Live blogging from the
Education of Employees and customers in use of Social Media is an essential component.
Health care is more than seeing your doctor for the annual checkup. It is about how we live and the legacy we leave behind.
A Health, Social Media and Technology blog by Mark Scrimshire (@ekivemark), Chief Instigator of HealthCa.mp - Empowering Health Care Engagement.
Thursday, January 27, 2011
#Health3 Summarizing the conference
Health 3.0: The Next Online Generation
#Health3 Panel discussion on risks in Social Media
Live blogging from the
Here is the panel session outline:
Panel Discussion: Health Plans and Social Media: The Barriers, Risks, Concerns, and Access Points for Future Trends
This panel will generate discussion around the barriers, risks, and concerns for utilizing social media and new technologies that allow health plans to access their patients. Focus of this discussion will lie on the opportunities to overcome these barriers and how various technologies can help. Members do not open up to their insurer about their conditions until they have to. How can health plans demonstrate good intentions and get members engaged for better health outcomes?
Mark Casazza (MC)
Director of Web Development
GEISINGER HEALTH SYSTEM
Mark Rogers (MR)
Partner
THE ROGERS LAW FIRM
Roymi Membiela (RM)
Asst. VP Marketing & Public Relations
BAPTIST HEALTH SOUTH FLORIDA-939-
Mark Rogers (MR): make sure you have effective policies about what should and shouldn't be said in e-communications. Don't assume you are anonymous on the internet.
Don't use abbreviations - there may not be a common understanding of the meaning.
We are starting to see social media and internet commentary from experts being used to support legal positions in court cases.
Q: @endogoddess. Is it a case of being truthful.
(MR) Basically Yes.
Mark Casazza (MC): Challenged that Geisinger is growing beyond the geography of their clinics. This presents challenges. Many members don't now see a Geisinger Doctor. They are challenged to integrate with many different (EMR) systems. Geisinger is know for their Medical Home model. They are looking to leverage this model on the web. Trust and Transparency is a huge issue. Be prepared to discuss policies in Social Media. Clinics have embraced social media, blogging and facebook etc.
Partnership with DLife (DIabetes focus) has proved effective. "Cognitive behavioral therapy online. Of the 100 people involved - 75% got actively involved and really liked the program.
Roymi Membiela (RM): Monitor what competitors are saying about the industry and their own brand. You want to get involved in the conversation. Engagement in the conversation reduces the negative commentary.
IT was very technically competent but had no real capability in the social media sphere. We need to reach the Lifecasters.
Created an iPhone app. Pineapple, the logo for Baptist Health is the pineapple. the symbol for hospitality. The iPhone app is Pine.app. Baptist wanted to divert some traffic from ERs to Urgent Care Centers. Focus ERs on critical care. Pine.App shows real time wait times at Urgent Care Centers. Since launching they have seen a reduction of traffic in the ER. This has countered competitor claims about ER wait times.
Q: How to police the true Transparency in Social media. What can we do?
A: (RM) Educating employees on use of Social Media. You may think you have multiple personae (Private and Professional) but you are one person.
Q: What are top 3 legal objections to bringing in Social Media
A: (MR) Don't engage one-on-one in a social media setting / public forum. Still many Docs that engage with patients via unencrypted emails. Don't talk about patients in Social media. Set expectations - be transparent and make clear the responsibilities for ALL participants (include the members/patients).
Q: How do you engage in public forums where consumers can help each other
A: (MR) If you as a plan are monitoring and engaging then you may want to do that in a secure forum, otherwise stay out of the patient conversations.
Q: Do disclaimers help?
A: (MR) Patient consent forms are helpful. Take people through a positive acknowledgement of their responsibilities. (RM) teaching employees about Social Media. (MC) Some organizations are presenting Terms and Conditions but also summarizing in simple terms what those terms say.
#Health3 My Navigating risk in #hcsm / mobile session and followed by mHealth Innovations by @endogoddess
Live blogging from the
Conference in Orlando Florida.
Here is my session outline:
Understand and Navigate Risk and Exposure Associated with Social Media and Mobile Technology in Medical Information Exchange
Health Care organizations navigating the world of Social Media and Mobile Interaction with consumers have to tread carefully to avoid alienating their audience, upsetting regulators, and complying with changing legislation. In this session learn some approaches to minimize the risk and maximize the value from these new channels. In this session we will cover:
- Keeping it simple, plan for the inevitable and learn from the trailblazers
- Empowering your members and associates to think - it's just another day
and another channel - Putting the member/patient in charge of the information exchange
Mark Scrimshire
Director of Internet Channel Strategy
CAREFIRST BLUE CROSS BLUE SHIELD
My presentation has been posted to Slideshare:
I was followed by a fascinating example of mHealth by Dr. Jennifer Dyer (@endogoddess):
How to Use mHealth Innovations to Improve Health Outcomes and 'Cut the Cost Curve' for Patients with Diabetes
Learn about a successful mhealth case study in the pediatric endocrinology clinic at Nationwide Children's Hospital in Columbus, Ohio that used weekly SMS texting to improve health outcomes and insulin adherence in teens with type 1 diabetes. Discussions include practical theories of behavior change associated with texting such as improved patient engagement and how such patient engagement defines the evidenced-based standard of care for quality diabetes care. The bolus-reminder iphone app developed by Dr. Dyer to both automate and personalize the text messages for optimizing insulin adherence will be demonstrated. Cost-curve savings and analysis will be applied as well as practical examples of how mhealth can fit into the physician workflow. Lack of physician reimbursement is discussed as a current barrier to the growth of such cost-saving innovations. Learning objectives:
- Define mhealth
- Define patient engagement and health behavior changes through the use of mobile phones
- Review significant morbidity savings and rehospitalization savings with increased patient engagement
- Discuss how mobile health applications can fit into a physician's workflow
- Physician reimbursement for communications time: current mhealth barrier
Jennifer Shine Dyer MD, MPH
The Ohio State University, Nationwide Children's Hospital
Great presentation from @endogoddess on the use of text messages and Applications to reduce the cost of Diabetes management.
