Tag Archive for 'healthcare marketing'

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bheffernan

Wellness is a choice we make in any state of health

I recently typed the words “health and wellness” into my favorite search engine and about 91 million results appeared. No exaggeration. These famous words– health and wellness– are hitched at the hip and travel everywhere together. Yet, if you ask people to define the meaning of this linked linguistic staple, the responses always vary:

“It’s all about fitness, popping vitamins, exercising and taking care of yourself.”

“It’s a lifestyle.”

“It means you are trying to keep away from the doctor –health and wellness is better than sick and ornery and high medical bills.”

Interpretations of the phrase “health and wellness” ping back and forth as people reconcile the distinct meanings of two different words, while the diminutive “and” ducks for cover in the middle. We sense that health and wellness don’t mean the same thing and that both words are not equally at fault. If you ask someone, “How’s your health?”, they will almost always get your meaning and quickly oblige with an inventory of their personal afflictions. If you ask people, “How’s your wellness?”, they will ask you to repeat the question.

Our research shows clients and consumers alike lack a fundamental understanding of what “wellness” means. In our work, which included both secondary research as well as primary research with consumers and professionals, we discovered a simple way to help people better understand how the concept of wellness relates to personal health. Most people (and it turns out most formal definitions) describe health as an outcome. For example, The American Heritage Dictionary defines health as “the overall condition of an organism at a given time.” This helps explain why most people have a reasonably good understanding of what health is and can describe the condition of their “personal organism” when asked, “How’s it going?” On the other hand, wellness is not an outcome. It is a way of being that involves choices we make. We can choose to live “well”, regardless of the specific state of health we experience at any one time.

We discovered this notion resonates with people across a wide spectrum of self-described physical health. The idea that “wellness is a choice we make in any state of health” is as true for athletic people in their 20s as it is for people seeking to live “well into” their 80s. When we begin to understand wellness as a choice that is relevant to a large swath of the population, it opens up exciting, new possibilities.

Interviews with patients across a variety of illnesses demonstrate that people become increasingly aware of their wellness choices as they cope with ill health and are interested in wellness support as they manage everything from rheumatoid arthritis to diabetes to cancer. Of course, there are many dimensions to wellness and the type of support required, and it varies across conditions and patient types. However, as the population ages, there is a growing need to take wellness seriously and to pursue new approaches. Why?

  • As health care reform advances and focuses on improving outcomes (the health part), it is not surprising that key initiatives include affecting better wellness choices for all.
  • As new technology and media enable truly interactive educational forums and personalized content, our ability to affect wellness choices has never been greater.
  • As health care professionals, employers, insurers, government and other stakeholders come together to address the needs of society, our understanding of wellness and its profound impact in our lives will only increase.

For all of these reasons, this is an exciting time to be working in the two, connected worlds of health and wellness. It is important work, even if we succeed in only small ways to help people aspire and choose to live as well as is humanly possible.

leigh.householder

Global trends in digital healthcare marketing

I recently had the opportunity to collaborate with colleagues in Tokyo and Freiburg to talk about the trends that are changing digital marketing in each of our really unique regions. The leading tactics to engage HCPs and patients all hinge on the key tenets of relevance and personalization, but beyond that there are deep differences in what our clients are asking for around the world. For all the details, check out our article in MedAdNews:

dmarinacci

Will you (or your organization) be a Change Agent in 2011?

Hello, 2011. It’s been quite the year. In the stampede to set New Year’s Resolutions, our natural tendency is to zero in on the areas of our lives, both personal and professional, that have been dragging us down or driving us nuts. If 2010 can be described as a pinnacle of change, we need to make 2011 about how to be an agent of change.

Let’s start with the definition of a change agent: “An individual recruited prior to implementation of a change; must be representative of the user population, understand the reasoning behind the change, and help to communicate the excitement, possibilities, and details of the change to others within the organization.” Another definition that struck me as more straightforward: “A change agent is someone who engages either deliberately or whose behavior results in social, cultural or behavioral change.”

Today, the pharmaceutical marketing landscape is evolving so quickly that we’re still not sure how to approach this new era with complete confidence or conviction, much less how to be a change agent. But one thing we do know is that there will be change; there will be more responsibility, accountability and pressure to succeed and outpace the competition. I know there’s no formula for how to be a change agent – but I thought it would be fun to jot down a few resolutions to reflect on as we help our clients and our clients’ brands accelerate their mission and elevate their game in 2011.

