responding to negative comments in social media: a guide for hospitals
TRANSCRIPT
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Hive StrategieS HelpS HoSpitalS engage patientS tHrougH Social media.
a guide for hospitals
in social media
responding tonegative comments
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don’t let fear of negative comments hold you back
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A survey found that only
two percentof social media comments are negative.
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Focus on the rewards: social media pays big dividends.
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For success,
plAn AheAd.Follow these important steps:
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adjust your listening attitude
Negative comments provide insight and opportunity.
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treAt negative comments like any other complaint.
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conversationmonitor the
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regulArly monitor your social networks, blogs and the web for negative comments.
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doN’tjump the gun
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Ask three questions: 1. Who is this persoN? 2. is he askiNg for a respoNse or
just veNtiNg? 3. Where should the respoNse
come from?
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folloW theseeight rules of response
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oNe:don’t delAyyour response.
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tWo:respond on the same channel first.
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three:be honest.
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four:use cAlm, relaxed words.
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five:don’tget defensive.
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six:Focus on Feelings; don’t debate facts.
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seveN:hAve conversAtions,not arguments.
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eight:remember hipAA;say what you can.
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avoid the urgeto purgedon’t delete negative comments.
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explain any
deletions.if you must delete a comment due to language or hipAA violation, explain why.
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private meetinginvite a
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real names oNly, please
require commenters to register using their own names.
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payoff: stronger relationships with patients, their families, and your community.
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visit www.hivestrategies.comto download a detailed e-Book on this suBject