Digital communication is also in demand in the healthcare sector.The Internet and social media in particular are becoming increasingly popular. Opportunities and new ways of addressing target groups are opening up. In the healthcare sector in particular, however, there are also risks in the social media area, as thematically sensitive situations can arise. Against this background, Weidmannpartner surveyed a total of 19 care institutions, 14 clinics, 12 hospitals and six other institutions. The results provide an up-to-date situation analysis of the actual usage behavior of Swiss-German healthcare institutions in the social media area.Five key findings of the online study:
1. potential recognized - utilization significantly lower than in other industriesAlthough social media are considered important to very important communication tools by over two-thirds of the healthcare institutions surveyed, so far only six out of ten institutions are exploiting this potential. This is far below the cross-industry percentage of 89 percent users that emerged from this year's social media study by the Bernet PR agency in collaboration with the ZHAW. However, there are major differences when comparing institutions: for example, clinics top the list with 13 users out of 14 participants, followed by hospitals, where eight out of 12 participants are active. Of the 19 nursing institutions surveyed, only six are represented on social media.
2. growing importance undisputed - acceptance still low The respondents agree on the development of communication within the next two years: 79.3 percent of the users as well as 81 percent of the non-users think that there is an increasing need for both social media and classic communication channels in the Swiss-German healthcare system. Compared to other channels, however, social media are losing importance. When ranking various communication tools on a scale of one (very important) to seven (not important at all), most respondents put their corporate website and print media such as brochures or annual reports at the top of the list. In the midfield are public and media relations and e-mailing. Advertising, newsletters and social media are at the bottom of the rankings (see Fig. 1).
3. Facebook as the clear frontrunnerFacebook is used by just under two-thirds of the users surveyed and is thus the most frequently used with a company page. Twitter, on the other hand, is used very little. In addition, platforms with a focus on images, such as Instagram and Flickr, remain almost unused. Xing and Linkedin are now treated equally in the other sectors, but Xing is clearly ahead in the healthcare sector and is one of the three most popular social media channels.
4. backlog in monitoringAlthough more than half of the users consider regular evaluations of their social media activities to be important to very important, there is a need to catch up in terms of implementation: Around 70 percent of all surveyed healthcare institutions that use social media manage their channels without measuring the success of their activities, meaning that valuable information remains unused.
5. non-users: a majority wants to become active or is still undecidedFor 57.1 percent of non-users, social media activities are already being planned or they are still undecided. In particular, hospitals and clinics that do not yet operate social media channels are planning corresponding activities. Only the nursing institutions are still reluctant: only two of the 13 non-users are planning to start using social media and two are still hesitating. Nine nursing institutions currently see no need for action.
Evaluate potential and use positive effectsThe decision not to have a social media presence must be well considered in the competitive healthcare industry. The main reason given by most non-users for not using social media is that their target group is not active on social media. This assessment should be re-evaluated as usage patterns are constantly changing. The latest Facebook monitoring from July 2016 by the agencies Bernet PR and Equipe shows, for example, that the group of Swiss people over 50 is growing, while the growth of younger people is stagnating. In addition, social media channels offer many advantages, which most respondents have also recognized. More than two-thirds of users pursue the goal of increasing their awareness in this way. Other positive effects are: Attracting new employees and patients, increased reach and increased web traffic. Unlike most traditional communication channels, they also offer real-time data monitoring. With a well-structured management, social media are an efficient and promising enrichment of any cross-media strategy - for many institutions in the healthcare sector an incentive to re-evaluate and use their own potential.The complete evaluation report can be viewed here:
WP Online Study 2016/issuu