Text messaging provides greater adherence at a greatly reduced cost.
Wednesday, January 26, 2011
#Health3 Redesigning Finding a Provider
Live blogging from the
Here is the session outline:
Lifestyle and technological changes are creating the expectation and demand for instant access to information from anywhere in the world. In this changing environment, it's important for health plans to be able to provide members with online services that delivers intelligent decision support in finding a provider. The question becomes less about should health plans provide this level of access, but more about how can we deliver these services via online & mobile channels in such a way that is intuitive and reduces costs while increasing member satisfaction and health plan loyalty. In this strategy and case study, participants will:
- Clarify what today's membership needs are in a web 3.0/mobile connected
world - Examine performance metrics and usage behavior of finding a provider
anywhere-type services - Explore improvements in customer loyalty
Eskander Matta
Vice President Business Transformation & eBusiness
BLUE SHIELD OF CALIFORNIA
Find a Provider Redesign
Online banking and retail sites are leading consumer expectations for delivery of secure sensitive data online.
Users expect to access information quickly and easily
Trends:
- Real time access
- Available and easy to understand
- Comprehensive
- Intuitive design
The term "Provider" is hotly debated inside the company. Should it be "Doctor" or "Physician"? Provider is an insider term. Cigna doesn't use the term provider.
Physician Finder is the most heavily used application on Health Plan sites.
137,000 visits per month. 3 Million searches per year.
29% of members surveyed rated the feature as Poor - citing navigation and search as primary pain points. Despite the poor results the competitive analysis put the feature as a leader in functionality. ie. Do a lot but hard to use.
In revamping the Find a Provider feature they aimed for:
- Easier and faster searches
- Redesign format in a concise space above fold
- Provide more guidance for visitors
- Make data on doctor profiles easier to find.
Agile development methodology used to deliver incremental product features and enhancements.
Lessons Learned:
- Look outside the industry
- More features doesn't necessarily mean better experience
- Ongoing customer research
- User Centered Design
- Agile development results in faster, better, cheaper results.
#Health3 Create Cost Transparency
Live blogging from the
Here is the session outline:
Create Cost Transparency: Innovative Technology Health Plans Can Implement to Lower Costs and Increase Consumer Purchasing Involvement
This session will provide answers for health plans searching for solutions that will make payment options, transactions, and billing methods more transparent for the consumer. Clarifying health care costs has proven to lead to higher-quality, lower-cost health care and increased patient involvement in buying health care. In this session, you will specifically learn:
- Proven results of cost transparency
- Strategies applicable to health plans for better health savings and outcomes
Vicki Whichard
Dir Consumer Driven Health Plans
BLUE CROSS BLUE SHIELD OF SOUTH CAROLINA
HSA Bank integrated in to BCBSSC Portal with Single Sign On.
No PHI/PCI is traded between BCBSSC and HSA Bank. Transactions are dealt with in real time. Credit card information is not stored.
Member signs up for HSA program and it does automatic payment from the debit card in the portal. One advantage is a history of receipts for payments made.
Information also goes to Mobile application.
Members: Tools for integrated quality, personalized cost benefit info and purchasing involvement.
Strategic Accounts: Helps promote move to Consumer Driven Health Plans and value added service to employees.
BCBSSC: Essential component of overall corporate transparency strategy and provides a competitive advantage.
#Health3 Drive Engagement and Change Behavior for Wellness and Care Management
Live blogging from the
Here is the session outline:
How Health Plans Use an Integrated Tailored Online
Strategy to Drive Engagement and Change Behavior for
Wellness and Care Management
Member engagement and motivation are key to wellness prevention and care management. This session will demonstrate how health plans can improve member health through the utilization of online health assessments, digital coaching, member health profiles, social networking and targeted messages. In this discussion you will also learn:
- How a health plan developed an integrated online strategy to increase
member engagement and produce outcomes - Integration of online components with wellness and care management
products and customer tailored solutions - Using solution analytic models to create savings and ROI on customer
tailored solutions
Cindy Bjorkquist, MS
Director of Wellness and Care Management Consulting
BLUE CROSS BLUE SHIELD OF MICHIGAN
Categories of people online: Observer, Joiner, Gatherer, Commentator, Producer
BCBSMI wanted an integrated strategy.
