits of Medicine going social.. From hearsay it is believed that top-level doctors and medical professors recommend staying away from so called ‘Social Media Medicine ‘ this can be due to reasonable fears about information security ,diagnostic errors and conflicts of Opinions amongst some global medical fraternities. Medicine is transforming at an explosive rate. And social… Read more »

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I have to agree with the majority of posters…yes technology will continue to evolve and “facebook” may lose its splendor and may be replaced by the next best thing but web-based communication is here to stay and source that allow that communication to become more streamlined in our fast paced society can only enhance how the web is utilized.
The comments began with Nurs6022 discussion point number 4 which can be summarized as “having relevance”. Whatever approach we utilize to share or market what we have or what we know must have relevance to its intended audience

Mike Morrison

Like other posters, I have to politely disagree with those who view social media as a passing fad. I often wonder if those espousing this opinion were similarly skeptical of web sites a few years back? We need to face the fact that patients, prospective employees, members of the media and others are turning online for information about our hospital. People are talking about us and asking each other about their experiences with us. Why not have a voice in the conversation? I can’t remember the last time I got a personal question answered by a billboard or television commercial.… Read more »

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Some healthcare organizations are beginning to recognize the potential impact of leveraging social media channels to complement training efforts. Mayo Clinic Social Media Manager Lee Aase, for example, incorporated social media into a recent training presentation for local chapters of the American Heart Association. (Check out Lee Odden’s social media interview with Aase for Online Marketing Blog.) During the presentation, Aase leveraged Twitter to encourage participants to contribute to the discussion using the #AHAchat hashtag.

Julia Hammond

I’m more concerned with hard data and the mining thereof, but I do recognize the vaue of social media in providing a support group.


Mr. Murray’s unbelievable statement (“Facebook and other similar so-called “social media” is fluff and of no economic or medical value now or ever.”) flies in the face of the groundswell of professional medical organizations which have formed thriving FB communities tied to their society sites, their journal sites, and other sites of professional value. Mr. Murray misses an important point about social media: in our digital world, these are tools to bring like-minded people together to share and to educate. They’re popular because they work. Further, I find it ironic that Mr. Murray would put down social media as “idiocy”… Read more »


Mr. Murray, I find your attitude archaic. As David Jones said, you might have felt the horseless carriage would never survive, or maybe you would prefer we still called on the the crank telephone with the party lines. For all your fluff and bluster, you do have a valid point regarding EMR information. The EMR information must maintain a patient’s right to privacy and still be accessible to the patient and to medical providers at the patient’s request. Records might also be coded to allow research to occur while protecting the patient’s privacy.

Wendell Murray

I am sorry that the two commenters above apparently have jumped into an industry of hype and nonsense and will therefore their activities – even worse defend the inevitable bubble that is Facebook – blindly. Facebook is the new AOL. The level of valueness of the service is the same and the lemminglike willingness to fool oneself that there is some value there, not mention the laughable economic valuation given Facebook, is the same as that surrounding AOL in its heyday. The only issue of value in regard to healthcare technology is the one I mention regarding real-time collection of… Read more »