http://www.spiral16.com For healthcare companies, understanding what information your customers may find about you is as important as what your potential customers are saying about you. Monitoring helps focus your business priorities–saving valuable time and resources.
And while social networks play an important part in health seekers online life, the vast majority begin their searches for information and communities via a traditional search engine like Google, not via social networks. This means any listening strategy needs to built around solutions that provide context beyond just social platforms to help you understand how health facilities, providers, or communities appear online.
3. spiral
Health Seekers
As they are with brands and products,
consumers are increasingly turning to the Internet
for more and more of their health information
needs.
Meet the Health Seekers.
3
4. spiral
Health Seekers Online – When Do They Search?
70
60
50
40
30 For self
For someone else
20
10
0
Before a After a doctor Unrelated to a Instead of a
doctor visit visit visit visit
Peer-to-Peer Healthcare – 2.28.11, Pew Internet & American Life Project
The Online Healthcare Revolution and the Rise of e-Patients and e-Caregivers – 11.3.03, Pew Internet & American Life Project
5. spiral
What are they searching for?
• Tentatively diagnosing their own
condition
• Confirming their doctor’s diagnosis
and suggested treatments
• Checking their doctors’ credentials
• Researching all available treatment
options – not just those
recommended by their doctor
• Researching specific medical
conditions when they (or a loved
one) are diagnosed
• Connecting with other patients with
the same disease
• Exploring and signing up for clinical
trials
Peer-to-Peer Healthcare – 2.28.11, Pew Internet & American Life Project
The Online Healthcare Revolution and the Rise of e-Patients and e-Caregivers – 11.3.03, Pew Internet & American Life Project
6. spiral
Why Are Health Seekers Searching?
• 93% say it is important that
they can get health 95
information when it is
convenient for them 90
85
• 83% say it is important that Convienience
Breadth of Sources
they can get more 80
information online than Anonymity
from other sources 75
70
• 80% say it is important to
get this information Health Seekers
anonymously, without
having to speak with anyone
Peer-to-Peer Healthcare – 2.28.11, Pew Internet & American Life Project
The Online Healthcare Revolution and the Rise of e-Patients and e-Caregivers – 11.3.03, Pew Internet & American Life Project
7. spiral
How Are Health Seekers Searching?
The vast majority begin their searches
via Google (or a similar search engine)
– not via social network channels or
medical sites
Peer-to-Peer Healthcare – 2.28.11, Pew Internet & American Life Project
The Online Healthcare Revolution and the Rise of e-Patients and e-Caregivers – 11.3.03, Pew Internet & American Life Project
9. spiral
The Power of Listening
Monitoring your presence online to
• Understand your digital presence
• Gather basic data for setting benchmarks
• Determine where your audience lives online
• Audit your messaging
10. spiral
Applying Online Data to Healthcare Initiatives
11. spiral
Define Your Objective
Monitoring:
• Emergency Services?
• Conversation around
specializations and services?
• Community education or
events?
• Doctor reputations or c-suite
personalities?
• Sentiment around your
facility, services, or physicians
• General conversation around a
facility?
12. spiral
Define Your Scope
• Listen locally, regionally, or
nationally?
• How far back do I need to
look?
• Where should I be looking?
13. spiral
Define Your Language
• Look for the terms that are around your specific facility
– (Nicknames, abbreviations, or common misspellings)
• Look for the language your patients or health seekers
will use, not just the official language you broadcast
• Explore the terms that will bring back data you don’t
want to see
– (-accident –trauma –obituary –police –funeral)
14. spiral
Discover Your Influencers
o Is your corporate or official landing
page a likely destination?
o Do your physicians show up on public
rating sites? How likely are those pages
to be found?
o What community or local pages
generate conversation around your
facilities and services?
o What kind of message are those other
sites broadcasting about you?
15. spiral
Where Is Your Audience?
• Which, if any, social network
does your audience utilize?
• Are health-seekers more likely to
discover information about you
via a news channel?
• How much reference or
informational material is a
health-seeker likely to find?
• Where should you target your
messaging or engagement
efforts?
16. spiral
Setting Benchmarks
• What is the general sentiment
around your facility or services?
• What’s the ratio of news
mentions to social mentions on a
daily, weekly, or monthly basis?
• If searching within a category or
area of specialization, how often
does your facility get mentioned?
• If you’ve discovered disparate
communities around your
facility, can they be connected or
engaged with?
17. spiral
Selling It Up With Measured Success
o Targeted messaging to the channels
where your audience already lives.
o Measuring how your communication
alters the language health seekers
are likely to see
o Responding to damaging reviews or
comments
o Proactively connecting patients with
advocacy and service professionals
o Growing participation in education
and health behavior initiatives
18. spiral
Conclusions
• Understanding what information your audience may
find about you is as important as what your audience is
saying about you
• Knowing where to focus your efforts saves valuable
time and resources
• Building a strategy around measurable data will keep
your efforts focused
• Translating those efforts into ROI promotes executive
buy-in
19. Thank you from
Tracy Panko & Aaron Weber
@tracypanko @dadsbigplan
built different.
better data. better decisions.
spiral16.com | @spiral16 | contact@spiral16.com | 913-944-4500
19
Notes de l'éditeur
More than half of consumers searching online for medical information were searching for someone else. 72% of health seekers were looking for info about a specific illness or condition (compared to the 52% of seekers who were searching for themselves).
