Keeping the Blogosphere (and Everyone Else) Healthy

Cruising through the blogosphere I stumbled upon (pun intended) Diva Marketing Blog and her July 16 post on “Where Are The ‘Social Media’ Healthcare Organizations?” As I learn to love Social Media, and discover which companies have and have not embraced Web 2.0, I ponder the same question that the Diva raises: “Should healthcare organizations go ’social’?”

We’re not talking about physicians here. The Diva claims that “thousands of physicians are active in social media.” I’m not sure if she means these docs have a Facebook or MySpace page to keep up with their friends or if they engage in online conversations with their patients.

The Diva is referring to healthcare organizations–hospitals, drug companies and corporations–which she writes treat social media as “more of a revolutionary strategy than an evolutionary way to reach customers.” I think she’s on to something. Shouldn’t healthcare practitioners go where their customers are?

Wouldn’t it be great if you could log on to the website of your local hospital and have a conversation with a nurse, department head, physician or some other representative to answer your specific questions about an upcoming procedure and your hospital stay rather than scrolling through the FAQ and not finding the information you are seeking. Reading the blogs of a hospital’s administrator or one of its doctors might give you a better sense of that organization’s philosophy or bedside manner.

Several of the hospitals that serve the Washington, D.C. metropolitan area where I live mail monthly or quarterly newsletters to local residents. These printed marketing tools provide updates on technology, treatments, personnel changes and public programs. Perhaps these institutions should save postage and help the environment by shelving the paper and going digital.

The Diva notes that those hospitals and drug companies that do have blogs have reaped the benefits. One Web 2.0 convert, Nick Jacobs, president and CEO of Windber Medical Center, credits his blog posts for speaking engagement invites around the country.

Nick Jacobs

Nick Jacobs

Because of these presentations, Jacobs says he “was exposed to the magnitude of not only blog power, but also You Tube, Facebook, Twitter…” Jacobs tells the Diva that his blogging led him to write two books and four newspaper columns “that have increased our business by double-digit figures.”

Johnson and Johnson and GlaxoSmithKline are two corporations that use blogs to communicate with the public. The J&J site notes that “everyone else is talking about our company, so why can’t we?” Recent posts have focused on nutrition, first aid and the company’s health channel on YouTube. The GSK site is built around its alli weight-loss product.

How many people have logged onto WebMD at one time or another? Quantcast, the media measurement service, ranks the medical information site in the top 50, with more than 15 million people in the U.S. visiting each month. With so many consumers in the marketplace for health and medical information, doesn’t it just make sense for these organizations to join the Antibloggergirldc and step into the 21st century?

July 20, 2008. Tags: , , , , , , , , , , , , , , , , , , , , , , , , , . Uncategorized. 2 comments.

On This Day…

A favorite summertime read a few year’s back was Sammy’s Hill, a novel by Kristin Gore described by one reviewer as “chick lit for the political junkie.”

The read was enjoyable on many levels. I was surprised by the hilarious sense of humor that Gore exhibited with her main character, Samantha Joyce and her adventures as a 20-something juggling career and romance as a Capitol Hill aide. Until I opened the novel I had no idea that Gore (yes, that Gore) had written for the Harvard Lampoon as well as Saturday Night Live. Being a Washington, D.C. resident for many years, as well as a journalist who covered Capitol Hill, her insider’s view was part of the fun.

Gore\'s novel of life and love on Capitol Hill

One of my favorite features sprinkled throughout the book was Sammy’s celebration of noteworthy, though obscure, anniversaries:

  • the thirtieth anniversary of the filming of the Exorcist
  • the three hundred ninety sixth anniversary of the first reported drinking of eggnog in America
  • the sixty fifth anniversary of Seabiscuit’s win over War Admiral at Pimlico

Each of these dates was commemorated with an appropriate activity–exercising on the 75 steps of the “Exorcist stairs,” drinking eggnog, and purchasing a lottery ticket. Sammy’s Blackberry was programmed with these and other important dates in her life and in pop culture.

At the time, I remember thinking what crack research skills that must have taken to come up with those dates. I was also pleased to see Sammy’s dedication to celebration continue in Gore’s followup novel, Sammy’s House. But, again, I didn’t give much thought to where those anniversary dates came from.

Sammy\'s House continues to mark obscure anniversaries

So what a pleasant surprise to find On this day…. featured on the Main Page of the Wikipedia website. Perhaps this was Gore’s source of useful fun facts. Now I could discover my own special causes for celebration.

I did learn that I share my September 6 birthday with the return of the Victoria to Spain in 1522 with 18 survivors from Magellan’s 265-man expedition, making it the first ship to circumnavigate the globe. I may have to mark the occasion with dinner at my favorite Spanish restaurant. Or maybe I’ll celebrate that in 1870, Louisa Ann Swain of Laramie, Wyo. became the first woman in the U.S. to legally cast a vote since 1807. This is, after all, an election year.

