touch•point

the healthcare digital marketing podcast

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TP48 - Data: The Dangerous Currency of Ransomware

This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain, & .Health.

There are multiple ways we use the internet to track our health and interact with care providers. This digital footprint has proven to be a pro and con to those working in the industry. CIOs and those in IT at hospitals and health systems have long been concerned with  HIPAA and PHI data security. In this episode, hosts Chris Boyer and Reed Smith discuss how “ransomware” - one of the most pressing threats to the healthcare industry - has evolved over the years and how health systems today are responding to these cybersecurity threats. Our interview with John Mason of OakHorn Solutions in which he shares his experience working with hospital leaders on how to best prepare for malware/ransomware threats.

Mentions from the show

Michael Venske’s website: michaelvenske.com

The Hidden Data Economy: The Marketplace for Stolen Digital Information whitepaper: https://www.coursehero.com/file/20348238/digital-economy/

I Feel Nothing: The Home Depot Hack and Data Breach Fatigue: https://www.npr.org/sections/alltechconsidered/2014/09/03/345539074/i-feel-nothing-the-home-depot-hack-and-data-breach-fatigue

Wikipedia definition of Ransomware: https://en.wikipedia.org/wiki/Ransomware

A History of Ransomware Attacks: https://digitalguardian.com/blog/history-ransomware-attacks-biggest-and-worst-ransomware-attacks-all-time

You Should Share Your Health Data: Its Value Outweighs the Privacy Risk: http://www.kpcb.com/blog/you-should-share-your-health-data-its-value-outweighs-the-privacy-risk

How Much is Your Health Data Worth? https://innovatemedtec.com/content/how-much-is-your-health-data-worth

John Mason on LinkedIn: https://www.linkedin.com/in/johnmason4/

John Mason on Twitter: https://twitter.com/jtmasoniv

OakHorn Solutions: http://oakhornsolutions.com/

Find Us Online

Touchpoint podcast Twitter: https://twitter.com/touchpointpcast

Reed Smith Twitter: http://www.twitter.com/reedsmith

Chris Boyer Twitter: http://www.twitter.com/chrisboyer  

Chris Boyer website: http://www.christopherboyer.com/

Social Health Institute: http://www.socialhealthinstitute.com/

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TP47 - 2017 Year in Review

This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain, & .Health.

In this very special episode, hosts Reed Smith and Chris Boyer recap the past year, sharing the high (and low) moments from the show, including awarding the first annual “touchies” award in the following categories: Best “Cold Open,” Best Episode, Best Alternate Name for TouchPoint/TouchCounterPoint, Best Guest and Biggest Fan. Special thanks to all of our listeners, guests and sponsors for making 2017 a transformative year for our podcast - and we look forward to much more in 2018! Happy New Year!

Find us online

Touchpoint podcast Twitter: https://twitter.com/touchpointpcast

Reed Smith Twitter: http://www.twitter.com/reedsmith

Chris Boyer Twitter: http://www.twitter.com/chrisboyer  

Chris Boyer website: http://www.christopherboyer.com/

Social Health Institute: http://www.socialhealthinstitute.com/

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This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain, & .Health.

TP46 - The How and Why of ROI

Measuring ROI is not for the faint of heart. However, for hospital and healthcare marketers, it is one of the most important KPIs that they can track. In this episode, hosts Chris Boyer and Reed Smith discuss the difficulty many in the industry face when trying to track the financial return of their efforts. With tips on how to use CRM, marketing automation, websites and other digital tactics to measure ROI, the hosts discuss the pros and cons of how we’re currently using these tools to track our financial impact. Featuring an expert interview with David Marlowe, owner of Strategic Marketing Concepts, in which he shares his 30+ years experience helping hospitals in their measurement strategies.

