Auditing Social Media
171 views | +0 today
Follow
Auditing Social Media
Auditing social media - plus Governance, Assurance Mapping and related risk and control issues for Internal Auditors and Board Members.
Curated by Walter Adamson
Your new post is loading...
Your new post is loading...
Rescooped by Walter Adamson from Social Media and Healthcare
Scoop.it!

11 Tips for How Hospitals Can Use Social Media for Patient Education

11 Tips for How Hospitals Can Use Social Media for Patient Education | Auditing Social Media | Scoop.it

One of our first clients was a hospital. They wanted to find a way to keep their patients more engaged and better informed about their own health. Every family practice doctor had a similar story: patients would come in, mention an article they read in a paper like the New York Times, and ask if it was true.

Health education is one of the most effective ways to keep patients healthy, so the hospital saw an opportunity: what if the clinic could recommend important health news directly to patients via social media?

 

Would they read it? Would doctors participate? And would the hospital support them?

 

We were brought in to  develop a strategy and implement a social media health education program. In this blog post I’m going to explain the principles behind a social media health education strategy, how the strategy


works, and how to implement it successfully. These same principles apply to any large service organization that employs highly educated, highly independent professionals (law firms, accounting firms, consulting firms, etc). 


What Patients Want: Personal Relationships, Leveraging the News, Creating ROI


We learned some important principles about what patients want when it comes to health news. 


People want health tips from the doctors and nurses they know. Whether it’s a friend or family member or their own doctor or nurse, patients and their families trust them for health advice. “So I saw this on Dr. Oz…” are seven words every health professional has heard before. Patients are influential too. Patients also share news and health advice with their friends and family. Sharing news is just as good as creating new content. People are as likely to read health news from a major publisher as they are press releases or content created by their doctor’s hospital. Unless it’s important to create new content, you can save time and cost by sharing news articles. Email gets the most engagement, followed by Facebook, then Twitter. Patients were most likely to read posts shared via email, but sharing to Facebook was how to reach the most people. The best approach was to combine email + facebook sharing  

What Hospitals Need to Know: Doctors are Individuals, Risk Needs to be Managed, and Personal Profiles are Critical


In addition to the principles of what patients wanted, hospitals are large organizations with complex risk profiles. There are some critical considerations for how to make a social media health education program work for them: 

 

Communications teams need to be the quarterbacks: Communications teams are aware of the risks and need to be at the centre. They need to either train the doctors carefully about brand risks or they need to be involved in selecting content (more on how to do that shortly). Total control is not an option: Communications teams can’t control what doctors and employees share to their personal profiles without antagonizing them, so it’s important to make it easier for them to share approved content than to find their own content. Doctor and employee presences often drive more traffic than brand presences: Via personal presences on Facebook and Twitter accounts, many individuals have presences that have higher levels of engagement than brand presences (like the hospital’s official presence). It is especially true if you have any doctors who are frequently quoted by the media. Very large health organizations like Mayo Clinic are exceptions. Email is the most effective channel: The most effective way to engage employees and doctors to share hospital-approved content is by emailing them content they can retweet or like. Relying on them to navigate to the hospital’s approved Twitter account to find what they can retweet is significantly less effective and users won’t do it consistently. 


The Playbook: How These Principles Turn into a Strategy

Now that we’ve looked at the principles, here’s the best way to actually run a program that maximizes patient education and engagement while minimizing risk. 

Find all of your doctor’s and official hospital Twitter accounts. There are usually a few doctors or departments sharing hospital or health related news. These are great sources for health news to share. The communications team should select relevant health news. Working with the doctors to establish criteria, communications professionals should select appropriate news. Share it to Twitter and Facebook. Official presences should be managed by a communications professional to control brand risk. Email out your best Tweets and Facebook posts to your staff and patients. Your staff were probably working when you were tweeting, or maybe they just missed the update. So email them the most important health news so it’s easy for them to share to their own networks.Measure and Repeat. There are two important things to measure: which content is most popular and whose sharing is getting the most engagement. This will will help you identify which topics and sources are working best and who among your staff and patients have the most critical networks. Plus, sometimes it’s nice to thank people for sharing! 

So those are the lessons and that’s the strategy. Hospitals and health organizations can use social media as an effective health education channel by using a coordinated strategy that keeps their brands safe, their employees engaged, and their patients healthy. 


