Social Mia in Healthcare and Welfare is primarily a practical book, for people who just want to get start and ne that little push. A nice addition would be to pay even more attention to the underlying strategy. Especially as a larger organization, you can benefit from knowing what stage of maturity the organization is in and what steps you still ne to take to move forward:
SMM_SocialMiaMaturityModel
Planning & privacy
Or do you use social mia to support your brand, from a service provision (webcare) or how do digital magazines benefit your company? product development perspective? I find the structure somewhat confusing. Planning is not the subject until Chapter 7, which I expect earlier. Privacy is also something that should be emphasiz more at the beginning of the plea, in my opinion. Especially in healthcare, privacy can be a barrier for healthcare providers to start working with social mia. Fortunately, the last chapter does discuss this extensively the renew forum should contribute to an even better service experience , although a practical example with social mia guidelines would be useful, such as below (unfortunately not from a healthcare institution):
TNT Guidelines for the use of social mia
Complaints & communication via social mia
I think a very good chapter is ‘Complaints and Crisis Communication’. Relevant in healthcare and a point that south africa numbers healthcare organizations can be uncertain about. With tips and checklists, Gulden and Van der Wurff help healthcare professionals prepare for such situations. But they also indicate the importance of at least knowing what is being said about you online.