Mentions from the show

Michael Venske’s website: michaelvenske.com

Formula for ROI: https://www.investopedia.com/terms/r/returnoninvestment.asp

Tracking Goals/conversions in Analytics: https://support.google.com/analytics/answer/1012040?hl=en

PPC - https://www.searchenginejournal.com/5-essential-roi-formulas-every-ppc-manager-really-needs-know/157051/

Marketing Automation ROI: https://www.newfangled.com/roi-measurement-with-marketing-automation-6/

Website ROI: https://www.growthlabs.marketing/blog/how-to-measure-roi-website

Social media: https://www.slideshare.net/ChrisBoyer/texas-hospital-association-social-media-roi-reform-presentation

PR Barcelona Principles: http://www.prnewsonline.com/barcelona-principles-2-0/

David Marlowe LinkedIn - https://www.linkedin.com/in/david-marlowe-8041b46/

Touch•point Podcast End-of-year Survey: https://reedsmith.typeform.com/to/MH3lLv

Radan A22 Carry-on Luggage: https://www.raden.com/products/a22-carry?product_1_color_name=black&product_1_finish_name=gloss

Moo Cards:  https://www.moo.com/us/

Find us online

Touchpoint podcast Twitter: https://twitter.com/touchpointpcast

Reed Smith Twitter: http://www.twitter.com/reedsmith

Chris Boyer Twitter: http://www.twitter.com/chrisboyer  

Chris Boyer website: http://www.christopherboyer.com/

Social Health Institute: http://www.socialhealthinstitute.com/

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TP45 - Marketing and Communications: Two Sides of the Same Coin

This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain, & .Health.

What’s the difference between marketing and communications? In this episode, hosts Reed Smith and Chris Boyer discuss the definitions of each, and how in hospitals these definitions have often become muddled and intertwined, and how digital has forced these traditionally siloed departments to begin rethinking and retooling the way they work together. From trying to define who owns social media to highlighting the differences between content marketing and brand journalism, are digital tools reshaping the way we integrate together? Featuring an expert interview with Matt Kucharski, president of Padilla, in which he shares his experience and thoughts on the difference between marketing and communications.

Mentions from the show

Advisory Board - Structure of Integrated Marketing and Communications Departments at Hospitals; https://www.advisory.com/research/market-innovation-center/original-inquiry/2007/06/structure-of-combined-marketing-and-communications-departments-at-amcs

AMA Definition of Marketing: https://www.ama.org/AboutAMA/Pages/Definition-of-Marketing.aspx

PR and Marketing - What’s the Difference? https://publicrelationssydney.com.au/pr-marketing-whats-difference/

David Meerman Scott - PR vs. Marketing vs. Social Media: https://www.webinknow.com/2013/06/pr-vs-marketing-vs-social-media.html

Matt Kucharski LinkedIn - https://www.linkedin.com/in/mattkucharski/

Matt Kucharski Twitter - https://twitter.com/mkucharski

Padilla Communications Company  - https://www.padillaco.com/

Touch•point Podcast End-of-year Survey: https://reedsmith.typeform.com/to/MH3lLv

Find us online

Touchpoint podcast Twitter: https://twitter.com/touchpointpcast

Reed Smith Twitter: http://www.twitter.com/reedsmith

Chris Boyer Twitter: http://www.twitter.com/chrisboyer  

Chris Boyer website: http://www.christopherboyer.com/

Social Health Institute: http://www.socialhealthinstitute.com/

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TP44 - Is Marketing Quality - Quality Marketing?

This episode is made possible by our sponsors, Loyal, Influence Health, & Binary Fountain.

Traditionally, marketing and quality departments operate separately within a hospital. However, much like other areas in a health system (patient experience, IT, clinical care), we are starting to see marketing departments play an active role is quality initiatives. In this episode, hosts Reed Smith and Chris Boyer discuss how certain quality measures play an important role in healthcare consumerism and share ways in which marketing can successfully promote quality to various stakeholders. From the Joint Commission certification through the Magnet Journey, digital marketing is playing an active role in support quality efforts. This episode also features an expert interview with David Thomsen of 3rd Gate Consulting in which he shares his experience in using social media as a quality input to the Baldridge Award.

