“Technology is ubiquitous. And it seems to me that in many cases, personal interactions have suffered with its growth. As I ponder the effects of a digitized world, I wonder about its consequences for healthcare consumers,” says Christy Pretzinger of WriterGirl, a nationally recognized healthcare content consultancy. Here’s an excerpt from Pretzinger’s new article: When we Read More
// By Christy Pretzinger // When I began freelancing in the early ’90s, a fax machine was the only so-called “digital” equipment I had. When I had conference calls, I put my dog in the other room so my clients wouldn’t know I was working from home. Obviously, times have changed. Technology is ubiquitous. And Read More
A Look Back on a Hall-of-Fame Career // By Jared Johnson // Neal Linkon, retiring director of marketing operations at Children’s Hospital of Wisconsin, recently took a few moments to reflect for us on his career. As we honor his contributions to the healthcare marketing field, Neal shares what he has learned and where he Read More
“Soon, if your household doesn’t have a voice assistant, you’ll be in the minority,” says Ahava Leibtag, president and owner of Aha Media Group. “NPR reports that 14 million people in the U.S. got their first smart speaker device in 2018.” Leibtag says healthcare websites need voice-optimized health content now more than ever. Here’s an Read More
Ask the Expert, with Kelly Faley, Vice President, Digital Strategies at Sharp HealthCare // By Jared Johnson // The days of operations teams developing services and simply handing them to marketing to promote are over. The marketing team represents the voice of the customer, and marketing teams need to be equal, active participants in digital Read More
// By Ahava Leibtag // On Prime Day 2019, the Amazon Echo Dot was on sale for as low as $22 — less than half its usual price. And people jumped on the opportunity to welcome a voice assistant into their homes. According to Amazon, millions of Alexa-enabled devices were sold during the first 24 Read More
The Americans with Disabilities Act (ADA), signed into law 29 years ago, covers much more than ramps and rails. Today, accessibility includes the internet and the digital accommodations required for people with vision, hearing, speech, cognitive, or mobility impairments. More than 56 million Americans live with a disability. Ensuring that your website is easily navigated Read More
// By Marlene Kurban // The Americans with Disabilities Act (ADA), signed into law 29 years ago, covers much more than ramps and rails. Today, accessibility includes the internet and the digital accommodations required for people with vision, hearing, speech, cognitive, or mobility impairments. More than 56 million Americans live with a disability. Ensuring that Read More
Each month, NRC Health surveys American consumers about their healthcare experiences and preferences. And every month, the data seems to point to the same conclusion: Consumers want healthcare organizations to stop acting like healthcare organizations. The NRC survey polls more than 500,000 Americans and 100-plus healthcare CEOs. It also includes more than 300 face-to-face interviews Read More
// By Melanie Graham // Each month, NRC Health surveys American consumers about their healthcare experiences and preferences. And every month, the data seems to point to the same conclusion: Consumers want healthcare organizations to stop acting like healthcare organizations. The NRC survey polls more than 500,000 Americans and 100-plus healthcare CEOs. It also includes Read More
Ask the Expert, with Shawn Gross, Vice President, Digital Transformation at ReviveHealth // By Jared Johnson // Digital transformation is more than improving internal operational efficiencies, creating a digital workplace, or doing more innovative advertising. It means offering real improvements in convenience, usefulness, ease, and other qualities people value. Here, Shawn Gross, vice president, digital Read More
Marketing teams frequently ask how to structure teams, develop leaders, and address consumers. In our new article by Jared Johnson, Chris Pace, senior director of digital marketing at Banner Health, shares his perspective on how to overcome these common challenges and win as a team. Here’s an excerpt: eHST: In general, where should healthcare marketers Read More
Ask the Expert, with Chris Pace, Senior Director of Digital Marketing, Banner Health // By Jared Johnson // Marketing teams frequently ask how to structure teams, develop leaders, and address consumers. Here, Chris Pace, senior director of digital marketing at Banner Health, shares his perspective on how to overcome these common challenges and win as Read More
Insights from popular survey reveal the real state of ROI reporting in healthcare digital marketing and what savvy leaders can do about it. // By Ben Dillon // A senior marketing leader at a large health system once told me that her ultimate career goal was to get finance to treat her department as a Read More
If you read any of the 2019 trends articles at the beginning of the year, chances are personalization was one of the “hot trends to watch.” But what exactly does personalization look like in a healthcare organization? If you ask 10 people, you’re likely to get 10 different answers. One thing is certain: It’s more Read More
// By Jane Weber Brubaker // If you read any of the 2019 trends articles at the beginning of the year, chances are personalization was one of the “hot trends to watch.” But what exactly does personalization look like in a healthcare organization? If you ask 10 people, you’re likely to get 10 different answers. Read More
Chatbots — a computer program or artificial intelligence (AI) that has text or voice conversations — are redefining customer service, especially in healthcare. A 2017 Juniper Research study found that healthcare providers that use chatbots can expect average time savings of just over four minutes per inquiry, with average cost savings in the range of Read More
Bozeman Health is a rural health system serving southwest Montana, with two hospitals, 20 clinics, and 150 providers. “Montana is an interesting puzzle when it comes to healthcare because we are about 90 percent of the size of California with about a million people,” says Joshua Francis, Bozeman Health’s webmaster and digital strategist. (California’s population Read More
Ask the Expert, with Simon Dermer, Managing Director, eSSENTIAL Accessibility // By Jared Johnson // Healthcare organizations that invest in their patients with disabilities reap significant rewards. They enjoy loyalty and high patient satisfaction from the largest minority group in the world. But doing so requires going beyond the minimum requirements for website accessibility. It Read More
Continuing Evolution of Healthcare AI Improves Consumer Experience // By Althea Fung // Chatbots — a computer program or artificial intelligence (AI) that has text or voice conversations — are redefining customer service, especially in healthcare. A 2017 Juniper Research study found that healthcare providers that use chatbots can expect average time savings of just Read More
Insight from the Bozeman Health Digital Team // By Jane Weber Brubaker // Bozeman Health is a rural health system serving southwest Montana, with two hospitals, 20 clinics, and 150 providers. “Montana is an interesting puzzle when it comes to healthcare because we are about 90 percent of the size of California with about a Read More
It’s been more than five years since Duke Health relaunched its consumer website (DukeHealth.org), but the redesign process is far from over. “We planned for our website to evolve into an engaging user experience as we learned more about our audience, who they are, and why they’re coming to our site,” says Debbe Geiger, director Read More
// By Melanie Graham // It’s been more than five years since Duke Health relaunched its consumer website (DukeHealth.org), but the redesign process is far from over. “We planned for our website to evolve into an engaging user experience as we learned more about our audience, who they are, and why they’re coming to our Read More
Digital experience isn’t just digital anymore. It’s not enough to build a great new website, or launch a mobile app. Your digital initiatives have to connect with and support the entire customer experience. That’s what consumers have grown to expect. It’s not good enough to optimize some parts of the customer journey for the 21st Read More
Ask the Expert, with Chris Riegger, COO, Modea // By Jane Weber Brubaker // Digital experience isn’t just digital anymore. It’s not enough to build a great new website, or launch a mobile app. Your digital initiatives have to connect with and support the entire customer experience. That’s what consumers have grown to expect. It’s Read More