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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

How to plan and deploy a social media program to strengthen relationships with your patients, employees and physicians: Lessons learned from a social media pilot program

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