|No social media is |
complete without it!
That stuff is important, but PwC reminds us that social media has other important roles. "Outward" social media can also act as a listening post (for example, becoming aware of service perceptions like this before they reach a critical mass) and notification tool (such as patient alerts). Then there's "inward" social media, which can collaboratively link your workforce and allied professionals for online problem solving (there are lots in the public domain, by the way).
All well and good, says the DMCB but once you commit to investing in social media and setting up some accounts, what's next? While the DMCB doesn't usually reflect other bloggers, it recommends these well written Part I and Part II posts courtesy of David Harlow's Health Care Law Blog.
Mr. Harlow recommends that companies think early about the patient confidentiality rules imposed by HIPAA, professional codes of conduct and underrecognized threats from the Federal Trade Commission and National Labor Relations Board. The eye-opener for the DMCB was the need to develop local, flexible, inclusive and protective organizational policies backed up by training that reminds users that they are "ambassadors" for the company on their social media "property.'