Social Media: The Ultimate Word of Mouth Holly Potter, Vice President of Public Relations
About Kaiser Permanente <ul><li>Integrated care delivery </li></ul><ul><li>8.6 million members </li></ul><ul><li>167,638 e...
Thrive Campaign: Imagine Health “ Mural” Kaiser Permanente YouTube Channel http://www.youtube.com/kaiserpermanenteorg
Online Services – kp.org <ul><li>English and Spanish content </li></ul><ul><li>My Health Manager </li></ul><ul><li>3,307,...
Why Social Media? <ul><li>Protect and promote the brand </li></ul><ul><li>Extend the impact of traditional media </li></ul...
News and Features On Twitter: @KPNewsCenter @KPThrive @KPVivaBien Also: @KPColorado @KPNorthwest @KPHawaii @KPGANews
Blogs kp.org/history On Twitter: @KPHistory kp.org/farmersmarketrecipes On Twitter: @PrestonMaring
You Tube & Facebook facebook.com/kpthrive youtube.com/kaiserpermanenteorg
Conversations & Champions <ul><li>Monitoring </li></ul><ul><li>Responding </li></ul><ul><li>Pitching </li></ul><ul><li>Pa...
Monitoring <ul><li>Weekly blog report since 2007 </li></ul><ul><li>Conducted baseline audit of multiple platforms June-Dec...
Responding: Service Recovery All of the above leads me to believe that Kaiser does not care one bit if I thrive or shrivel...
Participating
Pitching: Health Disparities
The Full Spectrum of Engagement
Thank You
Caring for Everyone: Internet 3
Caring for Everyone: Mobile 4
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National Hispanic Corporate Council Think Tank

Presentation delivered as an introduction to Kaiser Permanente's work in social media at a "think tank" event. Panel did a deep dive into the value of social media.
Published on: Mar 3, 2016
Published in: Economy & Finance      Technology      
Source: www.slideshare.net


Transcripts - National Hispanic Corporate Council Think Tank

  • 1. Social Media: The Ultimate Word of Mouth Holly Potter, Vice President of Public Relations
  • 2. About Kaiser Permanente <ul><li>Integrated care delivery </li></ul><ul><li>8.6 million members </li></ul><ul><li>167,638 employees </li></ul><ul><li>Serving 9 states and the District of Columbia </li></ul><ul><li>14,641 physicians </li></ul><ul><li>Nation’s largest nonprofit health plan </li></ul><ul><li>Nation’s largest non-university- </li></ul><ul><li>affiliated health research institute </li></ul><ul><li>2,607 residents </li></ul><ul><li>36 hospitals </li></ul><ul><li>430+ medical offices </li></ul><ul><li>$40.3 billion annual revenues (2008) </li></ul><ul><li>40,451 nurses </li></ul>
  • 3. Thrive Campaign: Imagine Health “ Mural” Kaiser Permanente YouTube Channel http://www.youtube.com/kaiserpermanenteorg
  • 4. Online Services – kp.org <ul><li>English and Spanish content </li></ul><ul><li>My Health Manager </li></ul><ul><li>3,307,533 registered users </li></ul><ul><li>Act for family: 321,142 children and 22,904 adults </li></ul><ul><li>Through Q2 2009 </li></ul><ul><li>5,438,930 lab test results viewed online </li></ul><ul><li>2,104,131 secure emails sent to doctors </li></ul><ul><li>1,631,490 prescriptions refilled </li></ul><ul><li>453,618 appointments scheduled online </li></ul>
  • 5. Why Social Media? <ul><li>Protect and promote the brand </li></ul><ul><li>Extend the impact of traditional media </li></ul><ul><li>Improve organic search results </li></ul><ul><li>And ultimately, create brand champions </li></ul>
  • 6. News and Features On Twitter: @KPNewsCenter @KPThrive @KPVivaBien Also: @KPColorado @KPNorthwest @KPHawaii @KPGANews
  • 7. Blogs kp.org/history On Twitter: @KPHistory kp.org/farmersmarketrecipes On Twitter: @PrestonMaring
  • 8. You Tube & Facebook facebook.com/kpthrive youtube.com/kaiserpermanenteorg
  • 9. Conversations & Champions <ul><li>Monitoring </li></ul><ul><li>Responding </li></ul><ul><li>Pitching </li></ul><ul><li>Participating </li></ul>
  • 10. Monitoring <ul><li>Weekly blog report since 2007 </li></ul><ul><li>Conducted baseline audit of multiple platforms June-December of 2008 </li></ul><ul><li>Begun real-time monitoring and database tracking 2009 </li></ul>
  • 11. Responding: Service Recovery All of the above leads me to believe that Kaiser does not care one bit if I thrive or shrivel up and die. …, regardless of how many happy, shiny commercials they air on television. I … cannot believe that Kaiser not only saw my post, but decided to act upon it. I am extremely grateful that they chose to call…. I love things like this. They help to restore my faith in this world.
  • 12. Participating
  • 13. Pitching: Health Disparities
  • 14. The Full Spectrum of Engagement
  • 15. Thank You
  • 16. Caring for Everyone: Internet 3
  • 17. Caring for Everyone: Mobile 4

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