BCBSMI: 4M members, $10B paid annually to providers, 100M inquiries annually from customers and providers, 30,000 providers and 150 hospitals.
Integrated Model: healthybluechoices.
Embrace total health: Providers are a key element. Incent them to get and keep members healthy.
Consultative tailoring process to match client to interactive strategy: Listen, Propose, Tailor, Deliver, Measure, Report.
Employers want soulutions: Customized and Personal.
100% engagement - not just the sick people.
Incentives - Prompt engagement - Leads to Behavior Change.
"Engage" Online Platform (partnership with Staywell Custom Communications)
- Personalized Platform
- Prioritized Digital Coaching Interventions
- Scalability
- Interventions that deliver results.
Personalized, even down to relevant images to match member profile.
Health Assessment is embedded in the portal.
Coaching interventions - Wellness and Chronic Conditions.
BCBSM gives employers Lost Productivity estimates.
Weight Loss Program Participants: 65% lost weight
Physician Qualification Process. Form taken to doctor to do labs. Doctor submits form to BCBSM and they load in to the portal. Physician gets the results of the labs. This also enhances the member physician relationship.
Healthy Blue Incentives: Higher copay and deductibles if non-compliant. On this plan 79-85% of plan members are compliant and receive the lower co-pays and deductible benefits.
The latest product is Healthy Blue Outcomes. A plan that rewards members for health outcomes.
Maximum ROI does not lead to maximum savings. Expanding to large penetration of engagement leads to lower ROI but higher Gross savings through increased engagement.
BCBSM has a social presence. AHealthierMichigan.org. 2FTEs blogging. Facebook and Twitter presence.
#Health3 StrategicPartnerships with Third Party Administrators for HRA/HSA
Conference in Orlando Florida.
Here is the session outline:
Explore Challenges and Opportunities with StrategicPartnerships with Third Party Administrators for HRA/HSA
This session will explore the challenges and opportunities for sending eligibility and/or claims files to TPAs. Health Plans are seeing a significant increase in requests from independent TPAs as well as broker-owner TPAs for claims and eligibility data files to provide a competitive edge. The session will address both strategic as well as technological challenges and limitations. The following issues will be explored during the session:
- Pros and cons of Exclusive versus Preferred strategic relationships
- Challenges with file exchanges in terms of provider and member level
information - Co-marketing, co-branding or private labeling
- Limitations of debit cards and the impact on product designs
Scott Polansky
Director of Product Management
HARVARD PILGRIM HEALTH CARE
Harvard - 1.1M members in MA, NH, ME & RI. Ranked #1 customer satisfaction and Clinical Quality from NCQA.
National - 2010 - $7.7B in 5.7m HSA/HRA accounts. Average balance = $1,355 down from $1,420 in 2009.
Average percentage of Premium paid by covered workers has jumped significantly in 2010 ( 27% to 30% for Family coverage)
Brokers are purchasing their own software to administer HRAs or demand that data is sent to their preferred TPA.
Lessons learned:
- Can't please everyone.
- Each vendor relationship comes with overhead
- Consider charging a setup fee to TPAs and brokers
- Understand and communicate how each vendors processes and service models work (communicate internally and externally)
- Accounts are complex especially when handling HRA and FSA
- Need dedicated support staff
#Health3 How to Evaluate and Measure Social Media for Health Amelia Burke @socialibriumm
Live blogging from the
Here is the session outline:
How to Evaluate and Measure Social Media for Health
Campaigns
Integrating social media for health communication campaigns has been a slow process, as restrictions on two-way communication and fear of the "openness" of the medium have led public sector communicators to shy away from using it. However, increasingly, public health organizations and agencies looking to reach their target audiences in relevant ways are implementing social media into their programs as a necessity, not just a "nice to have". However, across the board, agencies, communicators and brands alike are all struggling with how to evaluate this medium. This session will demonstrate how to:
- Assess the value of social media for public health campaigns
- Evaluate social media in order to make the case for it in your campaigns
Amelia Burke, MA
Director of Digital Media
AED CENTER FOR HEALTH COMMUNICATION
There is no industry standard for measurement.
3 out of 4 Americans use Social Technology: Forrester
1 word of mouth recommendation has the impact of 200 TV Ads.
Engagement is measurable.
Put performance in perspective of program goals.
It is hard to bridge online with offline but you can establish digital goals.
Digital media gives you a wealth of measures. Measure what matters.
Web Analytics demystified:
Goals (Drive consideration), Objective (Foster Dialogue), Measures (Share of Voice - overall mentions v mentions of brand, Audience Engagement - total reach, Conversation Reach - potential reach v actual reach), Tactics (Twitter, Facebook etc.)
Geico example:
Goal - Drive Brand Awareness
Objective: Drive visibility of videos and engage with key consumer target on You Tube
Measures: Buzz monitoring for Insurance category, Audience engagement - views, comments. conversation - You Tube v Subscribers.
Tactics: You Tube channel
Consumer Engagement is Iterative.
- Digital media goals are part of a regular program plan
- Tie digital goals to overall program objectives
Location:
- know where your bloggers are.
- Location may be less relevant than Influencers.
