Binary Fountain Review Alerts on Your Mobile Device

By: Elizabeth Wuellner

We are excited to announce two new ways to receive notifications from Binary Fountain on your mobile device: SMS text alerts and the Closing the Loop mobile app. Read below for more information.

Sign up for text alert notifications today and start receiving your alerts by text within 24 hours of a new review being posted. The message includes the score of the new review and where it was posted and links to the Closing the Loop page of the dashboard, which you can access in your mobile browser to close the loop.  To enable mobile alerts, submit a request at https://hcadigital.zendesk.com.

The Closing the Loop mobile app allows users to receive push notifications within 24 hours of a new review being posted. From the notification, users have access to the app, where you can manage and track assigned tasks, view how long tasks have been open, respond to comments and (if you are an approver) approve responses from other users. To download the Closing the Loop app, search for “Binary Fountain” in the app store on your iPhone.

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Social Media Updates – April Part 1

By: Kelly Hutchinson

Facebook held its annual developer conference, F8, this Tuesday, April 18, so this social media update will focus on the announcements made at that conference. To view the videos of the keynotes and sessions from that conference, click here.

Facebook F8 2017 – Augmented Reality, Virtual Reality and Messenger

At Facebook’s F8 2017 conference, Mark Zuckerberg began his keynote by saying, “You may have noticed that we rolled out some cameras across our apps recently, that was act one. Photos and videos are becoming more central to how we share than text, so the camera needs to be more central than the text box in all of our apps.” Zuckerberg goes on to say that act two is “tied to a broader trend – augmented reality.”

Facebook announced several features and developments around augmented and virtual reality at the developer conference. In regard to augmented reality (AR), Facebook plans on incorporating games and photo filters through the Facebook app via the camera lens on smart phones. “We’re making the camera the first augmented reality platform,” said Zuckerberg.

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Facebook AR camera filters, TechCrunch

Facebook’s camera filter AR features will have a lot of options for users to choose from, much more than competitor Snapchat, and has been rolled out in closed beta this week. Eventually, these AR features will include virtual art you can lay over a space, or video games you can play on top of any surface through your phone.

In virtual reality (VR), Facebook announced Facebook Spaces, an app that lets you spend time with your Facebook friends in social VR. This app allows you to build a world or space and virtually hang out with friends (as cartoon-like avatars) by using gear produced by Facebook-owned, Oculus.

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Facebook Spaces, Business Insider

Facebook Messenger is also getting some new features through chat extensions, which started rolling out this week. These new extensions allow users to share music via Spotify and Apple Music (coming soon), as well as play games, all within the Messenger app. These extensions can also use bot technology to target and assist consumers chatting about a potential experience or purchase. For example, if a group is chatting about going to dinner, the bot can pull up OpenTable for reservations. In another example, if users are chatting about going to a movie, a bot can provide show times and purchase tickets for the users, all within the chat.

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Messenger Extensions, The Verge

This ties into another chat extension Facebook is building up – M, Facebook’s mobile AI assistant (like Siri on iOS devices), which will allow businesses to utilize automation to manage customer interactions in the Messenger app. For consumers, a new feature called M Suggest will provide recommendations to topics discussed in a chat, such as restaurant choices.

Facebook also announced some advanced research and developments in the works, such as the ability to type messages directly from your mind and the ability to hear through your skin. Read more about the above announcements and developments here.

Pokémon Go: Should you De-List Your Facility?

By: Grant Peterre

If you’ve spent any amount of time in public the past month, you’ve probably witnessed a strange phenomenon: multitudes of people purposefully marching around with their phones facing forward, following odd tracking signals and expressing their desires to capture a Pikachu or acquire more Pokéballs.

Still wondering what this is all about? Here’s a brief introduction to Pokémon Go, the new mobile craze that is on pace to become one of the most viral application of all time.

Pokémon Go is an augmented reality game for iPhone and Android. Capitalizing on the immensely successful Pokémon franchise which encouraged players to catch and collect virtual monsters, Pokémon Go uses your phone’s camera and GPS location services to digitally display creatures for capture and collection, all against the backdrop of the real world.