Via Plus91
Walter Adamson's insight:

Goo playbook

more...
Charlotte Serres's curator insight, September 18, 2013 3:06 PM

Hospitales y organizaciones de salud deben de usar redes sociales como medio efectivo de educación sanitaria para sus pacientes para mejorar su salud cuotidiada

Scooped by Walter Adamson
Scoop.it!

The Morning Risk Report: Fake Tweets and Corporate Reputation - Wall Street Journal (blog)

The Morning Risk Report: Fake Tweets and Corporate Reputation - Wall Street Journal (blog) | Auditing Social Media | Scoop.it
The Morning Risk Report: Fake Tweets and Corporate Reputation
Wall Street Journal (blog)
Not so long ago companies whose cyber-defenses had been breached were happy to keep it quiet.
more...
No comment yet.
Scooped by Walter Adamson
Scoop.it!

3 Ways Compliance Monitoring Differs From Marketing Social Media Monitoring

3 Ways Compliance Monitoring Differs From Marketing Social Media Monitoring | Auditing Social Media | Scoop.it
Walter Adamson's insight:

Since Australia Security Exchange (ASX) Guidance Note 8 on compliance monitoring for social media came into effect it has been a hot topic among lawyers, Company Secretaries and social media monitoring companies. Most recently Kevin Lewis of the ASX accused social media monitoring companies of  "over-complicating new monitoring guidelines in order to win business from companies unsure of their new responsibilities". So what is the confusion about and how does social media monitoring for compliance differ to social media monitoring for marketing?

more...
No comment yet.
Scooped by Walter Adamson
Scoop.it!

Social media unplugged – what’s your exposure? | Lexology

Social media unplugged – what’s your exposure? | Lexology | Auditing Social Media | Scoop.it
Social media is becomingly increasingly relevant as a valuable platform to connect with consumers, but despite this recognition, many Australian…
Walter Adamson's insight:

Interestingly, however, the Web Profits survey indicated that a huge 46% of the top 100 ASX companies were not using any form of social media at all, and only 25% of the top 100 ASX companies were using Facebook to engage with consumers.

more...
No comment yet.
Scooped by Walter Adamson
Scoop.it!

Public companies ignore social media at their peril

Public companies ignore social media at their peril | Auditing Social Media | Scoop.it
Walter Adamson's insight:

The new ASX continuous disclosure rules in relation to social media activity have resulted in warnings that listed companies "ignore social media at the peril". That was the byline on the ABC News "The Business" program yesterday where they interviewed our CEO Mike Green on the new rules.

Under its revised continuous disclosure regime, the ASX says listed companies should monitor those investor blogs, chat sites or other social media it's aware of that regularly comments about that listed entity.

more...
No comment yet.
Scooped by Walter Adamson
Scoop.it!

Risk and responsibility cannot be outsourced - Gulf Times

Risk and responsibility cannot be outsourced - Gulf Times | Auditing Social Media | Scoop.it
Gulf Times
Risk and responsibility cannot be outsourced
Gulf Times
Other retailers such as Australia's Big W are facing angry consumers on their Facebook page who demand to get assurances about the company's stance on wages and worker safety.
more...
No comment yet.
Rescooped by Walter Adamson from Business Transformation
Scoop.it!

Teens say they are in control of online privacy, image

Teens say they are in control of online privacy, image | Auditing Social Media | Scoop.it
Teens are posting more and more personal information on social media sites, but most also are taking formal and informal measures to protect their online privacy and reputations, a new survey finds.

Via Karl Wabst
Walter Adamson's insight:

Looks like they are not as spooked as the oldies, the usual pattern.

more...
Karl Wabst's curator insight, May 21, 2013 8:48 PM

Glad to see that "young people" are thinking about privacy more. Some of the strategies described may not offer the protections sought by those using them however.

 

Any time you post on a network you don't own, you trust someone who may not keep their word or change the rules. There are also connections between online and offline data that may surprise you.

 

Remember that Zuckerberg, Schmidt and several others running social networks publically declared that privacy is dead. It is doubtful that they have changed their minds, unless there is some way to make cash from it.

Rescooped by Walter Adamson from Social governance
Scoop.it!

Companies Go Slow on Social Media Disclosures - Wall Street Journal (blog)

Companies Go Slow on Social Media Disclosures - Wall Street Journal (blog) | Auditing Social Media | Scoop.it
Companies Go Slow on Social Media Disclosures Wall Street Journal (blog) The Securities and Exchange Commission updated its guidance earlier this month, to allow companies to use social media for material disclosures without violating Regulation...

