Comments on: Hospital Crisis Communications and Social Media

By: susan

susan — Fri, 19 Feb 2010 23:33:59 +0000

thanks for these valuable insights . Was wondering about the role of Innovis website during this time. Was it not able to broadcast sinilar updates and information or was this a tech limitation of their site to do ‘real – time’ communcations?

By: Social Networking in Healthcare | Healthcare Blog

Social Networking in Healthcare | Healthcare Blog — Thu, 14 May 2009 15:02:26 +0000

[...] · What are other companies doing? [...]

By: Amy Dawson

Amy Dawson — Wed, 29 Apr 2009 19:14:11 +0000

Great post, Ed. I’m sure this will help hospital mar/comm staff prove the value of HCSM to internal audience who might be skeptical. The flu epidemic is helping to reinforce the value of social media, too.

By: How’s Your Crisis Communication Plan? « Wide Angle Communications’ Weblog

Wed, 29 Apr 2009 07:35:15 +0000

[...] posting on the Found in Cache blog explains how Innovis used blogging and Twitter to keep the community, media and staff informed [...]

By: Kris Olson

Kris Olson — Thu, 02 Apr 2009 16:28:28 +0000

Greetings from the flood zone!
Yes, Innovis Health was planning a social media campaign – but this disaster accelerated our process. We are lucky enough to have Carol Russell and her crew as a partner so we literally had it up and running with 8 hours of notifying her. This communication tool has proved to go beyond our initial goal of trying to reach the media -

By: Carol Russell

Carol Russell — Thu, 02 Apr 2009 16:22:34 +0000

Interesting comments! Yes, social media is such an essential – and all too often overlooked – component in today’s crisis communication planning. I think an important point to mention is that the quick launch of this effort was helped tremendously by the highly trusting nature and strong partnering of our client. Being able to make decisions quickly and keep information flowing openly kept things moving when time was precious. While the essence of social media in a situation like this tends to be discussed in terms of its communications benefits, I also think it’s really about relationship building – with employees, patients and the community at large. We have been truly honored to work with Innovis on such an important effort.

By: Meredith Gould

Meredith Gould — Thu, 02 Apr 2009 12:18:48 +0000

So glad you wrote and posted what looks like one for the books equal to and in some ways better than the Tylenol crisis communications case study from yesteryear.

By: Ed Bennett

Ed Bennett — Wed, 01 Apr 2009 20:08:57 +0000

Thanks for the feedback. I’ve emailed Carol and invited her to jump in and comment – but she’s a bit busy right now It sounds like things are getting better for Fargo, but it will certainly be a while before they are back to normal.

By: stephanie saltzberg

stephanie saltzberg — Wed, 01 Apr 2009 19:30:49 +0000

Ed, thanks for this timely information. I’ve been following their updates through Twitter, too. I’m curious if Innovis had considered using social media before the flood. Will they continue to use their blog once the crisis has passed? I think the part about decreasing the amount of calls to their hospital tying up phone lines is great. I never would have thought about that unless I was in their situation.

Best of luck to everyone in Fargo.

By: Nancy Cawley

Nancy Cawley — Wed, 01 Apr 2009 19:00:37 +0000

Ed – what a great article, which clearly exhibits that the benefits of utilizing social media extend so far beyond customer relations and branding. Thanks for this great example.