Hive StrategieS HelpS HoSpitalS engage patientS tHrougH Social media.

a guide for hospitals

in social media

responding tonegative comments

don’t let fear of negative comments hold you back

A survey found that only

two percentof social media comments are negative.

Focus on the rewards: social media pays big dividends.

For success,

plAn AheAd.Follow these important steps:

adjust your listening attitude

Welcome negative comments.

• shows your community you’re real• provides useful information• opportunity to share positive message

conversationmonitor the

regulArly monitor your social networks, blogs and the web for negative comments.

don’tjump the gun

Ask three questions: 1. Who is this person? 2. is he asking for a response or

just venting? 3. Where should the response

come from?

folloW theseeight rules of response

one:don’t delAyyour response.

tWo:respond on the same channel first.

three:be honest.

four:use cAlm, relaxed words.

five:don’tget defensive.

six:Focus on Feelings; don’t debate facts.

seven:hAve conversAtions,not arguments.

eight:remember hipAA;say what you can.

avoid the urgeto purgedon’t delete negative comments.

explain any

deletions.if you must delete a comment due to language or hipAA violation, explain why.

private meetinginvite a

real names only, please

require commenters to register using their own names.

payoff: stronger relationships with patients, their families, and your community.

visit www.hivestrategies.comto download a detailed e-Book on this suBject

dan hinmon is principal at hive strategies, a firm devoted solely to helping hospitals engage patients through social media. hive strategies does not manage hospital social media efforts. instead, hive helps hospitals establish solid social media strategies and mentors them through startup and implementation.

dan has provided marketing, advertising and public relations services to hospitals, healthcare plans and physician groups for nearly 25 years, including a stint as a hospital marketing director.

Besides being a member of the social media health network, dan is also a contributor to healthcare communication news.

Web: www.hivestrategies.comBlog: www.hivestrategies.com/social-media-strategy-blog/twitter: @hivedandan@hivestrategies.com503.472.5512