Mentions from the Show

What are Quality Measures - https://www.cms.gov/Medicare/Quality-Initiatives-Patient-Assessment-Instruments/QualityMeasures/index.html

The role of quality in hospitals  - https://www.ahrq.gov/professionals/quality-patient-safety/talkingquality/create/hospitals/examples.html

AHA Pricing Transparency Toolkit - http://www.ahacommunityconnections.org/content/14transparencytoolkit.pdf

Evolution of Social Media in Balrdridge - https://www.linkedin.com/pulse/20140828132202-13988078-malcolm-baldrige-quality-award-how-social-media-is-evolving/

Joint Commission “How to Find Reliable Online Health Information” - https://www.jointcommission.org/assets/1/18/patient_101.pdf

Texas Health Quality page - https://www.texashealth.org/Pages/Quality-and-Patient-Safety.aspx

Dave Thomsen LinkedIn - https://www.linkedin.com/in/david-thomsen-a86a3812/

Third Gate Consulting - http://thirdgateconsulting.com/

Find us Online

Touchpoint podcast Twitter: https://twitter.com/touchpointpcast

Reed Smith Twitter: http://www.twitter.com/reedsmith

Chris Boyer Twitter: http://www.twitter.com/chrisboyer  

Chris Boyer website: http://www.christopherboyer.com/

Social Health Institute: http://www.socialhealthinstitute.com/

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TP43 - The Rise of the Robots...er, Chatbots

This episode is made possible by our sponsors, Loyal, Influence Health, & Binary Fountain.

Chatbots are not a new concept - they have been around since 1994. But with recent advances in artificial intelligence (AI) and machine learning - along with major platform providers like Facebook, Google and Microsoft providing access to their technologies to conversational UI developers - the expansion of chatbots are dramatically expanding in many industries - including healthcare. In this episode, hosts Reed Smith and Chris Boyer discuss the rise of the chatbots in hospitals and health systems, sharing examples and types of applications and discussing some of the interesting challenges chatbot technology faces when being adopted in a health setting. This episode also features an expert interview with Steve Leibforth of Healthgrades in which he shares some of the ways they are working with hospitals on clinical chatbot solutions.

Mentions from the show

Chatbot wikipedia - https://en.wikipedia.org/wiki/Chatbot

Turing Test wikipedia - https://en.wikipedia.org/wiki/Turing_test

Chatbots - The Conversational Enterprise: https://dupress.deloitte.com/dup-us-en/focus/signals-for-strategists/era-of-conversational-user-interface-chatbots.html

How Chatbots Will Shape the Future of Healthcare - https://chatbotsmagazine.com/how-chatbots-will-shape-the-future-of-healthcare-fa8e30cebb1c

Challenges with Chatbots — not just technical - https://chatbotslife.com/challenges-with-chatbots-not-just-technical-ecb39612422f

Healthgrades CareChats Chatbot solution - https://www.hospitals.healthgrades.com/hospitals/solutions/engage-and-retain-patients/carechats/

Steve Leibforth LinkedIn - https://www.linkedin.com/in/sleibforth/

Steve Leibforth Twitter - https://twitter.com/sleibforth

Find us online

Touchpoint podcast Twitter: https://twitter.com/touchpointpcast

Reed Smith Twitter: http://www.twitter.com/reedsmith

Chris Boyer Twitter: http://www.twitter.com/chrisboyer  

Chris Boyer website: http://www.christopherboyer.com/

Social Health Institute: http://www.socialhealthinstitute.com/

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TP42 - Healthcare Internet of Things: It’s Getting HIoT in Here

This episode is made possible by our sponsors, Loyal, Influence Health, & Binary Fountain.

We’ve all heard the buzz-term - “the Internet of Things” (or IoT). But for healthcare, what does that really mean? In this episode, hosts Chris Boyer and Reed Smith dive into a newly formed buzz-term: HIoT (or Healthcare Internet of Things). From health and wellness trackers to medical devices that are always-on and connected, they dive deep into the ways hospitals and health systems are developing internet connected device offerings for patients and physicians. What are the impacts and challenges of adopting these new technologies into clinical care management? Also, this episode features an expert interview with Stephanie Ayars from the Mayo Clinic, discussing their new Mayo Clinic First Aid Alexa skill.

Mentions From the Show

Value Creation and Value Capture of the Internet of Things: https://dupress.deloitte.com/dup-us-en/deloitte-review/issue-17/value-creation-value-capture-internet-of-things.html?icid=interactive:not:aug15

Ten Examples  of the Internet of Things in Healthcare:: https://econsultancy.com/blog/68878-10-examples-of-the-internet-of-things-in-healthcare

Five Challenges of IoT in Healthcare:: http://searchhealthit.techtarget.com/tip/Five-challenges-of-IoT-in-healthcare-that-put-it-at-risk-of-failure

Mayo Clinic Alexa First Aid Skill: https://www.mayoclinic.org/voice/apps

Stephanie Ayars on LinkedIn: https://www.linkedin.com/in/stephanieayars/

Find us Online

Touchpoint podcast Twitter: https://twitter.com/touchpointpcast

Reed Smith Twitter: http://www.twitter.com/reedsmith

Chris Boyer Twitter: http://www.twitter.com/chrisboyer  

Chris Boyer website: http://www.christopherboyer.com/

Social Health Institute: http://www.socialhealthinstitute.com/

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TP41 - Defining Consumerism in Healthcare

This episode is made possible by our sponsors, Loyal, Influence Health, & Binary Fountain.