So without further ado… As a pharma marketer in 2011, “I will”…

  1. Resolve to change, continuously. It’s been a common theme over the years but it holds true more than ever before. The industry is changing every day. There’s more information to share and more channels in which to share it and it’s only going to grow. Be open to it. See it as an opportunity to create new ideas.
  2. Recognize that inaction is not an option. It’s time to face reality that unless we’re part of the solution, we’re part of the problem. If we don’t take action, we’ll get left behind.
  3. Be engaged. (And I don’t mean find a spouse). Real-time engagement involves using experience, insight and analytics to engage consumers in conversation. Call it the big buzz word for 2011, but engagement a must in our environment today.
  4. Forget about quick fixes. Instead of squandering your valuable time on finding one perfect solution, invest in finding the right mix of solutions. Quicker isn’t always better. It’s easy to get overwhelmed but remember the big picture: if you want things done well, do it right…and that’s going to take time.
  5. Be curious. If we don’t continue to learn and keep up with the trends and changes in the industry, we will get left behind. Read industry blogs, follow key influencers. Make it a regular habit.
  6. Push the envelope just because. We’re all too familiar with med reg and uncertainties around lack of FDA guidance on use of social media, but that shouldn’t keep us from exploring the big ideas.  Big ideas don’t come easy. Push for what you believe is worthy.
  7. Integrate and collaborate. It’s the most efficient, effective way to work these days. In order to keep pace and deliver quality work, it pays to have a solid team who can work across multiple disciplines and skill sets.
  8. Learn to love technology. Because it’s here to stay and it grows faster than a Chia pet. The potential for amazing innovation lies with technology.
  9. Become part of the conversation. It’s one of the most important ways to stay relevant in a crowded marketplace. Share your insights, develop a point of view and be an advocate for how you and your audience can create a meaningful dialogue about common interests.
  10. Embrace the Millennials. Yep, I said it. There’s a generation gap across the spectrum of our work force but we must work together to bridge that gap so that in the end, our clients reap the rewards of a diverse team.

And finally, I read an article in Harvard Business Review by Bill Taylor, cofounder of Fast Company magazine called The 10 Questions Every Change Agent Must Answer. It’s a great read with my favorite question being the last one: Are you learning as fast as the world is changing?

sperkins

Have you seen this?

I’m clearly not the first person to stumble upon it, but it made a big impression on me – big enough that I shared it with others. Ironically, I found it via a friend who posted it on Facebook.

My friend Karen has a theory that social media is like an octopus – an interesting euphemism – you send info out there with many tentacles reaching out across the abyss in various different forms, in the hopes of bringing something juicy or sticky back to your brand.

I like that analogy. I was reading REWORK and they spend a short stint describing their POV on social – with a focus on building your audience via fans. Audiences reign supreme over customers and consequently fans, as when you have a message to send, your audience is already there to listen; you don’t have to buy an audience, as they’ve already given you their attention. Simple, elegant, true.

Folks use social for various different reasons: to stay connected, as therapy, as a method of getting attention, as a place to share opinions and beliefs, to get away from the daily grind, to disseminate information, to share a POV, to share great ideas, as a place of self-expression, to generate an audience, to promote a cause, to share a laugh, the list could go on and on. It’s different for everyone.

How is this relevant to pharma, to marketing? The audience. The social experience is no longer limited to the freshman facebook (which, by the way, was a printed booklet back when I was in school). It’s not fad anymore. It’s time for our pharma clients to extend their tentacles. Guess what? HCPs are part of this audience as well as consumers, payers, brand managers, etc. Everyone is. Ignoring it is just going to leave you behind.

I get it, there are barriers. HIPAA, FDA, Congress, the works. But there has to be a way to build an audience based on the commonality we all have in this industry, and the passion we share to improve health across the globe. I’m sure our resident social expert would have a POV on this.