In effect, many people are using online health information as a de facto second opinion, as well as a means by which to explore alternative treatments that align more closely with their beliefs regarding their wellbeing.
There is no big mystery why Internet health searches are so popular and important. People often feel helpless as it relates to their own healthcare, and searching online allows us to feel more in control of our heath and situation.
86% browse multiple sites and the vast majority start at a search engine like Google or a general site like Yahoo – not a medical site or via social connections. Those visits and connections typically occur *after* health seekers have familiarized themselves with the concepts and issues around their condition. 14% have one favorite site for health informationFrequent and enthusiastic health seekers are more likely to have health-related bookmarks, as are those who saw a doctor in the past year. Search engines’ value is that they deliver specific information at any hour to users who have become accustomed to “just in time” health advice. 93% of health seekers say convenience is important to them. The downside: Search engines don’t always deliver the highest quality results, esp. when a user isn’t sure what search terms to use.Last time they searched for health advice, those who used a search query on a search engine were more focused on getting the information fast than finding a trusted name – 45% started at the top of the search results and worked their way down; 39% read the results list and then clicked on the items that seemed to be the most relevant; and just 12% clicked on a site because they recognized the sponsor or name.
Strategy must be informed by qualified data. And to gather that data….
As with traditional datasets, online data needs to be placed in a broader context. To understand where your facility, service, or providers fit within that context you begin by listening.
These are just a handful of the applications forward thinking healthcare providers are utilizing
Such as finding people complaining about ER wait times, quality of service. Looking for people discussing their experiences (or asking about) the kind of special services your facility provides (Cardiology, Pediatrics, Oncology, Cyber Knife Surgery, Bariatric Surgery, etc)This is the tack you’d take to monitor how well your community sponsored events are promoted, as well as gauging sentiment from participants or fellow sponsors. In many cases health seekers will find your official listings and then compare those doctor’s against crowd-sourced review sites like RateMyDr. Similarly, you can track the media presence (and sentiment) around highly visible c-suite executives or affiliates
The breadth of your monitoring should be dependent on your area of service. If you’re a local facility, then you want to focus your search to target your geographic area (especially if your facility name is not unique)Typically an initial monitoring date range can be kept between the last 30-90 days. Information on the internet changes quickly, and many sites (like your corporate portal or homepage) will show up regardless of what time frame you’re searching within.Easy: Everywhere you can. Limiting your monitoring to only Social Media means you’ll miss doctor ratings, your own messaging, news items, and much, much more relevant information that can help you understand how your patients are finding you, as well as what they’re reading when they do.
In addition to alternate names for your facility, be sure to use region/locale specific terms to ensure you’re only looking at your own facility, and not similarly named facilities not in your market.It’s important to remember that while you might have a fantastic branded term, consumers who are investigating procedures and treatments won’t be familiar with your specific terminology. They’ll default to broad terms like “heart attack/disease” or “cardiology” Adjust your searches accordingly.While we tend to err on the side of “show me everything”, in many cases you’ll see information that only mentions your facility in passing (accident reports, obituary notices, birth notices, etc). Decide whether those kinds of results support your objective or will just cause you to spend more time weeding them out.
While your official homepage is unlikely to be a first stop, it’s important to know how likely health seekers are to find it, as well as auditing what kind of message your site delivers. Does it support or contradict other information seekers might discover. Auditing your own message for sentiment and semantic composition can be combined with the site statistics your site generates to look for ways to improve your digital presence. Are your local news sources mentioning your facility in ways beyond press releases and community events? What kind of message would health seekers take away from those mentions?At the end of the day – it’s imperative to determine how much or how little you control your own universe online. Without listening, you’re left with nothing but speculation.
It’s important to know what segment of the web your audience is looking towards for information, as well as where they’re looking to be engaged. If your audience isn’t already on Twitter, there’s no gain in trying to force them to adopt the platform. If your audience wants information about you delivered to them via Facebook, then why spend unnecessary resources pushing content through channels they’ll never see?
This are just a handful of examples of the many ways your monitoring program can help you better define your goals for ongoing strategy or initiatives. These datasets often contain many pivot points you can tie to future success and measurement.
Garnering ongoing support for your digital or social initiatives often means selling the ideas up (or across) the ladder. By establishing your benchmarks, you’ve given yourself the ability to measure and track your success, or in the case of winning support for moving forward with your initiatives you’ve handed numbers-driven metrics that can be translated into real-world ROI. Having measurable results that can be translated into a digestible report can go a long way towards combatting intra-office inertia, as well as allowing you to make the case that these numbers affect the entire facility, not just the marketing or PR department.
1. Not to say that consumer or patient comments are unimportant; However, understanding *how* an individual came to hold a position allows you to make fundamental changes in your approach instead of just reacting.2. In a field filled with Army of Ones, our time and energy must be used strategically. Audit or ongoing listening allows you to best direct those efforts to the segment of the web your audience is already populating3. Having measurable data and events keeps you focused on those areas you can affect and measure instead of throwing spaghetti against the wall and seeing what sticks4. It’s easy to dismiss social media from an executive perspective (to say nothing of budget). By putting hard numbers around your efforts, you can more effectively sell your strategy up or down the ladder by tying it to real world consequences.