#Health3 2011 and beyond - a panel discussion
Live blogging from the
Here is the outline for this session from the published Agenda:
PANEL DISCUSSION
Health Care Reform: Perspectives on 2011 and Beyond
This panel will take a hard look at the impact of Health Care Reform on health plans. With the economy changing and new regulations beginning to be implemented, numerous questions arise as to whether or not this legislation presents a positive opportunity for health plans to capitalize on. Join three industry leaders as they assess how to leverage reform and open innovation as a catalyst for redesign and to find partners in the progress.
David Pizzi
Director of Health Policy
BLUE CROSS BLUE SHIELD OF FLORIDA
Andy R. Anderson, JD
Partner
MORGAN, LEWIS & BOCKIUS LLP
What is going on in Health Care?
Texas and Florida are the only 2 states that have declared no intention to establish a state based exchange.
Q: when will we see more guidelines around how Exchanges will work?
A: (AA) 2012-13 before we see guidance. Carriers are thinking about what is going on. Some positioning is already starting.
(DP) What will Feds accept between now and 2012.
When State legislatures only meet for set periods (MD, WI etc.) there is a limited window to prepare state legislation.
(AA) Big employers are frustrated by State By State legislation. It would simplify managing national workforces.
Grandfathering - NAIC think this is ripe for abuse. New policies will be purchased and claimed to be grandfathered.
Q: Will we see Private Exchanges that competes against the State Exchanges? (PA expected to have a weak exchange)
A: (DP) Private exchanges don't qualify for fed subsidies to be used to purchase insurance. It can only be applied to policies purchased through the state approved exchange.
Q: What will happen in the enforcement area?
A: (AA) 2014 penalties only $95. But IRS has not been given funds to enforce.
(DP) Average cost of uncompensated care across US is $1,700. The maximum penalty (2% of income) is significantly less than the typical cost of a health policy for a family.
Q: Rate Increase Reviews
(DP) Increased scrutiny at state level in 2011. High Deductible plans and HSA's have increased cost awareness amongst consumers. This has discouraged people going to their doctor. This is leading to a spurt in big profits from High deductible plans.
(AA) HSA and High Deductible Health Plans (HDHP) are starting to work. The reform changes may strangle these policies.
Q: Healthy Rewards
(AA) Wellness programs - how do employers negotiate compliance with Federal laws such as American Disabilities Act. Rewards aren't big enough to drive behavior.
Q: Accountable Care Organizations - How will they evolve?
A: (DP) it is difficult to work out what an ACO is. Rubber hits the road when money starts being distributed and being managed.
(AA) Everyone wants to be an ACO but no one knows what one is.
#Health3 Winning in the Relationship Era
Conference in Orlando Florida.
Here is the outline for this session from the published Agenda:
Winning in the Relationship Era™ : Leveraging Emerging Technologies to build Trust & Transactions for Sustainable Competitive Advantage
Consumer trust in health insurance providers is at an all-time low, while industry expectations of the individual's accountability and responsibility for their benefit and health management continue to rise. This discussion will look at the key components of Trust in the new era of marketing – the Relationship EraTM - and provide innovative examples of technology-enabled strategies health plans can leverage to demonstrate credibility, care and congruence with their members and prospects.
Karen Carr
VP of Strategic Growth and Innovation
IMC2 HEALTH & WELLNESS
Why do some companies and brands consistently lead?
"Firms of Endearment" - Google, Trader Joe', Ikea, BMW, Southwest, Starbucks.....
Product Era (1900-1960's)
Consumer Era (1960-2000's)
Relationship Era (2000-)
Sustainable relationships involve both transactions and trust.
Trust is a function of 3 factors:
- Deliver on its promises
- Understands my needs
- Resonate with my values
Health Plan consumer trust in on the decline.
What can we do about it? The 3C's of Trust
1. Credibility
2. Care
3. Congruency
84% of US Consumers are more likely to trust a company that uses Jargon-free plain english in communications
Information Design: Easy, Relevant, Clear, Colorful
BlueCross BlueShield is mentioned as partnering for innovation by working with HelloHealth (Myca)
Congruency: Purpose - something uncovered and not defined.
In the relationship era it is important to understand the consumer's "Why."
Fear and negativity are not as effective as the emotional connection.
#Health3 63M visits to KP.org in 2009 - How?
Live blogging from the Health 3.0: The Next Online Generation Conference in Orlando Florida.
Here is the outline for this session from the published Agenda:
9:00 Case Study: How Kaiser Permanente Generated 62 Million Visits to KP.Org in 2009
More than 3 million Kaiser Permanente members are managing their health on kp.org, Kaiser's web site. The data shows that this service is providing significant value to web site users and Kaiser Permanente. The 2009 numbers are impressive: 62 million visits to kp.org, 22 million lab test results viewed online, 9 million e-mails sent to providers, 200,000 online behavior change programs completed. In this session we will look:
- How to obtain and maintain this level of member engagement
- Impact to both members and the care delivery system
- How to integrate online behavior change into your health plan
Pamela Larson, MPH
Director, Consumer Health
KAISER PERMANENTE
It is about the members....
Integrated Care Delivery is the backbone of the system.
Physicians and Members are connected. KP Health Connect (For the Professionals) feeds My Health Manager (Patients View)
There are 8 different instances of the system. One for each region.
