Aug21

Helping Clients Navigate Compliant Communications for FDA-regulated Products

Helping Clients Navigate Compliant Communications for FDA-regulated Products IMAGE_EDVANITY URLS: Google Paid Search Engine Marketing (SEM) Changes
• Redirecting ad changes effective January 12, 2016
• Prohibiting ads where vanity URLs are utilized and dramatically different from the destination URL

Google has announced significant changes in their paid search engine advertising policies with regard to pharmaceutical products. The change that we are addressing here deals with vanity URLs, and their respective redirecting ads, that will take place in January 2016. The bottom line is that Google will no longer allow vanity URLs in an effort to provide consumers with more “clarity and transparency.”

Google has a long-standing policy prohibiting any ads where the destination URL differs dramatically from the display URL. Please note, this prohibition is not exclusively for pharmaceutical products—it has been Google’s practice across the board. Up until now, the pharmaceutical industry had been the exception to the rule. The reason for the exception was because in many cases, information seekers will not know the name of a drug, but will understand and know the symptoms/disease state information.

FDA background information
Previously, the FDA never objected to marketers utilizing vanity URLs and/or redirecting ads. These URLs/ads typically do not directly promote the name of a prescription product. Instead they lend themselves more to a disease state or descriptive nature, and then redirect users to another location or URL where they will see branded information specific to the prescription drug and/or disease state. Vanity URLs/redirecting ads are not exclusive to online SEM use, and are also used in print ads, television commercials, billboards, postcards, and more.
In March 2009, the FDA sent out 14 violation letters regarding search engine marketing practices of 48 brands. Thirteen of those violations referred to SEM ads running on Google. The FDA noted four types of violations in 2009:

  1. Omission of risk information, failure to meet requirements of 21 CRF 202.1(e)(5)(ii)
  2. Inadequate communication of indication
  3. Overstatement of efficacy
  4. Failure to use the required established name

Google’s reaction—what exactly is Google implementing?
Beginning in January 2016, Google will not permit pharmaceutical advertisers to have vanity URLs (such as “TreatmentforConditionX.com”) that redirect users to a BrandName.com website.

Pharmaceutical marketers will have the following options for vanity URLs:
Option 1

ConditionSymptomsGoogle-01

Sample ad showing company name as URL

Option 2
They can add “.com” to the company name.

ConditionSymptomsGoogle-02

Sample ad showing company name plus .com as URL

Option 3a (for prescription drugs, biologics, and vaccines)
They can display the phrase “Prescription treatment website” as the display URL.

ConditionSymptomsGoogle-03

Sample ad showing prescription treatment display URL

Option 3b (for medical devices)
They can display the phrase “Prescription device website” as the display URL.

ConditionSymptomsGoogle-04

Sample ad showing device display URL

All of these ads will be able to drive to pages on the brand.com or brandhcp.com website.

At the present time, this change has been instituted by Google only, and doesn’t lend itself to print, television, or other advertising mediums.

What does this mean for our clients?
Review and reassessment of live and proposed Google SEM campaigns where clients utilize vanity URLs need to be completed as soon as possible. New campaigns need to take these new rules into consideration during the tactical planning phase. Funds can be shifted to Yahoo and Bing, however there is the possibility that they may also follow suit.

Google has indicated a willingness to work with pharmaceutical clients to minimize potential negative impact to paid search campaign performance. Testing of the new formats will determine which type of units work best with various campaigns.

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Also posted in advertising, Analytics, Apps, Brand Awareness, Branding, Clients, Content Strategy, Design, Digital, Digital Advertising, Health & Wellness, Healthcare Communications, Patient Communications, SEO, Statistics, Strategy, Technology, Uncategorized | Tagged | Leave a comment
Aug5

Immunotherapy: Has the Answer to Cancer Been Inside Us All Along?

Immunology Blog Image EDThis year over 1.6 million Americans will be diagnosed with cancer and nearly 600,000 people will die from the disease. That’s over 1600 people each day. The need for innovative therapeutic approaches to treat cancer has never been higher. To help fight the tumor, oncologists are literally looking within at new immunotherapeutic approaches aimed at unleashing the body’s own natural defenses.

The idea of immunotherapy isn’t a new one. Since the first studies of antibodies began in 1891, researchers have continued to investigate the potential of the immune system. But the idea held little more than promise.

