1. Social Media in the Workplace: New Disease or New Asset? Bruce Clarke, JD NCHHRA Sept. 9, 2010

2. 2 www.capital.org Purposes Today Trends in the workplace Legal issues and obstacles Opportunities and models

3. 3 www.capital.org Definition A conversation or dialogue using web- based tools where the users generate the content –Perceived credibility of the source is key –Peer data vs. marketing data

4. 4 www.capital.org Obstacles and Hurdles http://www.youtube.com/watch?v=6MOvB 7OXJXQ

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9. 9 Trends: Social Media 2010 http://www.youtube.com/watch?v=NB_P- _NUdLw&feature=related

10. 10 www.capital.org CAI Survey Data: non-Mfg. 56% use it for networking, and for branding/marketing 35 to 50% use it for external communication, reaching new customers, recruiting and sales 16 to 19% use it for employee initiatives

11. 11 www.capital.org CAI Survey Data: which roles? HR (67%) Marketing (64%) Sales (53%) Executives/Managers (50%) Customer Service (24%) Depending on role, 41% of org’s allowed employee use of some type on the job 25% allow it regardless of role! Add to above.

12. 12 www.capital.org CAI Survey Data: non-mfg. The larger the organization, the greater the use (add 2 to 8% to the averages) LinkedIn: networking (46%), recruiting (33%) Facebook: branding/marketing (42%), reaching new customers (37%) Instant msg, Twitter, text/skype: Networking (26%), internal communications (16%)

13. 13 www.capital.org CAI Survey Data: future use 83% expect their organizational use of social media to increase in the next 1 to 3 years.

14. 14 www.capital.org Healthcare use of social media http://www.youtube.com/watch?v=qLeN GykRAvUhttp://www.youtube.com/watch?v=qLeN GykRAvU

15. 15 www.capital.org Healthcare use of social media

16. 16 www.capital.org Healthcare use of social media 1.Managing a conversation 2.Engaging e-patients 3.Convergence with personal records 4.Social media for providers to talk with each other 5.Other internal collaboration

17. 17 www.capital.org “ Healthcare is an incredibly collaborative sector. As such, use of social networking to foster information exchange – both inside and outside of an organization – presents enormous opportunities to improve global health.” Jim Haughwout Oulixeus Ltd.

18. 18 www.capital.org Ahealthiermichigan.org

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21. 21 www.capital.org Survey: obstacles and hurdles 187 of 227 org’s said “sometimes” or “never”. Why? Lack of polices/guidelines (47%) Concerns about productivity (46%) Lack of expertise (44%) Legal concerns (46%) Lack of staff time (41%) Lack of a fresh content plan (29%) Lack of results from the tools (27%)

22. 22 www.capital.org CAI Survey Data: legal concerns 4 out of 227 reported an “incident” or claim: 2% of respondents. –‘ee vs. ‘ee complaint –‘ee website with profanity –suit threatened over consumer claims –HIPAA violation claimed

23. 23 www.capital.org General Legal Concerns 1.Misuse in hiring 2.Employees behaving badly with your name attached 3.Disparaging comments about ee’s or competitors 4.Disclosures of confidential information during and after employment 5.Union organizing

24. 24 www.capital.org Mayo Clinic Attorney http://www.youtube.com/watch?v=O60KB ugBtFM&feature=related

25. 25 www.capital.org Productivity Concerns Internet Use Tops Workplace Time- Wasting Tasks DULLES, Va. & NEEDHAM, Mass., July 13, 2005 (SmartPros) — Unproductive tasks in the workplace, from Web surfing to watercooler chit-chat, is costing companies $759 billion annually, according to a report released this week by America Online and Salary.com.

26. 26 www.capital.org Productivity Concerns Among the chief worries of today’s business leaders is the large number of unemployed people still on the payrolls. (anon.) “Culture” is what your people do when no one is looking. (anon.) There are no bad employees, only bad managers. Good managers do not tolerate bad employees. (G. Giordimaina)

27. 27 www.capital.org CAI Survey Data: policies 24 % have a formal policy 33% have informal guidelines only 43% have no policy or guidelines 42% block access to certain sites (33% say “use your judgment”)

28. 28 www.capital.org Policy Elements Positive, or negative, or both? Never Do’s and Always Do’s? Is social media unique (and needs its own policy) or is it just one more way people can waste time, embarrass others and create liability?

29. 29 www.capital.org Work time is for working Should your policies be social media specific?

30. 30 www.capital.org What if you can use it to... 1.Attract paying patients 2.Become more consumer-friendly 3.Improve service lines 4.Develop new niches 5.Provide outpatient services 6.Make processes more efficient 7.Recruit/retain quality staff 8.Invest in technology 9.Avoid-re-admissions (Hospital Review: 9 ways to improve margins in 2010)

31. 31 www.capital.org Questions? Bruce Clarke, JD CAI bruce.clarke@capital.org 919-713-5243 www.capital.org http://blog.capital.org