GreyMatters 2016


Tips for Using Facebook Live

facebook-liveVideo has become an important part of digital marketing. First, YouTube burst on the scene, making videos easily accessible to everyone. Other players soon followed. Then, live-streaming video became popular, as Meerkat and Periscope became available, making live streaming video simple and inexpensive to produce – a real boon for marketers. Facebook has now jumped into the fray with Facebook Live and intends to overtake YouTube’s position.

Because of its popularity, live streaming video reaches more people than simple images, is more engaging than non-live content and allows for greater interaction. But just because live video streaming is easy and cheap does not mean you shouldn’t pay attention to some tips before you dive in to producing live videos.

  • Planning is key. Knowing your target audience and what you are trying to accomplish with your video will guide you in deciding details such as when to schedule your video broadcast and what the theme will be.
  • Decide what type of broadcast to stream. Examples include:
    • A physical live event
    • Breaking news
    • Interviews
    • Behind the scenes at your organization
    • Educational presentations such as tutorials or lectures
    • Q&A on a specific topic or your organization in general
  • Video hardware. While using the camera on a smartphone or tablet is the easiest option, it may not be the best option for your event, due to wobbling of the camera and limited audio range. Depending on your video strategy, it might be wise to invest in an external camera and microphone for better quality.
  • Rehearse ahead of time if possible. Simple things like testing lighting and audio can make the difference between a video success and a video fail. Make sure the camera is close enough to the action to make it personal. The person being filmed should make eye contact with the camera and speak directly to the audience.
  • After the live video event, there’s more you can do. Don’t go to all the effort of producing a live video event and let it be a “one-hit wonder.” You can repurpose the video in many ways:
    •  Use it for a Q&A piece or a tutorial by creating a white paper
    • Upload the video to YouTube or Vimeo
    • Be sure to embed the video on your organization’s website
    • If any partners were involved in producing the video, ask them to host the video on their websites
    • Have your affiliates and social media champions promote the video
    • Break the video up into smaller-sized chunks
    • Post it on social media

Is your organization using live streaming video? If so, what kind of results have you gotten?


Can Kiosks Help Improve Healthcare Delivery?

kioskIf you have shopped in a mall, taken a flight out of an airport, used an ATM, accessed a retail gift registry or pretty much anything else, you have encountered – and probably utilized – a kiosk of some type. While kiosks have become plentiful in the retail and other sectors since the ‘80s, healthcare has been rather slow to catch on.

Some of the more common types of kiosks seen in healthcare settings include:

  • Patient check-in
  • Telehealth visits, especially for large businesses who want to provide onsite healthcare services
  • Bill pay
  • Information/wayfinding
  • Vendor check-in
  • ED triage

In the healthcare setting, kiosks act to help manage costs, improve access to health care and improve productivity. For example, providing a telehealth kiosk in remote areas gives people options for having simple, non-emergent health concerns assessed without having to spend time and money traveling to an onsite provider. Miami-based Pharmabox provides kiosks that are fully-automated 24/7 retail stores stocked with over-the-counter medications, as well as sundries like suntan lotion, beverages and more. Another company has kiosks that dispense medical marijuana in a process that complies with regulatory requirements in states where that product is legal.

While it’s predicted that the use of kiosks will expand in developing countries to expand access to care via telehealth, their use in the US is expected to be more focused in retail and business locations.


Information or Innovation? Three CIOs Discuss Their Roles

cioMany C-suites have a CIO. Traditionally, that person has been the Chief Information Officer. However, some organizations have tweaked the title to “Chief Innovation Officer.” Is there really much of a difference between the two roles/titles? Three healthcare CIOs – two chief innovation officers and one chief information officer – recently discussed their roles and their thoughts on innovation at the Health 2.0 10th Annual Fall Conference in Santa Clara, CA.

The following are summaries of their remarks.

  • Rasu Shrestha, Chief Innovation Officer, University of Pittsburgh Medical Center. “Calling someone a chief innovation officer versus a chief information officer I think in many ways is redundant in today’s day and age. The evolving definition of the ‘I’ in CIO is emblematic of where we are as an industry. Innovation doesn’t belong in anyone’s silo. Innovation happens everywhere, and to have one person tasked with innovation is basically telling a lie across the institution.”

  • Darren Dworkin, Chief Information Officer at Cedars-Sinai Medical Center in Los Angeles. “I am the chief information officer, not the chief innovation officer, and in fact Cedars doesn’t have a chief innovation officer. I would say that innovation is part of what a lot of people do. There’s a type of innovation that many of my teams get involved with on the digital side, but that doesn’t encompass our [whole] definition of innovation.

    “We’re a big, complicated company, and big, complicated companies are going to need large, sophisticated, nuanced, complex, and, yes, expensive core systems. Healthcare isn’t really that different from other industries that are being reimagined by lots of new opportunities and lots of great apps and great digital ideas that can kind of sit around the edges and in some cases really redefine pieces of the core. … The analogy I’d offer is I flew here today on a plane that was built in the 80s, although it was a comfortable ride and it was refurbished on the inside. And the technology that was there, or at least the layer I saw as the customer, was completely different from what it was originally — the no-smoking sign had been replaced with a wifi on-off sign — but it really was the same core that was always there."

    An ill-fated attempt at creating a proprietary EHR at Cedars-Sinai in the ‘90s led the organization into venture capitalism. "[Faced] with the legacy on the left that we didn’t want to build anything and, believe it or not, the challenge on the right that there was nothing out there to buy, we had to figure out what early stage companies could we work with,” Dworkin said. “What we learned along the way that partnering with early stage companies forced us to more or less behave as a venture capitalist. So we thought, if we’re going to have to behave like a venture capitalist, why not actually become a venture capitalist?”

  • Peter Fleischut, Chief Innovation Officer at NewYork-Presbyterian Hospital. "I agree that innovation is needed to fit in with existing systems. The IT infrastructure that’s put in place is important because I think as we heard earlier, what a lot of companies struggle with are issues around scale and sustainability. With our digital health initiatives, there’s certain things we decided to leverage our existing infrastructure for because it allows us to go at a different pace. The other thing is that the acquisition rate that hospitals have right now introduces a lot of complexity, so you still have to strip some of that and get down to some core systems or you’re just building and building and building and it’s going make it unmanageable moving forward.”

What about the CIO at your organization? What kind of role has he/she assumed?


Using Technology to Improve Patient Experience & Satisfaction

watsonAs more and more healthcare organizations focus on patient experience and satisfaction, technology solutions are gaining traction as a means for improving experience. In Philadelphia, Thomas Jefferson University Hospitals has announced a partnership with IBM Watson that is anticipated to give patients more control over their environment and receive instant feedback to care-related questions.

By the end of 2016, the organization plans to have specialized speakers installed in 10 rooms in patient care areas where patients are less likely to be fully mobile, such as with joint replacements. These speakers will be connected to IBM Watson’s Internet of Things Platform, and will make it possible for patients in those rooms to get instant answers to their questions about their doctor and/or the facility. Patients will also be able to control certain facets of their room environment, such as lights, temperature, window blinds and TV/entertainment settings.

A future upgrade of this technology includes adding IBM’s Bluemix platform, which will enable other services to be utilized, such as health data analysis for diagnostic purposes. Other skills will be added as needed or available. 


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