Via Dionne Lew
Walter Adamson's insight:

Some companies are also delaying application of the new guidance at all, amid hopes that other companies will start testing social media strategies first.


Others, like  Penske Automotive Group , measurement company Nielsen Holdings N.V ., online games producer Zynga Inc. , and streaming video company Netflix Inc are ushing ahead.

more...
Walter Adamson's comment, May 8, 2013 7:03 PM
Some companies might use social media in the future to reach out directly to retail investors during proxy season, to broadcast key executive comments from investor presentation events, or establish dedicated investor relations accounts to separate investor content from consumer content, said Vinny Jindal, chief executive of investing social network Stockr.com.
Scooped by Walter Adamson
Scoop.it!

FFIEC Guidance and Customer Outreach - BankInfoSecurity.com

FFIEC Guidance and Customer Outreach - BankInfoSecurity.com | Auditing Social Media | Scoop.it
BankInfoSecurity.com FFIEC Guidance and Customer Outreach BankInfoSecurity.com New and proposed regulatory guidance for online fraud prevention and social media spurred Bank of the West to enhance customer outreach and improve fraud and risk...
more...
No comment yet.
Scooped by Walter Adamson
Scoop.it!

2013 State of the internal audit profession study

2013 State of the internal audit profession study | Auditing Social Media | Scoop.it
Our 9th annual State of the Internal Audit Profession Study indicates that internal audit needs to do more to improve its performance and show how they are contributing to the organization’s risk management.
more...
No comment yet.
Scooped by Walter Adamson
Scoop.it!

Law2sm Weekly Recap: Social Media and Law 4/15/13

Law2sm Weekly Recap: Social Media and Law 4/15/13 | Auditing Social Media | Scoop.it
This week's stories cover the past week and many issues including: banning social media via driving; Bitcoin & virtual currency legalities; social media vetting a minefield for HR managers; Lawser launches; High Museum ...
more...
No comment yet.
Scooped by Walter Adamson
Scoop.it!

Social-Media Analytics Offer New Insight on Risk

Social-Media Analytics Offer New Insight on Risk | Auditing Social Media | Scoop.it
Companies leveraging Big Data and next-generation analytics to drive operational decisions are ushering in a shift away from looking at risk and audit from a historical perspective.
Walter Adamson's insight:

I agree with the point of this article and it contains good advice as far as social media monitoring goes. Bear in mind however that monitoring is a lagging indicator, and is simply one element of a wider governance program necessary for social media.

 

The biggest challenge we see from the C-level and above is being able to answer in a concise way questions about brand and reputation risk arising from social media. Answering this question gives a leading indicator. But how do you make it concise enough for the Audit Committee?

 

We apply Assurance Maps and we believe these can stimulate the right level of understanding and discussion, for example see "Learn How to Manager your Brand and Reputation Risk" http://www.kinshipdigital.com/_blog/Blog/post/Learn_how_to_manage_your_brand_and_reputation_risk/#

 

There are few leading indicators, and that is why this approach is especially valuable.

more...
No comment yet.
Scooped by Walter Adamson
Scoop.it!

Learning to Manage Brand Reputation Risk - Assurance Mapping

Ask any gathering of PR & Comms folk if they'd like to go back to the simpler days of just the fax machine and you are sure to get a strong show of hands up. So
Walter Adamson's insight:

Social media puts PR folk, and Internal Audit, in a constant state of alert over corporate slip-ups spreading like wild-fire. Not only that but it is also a firehouse of incoming that has to be filtered triaged and workflowed - if they can keep track of it at all !! 

Put it all into perspective with assurance mapping 

Assurance mapping allows all stakeholders, but particularly executive management and the Board, to get an quick insight into risks and controls associated with a very specific scope of operational activities. It's quick because it's diagrammatic, and it provides insight because it facilitates constructive and detailed discussion.

more...
No comment yet.
Scooped by Walter Adamson
Scoop.it!

Reputation Risk Most Difficult To Manage - The Holmes Report

Reputation Risk Most Difficult To Manage - The Holmes Report | Auditing Social Media | Scoop.it
Reputation Risk Most Difficult To Manage
The Holmes Report
“Regular review and testing—including the incorporation of social media scenarios—will allow a faster response when disaster strikes.
Walter Adamson's insight:

Brand and reputation risk is often top of the Board's social media risk agenda.

more...
No comment yet.
Scooped by Walter Adamson
Scoop.it!

Announcement:Enhance your Organisation's Reputation Capability ...