But all that has changed.

Numerous breakthrough advancements in immunotherapy, with unprecedented results, have propelled the entire class forward. At this year’s Annual Meeting of the American Society of Oncology (ASCO), immunotherapy took front and center. Thousands upon thousands of oncologists crammed the educational sessions for just a glimpse of some of the new data being presented, CNN ran headline news stories from the congress, and even patients are aware and asking their physicians about the new therapies being researched.

Across the board, the pharmaceutical industry has started to mobilize behind the potential of immunotherapy unlike anything else seen before. Most of the major pharmaceutical companies already have one or more new drug candidates in development—and if they don’t, they are aggressively exploring opportunities to catch up.

Over 800 Clinical Trials With Immunotherapy Products
At present there are 844 ongoing or completed clinical trials with immunotherapy drugs across a wide range of tumor types. These trials include some of the most challenging cancers associated with the worst prognoses, like lung, stomach, brain, and melanoma. And new trials with new products and new regimens are added almost daily.

$35 Billion in Projected Sales
Analysts believe that annual sales for immunotherapy products in oncology will reach $35 billion a year.

60% of Cancers Will be Treated With Immunotherapy

Researchers believe that immunotherapy may become the dominant form of treatment in oncology, with nearly two out of every three cancer patients receiving some form of immuno-based therapy within the next decade.

While these numbers are staggering, the greatest benefit may be for the patients diagnosed with cancer. The early results from the emerging next-generation immunotherapy agents have rightfully captured the hopes of both patients and oncologists. With continued research and a little luck, these treatments may provide more than a treatment for a cancer, they may offer a cure.

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Also posted in clinical trials, Health & Wellness, Healthcare Communications, Medical Education, Medicine, Pharmaceutical, Strategy | Tagged , | 1 Response
Jul15

Illuminate the Customer Journey With Data and Analytics

Journey Blog Image_EDSmart integration of data can now help identify and predict customer location and movement along the customer journey continuum. Mapping the customer journey is a vital planning tool.

Mapping out customer journeys is a well-established phase of communications planning. At Ogilvy, this represents the third step in the well-regarded planning platform: FUSION. The customer journey identifies the different phases customers migrate through toward a desired behavioral change destination. The journey phase will differ in each planning effort as the preferred consumer action and marketing objective are all project specific.

Improved understanding of the different stages customers should pass through en route to the ultimate desired location helps planners marshal the right channels, messages, and content to aid the customers along their journey.

The construct around the journey-based plan addresses key questions such as:

• What is our ideal behavioral perception for audiences in a specific stage?
• What are the perceptual challenges that may hinder getting our audience to think in a particular way?
• What are the positive levers that can enhance the likelihood of our audience to respond in a desired manner?
• How do we then move our consumers to the journey’s next phase?
• What channels do we deploy, and at what times, to get our key messages across our audience?

When these are well identified, the output helps make the ubiquitous, overused, but still aspirational goal of “right message, right channel, at the right time, to the right audience,” a possibility.

The customer journey can be complex: recent studies such as McKinsey’s The Consumer Decision Journey have shown that the customer journey has grown more complex. As I have alluded to in my previous article, The Marketing Funnel is Not Dead: A Website Analogy, customers may take several complex detours, but they still have to pass through well-defined phases to proceed with their conversion. The typical phases of this journey start with brand or message awareness and proceed to stimulating interest, trial, usage, commitment, and advocacy. Customers may get caught up in a phase, or proceed rapidly through phases, or even recede at times. However, you generally need to be aware of a product before you can consider using it.

The journey currently produces robust and well laid-out plans to engage and usher consumers on the behavioral change voyage. The next step is to map real customers to each phase and deliver plans against these customers to improve the journey. Before consumer-mapping knowledge, marketers have applied satisfactory approaches including contextual marketing, which aligns messages to media content as a proxy for consumer awareness and the journey phase. Sequential messaging is another approach without mapping knowledge. This approach starts with early-phase messaging and shifts to later-stage messaging based on average phrase duration. Lastly, one could always deliver broad messages, with the hope and expectation that the audience will self-select, and engage with the messages most applicable to their journey. However, the utilization of consumer-mapping information and understanding which individuals are in each phase are preferred.

