HealthCare Social Media Trolls and Customer Unlikes

October 13, 2011
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I came across a couple of blog posts that address some of the more uncomfortable social media issues, so this post goes along with my firm belief that we should always explore the good, the bad and the ugly. Because, that is how we can truly improve!

I came across a couple of blog posts that address some of the more uncomfortable social media issues, so this post goes along with my firm belief that we should always explore the good, the bad and the ugly. Because, that is how we can truly improve!

Gbu
Ragan’s Healthcare Communication News brings us a really good guide on responding to ill-tempered trolls who hide behind anonmity to make online attacks at others.  Think about it… would some of these people use the same words and tone if they were speaking to our face or if we could identify them?  Probably not.  

The Huffington Post believes this is just the way it is, but I’m one of those who believes we should mature and put our names and virtual faces to our comments.  Otherwise, I can’t really trust what the person leaving the comment is sharing – and this goes for overly good or bad comments.  As for ugly, there isn’t really a need for this.

The second post comes to us from the Harvard Business Review Blog Network and is about social breakups.  Brands are flocking to engage with consumers on social media, but some have missed the point about engagement and building virtual relationships. Too many brands are confusing their social media campaigns with just another billboard opportunity to throw information out.  They will soon find they are being dumped by consumers who aren’t interested in the noise and flood of irrelevant and uninteresting information.

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Since we are on the subject, I also want to throw in some personal branding advice because I’ve already dumped one LinkedIn connection and am about to dump two others.  The reason, too much, irrelevant and un-interesting information being sent out as LinkedIn updates.  My guess is that these individuals have their Tweets also going out as LinkedIn updates.  The result is I can’t see what my other connections are up to because my tweet deck is full of noise from a few.  Since I can’t shut of their updates and still be friends, they may soon find themselves as being dumped.  (And, one is suppose to be a social media “guru”!)

My advice is to be considerate and thoughtful when you are setting up your social media settings, otherwise you put your virtual reputation at risk.  Remember, managing your in-person and virtual reputation is a must.

And one more thing…  🙂

For those of you who have stuck with as this turned into a vent, I share some perhaps really important social media risk management advice.  If you are a provider, be very careful placing offers to promote your services on Groupon or even FourSquare. Fierce had an article not long ago on how deep discounts on clinical services could create some anti kickback troubles for physicians, hospitals and other providers.  I think a discount in the gift shop or dining room is a great thing, but beyond that … speak to your attorney first.