I still have 61 days to decide. But for now I’m busy planning how to acknowledge that today is the five hundred fifty second anniversary of a retrial verdict that acquitted Joan of Arc of heresy 25 years after her death.

July 7, 2008. Tags: , , , , , , , , , , , , , , , , , , , , , , , , . Uncategorized. Leave a comment.

When Social Media, Journalism and Ethics Collide

The New York Times published an article June 23, 2008 noting that Wikipedia essentially broke the news of Tim Russert’s death June 13 when a contributor to the online encyclopedia updated Russert’s page nearly forty minutes before NBC went on the air to make its “official” announcement. The contributor added the date of Russert’s death and changed all references to the journalist to the past tense. Even though the Internet and Twitter were already buzzing with the news, NBC says it waited until 3:39 EDT to make the announcement so that family members could learn the news privately and first hand.

When journalists are witnesses to breaking news what is their obligation to report that news? In an era when being first isn’t even fast enough any more, should a web tool like Wikipedia wait until the pubic has had time to digest the news from more traditional sources? Guidelines for editing Wikipedia state that all entries must be verifiable by other published materials.

That isn’t the only debate here. The Wikipedia poster, identified in the Times article as a “junior-level employee” at Internet Broadcasting Services, a St. Paul, Minn. firm that provides Web services to a variety of companies including local NBC affiliates, has been fired. Was he fired for being quick on the draw? Was he fired for updating the online encyclopedia without confirming the facts or was he fired for not knowing that family members traveling abroad still might not have been notified? Or, was he fired for scooping NBC?

It may not have occurred to that poster that family members were in the dark. He may have deduced that if he knew of Russert’s death, next of kin surely had been advised. The Times reports that he made the changes believing that the information was already in the public record.

Does his action justify his job loss? Would some form of punishment or discipline been more appropriate?

Journalists have long debated when it is appropriate to release the name(s) of murder victims, accident fatalities and other tragedies. Often newspaper articles report that the names were not released pending notification of family members. Some news organizations follow the rule that if the police release the victim’s name then it is okay to print or broadcast it. One can assume, right or wrong, that the police — or other law enforcement agency — have notified the family.

But what is the ethical obligation of a newsroom of journalists who witness the sudden — and newsworthy — death of their colleague? As journalists they are trained to report the news. As colleagues and friends they are socialized to act as first responders, administering CPR, calling 911 and reaching out to the fallen’s loved ones. How do we reconcile our personal and professional beliefs and practices?

I am reminded of an incident several years back when one of my colleagues at Knight-Ridder collapsed in the newsroom. An editor who recognized his symptoms as a likely seizure acted as the first responder and attended to my colleague while another called 911. Our colleague had no history of seizures so calls immediately were being made to family members and HR to obtain medical information that could be useful. Because our office building had numerous entrances, a few of us went downstairs to direct the EMS team. When they didn’t arrive after several minutes, another call was made to 911. It was more than 20 minutes — and several increasingly frantic phone calls later before the ambulance crew arrived.

This incident took place in the late 1980s– long before Twitter, Wikipedia or even the Internet, but at a time when the District of Columbia’s ambulance service was under fire for slow response time, going to the wrong address, getting lost or not showing up at all. Those of us involved in attending to our colleague (who would be fine) were unaware at the time that another colleague was doing what journalists do: reporting the news.

Amazed and angry at the slow EMS response, she took the story out of our newsroom to a wider audience when she telephoned a local television network affiliate that had been covering the ambulance story. A well-known television personality showed up unannounced in our newsroom the next day wanting to interview those of us who had made the 911 calls.

Our colleague who had needed the medical attention was adamant that he would not talk to the press, citing his privacy. Those of us who had been in the newsroom that day and witnessed the incident were supportive of his request for privacy. When the television reporter insisted that he would not leave our newsroom until he had his story, decisions had to be made. As journalists we realized that a story needed to be told about the poor response rate of the city’s ambulance service. But as friends and colleagues we also respected the need for privacy.

A compromise was reached. One of the witnesses to the events in the newsroom agreed to be interviewed, but only about the response time for the EMS crew. There would be no discussion about the nature of our colleague’s illness, nor would his name or any other identifying factors be revealed.

If that incident happened today, our decisions — and our moral dilemma — could be drastically different. The way we share information today and the tools that people use to receive news has completely changed. As new tools emerge, and the time it takes to exchange information lessens, journalists and anyone who participates in the conversation will have to examine what it means to be first.

July 7, 2008. Tags: , , , , , , , , , , , . Uncategorized. Leave a comment.