Session Number W2  Session Level I

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Frederick Bagg
Director, Strategic Planning and Research
St. Francis Hospital & Health Centers
Beech Grove, IN
fred.bagg@ssfhs.org

Dan Pyle Millar
President
Millar Communication Strategies
Indianapolis, IN
dpmillar@sbcglobal.net

Crisis is inevitable! Healthcare—from HMOs to hospitals and ambulatory care to physician practices—is not exempt from this reality. In fact, hospitals face a double whammy: They can be the "solution" to somebody else's crisis, or they can face a crisis of their own when public scrutiny centers on them. Every crisis, then, can be viewed as dangerous, but also as an opportunity to establish your organization as a leader in its field. Technology today—from broadcast voicemail to VNRs, CD-ROMs, websites, and cell phones—can play a significant role in this process. The “new” social media—from RSS feeds to blogs, wikis, and social communities—can both contribute to a crisis and play a pivotal role in responding to it.

You will learn to:

• Understand the nature of crisis and how technology and new social media can help shape your response.
• Understand the key steps to successful crisis management.
• Be able to apply the techniques and examples learned to situations specific to your own organization.
• Understand and be able to use new technologies and social media in responding to a crisis.