Key Principles: Transparent, Accessible, Consistent, Secure
Watch out for: Pay attention to culture change and listen to the voice of the member.
My Health Manager:
- Secure view of EHR (lab results, immunizations, allergies, past visits, reminders)
- Team interaction (email, assessments)
- Convenient Transactions (Refill prescriptions, manage appointments, act for a family member)
- Education (health reference resources, behavior change programs)
Members benefit from engagement in their health.
...And now members want it all on their handheld device.
56.1% of members are engaged in their Health online.
The largest jump in usage occurred in 2008 when email your doctor and Lab Results were added to the site.
Upcoming challenges: How to give access to non-members (eg. family carers who are not members) and going mobile.
It is not about the Health Record...
It is about timely, current and relevant information. An "in the moment" ability to act. About teachable moments. Its about meeting members where they live.
#Health3 How #HIE drives down ER use and drives up Medical Home use
Live blogging from the
Here is the outline for this session from the published Agenda.
Learn How a Health Information Exchange (HIE) works to
Drive ER Use Down and Medical Home Use Up for Improved
Healthcare Outcomes
This session presents a case study of the Wisconsin Health Information Exchange (WHIE). From this study, learn strategies that can be implemented by health plans for effective utilization management through a Health Information Exchange. This will prove how an information support network can add value to the health plan as well as the provider community. As a result, populations will experience improved health outcomes through appropriate use coordination. In this session you will learn how to:
- Manage appropriate ER use
- Promote Medical Home PCP involvement
- Generate improved health outcomes
- Reduce costs to insurers
- Achieve accountable care objectives
Tom Lutzow
Chief Executive Officer
INDEPENDENT CARE HEALTH PLAN
Kim Pemble
Chief Executive Officer
WISCONSIN HEALTH INFORMATION EXCHANGE
The average medicare patient in one year sees 2 PCPs, 4 Specialists across 4 hospital systems.
Meaningful use in simple terms means information follows the patient. [Ed: Shouldn't that be with the patient]
Health Information Exchange is not a technology issue - it is a cultural information exchange challenge.
Wisconsin HIE is using Admission Records to create patient relationship maps.
At this stage WHIE knows what you have been admitted for, what Medicaid prescriptions have been paid for. The next step is to capture outcomes of procedures.
ICHP is a managed care plan established in the early 1990's. The average SSI member has 6 co-morbidities. The members covered by ICHP in their iCare plan use the Emergency Room (ER) as their Medical Home. The WHIE is invaluable for ICHP.
WHIE is used to target better care for the 1,623 iCare members that visit the ER more than 3 times in a year. This group can be given better care by recognizing where they have previously been cared for and what procedures and tests they have already had.
iCare CORE members (Medicaid only - typically homeless people) have a Medicaid requirement to record basic Health Assessment information in order to maintain Medicaid eligibility. iCare ensures this need is brought to the attention of the Physicians in the ER when a member checks in at an ER.
70,000 people on waiting list for iCare CORE. Costs $60 to join plan. Losing eligibility is a big deal.
iCare SSI members targets members using the ER more than 4 times per year. The notice via the WHIE alerts the ER that the patient needs to be diverted to their PCP or other local clinic. iCare coordinates this providing transportation.
iCare expects to save $2M by increasing spending in Medical Homes and reducing ER costs.
PPACA (Affordable Care Act) has a provision to put in place mechanisms to reduce patient readmissions.
Discharge plans: Hospitals don't present to iCare. 35% of members don't get a discharge plan. Of those 67% get presented to iCare by the member. Of those 63% are complete. Of those 88% are legible.
When the Care Coordinator intervenes (home visits etc) the plan's experience is that Costs Per Member Per Month (PMPM) can be reduced by ~22%.
Self reporting doesn't work [Ed: We know this because relying on patient memory is a poor plan]
WHIE impact: in 44% of cases information from the WHIE changed the treatment plan for patients. From Efficiency perspective 40% reduction in time to find information. 44% reduction in time to treatment disposition.
#Health3 Conference opens with remarks from Rose Gantner, Sr. Director UPMC
Live blogging from the Health 3.0: The Next Online Generation Conference in Orlando Florida.
Rose Gantner is Sr. Director of Health Promotion, Consumer Education, Training & Innovation at UPMC Work Partners and is chairing this conference.
Rose kicks off with an Introduction to Social Media... the very basics.
Social Media is complementary to existing media, not a replacement.
Quality content is critical to success.
82.9% of people online watch videos. Everybody is in Social Media whether they know it or not.
Corporate Social Media leaders: Best Buy, GM, Starbucks, Ford, Procter & Gamble.
In Health Care the prominent leaders are: Henry Ford Health Systems, Scott & White Healthcare, Mayo Clinic (thanks to the efforts of @LeeAase).
Between 2009 and 2010 Social Media use at Hospitals has doubled (441 to 890 organizations).
Understand your platforms: What you can control, What you can influence, Where you can participate.
Elements to measure:
- Exposure (content and message)
- Engagement (where and why with content)
- Influence (perceptions and attitudes)
- Actions (sign ups, reduction in call volumes)
Tuesday, January 25, 2011
#Health3 Engaging the Patient in a mobile world (Dusty Fisher)
Live blogging from the Health 3.0: The Next Online Generation Conference in Orlando Florida.
