Transforming Social Media Engagement at Penn State Health

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Healthcare professionals engaging with patients on social media at Penn State Health.

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Real Internet Sales

Real Internet Sales is a digital marketing agency located in Columbia, South Carolina. We specialize in website design and development, SEO, social media management, online advertising, AI integration, and workflow automation. Our services also include affiliate marketing and digital strategy.

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News Summary

Penn State Health revolutionized its social media engagement by adopting Sprout Social, enhancing communication and efficiency while fostering genuine connections with its community. The collaboration significantly reduced response times and errors, demonstrating the potential of technology to strengthen human connections in healthcare.

Transforming Social Media Engagement at Penn State Health

In the vast world of healthcare, effective communication is paramount, and for Penn State Health, a multi-hospital academic health system nestled in central Pennsylvania, this challenge has increasingly come to the forefront. As an affiliate of Penn State University, their mission revolves around providing exceptional patient care while molding the next generation of medical professionals. However, like many in the industry, they found themselves facing the daunting task of cutting through the noise—especially when misinformation is rampant in today’s digital age.

The Struggles Before Sprout Social

Prior to their collaboration with Sprout Social, Penn State Health’s social media team was juggling a hodgepodge of tools that made it difficult to manage their digital presence effectively. Their goal? To enhance their outreach while addressing healthcare-related concerns in a timely and concise manner. Instead, what they encountered was a stream of challenges that hindered their potential to connect meaningfully with their audience.

Recognizing the need for a better strategy, the organization realized they required a tool that could streamline workflows and boost efficiency. The answer? Sprout Social—a platform known for its user-friendly interface and comprehensive capabilities designed to unify social media operations.

Key Features That Made a Difference

One of the standout features that Penn State Health embraced was the Smart Inbox. This tool revolutionized the way they handled social media inquiries by allowing them to manage various channels from a single location. This not only made responding to queries easier but also provided a clear line of communication with patients who needed support.

Another valuable asset was Sprout’s Saved Replies feature, which enabled the team to create a library of pre-written responses. This gave them the ability to respond to common inquiries quickly while maintaining a consistent and personal tone, especially during busy periods.

Furthermore, the platform’s Tagging architecture offered precise audience segmentation, making it easier than ever for the team to track content performance and gather actionable insights. Significantly, time spent on generating custom reports plummeted by nearly 70%, allowing for data-driven decision-making that could adapt swiftly to changing needs.

Boosting Collaboration and Transparency

Adopting Sprout Social didn’t just aid in content management; it fostered increased transparency and collaboration across departments. Customizable reports allowed executive leadership to see the tangible value of social media in real-time, directly impacting budget allocations and future strategies.

Moreover, Sprout’s Social Listening tools enabled the team to monitor brand sentiment and engage with audience conversations more effectively. Tailoring their content to reflect the community’s interests became not just a possibility but a reality, leading to greater connection with their patient base.

Impressive Efficiency Gains

The transformation that Penn State Health experienced is nothing short of astonishing. They achieved an 80% reduction in errors, resulting in just one support ticket per month. On top of that, the turnaround time for support issues decreased from 3-5 days to a swift 1 hour. Gone were the days of needing additional contractor support, thanks to this newfound efficiency.

The Heart of Social Media: Human Connection

Through all these changes, one thing remained constant: the organization’s emphasis on the human element in social media. By providing compassionate and personalized responses, Penn State Health illustrated that even in a tech-driven landscape, genuine connections matter immensely.

A Community Impact

In a nutshell, the partnership between Penn State Health and Sprout Social has empowered their team to engage with their community on a more personal level. This journey showcases the potential of technology not as a barrier, but as a bridge, enhancing human connection in the sphere of healthcare. It’s a remarkable example of how a dedicated approach to social media can transform an organization’s outreach efforts, ultimately benefiting the community they serve.