Notes from presentation at ALI conference
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Service Excellence & culture
- Service Included by Phoebe Damrosch, waitress at Thomas Keller’s Per Se and French Laundry http://ow.ly/sRG0
- The Experience Economy by Pine and Gilmore http://ow.ly/sRGn
- Cluetrain Manifesto http://www.cluetrain.com
Content Examples
- Wellmont’s H1N1 video – http://ow.ly/sRIj
- Mr Rogers approach – http://ow.ly/sRN5
Policies and metrics
- Metric Dashboard – http://ow.ly/sRGQ
- Sample Social Media proposal w/ ROI – http://ow.ly/sRNp
- Ed Bennett’s list of social media policies - http://ebennett.org/hsmp/
- NearbyTweets – try searching hospital and your zip code
From Lunch
- #HCSM Sunday night twitter chat
- TweetChat tool for following twitter chats
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