What do you guys think?

brizzo

Our job is not to pass judgment but deliver compassion

Often times we are asked to do something in our professional life that is in conflict with our own personal values. Should we take a stand and not deliver? How do we resolve our internal conflict? As a nurse this came up often. Once we had a patient that was 15-years old. She was getting prenatal care, and this was her fourth pregnancy. She had been pregnant and miscarried three previous times but it looked as if she was going to carry this pregnancy to term. For many of the staff the idea of a 15-year old clearly desiring and trying for a successful pregnancy was in conflict with their own values of what age you should be before becoming emotionally, physically and financially responsible for a baby. However, this patient was not asking us whether or not we thought it was right, she was asking us to care for her and her unborn child for the best possible outcome.

I cared for her and managed her care based on this realization. It was no longer about whether or not she should be having this baby, but about how can we make this a successful pregnancy and prepare her for motherhood. We monitored her nutrition carefully, teaching her how to be as healthy as she can be for her baby. She was genuinely interested and followed our direction to the tee. We got social services involved to make sure her living arrangements were suitable for a new baby, and even identified alternative living arrangements once the baby arrived. We got her enrolled in Lamaze classes and breast feeding classes. She absorbed all of the information like a sponge.

She carried the pregnancy to term and once the baby was born she was prepared to care for it in the best way possible. She was connected to all of the social programs that would support her. She decided to breast feed the baby. And when you observed her with the baby she was very loving, gentle and confident with her. It was a blessing to see. Our job was not to judge her but to give her compassionate care, and that set her up for the best possible outcome.

Now I work in medical advertising. When I tell my colleagues about my job, they make me feel as if I went to the “dark side.” But I do my job with pride and feel that I have a responsibility to keep the information accurate and responsible, no matter what the subject. Sometimes I will be asked big questions about a product or therapy that challenge my thinking and values. People ask could a procedure be considered medically necessary (vs. optional), does is it’s MOA unique in the category? When I consider the patient who has the need for the procedure, and when I consider with compassion how this might affect them, I follow my personal beliefs and present the information about the procedure or therapy in a responsible and reasonable manner. My colleagues and clients are not asking me to determine if the procedure is right or wrong, they are asking me to have compassion for the patient who is considering having the procedure done, what they would need to know, and how they can be informed for the best possible outcome.

And in my personal life, as a parent of adult children now I have come to realize that they too do not want to be judged by me. There are times when they share aspects of their lives with me that I may not approve of but they don’t want to know if I think it is right or wrong. They are making the determination of what is right or wrong for themselves.  What they want from me is unconditional love and acceptance. When they want my opinion they will ask me for it. They are not asking me to “bail them out” when they make a decision that has consequences. They are taking charge of their lives, so I need to keep my judgments to myself and marvel in their accomplishments. What is best for them is to listen with compassion and care.

I have still have values that I treasure and uphold, but I don’t need to apply them to others, they are my values that guide my life. But when it comes to others I must remind myself of what I am being asked to consider, and what is being asked of me. Then my conflict is less important and compassion becomes the focus.

leigh.householder

Everything’s bigger in Texas: Vote for our big, BIG SxSW ideas

Great news: Three panels we’re involved with have made it to the live vote at SxSW Interactive.

That means we need your help. The votes of people like you account for 30% of the total judging criteria.

Here’s how it works -

Thousands of people and companies submit panel and presentation ideas for SxSW, the annual interactive summit that CNN calls “one of the most important events in the international new media landscape.”

The team at SxSW reviews the proposals and sends some of them to the live vote.

Then, you weigh in. Just go to the site, login and start reviewing proposals. We hope you’ll comment on and vote on these three:

  1. Agency Be Nimble: Why We Need Innovation Labs
    Awesome panel about the competitive advantage that can be gained by dedicating resources to innovation. Jude (Innovation Engineer) and Sean Cowan (Digital CD) from our team will be joined by Leah McDougald, an amazing consumer insight miner at Lextant, and John Boese from Ogilvy’s global innovation lab + there are two unannounced guests that I look forward to telling you about soon.
  2. “Turn Your Head and Click”: Practicing Digital Medicine
    Kathryn Bernish-Fisher and I are teaming up to look at how technology is changing the way physicians make decisions. Kind of a peek behind the exam room curtain at what digital resources docs turn to and how those choices impact diagnosing, prescribing and patient care.
  3. Explosive Discharge: Digital Advertising for Big Pharma Clients
    You know you love that title, right? This panel – conceived by our very own David Sonderman (EVP/Creative Director) – is all about what it’s like to advertise for the prescription drug industry. It’s $3.2 billion ad spend is second only to automotive’s – so, very desirable for any client roster. These guys are going to look at what it takes to succeed in this highly regulated industry and just how good creative still gets done. We’re still recruiting for this panel, but already we’ve got leaders from the healthcare marketing industry as well as some great client-side thought leaders.