The app is being lauded for encouraging players to be more active outdoors and unifying players and fans of all ages. Business and institutions are even taking advantage of the action: local business owners have been purchasing “lures” on Google Maps, which results in waves of players flocking to the location in search of Pokémon. The Art Institute of Chicago has even encouraged players to visit their museum via Twitter in search of Pokémon.

Pokemon and Your Facility

But what does this mean for hospitals and practices in the HCA community? Reports of increased foot traffic in and around various facilities has necessitated a reminder about safety and security protocol. It is important to remember that one of our top priorities is the protection of patient and company information. A popular game that relies on the collection of data through users’ phone cameras and GPS location could pose security threats to information and must be treated appropriately. HCA’s Information Protection Program has offered several helpful suggestions if you believe your site is facing issues with crowds, such as working with your IT team to determine if your facility is listed as a popular gathering point for players of Pokémon Go, or creating scripted messages to deliver which detail the potential security threats posed by players.

If you do discover that your location is a gathering point for players, here is the process for having your site removed from the map:

  • Visit the app developer’s support page at https://support.pokemongo.nianticlabs.com/
  • Choose “Submit a Request,” followed by “Report a Problem with a Gym or Pokéstop”
  • Supply the full address of your location

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While Pokémon Go is undeniably innovative and fun, always remember our commitment to HCA values and standards involving patient confidentiality and security. Please reach out to the Marketing & Digital Services team if you have any questions.

Submitting a Ticket through ZenDesk: The HCA Digital Operations Online Help Desk

By: Hannah Brown

How to Submit a Ticket on ZenDesk

The Digital Marketing Operations Team is excited to introduce Zendesk. Zendesk is an online help desk that allows HCA practices and marketing teams to easily submit any update requests or questions regarding their online listings, Binary Fountain or general reputation management to HCA’s Digital Marketing Operations Team. After a user submits a ticket, a member of the team will follow up regarding the request within 24 hours.

Going forward, we ask that you use this online help desk to:

  • Claim or update online profiles for your hospital, service lines, practice or physicians.
  • Inquire about responding to a review
  • Report a duplicate online profile for removal
  • Contest or hide an online review
  • Make updates to Binary Fountain
  • Provide general feedback to our team
  • ….and much, much more. When in doubt, fill it out!

Here is how to submit a request through Zendesk:

  1. Go to https://hcadigital.zendesk.com. Please note: You do not need to log in.
  2. Click Submit a Ticket.
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  3. Select the type of request you are submitting: Online Business Listings, Binary Fountain, Reviews or Miscellaneous.
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  4. Select a sub-category for your request under the request options.
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  5. Complete a request form, detailing all relevant information. The following fields are required and must be completed in order to submit a request:
    1. Your name
    2. Your email
    3. Your division
    4. Your location name
    5. A detailed description of the issue

After submitting a request, a member of our dedicated team will follow up with you within 24 hours and continue to provide regular updates on the progress of your request via email. Multiple team members are available to assist with your requests or filter them to the correct people. Additionally, users also have access to a library of digital marketing toolkits to reference at their convenience.

With your help, we look forward to providing a faster, more transparent and more structured support system to better serve you. If you have any questions, please contact Hannah.brown@hcahealthcare.com.

 

Google’s Online Appointment Request Feature: What You Need to Know

By: Kelly Bodell

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Did you know that for certain practices, patients can now begin the appointment scheduling process right after searching your practice on Google?

Healthgrades unrolled the Online Appointment Request (OAR) call to action on Google last month for Patient Direct Connect affiliated practices.

What this means is if your practice is signed up for Healthgrades’ Patient Direct Connect or the Elective Provider Program through a hospital affiliation, when a patient Googles your practice, there will be a “Book an appointment” section at the bottom of your practice’s Google My Business listing on the right-hand side of the window. This OAR feature is also available on mobile devices.

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The drop down appointment scheduling boxes allow a patient to select the doctor they want to see, mark whether they are a new or existing patient and indicate whether the appointment is for them or if they are making the appointment for someone else. Once a patient has selected the required information, they continue the booking by clicking “Continue booking” and are directed to the Healthgrades website to finalize the appointment request.

