implementing web 2.0 strategies for healthcare providers

1

Implementing Web 2.0 Strategies forImplementing Web 2.0 Strategies for

Healthcare ProvidersHealthcare ProvidersApril 29, 2009April 29, 2009

Ori Fishler, Director Ori Fishler, Director –– Internet CommerceInternet Commerce

2

Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 2

Corporate Overview

• Technology Management Consulting Firm – Provide a unique blend of specialty IT services – Leverage proven industry expertise in strategy, technology and

enterprise performance management– Focus on middle and Global 2000 market

• Founded in 1992– Headquartered in Wakefield, MA– Publicly Traded (NASDAQ: EDGW)– Offices in AR, FL, NH, NY, CA– + 300 Employees, +225 Consultants– Represented in over 30 states– +1900 projects completed to date

2

3

Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 3

Internet Commerce Services

SearchSearch

Web AnalyticsWeb AnalyticsContent 

ManagementContent 

Management

PersonalizationPersonalization

E‐Marketing Services

E‐Marketing Services

Community and 

Collaboration

Community and 

Collaboration

E‐CommerceE‐CommerceMobile 

Commerce and Content

Mobile Commerce and 

Content

Customer Self Service

Customer Self Service

Core

Marketing

Sales

Service

4

Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 4

Swine Flu – Who is Providing Information?

Search Volume for Swine Flu skyrockets

5

Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 5

Agenda

• What is Web 2.0 in a healthcare context?

• The new reality of user expectations

• Opportunities in Healthcare

• Case Studies & Success Stories

• Questions to ask yourself

• Open Q & A

6

Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 6

What is Web 2.0?

7

Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 7

Web 2.0 is an attitude, not a technology. It’s about enabling and encouraging participation through open applications and

services.

Transparency, Openness, Collaboration, Interactivity,

Engagement

Web 2.0 Definition

8

Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 8

Old Model

9

Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 9

New Reality

?

10

Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 10

Pervasiveness of Social Media

• Two-thirds of the world’s Internet population visit social networking or blogging sites, accounting for almost 10% of all internet time

• Facebook’s fastest growing demographic: 35 - 49

11

Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 11

New World of Expectations

• Access

• Control

• Easy to use

• Anytime, Anywhere

• From any device

• Communicate

• Collaborate

• Interact

• Share

• Learn

• Contribute

12

Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 12

Areas of Collaboration and Interaction

13

Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 13

Goals and Benefits

• Extend the Local Health Community Online

• Improve Patient Care, Education and Prevention

• Drive Visits, Referrals, Consultations and Class Participation

• Improve AHP Involvement and Engagement

• Patient and AHP Loyalty

• Build and Enhance Relationships

• Expand Reach and Frequency of contact in a cost effective way

• Improve Operational Efficiencies

14

Case Studies and Success Stories

15

Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 15

Creating a Vibrant Community

16

Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 16

Direct Communications and Transparency

17

Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 17

Adding Interactive and Engaging Content

18

Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 18

Rise in Importance of Social Tools

19

Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 19

Use for Community and Recruitment

20

Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 20

Electronic Medical Records

21

Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 21

60% of Physicians Interested in Social Networks

Physicians participating in such online communities are more likely to:

• Be primary care physicians;

• Be female;

• Own a PDA or smartphone;

• Go online during or between patient consultations; and

• Be slightly younger than the average physician.

Results are based on a Q1 2008 telephone and online survey of 1,832 practicing U.S. physicians.

22

Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 22

Internal Collaboration

23

Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 23

Questions To Ask Yourself and Your Organization

• Do we have an explicit strategy for interacting with our patients/AHP online?

• De we have defined goals and realistic expectations of outcomes?

• Does our web presence contribute to our community, business, and public purposes? Does it contribute to our bottom line?

• Have we minimized our service costs with online self-service options?

• Are we measuring the success of our online initiatives and marketing spend?

• Do we have a governance structure in place to support and maintain social media activities?

• What new skills and capabilities do we need?

24

Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 24

Internet Commerce (IC) Practice

Web StrategyWeb Strategy

Business / Functional 

Requirement

Business / Functional 

Requirement

Vendor SelectionVendor Selection

Testing and DeploymentTesting and Deployment

IntegrationIntegration

Strategy

Planning

ExecutionCreative ServicesCreative Services

Usability and Interface 

Development

Usability and Interface 

Development

Web Development

Web Development

Product Customization

Product Customization

Program ManagementProgram 

Management

• Web 2.0 Strategy

• Competitive Analysis

• Road Map Development

• Organization Assessment

• Operational Strategy

• Budgeting & Planning

25

Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 25

Thank You for Joining Us

Contact info

Questions?

Thank You!

Ori Fishler, Director Internet Commerce ofishler@edgewater.com (201) 575-1158