After the vote, SxSW and its advisers make a final decision on the agenda.

So, as they say: PLEASE GO VOTE!

areinbolz

The latest web trend: professional portals

A new type of website is getting more and more popular in the industry: The healthcare professional portal. Pfizer is doing it, Lilly is using this channel, too, and many others are on the way.


Some of those portals are heavily driven by new web technologies, using CRM integration and global templates; others are relying more on quality content adapted to local needs.

But they all reflect a paradigm shift in healthcare communication. For years, the product and its features have been the center of the universe. The content: “10 Features of product X.” Unfortunately, physicians felt those websites lacked relevance for their daily business. And actually this is what physicians would expect.

In addition, market research showed low credibility. In Europe’s major five countries only 11% of all physicians are using product  websites as a resource for information while 30% rely on product independent websites*.

Being a credible partner in scientific communication is becoming a critical success factor in digital healthcare communication. Physicians easily notice the difference: Just taking away the brand logo and wrapping key messages differently is not enough. A true healthcare professional portal reflects a real shift from a product centric, to a customer centric communication. Using the CRM could even pave a way into a future where different communication channels such as the salesforce and the web would work in a unified way.Friday night the physician has searched the website for “reimbursement,” Tuesday the rep can provide additional information on this topic right on his tablet pc. Will there still be a place for a brand website? Of course! Will it still be the main channel for digital communication in the future? Probably not.

* DocCheck Online Study: Internetnutzung von Ärzten in Europas Big Five, Stand 1. Juli 2009

Written with: Arno Bock

brizzo

Pharmaceutical advertising – the perspective of a healthcare provider

(Note: Brenda is an advanced practice nurse and a member of GSW’s Pink Tank, a division focused on women and health. She writes this post from her perspective as a practicing HCP.)

As a healthcare provider I can tell you that I am definitely influenced by pharmaceutical advertising. Is that all bad? Do I make prescribing decisions only because some drug rep has dazzled me by his brilliance or has cultivated a personal relationship that clouds my judgment in making the right choice for my patients?

Hardly.

I am still able to make choices that are best for my patients, and soak in all the information. I am able to discern the science from the promotion and integrate this information into my practice. But the influence that is beneficial is often not considered when the debate over pharma advertising ensues.

Because of pharma advertising I have increased my assessment skills.

  • I now ask women about their bone health, assess BMD, and assure their calcium and vitamin D intake is adequate. That is a direct result of what I have learned about osteoporosis from pharma advertising.
  • I now ask women about urinary incontinence and if it affects their lives thanks to a better understanding about stress versus urge incontinence provided by pharma and device marketing.
  • I now ask women who have migraines how having them affects the rest of their lives, even when not having a migraine, so if appropriate I prescribe a daily preventive medication rather than an episodic medication just to relieve the pain. Changing the conversation was suggested to me by pharma and has improved the care I am giving.
  • I have learned that pain is inextricably linked to depression in many patients, I now ask about both when patients present with pain and/or depression.

My patients have been influenced by pharmaceutical advertising too. They are now more comfortable in discussing their health; they have been given permission to discuss all aspects of their health openly. They ask more appropriate questions, they have learned to ask what is most important to them first, instead of having an entire appointment before they get to what is really bothering them. They might have even heard about a therapy they may want to try. If they are confident about a therapy then they will have a stronger commitment to it, a win-win.