Here are the top 5 things you should know about the Online Appointment Request feature:

  1. This is a free, added service if your practice is already a Patient Direct Connect or Elective Provider Program client through an HCA hospital affiliation. If you are not affiliated with a hospital that is currently enrolled in the sponsorship programs, this feature is not available for you at this time. If you have any questions about Healthgrades’ Patient Direct Connect or Elective Provider programs, please contact Kelly Bodell.
  2. In order for the OAR to appear on Google, the Healthgrades and Google listings have to have the same address. If the addresses do not align, the OAR feature will not appear for a practice. If a Healthgrades and/or Google listing address is incorrect, please contact Hannah Brown.
  3. If the physicians listed in the “Choose your doctor” drop down are incorrect, or there are missing physicians, please contact Kelly Bodell.
  4. This feature only requests appointments for new patients. If the patient is an existing patient, they will be directed to the Healthgrades profile of the physician they selected and will receive an alert that directs them to schedule with that physician by calling the practice phone number.
  5. You can receive metrics from this feature and track patient engagement. The analytics from the scheduler are added to the OAR metrics report that a practice receives if they are affiliated with a hospital currently enrolled in the Healthgrades sponsorship programs.

If you have any questions about the Healthgrades Online Appointment Request, please contact Kelly Bodell on the Online Marketing Team.

Lessons from SXSW 2016

By: Emily Williams

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From March 11-15 I attended the South by Southwest (SXSW) conference in Austin, Texas. Yes, most people know this as a huge music festival. However, there are three conferences happening mostly simultaneously: Music, Film and Interactive. The Interactive Track (that I attended) is a massive, cutting-edge tech and digital conference featuring keynote speakers (like President Obama), numerous sessions/panels (including execs from Facebook, Google, Mashable, AdCouncil, GM, Unilever and a variety of celebs) and a host of networking events.

Here are the highlights from the top 4 sessions I attended:

  • President Barack Obama
    Tech & Government

    • President Obama stressed that law enforcement should be able to legally collect information on electronic devices – expressing direct opposition of encryption from companies like Apple. He did not comment directly on the current Apple / San Bernardino case, but cited the fact that since the government can dig through “your underwear drawer” at your house, your digital information should be treated with the same access.
    • The President encouraged more relationship between government and tech, recommending that the government learn more lessons from the private tech world to enhance civic engagement and efficiency issues in the government. He urged tech leaders to consider consulting on government projects – even joking about the notorious crash of the Healthcare.gov website as an example of the government’s need for outside tech help.
    • Interested in knowing more? Check out this recap or this full transcript of his remarks.
  • Daring Greatly
    Brene Brown (Researcher, Author)

    • Brene Brown is a notorious researcher and storyteller that reached fame through her Ted Talk on the power of vulnerability – one of the most watched Ted Talks of all time (currently more than 24 million views).
    • As a keynote (the only keynote – other than President Obama – that has been known to elicit massive standing ovations), she encouraged the audience to live vulnerably, recognize emotions and be mindful.
    • Brown reminded us of Teddy Roosevelt’s famous quote:

      It is not the critic who counts; not the man who points out how the strong man stumbles, or where the doer of deeds could have done them better. The credit belongs to the man who is actually in the arena, whose face is marred by dust and sweat and blood.
       

      She used this quote to encourage all of us to have our own inner circle – a predetermined number of voices that we choose will matter. She reminded us that those willing to fight in the arena will always fail at some point (reaping both the risk and reward of the fight), therefore those sitting in the stands such not be able to judge our lives while we are in the arena. If you live in the arena, choose a group of voices also in the arena to be able to speak into your life.

    • Those who are vulnerable enough to risk failing will get back up as an even greater person. According to Brown, those who return from failure stronger than before have three things in common:
      • The reckoning – When we are in an emotional state, our emotions get the first crack at telling ourselves the story of what is happening around us. Those who are aware of their emotions are able to investigate them thoroughly for their purpose rather than ignore or indulge them.
      • The rumble – We have to wrestle with our stories to determine the truth – not just the story that we are telling ourselves is true.
      • The revolution – We use our fights, failures and resolutions to transform our behavior and our stories.
  • Improving Engagement in a Mobile and Social World
    Stacy Garcia (Google)

