social media: what's all the fuss?
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The slides from the first of four sessions I'm providing through Rochester Community & Technical College over the next several months.TRANSCRIPT
Lee Aase Chancellor, Social Media University, Global (SMUG)
February 18, 2014
Social Media 101: What’s All the Fuss?
Agenda
• Overview of ways in which social networking and social media are transforming society
• Introduction to useful social media tools
• Review of Mayo Clinic’s history in social networking and experience in social media
• Historical context on the changing media landscape
• Guidelines for personal engagement and encouragement to explore
Today’s Presentation is brought to you by the number
0
The Most Important Word in Web 2.0
Bringing Hope to the Mediocre
About Lee Aase (@LeeAase)• BS, Political Science, Mankato State University
• 14 years in politics and government at local, state, national levels
• Mayo Clinic since April 2000
• Media relations consultant
• Manager (2003-10) Media Relations/Research Communications, Syndication and Social Media
• Director, Center for Social Media (2010)
One more reason why you can do this...
Answering a burning question...
It all started with a tornado...
Mayo Clinic’s First Social Networkers
©2011 MFMER | slide-18
Patient Word of Mouth
2009 Patient Brand Monitor, n=900
• 91% said “good things” about Mayo Clinic after visits• Average of 43 heard “good things”
• 86% recommended Mayo Clinic• Average of 24 advised to come• Average of 6 actually came
©2011 MFMER | slide-20
Sources Influencing Preference for Mayo Clinic (2010)
Consumer Brand Monitor, Base: Respondents who prefer Mayo Clinic;*differs significantly from Q2-2010
5
5
13
25
26
29
33
48
62
82Word of mouth
News stories
Hospital ratings
Internet
MD recommendation
Personal experience
Advertising
Direct mail
Social media
Insurance plan2010 study (n=119)
Social Networking is part of the Mayo Clinic DNA and is
fundamental to health care
From Mayo Clinic Center for Innovation:
Think Big. Start Small. Move Fast.TM
Mayo Clinic Medical EdgeSyndicated News Media Resources
• Existing Medical Edge radio mp3s
• Launched Sept. ’05; Increased downloads 8,217%
First Foray in “New” Media
• Public Affairs group met Oct. 2005 to July 2006
• Reviewed landscape and made recommendations on initial strategies
• Process changes to create more in-depth products - podcasting
• Save blogging for later
Taking a step back: Content Creation/ “New Media” Task Force
My First Blog Post - 7/30/06Lines from Lee
Beyond the Hypochondriac feed
Mayo Clinic Medical Edge Sample Sound Bite
First Consultant: Shel Holtz - Feb. 2007
Involuntary Social Network Representationmyspace.com/mayoclinic
Facebook: 11/7/07
A Pivotal Presentation
Second Consultant: Andy Sernovitz - Feb. ’08
The Revolutionary impact of consumer-grade video
Dramatically increased number of videos and depth of content
@MayoClinic on Twitter: 4/29/08
Podcast Blog: April ’08
The $4-a-month online newsroom
Started Yammer Sept. 2008
Let’s Talk “site” - May 2008
Sharing Mayo Clinic - January 2009
Intro to Today’s FREE Tools
Blogs RSS
Podcasts Social Networks
Skype YouTube
Wikis Twitter
Slideshare uStream
Intro to Blogs• Just an easy-to-publish Web site that allows
comments
• Blogs in Plain English - Lee LeFever
• You read them all the time without even knowing it
• Create a blog at wordpress.com or blogger.com in less than a minute
RSS = Really Simple Syndication
• Lets you easily track dozens of blogs or other Web sites without surfing
• Truly opt-in “email”
• RSS “baked in” to browsers
• Free Web-based options like Feedly
Podcasts
• TiVo for Audio (and now video)
• Don’t need an iPod to use
• Series of segments to which you can subscribe via RSS
• iTunes free for PC or Mac
• Create your own FREE podcast (listed in iTunes) through SMUG
Social Networking Sites
Wikis
• Collaborative editing tools
• Wikipedia the most famous
• 4.5 million articles in English
• Definitive stories quickly on
• 35W Bridge Collapse
• Sandy Hook shooting
• Boston Marathon bombing
YouTube
• World’s second largest search engine
• Google bought for $1.65 Billion
• “The world has voted, and we want to watch videos on YouTube.” - Andy Sernovitz, SocialMedia.org
Slideshare: YouTube for PowerPoint
• Presentation at Community 2.0 conference in San Francisco on May 12, 2009
• Attendance approximately 200
• Somebody tweeted something like “Hey @GuyKawasaki, @LeeAase just mentioned you in his presentation” and included the link to my presentation, which I had uploaded to Slideshare.net
Behold, the Power of Slideshare...
