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SXSW 2017

Taking Bedside Manner Online and into Social Media

Consumer brands and customer service professionals have devoted time and resources to monitoring what is said about them online for many years now. Listening centers give these organizations the ability to react, triage, and engage with comments in real-time. But, in a hospital setting, where customer service departments are not the norm, tackling the legal and operational challenges of such an initiative stops many in their tracks. This panel will present a case study on how and why Baylor Scott & White Health built a robust listening solution for the communities they serve and how data and reputation insight from this project has changed the way the healthcare organization operates.

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  1. How did you make the case internally for investment in a robust listening program and staffing?
  2. What insights have you discovered that have changed the way the healthcare system incorporates social data?
  3. How have patients reacted to a hospital system being as active in engaging on social?



Jacob Sloan , Dir of External Digital Communications & Social Media, Baylor Scott & White Health

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