Announcement:Enhance your Organisation's Reputation Capability ... | Auditing Social Media | Scoop.it
In a must-read article dated 10 May, “Reputation Risk Management – It's Time to Build Trust and Resilience at the Top” Daniel Diermeier writes in the Huffington Post that “successful reputation risk management is difficult.
more...
No comment yet.
Scooped by Walter Adamson
Scoop.it!

Social media: Love it or loathe it, the ASX says you can no longer ignore it

Social media: Love it or loathe it, the ASX says you can no longer ignore it | Auditing Social Media | Scoop.it
Whether you love it, loathe it or simply fail to get it, the Australian Stock Exchange says social media is something you can no longer ignore.
Walter Adamson's insight:

Dionne, a very timely article. Today the ASX accused "social media consultants of over-complicating new monitoring guidelines in order to win business from companies unsure of their new responsibilities". http://www.afr.com/p/technology/continuous_disclosure_obligations_wTUAwyoC9oUZP5CfTEgjVN

Quite frankly I think that is somewhat the pot calling the kettle black. For one thing there are numerous articles written by compliance lawyers which differ in their interpretations of GN8. For another Company Secretaries are perfectly capable of determining their own interpretations and are not going to be confused by social media monitoring firms.

We offer such services and have been promoting them in order to assist those Company Secretaries who wish to comply with GN8 AS THEY INTERPRET IT. To think that they would defer to our interpretation is simply silly, and would be arrogant in the extreme on our part.

What we do understand, very deeply, is the enterprise need and use cases for social media monitoring, and it is not as simple as it appears. It is not social media monitoring for marketing. As Chartered Secretaries Australia chief executive Tim Sheehy said, the person charged with monitoring social media for potential breaches of continuous disclosure rules should report directly to the chairman or company secretary. And that's only the beginning.


The implications are complex and if that was not what the ASX intended then that is an unfortunate consequence and is not the social media monitoring companies trying to pull the wool over their customers' eyes. In our case we are assisting customers and potential customers understand the governance, risk and control implications of GN8 as we see it, and they are perfectly capable of judging this on its merits.


Walter @adamson

more...
No comment yet.
Scooped by Walter Adamson
Scoop.it!

Personality Risk Trumps Structural Risk | Full Disclosure

Innovative thinking is creeping its way into governance, compliance and risk management (GRC) discussions. I say this because arguments supporting some long-held governance principles are crumbling.
Walter Adamson's insight:

Their point is that context matters as much as, if not more than, structure. Unfortunately, most of our GRC debates focus almost entirely on structure (rules and processes).

more...
No comment yet.
Scooped by Walter Adamson
Scoop.it!

Running the Risks of ASX GN8 Compliance

Running the Risks of ASX GN8 Compliance | Auditing Social Media | Scoop.it
Walter Adamson's insight:

ASIC Commissioner John Price warned delegates at the 2012 Chartered Secretaries Association Annual Conference, “any architect of a continuous disclosure compliance system needs to focus on…the importance of having adequate systems in place, especially in the age of social media”.

Our conclusion? That assessing the impact of social media and disclosure obligations needs careful consideration.  This means there is no better time to put one's social media house in order than now. Don't take the gamble.

more...
No comment yet.
Rescooped by Walter Adamson from Business Transformation
Scoop.it!

Ray Wang Surveys the Evolution of Social Business | MIT Sloan Management Review

Ray Wang Surveys the Evolution of Social Business | MIT Sloan Management Review | Auditing Social Media | Scoop.it
Ray Wang discusses how social business evolves, which uses are growing, and how social business is changing the future of work.

Via Karl Wabst
more...
Karl Wabst's curator insight, May 24, 2013 5:39 PM

Ray discusses the business case for adoption and evolution of social business without the usual dependence on the technology tools. This is how it should be. The technology enables the strategies and people.

Rescooped by Walter Adamson from Social governance
Scoop.it!

SEC Use of Social Media Regulation FD | Riveles Law Group

SEC Provides Guidelines for Use of Social Media in Compliance with Regulation Fair Disclosure. In the age of Facebook, Twitter and LinkedIn, companies and their executives are increasingly using social media to interact with customers, ...

Via Dionne Lew
Walter Adamson's insight:

While every case must be evaluated on its own facts, the Report explains that the disclosure of material nonpublic information on a company officer’s personal social media page, without advance notice to investors that such channel will be used for the distribution, is unlikely to comply with Reg. FD, since personal media pages are not normal channels for distribution of company information. The Report emphasized that in order to comply a company must provide advance notice of its intent to use of a social media channel to disclose material information.

more...
No comment yet.
Rescooped by Walter Adamson from Social governance
Scoop.it!