The availability of customer-level data and the ease of pooling previously unconnected data are making customer mapping a reality. Now we can identify when a customer traverses a specific phase of the journey so that we can execute the well laid-out communication plan against these customers. Data can now help us to answer questions such as who are these customers. What is the likelihood that they will try the product? How quickly will they progress along the journey? How likely are they to become a highly valuable customer? Once the customer journey has been identified, planners and analysts can identify the attributes and traceable behavioral markers that correspond to each phase. Analysts then pool together vast available customer-level data, create new variables as needed, recommend new proxy measures, and categorize customers into their corresponding phase. This is the essence of marketing smart: integrating consumer mapping (segmentation) and targeting with planning from the start.

We recently categorized healthcare professionals (HCPs) into key journey phases using combined data including scripting volume (current value), category share (opportunity), and trajectory of prescription change over time (momentum), as well as other behavioral and attitudinal markers (attributes). We identified “the trialists” as customers who have a low volume of recent activities, or have remained static in their usage patterns. “Adopters” are users on an upward momentum who overindex on usage, while “the passionate advocates” have a large volume of usage and are still increasing their volume. The passionate advocates typically index well in terms of the category’s brand share. Since we can put a face to every target HCP within the customer journey’s important stages, allows us to map the communication plan, as well as behavioral change targets, to specific customers.

A journey infused with data makes evaluating and optimizing marketing effectiveness easier. Goals and targets should be set with behavioral outcome objectives for each customer segment, which makes tracking, assessment, and adjustment more feasible. When customers traverse into the journey’s next phase, the speed and momentum can be quantified, and the effect of channels and messages can be realized. A/B testing experiments are also beneficial to identify and amplify drivers (eg, tactics, content, execution) that have proven effective in engaging and moving customers into the next phase.

In conclusion, data, and the attendant analysis, can enhance our understanding of audiences along the customer journey, thereby enhancing more relevant communication, engagement, and desired responses from our customers. Marketers who put the customer-mapping capability to better use will reap the results of increased customer velocity along the journey, better customer experience with the brand, and higher value per customer.

1 http://www.mckinsey.com/insights/marketing_sales/the_consumer_decision_journey
2 https://digitaliy.wordpress.com/2011/10/15/the-marketing-funnel-is-not-dead-a-website-analogy/

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Feb12

So What’s Your EHR Strategy?

EMR Blog Image2As pharmaceutical marketers, we no longer live in a world of traditional marketing where we can cast a wide net and hope we’re engaging with the right customers. We need to move communications to where our physicians are. Additionally, pharmaceutical companies have shifted away from traditional face-to-face tactics to more digital interactions, spending 25% of their marketing budgets on websites and online media.

“Unlike traditional forms of advertising, digital technologies enable tailoring of advertisements to individual physicians on the basis of data from clinical encounters,” according to Christopher Manz, MD, and David Grande, MD, MPA, from Penn Medicine, who recently gave a point of view on electronic health records (EHRs) in The New England Journal of Medicine.

Digital marketing provides us with tools to communicate more effectively with our customer through more individualized and personalized engagements, ensuring that the correct message is being delivered at the appropriate time. With new tools coming out weekly, it is easy to get caught up in the hype. Choosing a tactic simply because it’s the “newest” or “coolest” option will not guarantee success. Without the right strategy, we are just wasting time and resources. A strong digital marketing strategy is essential for communicating with our customers and staying ahead of our competition. The key is understanding our customers as well as a brand’s overall strategic and marketing objectives and then selecting the appropriate digital channel(s) that will help reach our target audience and goals.

As brands fight for share of voice in an overcrowded digital space, it’s time for companies to stop looking at the traditional online engagements as the cornerstone of HCP engagement and focus more on targeted engagements within electronic medical records (EMRs). According to market leaders, EMRs will become the dominant communications stream for physicians, and pharma has been slow to engage in the EMR format.

There has been tremendous growth of the EMR marketplace over the last few years. According to the latest government statistics, 72% of office-based physicians are using an EMR or EHR system, up from 48% in 2009, driven by meaningful use, which provided incentive payments for physicians and hospitals to implement them. EMR is now the center of physician workflow, and its data offers valuable insights into practice management and the physician-patient dynamic. This data can be leveraged to better serve patients and physicians by providing the tools that they need, such as patient education or reimbursement support. To that end, aligning with the right EMR solution should increase HCP engagement. What is encouraging, according to Manhattan Research’s latest Taking the Pulse survey, is that 71% of physicians are interested in interacting with pharmaceutical companies in this way, so we as pharmaceutical marketers need to capitalize on this channel in a strategic way that brings value to both providers and patients.

Integrating With the HCP Workflow

So how can we leverage the use of EMRs to benefit healthcare providers, patients and payers? With the demands placed on them today, physicians have less time for each patient, pharmaceutical reps, and for searching for information between appointments. Marketing to HCPs through EMRs will better integrate with a physician’s daily workflow and shift the mindset from disruptive marketing to a partnership. Physicians use EMRs for their tools, and the more information physicians are getting through these systems, the more opportunity for marketers to provide value. Leveraging EMRs to deliver meaningful assets to physicians when they are with patients represents a prime opportunity to change the behavior of our physicians.

There are several ways to reach physicians through EMRs. One obvious component is providing information about a brand at the point-of-prescribing that is of high clinical value to physicians. Additionally, according to Taking the Pulse, at least 40% of HCPs say patient education, samples, vouchers, patient financial support and product information are features they are most interested in seeing in EMRs. Other examples include formulary data and safety updates. EMRs can also be used for direct marketing to physicians through banner ads, industry-sponsored clinical resources and emerging solutions.

Marketing to HCPs through EMRs is not without its obstacles. There are approximately 600 EMR system vendors with only a handful offering partnerships with pharma companies. Therefore using EMRs is not a one-size-fits-all approach to marketing, and it might be required to customize materials for each platform. There are also concerns about privacy, interruption of the HCP process by forcing information during a clinical decision, and the intricacies of integration with EMRs. These all need to be considered when determining if and how an EMR plan and roll-out is right for your brand.

Looking to the Future

EMRs represent an opportunity for marketers to communicate to physician throughout a product life cycle—from clinical trial recruitment to workflow “interventions.” The opportunity for marketers in EMRs is here, and physicians want pharma involvement. But it’s imperative that a brand has a clear EMR strategy to capitalize on this channel opportunity and ensure we are providing a fully integrated communications plan.

 

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Oct14

Learning From a Physician First Hand

Kareem Blog ImageMy name is Kareem Royes and I just completed my first year in medical school. I’ve had the opportunity to return to OCHWW Planning this past summer. Over the past year, I have worked very closely with different physicians in the hospital setting, which has allowed me to gather some new insights that I am happy to share about one of OCHWW’s biggest customers, the healthcare professional (HCP). These insights can drive tactics that will not only improve our customers’ experience, but also maximize our clients’ ROI.

Insight 1: Physicians have an inherent distrust of sale reps

One key insight medical planners and marketers frequently do not consider is that physicians have distrust for the information provided to them by drug sales reps. HCPs do not think sales reps have the medical education and years of clinical practice to tell them how to use a drug. Physicians almost unanimously prefer to obtain information from other physicians who are experts and researchers in the therapeutic area of interest. As such, there is a tremendous opportunity to improve our clients’ penetration into these practices by leveraging more physician experts, also known as “thought leaders” or “key opinion leaders,” to provide detail through webinars to physicians who are not open to speaking with sales reps.

Insight 2: The whole is more important than the individual part

We are currently in the era of using apps to enhance our day-to-day experience and interactions. This is no different for HCPs, most of whom also use smart devices. In tactical planning, we often pitch ideas around creating apps that educate physicians about a drug, or a disease, or help them follow up with care for a patient with only one disease. The flip side to this is that on average, each physician will have 2,000 patients in his or her practice and will treat over a 100 diseases. Therefore, our challenge is to convince physicians that using an app that is niched to provide care for only one disease or patient will add value to their experience. Again there is a tremendous opportunity for agencies to work with their clients to create apps that provide a more holistic experience for the physician. Physicians are more likely to engage and frequently use an app if it will cover multiple therapeutic areas and drugs, or can accommodate a significant portion of the patients in their practice.

