Managing social media complaints for a health system can be terrible and no fun. Unless you’re Amanda Changuris who thrives on the personal contact and knowing she is helping people. In our conversation Amanda relates her process for being engaged with patients and her community via Twitter. She also shares a few stories of patients (or their friends and families) who were very unhappy and how she and the social media team at Highmark Health resolved those concerns. Listen to our conversation or drop in at the time stamps below.
00:00 Introduction to Amanda Changuris
[00:43] Amanda’s background in TV news
[03:21] Social Media at Highmark
[04:37] Who does the writing?
[05:13] Highmark’s social media presence & team
[06:20] What’s the procedure for managing social media complaints?
[08:05] Your response time is WHAT? Are you married to social media?
[10:28] What should normal people expect for response time?
[11:48] Does speed of response impact others?
[13:20] No Scripts! Honor their time
[13:38] The ChaCha Response
[16:20] Schedule Content timing to maximize engagement time
[17:43] Personal vs. Personal
[19:05] When is the handoff from social?
[21:30] What if a family member releases HIPAA info?
[24:31] Coordinated complaints: #DontDenyKevin
[30:01] Who are you reaching?
[31:00] Flies – Vinegar – Honey
[31:45] Twitter and 10,000 words
[34:00] 140 characters and balancing the length of response
[35:21] “Won over with Fancy Cupcakes”
[39:35] Takeaways: Suggested responses
[42:20] Sneak Peek: Flying Solo
[43:15] Social Media Tip: Dr. Elizabeth Murray