It’s clear that marketing and patient experience efforts in hospitals are trying to address an unparalleled shift to consumerism. But is the concept of “consumerism” the same for the healthcare industry as it is for other industries? Can hospitals ever become as “consumer-first” as Amazon, Uber or Disney? In this episode, hosts Reed Smith and Chris Boyer explore the concept of consumerism and address trends that are impacting how hospitals and health systems are transforming their organization to embrace a patient-first mentality. Featuring an expert interview with Gary Frazier of OM Healthcare, in which he shares his perspective on empowering the consumer in healthcare and how his organization seeks to put the consumer first in an open marketplace.

Mentions from the show

Wikipedia definition of Consumerism: https://en.wikipedia.org/wiki/Consumerism

Advisory Board - How Consumerism is Redefining the Role of the Hospital Strategic Planner:  https://www.advisory.com/research/health-care-industry-committee/the-bridge/2017/01/consumerism-and-the-strategic-planner  

Kaufmann Hall -  2017 State of Healthcare Consumerism study: https://www.kaufmanhall.com/resources/2017-state-consumerism-healthcare

Gary Frazier on LinkedIn: https://www.linkedin.com/in/gary-d-frazier-56113011/

OM Healthcare: https://www.omhealthcare.com/

Crooked Conversations: https://itunes.apple.com/us/podcast/crooked-conversations/id1292665011?mt=2

Foam Acoustic Panels: https://www.amazon.com/Burgundy-Charcoal-Acoustic-Panels-Studio/dp/B01G63LD4Q/

Find us online

Touchpoint podcast Twitter: https://twitter.com/touchpointpcast

Reed Smith Twitter: http://www.twitter.com/reedsmith

Chris Boyer Twitter: http://www.twitter.com/chrisboyer  

Chris Boyer website: http://www.christopherboyer.com/

Social Health Institute: http://www.socialhealthinstitute.com/

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TP40 - The Problem with Personalization

This episode is made possible by our sponsors, Loyal, Influence Health, & Binary Fountain.

The concept of personalization (or personalized marketing) is often misunderstood by healthcare marketers and communicators,  yet many of us aspire to embrace these concepts through our digital efforts. With the tools and techniques now available to hospitals and health systems, many organizations are starting to explore how to combine their websites, social media, CRM, and other digital channels to build a 1:1 connection with their audiences. In this episode, hosts Chris Boyer and Reed Smith discuss the current landscape of personalization and address some of the challenges that hospitals could face. Personalization expert John Berndt, of the Berndt Group shares his first-hand insights into adopting a successful personalization strategy. Plus, Reed wonders what it would be like to get a tailored suit.

Mentions from the show

Wikipedia definition of Personalization: https://en.wikipedia.org/wiki/Personalization

From Persona to Person: http://thinkrevivehealth.com/resource/personalized-marketing/

You Can’t Improve Personalization If You Don’t Measure It: https://diginomica.com/2017/10/30/you-cant-improve-personalization-if-you-dont-measure-it/

The Berndt Group: http://www.berndtgroup.net/

"The Targeting Ten:" Basic Questions to Evaluate Personalization Tactics - http://www.berndtgroup.net/thinking/blog/personalization/the-targeting-ten-basic-questions-to-evaluate-personalization-tactics

John Berndt on LinkedIn: https://www.linkedin.com/in/john-berndt-57838b5/

John Berndt on Twitter: https://twitter.com/rjohnberndt

Rag & Bone StarWars: https://www.rag-bone.com/star-wars/

Henge Docks: https://hengedocks.com/products/tethered-dock

Find us online

Touchpoint podcast Twitter: https://twitter.com/touchpointpcast

Reed Smith Twitter: http://www.twitter.com/reedsmith

Chris Boyer Twitter: http://www.twitter.com/chrisboyer  

Chris Boyer website: http://www.christopherboyer.com/

Social Health Institute: http://www.socialhealthinstitute.com/

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TP39 - Cyber Security Risks for Hospitals

This episode is made possible by our sponsors, Loyal, Influence Health, & Binary Fountain.