UStream.tv
• Your own global HD TV station
• Free version is advertising supported
• Premium plans allow branding/customization
A Broader Historical Perspective...
Thesis #1: Air was the original social medium
©2011 MFMER | slide-18
Patient Word of Mouth
2009 Patient Brand Monitor, n=900
• 91% said “good things” about Mayo Clinic after visits• Average of 43 heard “good things”
• 86% recommended Mayo Clinic• Average of 24 advised to come• Average of 6 actually came
©2011 MFMER | slide-20
Sources Influencing Preference for Mayo Clinic
Consumer Brand Monitor, Base: Respondents who prefer Mayo Clinic;*differs significantly from Q2-2010
5
5
13
25
26
29
33
48
62
82Word of mouth
News stories
Hospital ratings
Internet
MD recommendation
Personal experience
Advertising
Direct mail
Social media
Insurance plan2010 study (n=119)
#2: Electronic tools merely facilitate broader, more efficient
transmission by overcoming inertia and friction
#4: Social media are the third millennium’s defining
communications trend
For most of the 20th Century...
Every day these guys would define the news...
While local affiliates and newspapers sold audiences to advertisers at monopoly prices
Then one day, Ted Turner revolutionized TV
...and one of these guys invented the Internet
Although the traditional media didn’t sense the magnitude of the coming change...
Because information and the means of
dissemination were democratized, everyone
became a potential reporter
Gutenberg: Global Mass Literacy Zuckerberg: Global Mass Publishing
#7: Hand-wringing about merits and dangers of social media is as productive as debating gravity
If you think blocking is a viable long-term option...
A Balanced Approach to Professionalism
• Avoiding faux pas is important but cannot be the only standard for judging professionalism in social media
• Professionalism is more than the absence of unprofessional conduct
• Professionals have a moral obligation to use available tools effectively on behalf of those they serve
Key Elements• All policies apply in social media, too
• Privacy
• Mutual Respect
• Computer use
• Generally don’t “friend” patients
• Remember the “front page” rule
Guidelines for Mayo Employees
If these seem eerily similar to IBM Social
Computing Guidelines...
#9: Mass Media will remain important levers that move - and are moved by - social media buzz
The Octogenarian Idol Story• Alerted to interesting video of elderly couple
playing piano in Gonda atrium
• Video shot by another patient and uploaded to YouTube by her daughter
• Video had been seen 1,005 times in six preceding months since upload
• Embedded in Sharing Mayo Clinic, posted to Facebook, Tweeted on 4/7/09
The next day...
