Are they talking about me? What are they saying? Why would they say that!?
Sounds like a flashback to junior high, but you’re probably asking these same questions when you think about what your audience may be saying about your organization online.
Social media comments and posts have an impact on your organization. What one person posts in a review or on social media has the potential to influence dozens or hundreds of others. And, even more critically, the way you choose to respond is equally influential.
This isn’t a new problem, but it’s a continually growing challenge. It’s easy for a disgruntled patient to post a critical comment on Facebook or a negative review on Healthgrades. It’s also easy for that patient to copy and paste the comment on a handful of sites. For your team, it’s a time-consuming effort to find and respond to all of these posts.
But it’s worth the effort. Here’s why you should monitor and respond to online reviews and social media posts: