Mayo Clinic Facebook Page Highlighted

I was interviewed earlier this month for an article in 1to1 Media about Mayo Clinic’s Facebook page. Here’s an excerpt:

Like any Facebook user, the Mayo Clinic’s page allows the not-for-profit organization to post information about itself, link to its three websites (for patients, consumers, and research and education), display “wall post” messages and photos, offer video and audio podcasts, provide updates on news and events, and connect with friends. Beyond that, Aase says, “what we really hope to have it be is all about people telling their own stories—describing what their experience was like here and connecting in that way.”

The opportunity for patients to directly tell their stories online is an important word-of-mouth component for Mayo Clinic. “Social networking sites like Facebook are one means by which people stay in touch and share experiences,” says Ed Keller, CEO of the word-of-mouth research and consulting firm Keller Fay Group. “Allowing people to express themselves—telling their stories in their own voice to their friends, family, and other members of their social network—is proving to be a powerful way for brands and organizations to join the consumer conversation and to help improve their own brand position as a result.” Consumer self-expression brings authenticity and impact, Keller adds. “If consumers are happy with their experience with the Mayo Clinic, and they tell others, it will undoubtedly help Mayo to grow its reputation and market presence.”

That’s certainly Aase’s hope. “When [patients] are telling their stories, their friends will see that and may be likely to check [us] out,” he says. “That’s like the word of mouth that happens over the back fence.”

Check out the rest of the article here, and thanks to Jason Alba at for his favorable review.

Update: The Rochester Post-Bulletin picked up this blog alert and published a story today.

Express Health Care on YouTube

My employer has opened its first Mayo Express Care facility in Rochester, Minn. It’s intended to serve patients with conditions that need prompt attention but that don’t need emergency department care. You can read a bit more about the service here, but thanks to YouTube you can take a tour of the new facility.


The business blogger for the Rochester Post-Bulletin, Jeff Kiger, posted this video on his blog last Friday. That’s really the only promotion of the video we’ve done, and it has had about 600 views so far on YouTube. (It got a lot more views on our intranet.) So the YouTube experiment has been interesting.

Jane Sarasohn-Kahn had written about this new service on her Health Populi blog when the story first ran in the Minneapolis Star Tribune in November. She’s been a health care consultant for 20 years and has some interesting perspectives.