Insights 3: Always vow to do no harm

The healthcare industry is currently transitioning to the use of electronic medical records (EMRs). The ultimate goal is to increase proper recordkeeping, increase the efficiency of the healthcare system, and facilitate physicians’ communicating better within different specialties when caring for patients. One of the frequent asks we get from our clients is, how can we penetrate EMRs to keep our products top of mind for physicians? Well there is no simple answer to this question. The technology is relatively new but it has a lot of potential to keep our clients’ brands top of mind. Opportunities exist to provide “pop-up” alerts about a drug when certain information is entered into the EMR. This can certainly help keep our clients’ drugs top of mind when a physician is filling out a patient’s chart. However, because physicians sometimes consider EMRs to be burdensome to their practice, agencies’ penetration into this space should be seamless, without adding any burden to physician practices.

Recently I was able to integrate these findings into the brand plan for a drug in the oncology space. Our client tasked us with developing three big ideas that would drive their business, considering a strong competitive landscape with increases in the barriers to accessing physicians. To address this, we proposed:

  1. Physician expert videos that could be leveraged on the drug website and on a YouTube channel where physicians could learn from experts about the drug. This allows physicians to hear from experts on their own time without adding significant burden to their workday.
  2. Leveraging EMR alerts to inform drug sales rep when a doctor has a new patient. This allows reps to detail physicians about drugs when it is immediately relevant in practices that are amenable to rep visits.
  3. And finally, to help differentiate the drug from its competitor, we proposed an unbranded platform which leverages the use of an app to provide all the relevant information about treating the cancer and all the drugs available for this cancer. This provides a more robust app that physicians are more likely to engage with and use repeatedly.

Overall our ideas were well received, and we are currently in the processing of fine-tuning the ideas to determine feasibility for next year. Stay tuned!

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May20

Bringing Sexy Back…to Science

disease managementThank God for The Big Bang Theory. They’ve made it cool to be a nerd again.

While traditional brand attributes (efficacy, safety, dosing, etc) will always be of key importance, the last few years have seen a renaissance of scientific enlightenment as physicians across disciplines take a closer look at not only how well a drug works, but why it works.

With the advent of new targeted agents in oncology and virology, mechanism of action quickly went from a dirty little secret buried in the PI to front page news. There are now numerous products that have built their entire value proposition on mechanism of action.

In oncology in particular, where clinical improvement between new and old drugs is often measured in teaspoons, the science behind the brand can often stand as a key differentiator. Avastin—one of the most successful drugs in oncology—created a simple scientific rationale for its use: stop cancer cells from creating new blood vessels and “starve the tumor.” With three simple words they took a complex process of tumor growth and development and created a unique opportunity in oncology that they have effectively owned since its launch in 2004.

Science Sells

The ongoing race toward “scientific innovation” is redefining how we market specialty brands.

  • Have a good pick-up line: In specialty marketing an entirely new nomenclature has spawned, significantly impacting our ability to change physicians’ perceptions of our brand. Simple terms to describe the science have now become synonymous with clinical attributes we could otherwise never say in a branded way. “Targeted” or “selective” now means safe and well-tolerated, “multi-functional” equals efficacious. Understanding how one simple word can affect how physicians view your brand is now key, requiring comprehensive research and knowledge of the market.
  • Be yourself and if that doesn’t work be someone better: No longer content to be classified under traditional terms, products have been using science to create entire “new” drug classes. Avastin rebranded themselves from a VEGF inhibitor to an “anti-angiogenic,” and DDP-4 was redefined as an “incretin degradation inhibitor” in type 2 diabetes.
  • Dress to impress: Where once MOA materials were simply required to be informative, now visually dynamic and digitally distinct tactical initiatives have quickly become a cost of entry for products seeking to separate themselves from the competition.

And while I can say with absolute certainty that an in-depth knowledge of molecular drivers of cancer will not help you talk to girls at parties, understanding the science behind the brands and their competitors is now crucial to opening up new doors for creative exploration, messaging and differentiation in specialty marketing.

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Also posted in behavior change, Content Strategy, copywriting, Creativity, Data, Efficacy, Healthcare Communications, Learning, Marketing, Medicine, Pharmaceutical, positioning, Science, Strategy | Tagged , , , , , | 1 Response
Mar27

What the WWE Taught Me About Persona Development

I grew up watching WWF (now WWE) wrestling. Every Saturday morning I would rush through my morning breakfast with excitement to see all of my larger-than-life heroes. The sights of Hulk Hogan, “Macho Man” Randy Savage, The Ultimate Warrior, and Ricky “The Dragon” Steamboat enthralled me to a point where I was lost in appearance and personality.

Years later the characters are still there—I’m still a fan, and the audience of young kids appears to be stronger than ever. But how did the WWE keep me interested for the last 20 years? I take this thought and apply it to one of my everyday on-the-job questions: why do our targets—doctors—stop engaging with us after years of product loyalty, and what can we do about it?

With the WWE, it started with there being a 1-900 number that I called. I was overly excited as a kid to dial that number and think that Hulk Hogan was actually talking to me. The data/marketing method of the 1-900 number was very simple: associate numeric to selections on your phone to what you prefer and continue marketing to the contact in the way they want to be marketed to.

For example:  the 1-900 number asked me my age group, I choose #1 for 10-15 years old (type of message to give me); for favorite wrestler, I choose #3 for Hulk Hogan (message specific to my needs); and for the key question—if I would allow them to follow up with me via phone with updates—I choose #1 for yes (continued CRM communication).

Just like that, the 1-900 number captured all my information and knew exactly how to speak to me. To the present day, the WWE still sends me information. The below text is a screen shot of my present day phone and is proof that they remember me and my likes. This was a text sent to me just this past Sunday:

AngeloCampano_WWE
They still know I like the Hulk and they know what appeals to the 30-something me.

Clearly they created a digital persona of me and through all the years of technology used what they learned from me 20 years ago to keep my interests (especially the Hulkster).

The hypothesis that is commonly thought of is that we tend to try looking at our targets in the same way, capture what they like and what they know. We as pharma marketers spend a lot of time chasing the doctor when the doctor doesn’t respond to messages we give him or her.

Looking at a standard CRM program (delivered through multi-channel), those who spend some time targeting the office staff for the first communication have 52% more success reaching the doctor in the second and third communication than those who don’t. Much like the WWE did, we need to take the time to understand our audience, who is REALLY making us money, and how.

As marketing continues to evolve, so do the exercises marketers have been doing for decades. Persona development is not exempt from this trend. Traditional persona development is still a powerful tool for marketers to use. However, targeting these personas with traditional means will prove less and less effective and profitable over time. In order to create and leverage digital persona profiles, marketers must rely on technology to both capture Big Data and use it effectively. The goal of which is to get as close to one-to-one marketing as possible by delivering the right content to the correct person at the best time with the channel they prefer.

As a result, tracking and understanding a person’s digital qualities, digital movement, click data, sales funnel and preferences are important considerations for effectively identifying and building outlying digital personas. The WWE was way ahead of its time for this process.

Marketers who can best leverage digital persona development, content personalization, context marketing and Big Data will be best suited to thrive in the near future. The newer the generation, the greater the expectation is for one-on-one marketing. We can all learn a thing or two from the WWE; their model works and isn’t hard to duplicate (we have already come close to mastering it).

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Mar25

SXSW 2014: True Potential of Social Media in Healthcare Is Still Ahead of Us

sxsw logoOver a single-week period, SXSW Interactive hosts hundreds of presentations and panels. What was interesting to note this year, compared to the last few, is that a large percentage of healthcare discussions were now hosted on the stages of the two main convention centers, alongside all major celebrity keynotes.

Among many trends and ideas that were discussed, two concepts mentioned at the “What Happens When Tech and Healthcare Meet” panel were quite memorable. Although these are just mere single examples, each testified to a number of current trends in healthcare.

Concept: DermLink—a social network-based platform that allows patients to digitally share skin conditions with dermatologists and receive real-time responses.

Why this is important: This is especially relevant to those outside major metropolitan areas, where a wait to see the local dermatologist can exceed a few weeks. We’ve all heard success stories of doctors tapping into a broad pool of peers via Twitter and Facebook. But this platform is among the first controlled, social, care-specific environments that could potentially redefine the approach and expectations for doctor-patient interaction.

Bottom line: Regardless of the success of this platform, the mere fact that this platform is gaining momentum is an indicator that the true potential of social media in healthcare is still ahead of us.

Concept: Covered—a platform that helps applicants select the most appropriate health insurance by posing a series of qualifying questions in a standard, conversational language.

Why this is important: Although standard applications have been around for quite some time, we’re starting to see a shift in the way even insurance companies need to structure their communications. Over the past decade, we’ve witnessed a similar shift in practically every single aspect of marketing communication etiquette due to social media. A simple, well-timed response to a tweet can gain greater consumer loyalty than a multimillion-dollar Super Bowl ad.

