Intro presentation for our reputation project being rolled out to 450+ locations.

1. Online Reviews and
Reputation.com
October 19, 2012
KINDRED HEALTHCARE Continue the Care

2. Social Media & Networks
“Social Media is the
democratization of
information, transforming
people from content
readers into publishers. It is
the shift from a broadcast
mechanism, one-to-many,
to a many-to-many model,
rooted in conversations
between authors, people,
and peers.”
-Brian Solis, Principal, Altimeter Group
KINDRED HEALTHCARE Continue the Care 2

3. Social Media Overview
Facebook – 1,000,000,000 active users
Twitter – 1 billion tweets posted per week
YouTube - 48 hours of video uploaded per minute
LinkedIn – 175 million professionals
KINDRED HEALTHCARE Continue the Care 3

4. Healthcare is Social
Social Media is a growing influence on the healthcare choices
and experiences of adults in the United States
• 200 million adults use social networking sites in the United States
• Nearly 36 million of social network site users have followed their friends’
personal health experiences.
• 23.4 million of social network site users have gotten health information
from their social network sites.
http://www.pewinternet.org/Reports/2011/HealthTopics/Summary-of-Findings.aspx
KINDRED HEALTHCARE Continue the Care 4

5. Online Reviews Matter
• Over 80% of Internet users search online for health
information, and 1/5th of their searches are about a
specific provider. (Pew Internet American Life Project, 2011)
• 92% of Internet users read online reviews and 89% of
people say that reviews influence their purchasing
decisions. (e-tailing group, 2010)
• 4 out of 5 consumers reverse purchase decisions based on
negative online reviews.
• More than 80% of reputation damage risks come from a
mismatch between the buzz and the reality. (Digimind, 2010)
• A difference of one star in the average rating of a typical
online business can lead to a 5–9% difference in revenues.
(Harvard Business Review, 2011)
KINDRED HEALTHCARE Continue the Care 5

6. Reputation Management
• Create a facility
dashboard with
reputation.com that
manages reviews
across our sites of
service
• Implement a process
that helps facilities
generate positive
reviews
KINDRED HEALTHCARE Continue the Care 6

7. Questions?
Ryan Squire
Director of Social Media
@RyanSquire
Ryan.Squire@kindred.com
KINDRED HEALTHCARE Continue the Care 7