0
1,000
2,000
3,000
4,000
1,095
3,085
4/7/09
4/8/09
Total Views
0
7,500
15,000
22,500
30,000
1,0953,085
26,973
4/7/094/8/09
4/13/09
Total Views
0
17,500
35,000
52,500
70,000
1,0953,085
26,973
64,778
4/7/094/8
4/134/22
Total Views
0
50,000
100,000
150,000
200,000
1,0953,085
26,973
64,778
187,956
4/7/094/8
4/134/22
5/3
Total Views
0
62,500
125,000
187,500
250,000
1,0953,085
26,973
64,778
187,956
228,055
4/74/8
4/134/22
5/35/4
Total Views
0
75,000
150,000
225,000
300,000
1,0953,085
26,973
64,778
187,956
228,055
292,766
4/7 4/84/13
4/225/3
5/45/5
Total Views
0
150,000
300,000
450,000
600,000
1,0953,085 26,973 64,778
187,956228,055
292,766
555,675
4/7 4/8 4/13 4/22 5/35/4
5/55/10
Total Views
0
175,000
350,000
525,000
700,000
1,0953,085 26,973 64,778
187,956228,055
292,766
555,675
692,713
4/7/09 4/8 4/13 4/22 5/3 5/4 5/5 5/10 5/11
Total Views
0
275,000
550,000
825,000
1,100,000
1,0953,085 26,973 64,778
187,956 228,055292,766
555,675
692,713
1,022,122
4/7/09 4/8 4/13 4/22 5/3 5/4 5/5 5/10 5/11 5/15
Total Views
0
550,000
1,100,000
1,650,000
2,200,000
1,0953,085 26,973 64,778 187,956 228,055 292,766
555,675692,713
1,022,122
2,047,021
4/7 4/8 4/13 4/22 5/3 5/4 5/5 5/10 5/11 5/15 5/26
Total Views
Early Morning May 26
May 26, 2009: Live in Studio Good Morning America
Results to Date• More than 9.4 million views on YouTube
• Over 1.5 million on Sharing Mayo Clinic
• From 200 views/month to 5,000 views/hour
• Validation of Thesis #26
#26: Your mileage may vary, but you’ll go a lot further if
you get a car.
#10: Social media strategies can’t compensate for an inferior offering
or bad service
United Breaks Guitars Breaks United
#17: Social media are free in any ordinary sense of the word (or at least ridiculously inexpensive)
Total Cost for Mayo Clinic Facebook, YouTube
$0.00
In the European Union, based on current exchange rates:
€0,00
#18: As I approaches zero, ROI approaches infinity
Unique Myelofibrosis Patients
0
100
200
300
400
2008 2009 2010 2011
MCF MCA
#19: MacGyver is the model for social media success
The MacGyver Mindset
#22: Social media are an essential part of a balanced
communications diet
Basic Social Media “Food Groups”
#25: If your product, service or experience is remarkable enough,
your customers will create content for you
#33: Social media will decrease diffusion time for medical research
and healthcare innovations*
*and other innovations, too
ROI Case Study: Time Savings through Internal Social Networking
• MCCSM Daily 8:15 a.m. check-in meeting/call
• Moved to a Yammer thread in October, saving 12 minutes/day x 10 members x 250 days/year = 500 hours/year (nearly 0.25 FTE or $20,000)
ROI Example:Patient Education Collaboration Opportunities
• Videos covering FAQs
• Short, procedurally focused videos are ideal
• Huge potential savings - competing vs. non-production
• Crossover potential for demand generation
Calculating ROI
• Cost of shooting and editing < $200
• Cost of storage: $0
• Cost of distribution: $0
• Value of time saved by avoiding repetitive explanations: $?,???
• Other “marketing” benefits: $?,???
Non-Participation Has Costs Too: The Pertussis Experience
• With introduction of DTP vaccine, U.S. pertussis cases declined 90 percent in 15 years, from 120,000 cases in 1950 to 6,800 in 1965.
• For 37 years, cases never exceeded 10,000/yr.
U.S. Pertussis Cases
Lessons and Observations
• Sometimes the perfect can be the enemy of the good. Take the side of the good.
• Follow the Mayo Clinic Center for Innovation Motto: Think Big. Start Small. Move Fast.TM
• Iterate until it’s great.
• Accelerate.
For Further Interaction:
• Google Lee Aase or SMUG U
• @LeeAase on Twitter
And Speaking of Twitter...
Next session is March 6
Twitter: Social Media’s Gateway Drug