For hospitals and health systems trying to embrace the digital age, it’s important to understand the pros and cons of such an approach. In this episode, hosts Chris Boyer and Reed Smith discuss a very important topic: data and cyber security risks. Tasked with protecting HIPAA and PHI, the constant pressure to keep data safe and secure is critical. Chris and Reed share ways in which, CIOs and IT departments are adapting their tools and processes to adopt a safe digital environment while meeting the pressing demand by consumers for more open and transparent digital communications. They welcome data security expert Mark Burnette from LBMC Information Security to discuss current trends and approaches hospitals are taking.

Mentions from the show

Patient Data Security - How Hospitals Keep Pace: http://www.fiercehealthcare.com/special-report/patient-data-security-how-hospitals-keep-pace

How Ransomware Effects Hospitals: https://healthitsecurity.com/features/how-ransomware-affects-hospital-data-security

The Rise of Cloud Computing: https://www.healthdatamanagement.com/opinion/how-the-cloud-can-break-down-silos-within-hospitals

Data Privacy as well as Data Security: https://siliconangle.com/blog/2017/10/25/data-privacy-policy-just-important-security-measures-protecting-netappinsight/

Texas Hospital Association Helps Hospitals with Phishing Threats: http://www.healthcareitnews.com/news/texas-hospital-association-helps-2-hospitals-get-serious-about-phishing-threats

Mark Burnette on LinkedIn: https://www.linkedin.com/in/mburnette/

LBMC Information Security: http://www.lbmcinformationsecurity.com/

Cybersecurity Sense Podcast on iTunes: https://itunes.apple.com/us/podcast/cybersecurity-sense/id1269195484?mt=2

Find us online

Touchpoint podcast Twitter: https://twitter.com/touchpointpcast

Reed Smith Twitter: http://www.twitter.com/reedsmith

Chris Boyer Twitter: http://www.twitter.com/chrisboyer  

Chris Boyer website: http://www.christopherboyer.com/

Social Health Institute: http://www.socialhealthinstitute.com/

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TP38 - LIVE from HCIC 2017

This episode is made possible by our sponsors, Loyal, Influence Health, & Binary Fountain.

Recorded live at the Healthcare Internet Conference in Austin, Texas, hosts Chris Boyer and Reed Smith welcome expert guests from the industry - Tony Huth, EVP and Co-Founder of Medicom Health, Peter Alperin, VP at Doximity and Aaron Clifford, SVP of Marketing at Binary Fountain. The panel engages in a spirited conversation about the digital experience for both patients and physicians, trends in online reputation management and how best hospitals can leverage their outside vendors for greater success. They also debate on who is actually driving the digital transformation, along with input from the audience. Another lively and spirited episode!

Mentions from the show

Aaron Clifford LinkedIn - https://www.linkedin.com/in/aaron-clifford-1976752/

Peter Alperin LinkedIn - https://www.linkedin.com/in/peteralperin/

Tony Huth LinkedIn - https://www.linkedin.com/in/tonyhuth/

Find us online

Touchpoint podcast Twitter: https://twitter.com/touchpointpcast

Reed Smith Twitter: http://www.twitter.com/reedsmith

Chris Boyer Twitter: http://www.twitter.com/chrisboyer  

Chris Boyer website: http://www.christopherboyer.com/

Social Health Institute: http://www.socialhealthinstitute.com/

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TP37 - Are Machines Taking Over Healthcare?

With Artificial Intelligence, Machine Learning and the rise of computer-assisted technologies hosts Reed Smith and Chris Boyer dive into an almost philosophical discussion on whether machines are poised to take over healthcare. Is the Singularity upon us? With a discussion on how computers have developed more intelligence and the rise of computer learning, the hosts discuss a number of trends in which computers are becoming smarter than humans (with Natural Language Processing and image identification). This episode features an expert interview with Nathan David of the Cleveland Clinic, in which he discusses how they are using machine learning to help improve their digital advertising to support patient acquisition.