SEC Gives Nod To Use Of Social Media Under Regulation FD—If Done Correctly - Corporate/Commercial Law - United States

SEC Gives Nod To Use Of Social Media Under Regulation FD—If Done Correctly - Corporate/Commercial Law - United States | Auditing Social Media | Scoop.it
1 May 2013 - United States - Corporate/Commercial Law - SEC Gives Nod To Use Of Social Media Under Regulation FD—If Done Correctly - WilmerHale - On April 2, 2013, the Securities and Exchange Commission (SEC) issued a Report of Investigation.

Via Dionne Lew
Walter Adamson's insight:

The SEC has confirmed that social media can be used to disseminate material information, in contrast the to Australian ASX which has just issued  Guidance Note 8 which says that social media cannot be used as the primary source of disclosure. I think things will swing the SECs way, after the ASX gets over the local conservatism.

more...
No comment yet.
Rescooped by Walter Adamson from Predictive Analysis
Scoop.it!

Businesses Take a Cautious Approach to Disclosures Using Social Media

Businesses Take a Cautious Approach to Disclosures Using Social Media | Auditing Social Media | Scoop.it
This earnings season, some prominent companies are taking advantage of the S.E.C.’s new rules that allow the use of social media to disclose financial information, though others are proceeding slowly.

Via Karl Wabst, Walter Adamson
Walter Adamson's insight:

In Austalia the ASX also requires social media monitoring and has issued a recent Compliance Note in this respect, which I analyse here http://www.kinshipdigital.com/asx-social-media-risk-continuous-disclosure#

more...
Karl Wabst's curator insight, April 28, 2013 4:56 PM

After the SEC ruling, corporations slowly began using social media as a venue for reporting material data and information.

 

Social media got its wish, after fighting for recognition as a mainstream medium. Are the players ready? Threats are both internal and external, so change in how social is managed have to address both.

 

 Internally, processes that assure security and accountability for corporate reporting should be audited. Staff may require training on SEC rules in addition to how to write and use the interfaces. Will the stature of, for example, community managers rise as their domains are seen as doing something more than just keeping the firm’s Facebook page updated?

 

Will the new function cause social media sites to step up their game? Externally, Sites like Twitter, which only provide the most meager security around user authentication, may quickly appear anemic.

 

What happens after a breach? How does the SEC guidance evolve to meet corporate and investor questions? I have heard some investors grumbling that requiring them to log onto social media sites to look for information is a threat to their privacy because of the user monitoring that goes along with membership.

Walter Adamson's curator insight, April 28, 2013 10:04 PM

In Austalia the ASX also requires social media monitoring and has issued a recent Compliance Note in this respect, which I analyse here http://www.kinshipdigital.com/asx-social-media-risk-continuous-disclosure#

Walter Adamson's comment, April 28, 2013 10:07 PM
Sorry, this is misclassified, I reScooped it to "Auditing Social Media".
Scooped by Walter Adamson
Scoop.it!

How to Use Social Media for Regulation FD Compliance — The ...

How to Use Social Media for Regulation FD Compliance - The Harvard Law School Forum on Corporate Governance and Financial Regulation - A law and economics blog from the Harvard Law School Program on Corporate ...
more...
No comment yet.
Scooped by Walter Adamson
Scoop.it!

KPMG's Inside Trader: What The Auditor, and Skechers, Don't Want To Talk About - Forbes

KPMG's Inside Trader: What The Auditor, and Skechers, Don't Want To Talk About - Forbes | Auditing Social Media | Scoop.it
KPMG's Inside Trader: What The Auditor, and Skechers, Don't Want To Talk About Forbes The most likely reason for the unrelenting media attention on KPMG and Scott London is London passed on info about Herbalife, an audit client under intense media...
more...
No comment yet.
Scooped by Walter Adamson
Scoop.it!

How social media enables brand resilience

How social media enables brand resilience | Auditing Social Media | Scoop.it
Walter Adamson's insight:

Social media can play a crucial role in brand resilience. To know how we need to set up a model of brand resilience. If you think of "customer experience strategy" then you think of a coherent blend of brand positioning, marketing, customer experience and employee experience. These also all reflect on brand resilience, but brand resilience is more because it it effected by non-customer actions e.g. blunders by company's social media or PR people.

more...
No comment yet.