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Implementing Web 2.0 Strategies for Healthcare Providers

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How can you leverage Web 2.0 and social networks to empower your patients and providers, supplying them with innovative and effective web-based services and communities? How can they enable you to communicate more effectively and at lower costs?

Many hospitals are rushing to use Facebook, Twitter, blogs, RSS, YouTube and other social media tools, but are they doing it right? Is the use of social tools part of a cohesive strategy?

Join Edgewater's Internet Commerce Practice Director, Ori Fishler, for a complimentary webinar, where Ori will showcase opportunities for healthcare organizations to leverage Web 2.0 principles, as well as case studies of those who are doing it well.

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Implementing Web 2.0 Strategies for Healthcare Providers

  1. 1. Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 Ori Fishler, Director – Internet Commerce 1
  2. 2. Corporate Overview • Technology Management Consulting Firm – Provide a unique blend of specialty IT services – Leverage proven industry expertise in strategy, technology and enterprise performance management – Focus on middle and Global 2000 market • Founded in 1992 – Headquartered in Wakefield, MA – Publicly Traded (NASDAQ: EDGW) – Offices in AR, FL, NH, NY, CA – + 300 Employees, +225 Consultants – Represented in over 30 states – +1900 projects completed to date 2 2 Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 2
  3. 3. Internet Commerce Services Sales Service Marketing E‐Commerce Community  Mobile  and  Commerce and  Collaboration Content E‐Marketing  Customer Self  Services Service Search Personalization Content  Web Analytics Management Core 3 3 Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
  4. 4. Swine Flu – Who is Providing Information? Search Volume for Swine Flu skyrockets 4 4 Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
  5. 5. Agenda • What is Web 2.0 in a healthcare context? • The new reality of user expectations • Opportunities in Healthcare • Case Studies & Success Stories • Questions to ask yourself • Open Q & A 5 5 Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
  6. 6. What is Web 2.0? 6 6 Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
  7. 7. Web 2.0 Definition Web 2.0 is an attitude, not a technology. It’s about enabling and encouraging participation through open applications and services. Transparency, Openness, Collaboration, Interactivity, Engagement 7 7 Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
  8. 8. Old Model 8 8 Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
  9. 9. New Reality ? 9 9 Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
  10. 10. Pervasiveness of Social Media • Two-thirds of the world’s Internet population visit social networking or blogging sites, accounting for almost 10% of all internet time • Facebook’s fastest growing demographic: 35 - 49 10 10 Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
  11. 11. New World of Expectations • Access • Control • Easy to use • Anytime, Anywhere • From any device • Communicate • Collaborate • Interact • Share • Learn • Contribute 11 11 Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
  12. 12. Areas of Collaboration and Interaction 12 12 Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
  13. 13. Goals and Benefits • Extend the Local Health Community Online • Improve Patient Care, Education and Prevention • Drive Visits, Referrals, Consultations and Class Participation • Improve AHP Involvement and Engagement • Patient and AHP Loyalty • Build and Enhance Relationships • Expand Reach and Frequency of contact in a cost effective way • Improve Operational Efficiencies 13 13 Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
  14. 14. Case Studies and Success Stories 14
  15. 15. Creating a Vibrant Community 15 15 Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
  16. 16. Direct Communications and Transparency 16 16 Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
  17. 17. Adding Interactive and Engaging Content 17 17 Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
  18. 18. Rise in Importance of Social Tools 18 18 Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
  19. 19. Use for Community and Recruitment 19 19 Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
  20. 20. Electronic Medical Records 20 20 Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
  21. 21. 60% of Physicians Interested in Social Networks Physicians participating in such online communities are more likely to: • Be primary care physicians; • Be female; • Own a PDA or smartphone; • Go online during or between patient consultations; and • Be slightly younger than the average physician. Results are based on a Q1 2008 telephone and online survey of 1,832 practicing U.S. physicians. 21 21 Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
  22. 22. Internal Collaboration 22 22 Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
  23. 23. Questions To Ask Yourself and Your Organization • Do we have an explicit strategy for interacting with our patients/AHP online? • De we have defined goals and realistic expectations of outcomes? • Does our web presence contribute to our community, business, and public purposes? Does it contribute to our bottom line? • Have we minimized our service costs with online self-service options? • Are we measuring the success of our online initiatives and marketing spend? • Do we have a governance structure in place to support and maintain social media activities? • What new skills and capabilities do we need? 23 23 Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
  24. 24. Internet Commerce (IC) Practice • Web 2.0 Strategy • Competitive Analysis Strategy • Road Map Development Web Strategy • Organization Assessment Planning Business /  • Operational Strategy Vendor  Functional  • Budgeting & Planning Selection Requirement Execution Usability and  Web  Creative  Interface  Development Services Development Testing and  Product  Program  Integration Deployment Customization Management 24 24 Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
  25. 25. Thank You for Joining Us Questions? Thank You! Contact info Ori Fishler, Director Internet Commerce ofishler@edgewater.com (201) 575-1158 25 25 Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009

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