Mentions from the show

Don't let IBM's blunders in health care blind you to the huge benefits of technology in medicine - https://www.cnbc.com/2017/09/07/ibms-struggle-with-watson-in-health-care-doesnt-mean-tech-cant-help.html

Are Computers Already Smarter Than Humans? - http://time.com/4960778/computers-smarter-than-humans/

AI tops humans in computer vision, and healthcare will never be the same - https://siliconangle.com/blog/2017/09/27/google-brain-chief-jeff-dean-ai-beats-humans-computer-vision-healthcare-will-never/

Growing NLP Marketplace Drives Healthcare Machine Learning - https://healthitanalytics.com/news/growing-nlp-marketplace-drives-healthcare-machine-learning

How to Keep Your Marketing Job Through the AI Revolution - https://www.forbes.com/sites/ekaterinawalter/2017/10/09/how-to-keep-your-marketing-job-through-the-ai-revolution/#7a6bcd16331a

Nathan David Twitter - https://twitter.com/nathanpdavid

Nathan David LinkedIn - https://www.linkedin.com/in/nathanpdavid/

Find us online

Touchpoint podcast Twitter: https://twitter.com/touchpointpcast

Reed Smith Twitter: http://www.twitter.com/reedsmith

Chris Boyer Twitter: http://www.twitter.com/chrisboyer  

Chris Boyer website: http://www.christopherboyer.com/

Social Health Institute: http://www.socialhealthinstitute.com/

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TP36 - The Evolution of Digital Communication Education

This episode is made possible by our sponsors Transparently, Influence Health, & Binary Fountain.

For hospitals and health systems, education is an important way to not only train new entrants into the field (through residencies and fellowships), but also hone existing talent (through CMEs and CNEs). In this episode, hosts Reed Smith and Chris Boyer discuss how healthcare organizations are using education and the growing role of digital in evolving and reshaping the way this training is delivered. Featuring an interview with Michael Mackert and Erin Donovan of the University of Texas - Center for Health Communications.

Mentions from the show

Medical education’s “digital revolution” - http://epmonthly.com/article/medical-education-s-digital-revolution/

Seven Medical Education Apps for Doctors: https://blog.capterra.com/top-7-medical-apps-for-doctors/

NCI Pink Book: https://www.cancer.gov/publications/health-communication/pink-book.pdf

Michael Mackert: https://advertising.utexas.edu/faculty/michael-mackert

Erin Donovan: https://commstudies.utexas.edu/faculty/erin-donovan

Find us online

Touchpoint podcast Twitter: https://twitter.com/touchpointpcast

Reed Smith Twitter: http://www.twitter.com/reedsmith

Chris Boyer Twitter: http://www.twitter.com/chrisboyer  

Chris Boyer website: http://www.christopherboyer.com/

Social Health Institute: http://www.socialhealthinstitute.com/

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TP35 - Digital Planning for 2018

Are you in the middle of planning for 2018? Tune in to listen to Chris, Reed and special guest Bobby Rettew talk about considerations around new technology and trends that are impacting healthcare marketing as we move into the next calendar year.

This episode is made possible by our sponsors Transparently, Influence Health, & Binary Fountain

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TP34 - From a 24-Hour to a 24-Second News Cycle: The Evolving Role of Digital in a Crisis

This episode is made possible by our sponsors Transparently, Influence Health, & Binary Fountain

According to Wikipedia, the term crisis management is defined as "a set of factors designed to combat crises and to lessen the actual damages inflicted.” While every hospital and health system has had to face a crisis at some point in time, the use of digital tools have often not been properly leveraged to assist with crisis communication. In this episode, hosts Reed Smith and Chris Boyer discuss ways in which organizations can begin applying the online tools, systems, and processes to support crisis communication, and provide first-hand advice on how best to assess and respond to a certain crisis. Featuring an interview with Lance Lunsford, Chief Marketing and Business Development Officer for the Texas Hospital Association, in which he shares how crisis response has evolved over the last 30 years, and how social media has dramatically impacted this discipline.