So before we decide to stop pharmaceutical advertising or curtail it greatly, let’s consider all repercussion of this action. Advertising is not all bad. Give healthcare professionals some credit, we can hear the information and integrate it into our practice in an ethical way, and still make the best choices for our patients. The good that comes from pharmaceutical advertising provides far more benefits than detriments’. It raises awareness about health conditions, opens up the conversation and provides for an informed dialogue between the health care provider and the patient.

leigh.householder

Shareworthy: Four “can’t miss” clicks

(Co-published at WhatsYourDigitaliQ.com)

My inbox was overflowing last week with great finds from my colleagues and friends. Here are four of the best to start the week:

Facebook: The Movie

This is how it happens: You invent something amazing. You fight along the way. You get a little rich, a little too fast and act like a fool with your money. You get everything figured out. And, just then – they make a movie about your bumpy road to getting there. The Apple founders had Pirates of Silicon Valley and now the original Facebook friends have The Social Network.

The movie itself isn’t the big deal, though; it’s the trailer. Check it out – a seamless blend of entertainment and advertisement; an excellent example of a new generation of ads that are at once more native and more culturally resonant:

If you’re following Facebook trends, also check out As Facebook Users Die, Ghosts Reach Out from this weekend’s NYTimes. Incredible new challenges for social networks to address.

(Thanks to Tim Ryan)

An Empathetic Website

How many healthcare websites have you visited with patient testimonials? 50? 100? And, how many of those have felt real and human to you (vs. edited within an inch of their lives)? I’m guessing it’s a pretty tiny number.

MSLivingWell is one website that really held the line – the stories there are delivered in a truly creative way and are so real and honest that you get caught up in them. Click Watch Carrole’s Story on the right for a great example.

(Thanks to Sean Cowan)

New Knowledge About Nurses

Our well-financed friends over at Manhattan Research just released another fantastic report: Taking the Pulse Nurses. One of their analysts – Maureen Malloy – wrote a summary for MedAdNews.

A couple of highlights:

  • More than 80% of online nurses direct patients to health-related websites for additional information
  • Additionally, nurses impact patient healthcare decisions. A majority of online nurses report that they are influential over their patients’ adherence to treatment regimens
  • The majority of nurses online for professional purposes use the Internet multiple times throughout the workday, with the uptake of smart mobile devices fostering an “always on” culture in the medical field
  • Nearly 90% of online nurses have visited a pharmaceutical, biotech, or device corporate or product Website in the past year, with Merck and GlaxoSmithKline leading the pack in terms of visitation

Today, few healthcare and pharma websites contain nurse-specific content. Is it time for that to change?

(Thanks to Tyler Ransburg)

AstraZeneca TWEETS

In the category of “I didn’t know we could do that!” comes this great find from fellow blogger Jon Richman. In his mini-white paper 10 Things I’d Like to Start Hearing About Pharma Social Media, Jon shares this very cool search and response Twitter campaign by AstraZenaca:

The brand listens for people with complaints about its products and then directs them to its customer service line to find help. Great way to show you’re listening and find new ways to use big investments (like a call center)

(Thanks to Dawn Marinacci)

Kelley

The trick to planting a fly is to button it up

Here’s your task:

Take these four everyday words and write a story:

plant – button – trick – fly

What’s the first thing you think of? Gardening, perhaps? Maybe sewing, or the circus? NPR’s Three-Minute Fiction, featured on All Things Considered, recently challenged its listeners to write an original short story using these four words in any way they want. The premise is simple. The task, however, is much more complex than it seems. How do you take seemingly unrelated words and structure a story around them?

Similarly, in developing the story for a new drug or healthcare product, we are often met with the challenge of a product or condition with which we have no personal connection. Without personal experience or direct knowledge, creating a story around that critical unmet need can create a major disconnect with HCPs and patients. It’s a difference in meaning as disparate as, say, a pop fly and a zipper fly. So how do you assure that you’re not talking about baseball when the customer wants, or more likely needs, to hear about denim? The obvious answer is to plant your team down, study up, ask around, do whatever you have to do to make the story your own. The words belong to everyone; it’s your own personal insight that give them meaning.

But herein lies the second challenge. There are a dozen meanings for fly, but what if fly can mean one and only one thing? In pharma advertising, FDA regulations stipulate that your “fly” can only mean exactly what the results of clinical studies will allow. And within that definition, there can be no nuances, no hidden messages. So what’s the trick to delivering a non-nuanced, yet complex and compelling “fly” to your audience in the shortest amount of space with the most amount of information? Keep it concise, keep it honest, and button it up.

Curious about what NPR’s listeners came up with? Read the winning story here: Not Calling Attention To Ourselves