credit valley case study: first 6 months
DESCRIPTION
Presented to #HumberPR as an example of comm planning in the digital, healthcare space.TRANSCRIPT
Building a Community of
Supporters: Social Media Strategy
Bianca Freedman, The Credit Valley Hospital
Foundation
Did you know? Media is
changing.
http://www.youtube.com/watch?v=sIFYPQjYh
v8
To be a leader
To use benefits of
new technology to
engage supporters
To better understand
our audiences
To customize media
outreach with little
cost
The Opportunities
To cultivate fundraisers, not just
donorsWe’ll call them supporters.
Short term: build and engage audiences
Long term: generate revenue
The Goal
Community Education & Awareness
Our understanding
of our audiences
Online Donations
Internal brand connection
Objectives: To Increase...
+ Be
industry
leaders.
Brand recognition: # of
mentions, RTs
Mentions: # of blog mentions
Audience : all platforms
Outreach: total # of posts: all
platforms
What can we measure?
Feedback: #
comments, likes, RTs : rate which
posts/articles get best responses
Pulse-check: poll audiences in
real-time on key
messages, campaign tactics
Sentiment: gauge tone of
comments
What can we measure?
Participation: Content Creation:
# of guest blogs by CVH staff
Joiners: # of CVH, CVHF staff on
Facebook, Twitter
Education: gauge internal buy-in
at staff meetings (qualitative)
What can we measure?
Lead generation: traffic to
website
New donor acquisition: #
fans/followers who are not donors
Online donations: $ amount
given online: emerging patterns
What can we measure?
This is the beginning
Story telling gives
context before ask
Engaging content
enters hearts & minds
Relationships build
trust
Guiding Principles
Person behind the
brand
High level of content
variation
Blog is content hub
Share campaign
messages
1st Call to action at 1
year
Health info: hook
Key Strategies
Current CVHF supporters who are online
Families living in catchment area that are also
online
CVH staff online
Teens, young professionals who are typically
not supporters
Target Audiences
Typical donor is 35+, slightly
skewed female, University
educated, combined income $80 K
Typical Facebook user is
34, skewed female & highest per-
capita usage is in Canada
Audience Comparison
Lifetime of Care
Campaign
messages
+Share your
experience with us
+Share our stories
with friends
+Daily stewardship:
thank you!
+Your opinion is
important to us
Key Messages
Tactics:
Highlight
Join our
Community!
Online + Offline: “tweet-up” tour of
new wing
Inside the Foundation: blog series
Video : New Lives at Credit Valley
Fan photos
Hockey ticket giveaway
Tactics: Highlight : Twitter & FB
RT’d X 10
Potential twitter
reach: 4500+
Facebook shared
X 5
Potential FB
reach: 2500+
Total 7,000+
24 hours
Storytelling...
Storytelling...
Blog traffic:
doubled avg./day
in 2 hours
50% Direct traffic
50% Referral sites
245 Page
views, 24 hours
Storytelling...
Storytelling...
Benchmarks – How are we doing?
0
50
100
150
200
250
300
Oct Nov Dec Jan Feb Mar
Twitter: Followers
Facebook: Fans
Blog: Daily Page Views
YouTube: Avg Views
First ask: September 2010
Story: Dr. Zajdman & Daniel Tram:
online audiences know about it
Multi-platform: Daniel featured in
direct mail piece & radio ads
Ask fans/followers to purchase
piece of lifesaving equipment: goal
$2,000
What about dollars?