Get Your Head in the Game! Get Your Head in the Game! Understanding Healthcare Consumer Use of Social Media in Reshaping HIM Perspectives Social Networking Applied to Healthcare Erin Maney Educational Consultant & Instructional Designer Monroe Community College

Evolution of Social Media Melding of User Generated Content and Web 2.0 for information aggregation and dissemination

1978 Bulletin Board System concept to inform friends of meetings, make announcements, and share information 1993 Mosaic browser developed by University of Illinois Urbana- Champaign birthing webpages and web accessibility 1994 Information Superhighway – Internet (WWW) faces criticism as media source 1995 The World Wide Web reports 1 million active websites 1998 Social media unites friends via social network platforms and blogging boom takes off

2003 Second Life launches concept of virtual worlds 2004 Social Bookmarking concept introduced 2007 iPhone released – social networks go mobile 2009 Twitter breaks story about plane landing in Hudson River 2010 Internet cited as primary way Americans get news (personalized news feeds)

2011 Year in Review 550 million people on Facebook 33 billion tweets sent each day 12,233 tweets per second during the Super Bowl 2 billion video views on YouTube 90 million professional LinkedIn users

1988: Internet Relay Chat Real-time status updates use system of hashtags (#) Used to keep tabs on Gulf War 1992: World Wide Web Released to public 1997: AOL Instant Messenger Allowed users to create buddy lists and share files 2002: Friendster Allowed users to create and maintain contacts, and share online content and media 2003: MySpace and LinkedIn Use of bulletin posts, share group pages, and manage professional networks

2004: Flickr and Facebook Photo-sharing, “friending”, melding features into one platform 2005: Bebo, Ning and YouTube Personal blog pages, community websites, video upload and sharing site 2006: Twitter Share status updates, tagging 2009: Foursquare Users can check in to various locations, competitive award system 2011: Google+ and Pinterest Circles of friends, content curation

So what exactly is Social Media?Social Media

Purpose Determines Medium Social Networking Google+ LinkedIn Facebook Social Bookmarking Digg Diigo Delicious RSS Social Commentary Twitter Facebook Blog Social Content Sharing SlideShare Google Docs (Drive) Prezi Preezo

Are you an active participant in the Digital Era?

One example of a corporate virtual world (IBM) used for project collaboration, new employee orientation, presentations and training (“what-if” scenarios).

Forterra Systems uses virtual-world software to train nurses and emergency response professionals.

Social Media Landscape Social Media Landscape in Healthcare How are Patients Using Social Media? Patient Usage Survey Why (and How to) Use Social Media in Healthcare? 2012 Study of US Hospitals

Health is Happening Health is Happening on Major Social NetworksSocial Networks Have used social media to find health- related consumer reviews (i.e. of treatments, procedures, or physicians) 40% Are using YouTube, Facebook and Twitter to find medical information, research and share their symptoms, and offer opinions about doctors, treatments, drugs, and health plans 1/3 Have publicly posted about their health or healthcare experience 1:4 PwC Health Research Institute survey, 2012 Interactive Consumer Survey Results, 2011

Patient Engagement CaringBridge.org Connect families through health and healing journeys Patient Portals Custom patient profiles Access test results, request prescription renewals, review recent visits, request appointments Communicate non- urgent concerns to healthcare team Also available via mobile appmobile app Knowledge Base/Self- Diagnosis Tools Aggregated FAQ database with content contributed by healthcare professionals Searchable by patients for non-urgent concerns and common questions

In 2012, the University of Maryland Medical Center (UMMC) conducted a study of 1,229 hospitals in the U.S. inquiring about their use of social media … have Facebook Pages are on Foursquare have Twitter accounts have a YouTube channel use blogs 1,

Purposeful Engagement via Web 2.0 Pages allow for photo sharing, reference material postings, testimonials, feedback from clients, organized events, and much more … Short updates (140 characters) regarding hours and closings, advice and tips, share articles and resource links, highlight activities, promote events … Create videos to educate patients: welcome message, who we are, meet the physicians, what you should know before a procedure, virtual toursvideosvirtual tours Regulations and privacy concerns still limit how patients and healthcare providers use social media.

Purposeful Engagement via Blogs Collaborative learning and sharing spaces, staff profiles and organization strategic plan (mission/vision) Learning and/or research communities Discussion forums Scenario-based collaboration, sharing resources, reference material, podcasts podcasts 54% of patients (of 1,060 surveyed) are comfortable with providers seeking advice from an online community (blog) to better treat their conditions (connections/networking)

“Engage and Educate” – do not use social media to diagnose. Leverage social media to share information that is useful and timely. Embrace the collaborative spirit of social media as a means to unite staff, volunteers, patients, and other stakeholders. Key Points Social media is part of our culture. You need to learn about it and learn how you can use it to make connections, improve patient experience, and garner media coverage to attract new patients and staff.

Open Discussion How are you currently using social media? How can social media be used for outreach within your organization? What value can social networking add to your organization? Of what value is social networking to you personally and/or professionally?

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References /healthcare-social-media-2/ eers-in-healthcare/why-medical- professionals-are-using-social-media aphic/infographic-how-healthcare- professionals-use-social-media es/110711p10.shtml le.pdf industries/publications/top-health-industry-issues-of jhtml iage.asp buffalo/4bae20d3f964a be D460B0AB85735&index=2&feature=plcp ml mp3 Examples