Managing Reputation: How to Handle Anything from Social Media Rage to Police Investigations
Presented on: February 9, 2016*
*This on-demand webcast is a rebroadcast of the November 2015 event due to popular demand.
Vice President, Executive Communications and Reputation Management
As healthcare moves toward a retail environment and the healthcare consumer takes an increasing role about choices in his or her care, the reputation of every healthcare provider becomes critical to its success and favorability within the community. With the emergence of social media, there are more direct channels for bringing both negative- and positive - feedback to the public eye. Monitoring public perception can help providers make adjustments to both minor and major issues that can impact their reputation. Establishing a proactive program that builds reputation capital, manage reputational risk, and creates a collaborative connection between internal stakeholders will prepare providers for dealing with crises in the future, as well as being able to recover if a crisis should occur.
In this back by popular demand webcast, ProMedica reveals their keys to building a reputation-based decision making process in its organization, and demonstrates how they handle a wide range of issues, from negativity on social media to a major police investigation.
- Discover proactive tools and technology to avoid or minimize future risk
- Learn how to connect reputation building to your strategic plan
- Understand the importance of developing a reputation-based decision making process in your organization
- Learn how to keep an issue from blowing up into a crisis
- Find out how to coordinate internal and external teams to ensure that your message is uniform
- Learn when, and how, to respond to negative posts on social media
- Understand the importance of full disclosure and accountability during a crisis – and the corporate apology
1. The connection between reputation and branding
2. Industry trends leading to an increased need for reputation-based decision making
3. Building reputational capital
a. Connecting reputation to the organization’s vision and strategy
4. Anticipatory Issues Management
a. Reputation management dashboard
b. Connecting key internal stakeholders
c. How to keep an issue from becoming a crisis
d. Social media monitoring
i. Case study: dissatisfied patients on Facebook
e. Internal and external surveys
i. Case study: Sexual assault at Flower Hospital
5. The importance of transparency
6. Q&A (not live)
About the Speaker:
Timothy Langhorst, Vice President, Executive Communications and Reputation Management, ProMedica, has been a public relations marketing professional for more than 33 years. Tim has spent the majority of his career in healthcare public relations and marketing, including 23 years with ProMedica, and eight years as a marketing public relations consultant. He has been fortunate to have broad-based responsibilities during his career at ProMedica including executive communications, physician communications, media relations, issues and crisis management, internal communications, community relations, social media, digital communications and advertising. Most recently, Tim’s focus has been increasingly on building reputational capital and mitigating reputational risk for ProMedica.
Webcast system requirements and program materials:
To fully benefit from the webcast experience, please note you will need a computer equipped with the following:
Internet: 56K or faster Internet connection (high-speed recommended)
Streaming: for audio/video streaming, Adobe Flash plug-in or Safari browser on iOS devices
Prior to the webcast, you will receive an e-mail with detailed system requirements, your log-in information, presentation slides, and other materials that you can print and distribute to all attendees at your location.
COULDN'T LISTEN LIVE?
No problem. The on-demand version is now available! Use it as a training tool at your convenience—whenever your new or existing staff need a refresher or need to understand a new concept. Play it once or dozens of times. A $279 value!
Participation in this on-demaqnd webcast is just $279 per site. All materials must be retrieved from the Internet.