The afternoon workshop is being given by Dusty Fisher of Race Street Group LLC.
"Blend Information with Communication"
A selection of people at the Workshop from:
- Trizetto
- Geisinger
- PMC Health Plan
- Medical Mutual of Ohio
- BlueHealth Cooperative
- BCBS Florida
- BCBS Louisiana
Off the table:
- Evidence Based Medicine
- Online PHR
- Health Reform
Check out Clotaire Rapaire - The Culture Code: An Ingenious Way to Understand Why People Around the World Live and Buy as They Do - you need to read this book.
1200 BC our ancestors carried a mobile device to aid memory.
80% of smartphone users only access the Internet via their smartphones.
Users of Social Networks share information but still want facts from web sites.
People are using smartphones to access information they don't want others to know about. ie. they don't want people looking over their shoulderwhen they are at a desktop computer.
The 50-90 age group are the fastest growing segment online. This group are avid blog readers.
Video is a powerful tool but you must relate to the audience. Use humanity to create a connection.
Mayo Clinic gets a call out for the great work they do with Social Media - Well done @LeeAase
Include QR Codes in your printed materials.Women make heavier use of tags. They are found in women's magazines. The bit.ly url shortener will automatically create a QR Code for any link that bit.ly creates.
In the USA Women are the predominant smartphone users - this is different to every other country in the world. This is important because women are the primary health decision maker in most family units.
Tony Zingale of Jive Software recently quoted Social Media benefits as a result of a survey they conducted: The results were pretty staggering. Internally, companies reported a 37% increase in project collaboration and productivity, 30% higher employee satisfaction and a 32% reduction in time to find answer. The most welcomed result might be a 27% reduction in email. Externally, customers reported a 31% increase in customer retention, 34% higher brand awareness, a 27% increase in new customer sales and a 28% decrease in call support volume. (For another view on how companies should use social media, check out Jeremiah Owyang on NBC’s Press:Here, which aired yesterday.)
Stock Photos don't work. People want new and real.
Cyber Skepticism: Digital Natives are coming to terms with the indelible stamp they leave on the Internet.
Don't Do's:
- Be Fake (Medseek created a fake person on Facebook)
- Don't be a slave to personality or design (do pages load sensibly)
- Get the accurate url in print. and make sure it is one people can type correctly
- Size and speed matter. Each second delay is a 7% reduction in conversion and brand damage
- Tiny to Sixty inches (your page must scale)
- Abdicate ownership of your domains and URLs. (Do you have password access to all your domains)
The Next Problem:
- Cookies and Tracking (how many cookies are you using)
The Next Opportunity:
People are playing games - Join in.
Pick a cause. Create a Cause. Make it simple. Make it actionable.
((tag: Health3, healthcare, healthcamp))
#Health3 :The next online generation - Live Blogging from the Orlando Conference
Over the next 3 days I will be live blogging from the Health 3.0: The Next Online Generation Conference in Orlando Florida.
I will include the #Health3 hashtag in the titles of my posts.
((tag: Health3, healthcare, healthcamp))
Apple Aims To Take NFC Mainstream; Perhaps The Greatest Trick They’ve Ever Pulled?
MG Siegler at TechCrunch follows up on a Bloomberg report about potential Apple plans:
Let me tell you how I think Apple will solve this conundrum...
First, Apple understands the Consumer Electronics market. They know how to design and build easy to use devices at a price point that people are prepared to pay for.
So, You know that "Hobby" device: AppleTV. It was recently redesigned as an iOS device that costs $99 (retail). I think Apple can easily reconfigure the AppleTV, remove the HD TV output and add in a Cellular chip set to supplement WiFi. Then configure it with an iOS application that can handle the NFC transaction receipt and link to the iTunes ecosystem. The other part would be to implement a logging utility to deliver payment confirmations, may be via WiFi or USB (They already have USB onboard the AppleTV for diagnostics purposes) so that system integrators can interface to retailer checkouts. With that you have a device that Apple could discount well below $99. But, by including a cellular chip set they can sell the device via the cellular carriers who could discount the device to zero dollars when bought on a contract. Businesses could easily add the device to an existing cellular contract.
What do you think? Is this plausible?
This is a Really interesting article about the explosion of interest in Near Field Communications - wireless payment systems. The most interesting part of MG's article is the question of how Apple can tackle the challenge of getting Near Field Communication receiving devices out in to the marketplace. It is one thing to have phones capable of paying for goods and services but as Google has discovered with the Nexus S, without receivers there is no way to make a payment.Bloomberg has an interesting report tonight, but they have the headline all wrong. Apple Plans Service That Lets IPhone Users Pay With Handsets — is technically correct (assuming the report is true, of course), but it completely downplays the potential ramifications of what Apple is apparently attempting to do. If Apple can nail Near-Field Communication (NFC) and tie it directly into their already-established iTunes payment system. It could change everything. It could transform Apple from the biggest technology company in the world, to the biggest company in the world, period. By far.