Mentions from the show

Don’t Be Scared, Be Prepared: Social Media in Crisis Communication - http://www.convinceandconvert.com/social-media-strategy/dont-be-scared-be-prepared-how-to-manage-a-social-media-crisis/

BCBS of NC and Mission Health using Social Media to Negotiate: #Twitter War: http://bobbyrettew.com/2017/09/18/bcbs-of-nc-and-mission-health-using-social-media-to-negotiate-twitter-war/#sthash.x5Gs7pkr.dpbs

Lance Lunsford on LinkedIn: https://www.linkedin.com/in/lancelunsford/

Lance Lunsford on Twitter: https://twitter.com/lancelunsford

Create More Flow book: https://createmoreflow.com/

The Cluetrain Manifesto: http://www.cluetrain.com/

Find us online

Touchpoint podcast Twitter: https://twitter.com/touchpointpcast

Reed Smith Twitter: http://www.twitter.com/reedsmith

Chris Boyer Twitter: http://www.twitter.com/chrisboyer  

Chris Boyer website: http://www.christopherboyer.com/

Social Health Institute: http://www.socialhealthinstitute.com/

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TP33 - Can a Good Digital Patient Experience Impact Quality?

This episode is made possible by our sponsors Transparently, Influence Health, & Binary Fountain

The beauty about digital is that everything is absolutely measurable. And while measuring ROI is now the norm for healthcare digital marketers, can we also claim that digital can have an impact on quality? Is there such a thing as “Return on Health” (ROH)? In this episode, hosts Reed Smith and Chris Boyer discuss the corollary and causal impacts a good digital presence can have on impacting quality outcomes. They define a framework on how hospitals can map their digital tools and tactics to the patient journey, and share examples and case studies to help illustrate how a good digital patient experience can impact quality. Featuring an expert interview with David Dolton from DocASAP.

Mentions from the show

Tools and Strategies for Quality Improvement and Patient Safety: https://www.ncbi.nlm.nih.gov/books/NBK2682/

How Digital and Mobile Improve the Patient Experience: https://hbr.org/webinar/2017/05/how-digital-and-mobile-improve-the-patient-experience

David Dolton on LinkedIn: https://www.linkedin.com/in/davedolton/

David Dolton on Twitter: https://www.linkedin.com/in/davedolton/

DocASAP: https://docasap.com/

Google Drive: https://drive.google.com

Rubik’s Cube: https://www.rubiks.com/  

Connect with us

Touchpoint podcast Twitter: https://twitter.com/touchpointpcast

Reed Smith Twitter: http://www.twitter.com/reedsmith

Chris Boyer Twitter: http://www.twitter.com/chrisboyer  

Chris Boyer website: http://www.christopherboyer.com/

Social Health Institute: http://www.socialhealthinstitute.com/

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TP32 - Live from Content Marketing World Cleveland Clinic Health Summit 2017

This episode is made possible by our sponsors Transparently, Influence Health, & Binary Fountain

Live from Cleveland, this week’s episode features audio captured at the Content Marketing World Cleveland Clinic Health Summit 2017. Hosts Reed Smith and Chris Boyer kickoff the podcast sharing high-level takeaways from the CMWorld 2017 conference before “rolling the tape” on a panel session that included Brian Gresh (Executive Director, Digital & Content Marketing at Cleveland Clinic), Aaron Watkins (Senior Director of Internet Strategy at Johns Hopkins Medicine) and Matt Schwabel (Senior Director, Integrated Marketing at Duke University Health). The panel session discussed current and future challenges of digital in healthcare.

Mentions from the show

Brian Gresh on LinkedIn: https://www.linkedin.com/in/briangresh/

Brian Gresh on Twitter: https://twitter.com/bmgresh

Aaron Watkins on LinkedIn: https://www.linkedin.com/in/watkinsaaron/

Aaron Watkins on Twitter: https://twitter.com/aaronwatkins

Matt Schwabel on LinkedIn: https://www.linkedin.com/in/mschwabel/

Matt Schwabel on Twitter: https://twitter.com/mschwabel

This Old Marketing Podcast: http://contentmarketinginstitute.com/pnr-with-this-old-marketing-podcast/

Links

Touchpoint podcast Twitter: https://twitter.com/touchpointpcast

Reed Smith Twitter: http://www.twitter.com/reedsmith

Chris Boyer Twitter: http://www.twitter.com/chrisboyer  

Chris Boyer website: http://www.christopherboyer.com/

Social Health Institute: http://www.socialhealthinstitute.com/