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Social Media in the Workplace: New Disease or New Asset?

Social Media in the Workplace: New Disease or New Asset?. Bruce Clarke, JD NCHHRA Sept. 9, 2010. Purposes Today. Trends in the workplace Legal issues and obstacles Opportunities and models. Definition . A conversation or dialogue using web-based tools where the users generate the content

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Social Media in the Workplace: New Disease or New Asset?

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  1. Social Media in the Workplace: New Disease or New Asset? Bruce Clarke, JD NCHHRA Sept. 9, 2010

  2. Purposes Today • Trends in the workplace • Legal issues and obstacles • Opportunities and models

  3. Definition • A conversation or dialogue using web-based tools where the users generate the content • Perceived credibility of the source is key • Peer data vs. marketing data

  4. Obstacles and Hurdles http://www.youtube.com/watch?v=6MOvB7OXJXQ

  5. Trends: Social Media 2010 http://www.youtube.com/watch?v=NB_P-_NUdLw&feature=related

  6. CAI Survey Data: non-Mfg. • 56% use it for networking, and for branding/marketing • 35 to 50% use it for external communication, reaching new customers, recruiting and sales • 16 to 19% use it for employee initiatives

  7. CAI Survey Data: which roles? • HR (67%) • Marketing (64%) • Sales (53%) • Executives/Managers (50%) • Customer Service (24%) • Depending on role, 41% of org’s allowed employee use of some type on the job • 25% allow it regardless of role! Add to above.

  8. CAI Survey Data: non-mfg. • The larger the organization, the greater the use (add 2 to 8% to the averages) • LinkedIn: networking (46%), recruiting (33%) • Facebook: branding/marketing (42%), reaching new customers (37%) • Instant msg, Twitter, text/skype: Networking (26%), internal communications (16%)

  9. CAI Survey Data: future use • 83% expect their organizational use of social media to increase in the next 1 to 3 years.

  10. Healthcare use of social media • http://www.youtube.com/watch?v=qLeNGykRAvU

  11. Healthcare use of social media

  12. Healthcare use of social media • Managing a conversation • Engaging e-patients • Convergence with personal records • Social media for providers to talk with each other • Other internal collaboration

  13. “ Healthcare is an incredibly collaborative sector. As such, use of social networking to foster information exchange – both inside and outside of an organization – presents enormous opportunities to improve global health.” Jim Haughwout Oulixeus Ltd.

  14. Ahealthiermichigan.org

  15. Survey: obstacles and hurdles • 187 of 227 org’s said “sometimes” or “never”. Why? • Lack of polices/guidelines (47%) • Concerns about productivity (46%) • Lack of expertise (44%) • Legal concerns (46%) • Lack of staff time (41%) • Lack of a fresh content plan (29%) • Lack of results from the tools (27%)

  16. CAI Survey Data: legal concerns • 4 out of 227 reported an “incident” or claim: 2% of respondents. • ‘ee vs. ‘ee complaint • ‘ee website with profanity • suit threatened over consumer claims • HIPAA violation claimed

  17. General Legal Concerns • Misuse in hiring • Employees behaving badly with your name attached • Disparaging comments about ee’s or competitors • Disclosures of confidential information during and after employment • Union organizing

  18. Mayo Clinic Attorney http://www.youtube.com/watch?v=O60KBugBtFM&feature=related

  19. Productivity Concerns Internet Use Tops Workplace Time-Wasting Tasks DULLES, Va. & NEEDHAM, Mass., July 13, 2005 (SmartPros) — Unproductive tasks in the workplace, from Web surfing to watercooler chit-chat, is costing companies $759 billion annually, according to a report released this week by America Online and Salary.com.

  20. Productivity Concerns Among the chief worries of today’s business leaders is the large number of unemployed people still on the payrolls. (anon.) “Culture” is what your people do when no one is looking. (anon.) There are no bad employees, only bad managers. Good managers do not tolerate bad employees. (G. Giordimaina)

  21. CAI Survey Data: policies • 24 % have a formal policy • 33% have informal guidelines only • 43% have no policy or guidelines • 42% block access to certain sites (33% say “use your judgment”)

  22. Policy Elements • Positive, or negative, or both? • Never Do’s and Always Do’s? • Is social media unique (and needs its own policy) or is it just one more way people can waste time, embarrass others and create liability?

  23. Work time is for working Should your policies be social media specific?

  24. What if you can use it to . . . • Attract paying patients • Become more consumer-friendly • Improve service lines • Develop new niches • Provide outpatient services • Make processes more efficient • Recruit/retain quality staff • Invest in technology • Avoid-re-admissions (Hospital Review: 9 ways to improve margins in 2010)

  25. Questions? Bruce Clarke, JD CAI bruce.clarke@capital.org 919-713-5243 www.capital.org http://blog.capital.org

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