Granted, that’s a very big “if” in the above statement. And there are many unknowns from this report, which I’m simply extrapolating out. But there’s also a lot that makes sense, if you think about it.
First of all, Bloomberg’s Olga Kharif reports that Apple will build NFC chips into the next iteration of the iPhone. That should be absolutely no surprise — in fact, we reported on it months ago. Plus, given that rival Google has already done this for the Nexus S Android device, it has gone from a no-brainer to a must-do.
What is somewhat surprising is first of all that the report only mentions the new iPhone “for AT&T” and not Verizon. And secondly, that NFC is said to be built into the iPad 2 as well.
It’s hard to know what to make about the former. Perhaps that’s just a slip up? Or maybe AT&T really will get the iPhone 5 first?
The iPad 2 talk is conceivably more straightforward. Typically, NFC is associated with mobile payments, but don’t forget that it can also be used for a host of other short-distance data communications. In fact, it could well be that NFC becomes a staple of most Apple products for beaming information instantaneously and securely over a short distance. Things like photos, movies, etc. Also, imagine if the iPad is in your bag or purse, it could certainly still be useful when it comes to paying for things by sending a signal to a receiver a few inches away.
But the key to this is really iTunes. Or more specifically, the payment system within iTunes that is already in use by millions and millions of people around the world.
The obvious main reason that NFC hasn’t taken off yet for payments is the lack of hardware support. But one reason that’s been slow to come is that manufacturers likely know that there’s simply no good payment processing system behind any of the current ideas. In fact, the best possible way for things to start moving is probably for the credit card companies to do this themselves and get the ball rolling. But while they are testing the technology, they don’t seem to see the need to disrupt a system that is already working.
So why is this becoming a big deal all of a sudden? Well, everyone’s ears perked up when they heard Google would be including NFC chips in the Nexus S. But the same basic problem remains. For all of Google’s strengths, they have not been able to nail a payment processing system. Yes, they have Google Checkout. But customers clearly prefer competitors like PayPal. The situation is so bad that they’ve even had to start including carrier billing options in Android so people will finally start to buy apps on a whim. Users are simply not doing that as much as anyone would like with Google’s current payment structure. And the system is to blame.
And the same issues will likely hold up their NFC ideas as well. And we’re already seeing the fact that while the Nexus S has NFC built-in, you can’t do anything with it yet.
Enter Apple. The technology giant does have a proven payment system. One with over 100 million accounts set up with built-in credit card access. But those interviewed by Bloomberg for the story suggest that Apple aims to go farther with NFC:
The main goal for Apple would be to get a piece of the $6.2 trillion Americans spend each year on goods and services, Crone said. Today, the company pays credit-card processing fees on every purchase from iTunes. By encouraging consumers to use cheaper methods — such as tapping their bank accounts directly, which is how many purchases are made via PayPal — Apple could cut its own costs and those of retailers selling Apple products.And why would customers do that instead of using a credit card? Because a new piece of regulation may soon make it cheaper to pay via debit rather than credit. Apple could be in the right place at the right time with this.
Also from Bloomberg’s report:
Apple, based in Cupertino, California, is considering starting a mobile payment service as early as mid-2011, Doherty said. It would revamp iTunes, a service that lets consumers buy digital movies and music, so it would hold not only users’ credit-card account information but also loyalty credits and points, Doherty said.In other words, it could be an evolution of the payment system within iTunes to allow for rewards, and other flexibility.
But what about the other side of the coin? It’s fine if Apple builds NFC into their devices, but there still needs to be equipment to read them. There’s a bit on this as well:
Apple has created a prototype of a payment terminal that small businesses, such as hairdressers and mom-and-pop stores, could use to scan NFC-enabled iPhones and iPads, Doherty said. The company is considering heavily subsidizing the terminal, or even giving it away to retailers, to encourage fast, nationwide adoption of NFC technology and rev up sales of NFC-enabled iPhones and iPads, he said.You can expect Google to do the same. But again, Google doesn’t have the iTunes infrastructure in place to make this happen in a real way. Apple does. If they get a piece of that $6.2 trillion market, there’s no way they could downplay it as negligible revenue, as they try to do with the app and music sales cuts. It could conceivably be one of their biggest money-makers. And it could completely disrupt a number of industries.
But let’s not get ahead of ourselves here, he says 1,000 words later.
Let me tell you how I think Apple will solve this conundrum...
First, Apple understands the Consumer Electronics market. They know how to design and build easy to use devices at a price point that people are prepared to pay for.
So, You know that "Hobby" device: AppleTV. It was recently redesigned as an iOS device that costs $99 (retail). I think Apple can easily reconfigure the AppleTV, remove the HD TV output and add in a Cellular chip set to supplement WiFi. Then configure it with an iOS application that can handle the NFC transaction receipt and link to the iTunes ecosystem. The other part would be to implement a logging utility to deliver payment confirmations, may be via WiFi or USB (They already have USB onboard the AppleTV for diagnostics purposes) so that system integrators can interface to retailer checkouts. With that you have a device that Apple could discount well below $99. But, by including a cellular chip set they can sell the device via the cellular carriers who could discount the device to zero dollars when bought on a contract. Businesses could easily add the device to an existing cellular contract.
What do you think? Is this plausible?
