Examining the Latest Technology: Healthcare Social Media Mobile Capabilities

DMC.org: Our Strategy

• Highly Interactive

• Content Intensive

• Service Focused

• Dynamic Structure

ER Wait Times on the Web

Timeline

Began process in Fall of 2009

Soft Launch in Early 2010

Marketing push in Spring of 2010

ER Wait Times on the Web

• THE PROCESS– Full Operational review

of the ER– Implementation of new

Protocols for Clinicians– Full cooperation of ER

Clinical Staff, Hospital Administration, IT and Marketing

– Testing, testing, testing.

System-wide rollout

Mobile App Development: Starting Questions

• Is your market ready? (Detroit was.)

• Is your product PRECISE, SELLABLE and PART OF YOUR BRAND?

• Find a Partner vs. DIY?

• Free vs. Paid?

• Which Platforms?

Mobile App Development: Build it!

• Weekly, sometimes daily conversations with developer

• Discovery Process• Goal and Objective List• Quality Requirements (what

must it do, what must it NOT do?)

• Project Boarding• Internal sales – “someone’s

going to have to pay for this, so make sure they believe in it.”

Mobile App Development:Push It!

Strong Marketing Support Program for this Innovation

• Singular Message to the market (others may guarantee wait times, but they won’t tell you what they really are)

• Multimedia push, including radio, web ads, search engine optimization, internal communication, physician communication, social media ads

Texting

• Started with texting– Text: “ER” to 42660 receive wait times– Promotion in print media, online, TV/radio

Texting

Texting

• Started with texting– Text: “ER” to 42660 receive wait times– Promotion in print media, online, TV/radio– Shared on social media

Texting

iPhone & Android Apps

• App-splosion!– App-crazed society yearns for mobile accessibility

Download on iTunes

Convenience

• Easily accessible

– Links

– Key words

– Sharing

• Provide link for

download

• FREE

ER Wait Times

App

Convenience

Social Branding

We’ll tell you what others won’t

Sharing Across Platforms

Sharing Across Platforms

Sharing Across Platforms

DMC 29-Minute ER Guarantee helps secure low ER wait times

http://www.dmc.org/ERwait

Twitter: @DMC_Heals

Facebook.com/dmcheals

Ken Bearden kbearde@dmc.org

Dan Fuoco dfuoco@dmc.org

@DanFuoco