Bottom line: Consumers no longer want to be talked at. They want to be spoken with. This is no longer breaking news…rather, a well-known fact. But at last it is finally beginning to change the insurance companies’ tone of interaction with potential applicants.

SXSW Series:

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Mar20

The Best of SXSW 2014

sxsw logoI could give you a top 10 list or a top 5 list of what was best at SXSW. That would be great if I were trying to convince you of why attending SXSW is an amazing learning experience. However, what I’d like to provide is the best single thing I learned, and get into some actionable details.

So, I was ready to get into what seemed to be a great talk. I was on line waiting, about a dozen people away from the door, when I heard, “Sorry, this session is full.” So with that news I went next door and found a talk titled, “Let’s Get Physical—Design + Embodied Cognition,” by Michael Hendrix, Partner and Creative Director at IDEO. By chance, I’d just found what was to me the best talk of SXSW.

Embodied cognition is the theory that the human mind is largely determined by the form of the human body. To simplify, the mind is experiencing the world through all our senses. The more senses that are stimulated, the more powerful the experience.

The really interesting part of this is that our minds cannot really differentiate a real experience from an imagined one. For example, when we go to the movies and experience an action-packed film, we are experiencing intense visual and aural senses. Our reaction to this fabricated experience is that we may be sitting forward in our seat, our heart rate may increase and the palms of our hands may even sweat. Our minds are telling our bodies to react to the imaginary experience as though it’s real. This is powerful stuff. The more senses we engage in an experience, the more our minds take that experience in and make it memorable.

Brands are already using this principle to design their products to convey a certain aesthetic to potential buyers. One example provided at the SXSW session was that BMW makes the hinges on their car doors heavier to convey quality and safety. People who are looking to buy a car will place a premium on a safe, well-built car.

So how does this apply to our world of marketing? Well, let’s say we are creating an iPad piece for sales reps to detail to doctors. It is common for these to include some basic ways of swiping or tapping to navigate to content. Additionally, it is the sales rep who is usually using the device. However, if we want to make this experience memorable for doctors, we should put the device in their hands and tap into more of their senses. We should think about including interesting visual and audio content. Additionally, we can use the interactive capabilities of the iPad to engage even more of the senses. For example, the iPad will recognize with its built-in gyroscope if it’s tilted or moved in a three-dimensional space, with its motion sensor if it’s shaken, or with its multi-touch screen if it’s touched with multiple fingers.

This may sound like fun and games or interaction for interaction’s sake but there is real scientific research that backs up communicating this way. The more we can tap into human senses when we communicate, the more powerful and memorable the communication will be. And remember, that goes for real and imagined experiences. This is an idea that can breathe new life into the way we think about our clients’ needs.

SXSW Series:

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Feb26

Digital Trends Impacting US Healthcare – Infographic

In the past year, digital innovations have brought about new markets and channels for digital health interactions. This infographic is a visual mapping of the technologies and innovations which are already playing a key role in shaping the future of healthcare and the experiences and journeys which surround it.

Of course the ACA is affecting healthcare coverage, but it is also affecting our healthcare experiences by placing increased importance on and driving more frequent interactions with NPs, PAs, and Pharmacists. Additionally, more priority has shifted to consumers to educate themselves and take responsibility for their own health, especially when combined with our growing culture of social media and trust networks, and recent draft guidance from the FDA. Video remains hot, but the trending has shifted to the length of videos patients are consuming, increasing its relevance to pharmaceutical marketers. Mobile and tablets continue to grow rapidly, with and quantified self driving deeper engagement though apps, not just web. Last, but certainly not least, EHR is poised to enter the next phase of meaningful use, setting the stage for a platform shake-out as certification requirements evolve to provide more and deeper data sets to systems of connected health as providers continue to on-board.

Infographic of important technologies that impact digital healthcare marketing.

Infographic of important technologies that impact digital healthcare marketing.

Technology is evolving fast, and healthcare, believe it or not, is keeping pace and even leading the charge on many fronts. Spurred on by government mandates and initiatives, innovative organizations ranging from Google and Apple to Silicon Valley startups like Practice Fusion are quickly carrying the ball forward, sometimes struggling to keep pace with consumer expectations of today’s technology. It’s these digital healthcare innovations which have set the trends affecting us today, and will carry us forward to tomorrow.

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