Saturday, January 22, 2011
Monday, January 17, 2011
Sunday, January 16, 2011
Nike+ GPS app adds new Tag feature to foster competition between friends
Nike+ GPS app adds new Tag feature to foster competition between friends
by Mike Schramm (RSS feed) on Jan 15th 2011 at 9:00AM
We just talked to Nike last week about its Nike+ GPS app for the iPhone, and there's another update to the already full-featured app. A new feature called Tag brings competition into Nike+ GPS. After you finish a run in the app, you can press the Tag button to invite as many of your friends or contacts to the game as you want; each user invited has to complete a certain goal within three days. The goal can be set for distance, time, or the last person to actually go running. At the end of the game, everyone gets to know who was "IT" -- whoever went the shortest or whoever ran last.
It's all meant in fun, but it seems like a cool, social way to keep your friends running, a little competition between fellow runners. There's a video, embedded after the break, that Nike put together to show how it all works. The Tag feature is a free update to current owners of the app, but new users will have to pick it up for the usual price of US$1.99.
via tuaw.com
Cool social gaming feature on Nike+ that promotes healthy activity.
Saturday, January 15, 2011
Heading to clinic @skiliberty. The snow looks great
Tuesday, January 11, 2011
Verizon to Sell Apple IPad That Connects Directly to Its Network - BusinessWeek
Verizon to Sell Apple IPad That Connects Directly to Its Network
January 11, 2011, 2:09 PM ESTMore From Businessweek
By Greg Bensinger
Jan. 11 (Bloomberg) -- Verizon Wireless will sell a version of Apple Inc.’s iPad tablet computer that can connect directly to its network, posing another challenge to AT&T Inc. as the carrier’s exclusive hold on the iPhone draws to a close.
Verizon will get an embedded chip in the iPad for use on its network, Francis Shammo, chief financial officer of Verizon Communications Inc., the parent of the wireless unit, said today in an interview in New York. IPad users currently need an extra device to connect to Verizon’s network. Shammo declined to say when the change may happen.
Verizon Wireless, the biggest U.S. mobile-phone carrier, began selling the iPad in its stores in a package with its credit card-sized Wi-Fi device in October for $629.99 to $829.99. Apple, which introduced the iPad in April, offers versions of the tablet that connect directly to AT&T’s network.
Apple, based in Cupertino, California, sold about 7.5 million iPads through September and, according to Goldman Sachs Group Inc., may sell more than 37 million of the devices this year.
Verizon Wireless, based in Basking Ridge, New Jersey, said today it will begin selling the iPhone on its network to all customers on Feb. 10. AT&T, based in Dallas, had been the exclusive carrier of the smartphone since 2007.
Verizon Communications, which co-owns the wireless unit with Vodafone Group Plc, fell 72 cents to $35.20 at 2 p.m. in New York Stock Exchange composite trading. AT&T declined 57 cents to $27.77.
--With assistance from Amy Thomson in New York. Editors: Ville Heiskanen, Nick Turner
To contact the reporter on this story: Greg Bensinger in New York at gbensinger1@bloomberg.net
To contact the editor responsible for this story: Peter Elstrom at pelstrom@bloomberg.net
via businessweek.com
So we have another feature to add to the speculative list of iPad2 features. Of course Apple Fans on Verizon can just buy a wi-fi only iPad and an iPhone 4 from Verizon and use the Personal hotspot feature in iOS 4.2.5 instead of purchasing a MiFi.
Saturday, January 08, 2011
A gaggle of @skiliberty instructors getting ready for the 4:30 lesson line up
Mark Scrimshire
B: http://ekive.blogspot.com
....Sent from my iPhone
Friday, January 07, 2011
After doing a few bumps on the backside of @skiliberty
It is time to grab A quick coffee before joining the line up for the 4:30pm lesson. This evening could be busy as a lot of night club card skiers hit the slopes.
Mark Scrimshire
B: http://ekive.blogspot.com
....Sent from my iPhone
Sunday, January 02, 2011
TextWeight Tracks Your Weight Loss Progress, Bugs You Through SMS
For me and many others “lose weight” isn’t just a New Year’s Day resolution, it’s an every single morning one. But yeah, there’s nothing like a crashing boozy halt to a December spent scarfing crappy chocolates and piling on the gravy to make you feel like you should hit the gym, especially after hitting the scales.
A simple service created by Kevin Morrill, textWeight holds you to your New Year’s weight loss vows by sending you a reminder text at 8am every morning, to which you reply (on the honor system) with your weight. textWeight then creates a graph of your weight loss progress, so you can measure every pound lost towards your goal over time.
While sites like FitBit.com, Skinnyo.com, and Myfitnesspal.com all try to solve a similar problem, I’ve yet to see anything so simple focusing on weight loss. And true that 8am wake up text is way harsh, but Morrill is working on time adjustment features as well as other ways of scaling the project.
Users with less fortitude can also stop recieving texts any time by sending “stop” as a reply to any textWeight message or clicking the stop button on the website graph. I just signed up to receive my first annoying text tomorrow. I can’t, um, weight.
via techcrunch.com
A simple solution to the eternal weight loss challenge. Check out http://textweight.com
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