    • Stacy Garcia of Google challenged marketers to focus on mobile and social when building brands. Companies must build for mobile first, engage users socially and drive traffic to websites to make successful conversions.
    • According to Garcia, 74% of people say they will return to a site if it is mobile friendly. When optimizing websites for mobile, Garcia encouraged us to do three things:
      • Make it fast
      • Make it easy for users
      • Make it consistent
    • There are four types of content that people share:
      • Emotion – When people care, they share.
      • Social Proof – People share what makes them look cool, smart, savvy, etc.
      • Practical Value – If your content is useful, people will spread the word.
      • Stories – People don’t share information, they share stories.
  • Is Twitter the New Customer Call Center?
    Panel: Rebecca Harris (GM), Ashley Mainz (Southwest Airlines), Michael Nagel (Cummins), Angela Wells (Oracle)

    • In this panel discussion, major players in the online reviews / social media space discussed reputation management issues and how to respond to customer service issues online.
    • According to the 2015 Aspect Consumer Experience Survey, 73% of consumers want the ability to solve product/service issues on their own. 1/3rd say they’d rather clean a toilet that speak with customer service.
    • Harris noted that there are two types of customer voices on Twitter:
      • People who want to find a solution
      • People who are mad at the company and want to complain publicly
    • The key to great customer service online is quick, direct responses to consumers. And don’t just respond to the negative – but shock and surprise your online audience as well! Southwest gave an example of giving airline points to a user who tweeted them about frustrations over another airline’s baggage fees.
    • Harris noted that GM recently had a customer that tweeted GM for advice about purchasing a new truck. GM quickly engaged this client in online dialogue via twitter, landing the consumer in the lot to ultimately purchase the truck. The customer had also initially tweeted GM’s major competitor, but got no response from that company.
    • Recent research from Lithium Technologies shows that 53% of people expect a response from a tweet to a company. That number increases to 73% if the tweet is about something negative.
    • Southwest Airlines has a maximum response time of 15 minutes to online interactions. However, their average response time is roughly 6 minutes.
    • Harris said that GM’s philosophy for customer service reps is to hire nice, smart people who really care. Then let them go at it!

Want to know more about SXSW 2016? Visit the SXSW website or email me with any questions!

4 SEO Tips From SMX West

By: Chris McCarthy

SMX West, the digital marketing conference for the “SEO and SEM obsessed”, took place in San Jose, California last week with presentations surrounding the present and future state of online search. Speakers and conference attendees came from all over the country to discuss everything from advanced keyword research to the latest Google innovations.

SEO Tips

After attending almost all SEO presentations, and learning about how sophisticated optimization has become, here are four SEO-related highlights from the conference:

Keyword Research is still relevant, but exact keyword targeting and keyword stuffing is dead. Keyword research should be performed to compose quality content that satisfies user intent and answers questions. When performing keyword research focus on specific terms and phrases to generate easy to read content that is sharable and valuable. Some golden rules for curating valuable content include:

  • Answering why a user should be on your website
  • Appealing to emotions
  • Problem solving
  • A call-to-action

Website Audits can be performed for various reasons, but the most common is to diagnose traffic drops or search engine penalties. Oftentimes search engine bots locate backend issues during crawls that affect rankings, and an SEO breakdown will determine on-page and off-page SEO health. Some helpful site audit crawling tools include:

Customer Journey is incredibly important for building a long-term digital content strategy. As the search engines rollout more advanced ways to synthesize consumer needs with predictive and voice search, focusing on user intent is vital. Adapting SEO for applications like Amazon Echo and iPhone’s Siri requires more than keyword enriched content. Concentrating on consumer trends and search behavior can provide honest data to create answerable, unique content. Some helpful tools to help with this strategy include:

  • Amazon Predictive Search
  • Google Predictive Search
  • Google Trends

Link Building is another way to build website authority and establish credibility. However, link quality will always be superior to link quantity. Quality is determined by the authority of the host sites and the sites linking to them. When garnering links from websites with high domain authority (DA), a score determined by search engines based on credibility, is considered an endorsement. The best way to receive an “endorsement” is to establish your website or brand as an expert. This goes back to creating sought after content that answers user questions and provides valuable information.