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psychology of social media

What should you do #bigpharma when scandals hit social media platforms

FB has been again in the news. How will people react? Will they abandon the platform? But more importantly what will happen to your audience and content that you have invested across the years. What should you do #bigpharma when scandals hit social media platforms?

 

Stay on top of news headlines and trends in social media

  • Many users not happy about how private data is being used
  • Launch of General Data Protection Regulation (GDPR) more people are aware of privacy rights
  • Ethical processes within the social media companies are not clear
  • Psychological profiling is being used secretly and there appears to be no ethical review process in place

Content, invest in DAM

  • #Bigpharma is an enterprise system and digital asset management (DAM) software must be in place
  • Organization and tagging of content is a must:
    • content by year
    • topic
    • event and content type
    • makes content more accessible for curation and reuse

Social media strategy keep on making adjustments

  • Track performance of your content and if needed make changes
  • Look at engagement – are people engaging with you
  • Reach – how are people engaging with your content

Audience

  • Listen to your audience
  • Diversify your audience building – algorithms or changes to platforms do happen
  • Develop audiences on different social media platforms
  • Learn from influencers – they engage with audience on more than one social media platform

Be on more than one platform

  • As the old saying goes – *don’t put all your eggs in one basket*
  • Use more than one social media platform to expand reach
  • Different platforms attract audiences with different demographics
  • Social media platforms are free so why not use them
  • Remember to adapt content to each social media platforms

modeling the response you want online #bigpharma

So you want people to look and engage with your content. So you should be doing the same. Model the response you wish to have from your online audience, don’t just expect it.

Reply

  • Social media platforms do not wait
  • They are on 24/7
  • Respond quickly and fast

Comment

  • If you want people to comment on your posts, you have to do the same
  • It shows you have authority
  • It shows you are an expert in the sector
  • It allows you to gain ideas from your audience
  • It allows to build your following
  • It allows to build your brand

Engage

  • It shows you are human
  • It shows you care
  • It shows you are authentic
  • It shows you are real
  • It allows for an exchange of opinions and views
  • It allows to gain deeper insight
  • It allows for CEOs to be in contact with their audience

Share

  • Do not only share your content but share other content that may interest your audience
  • Share on different social media platforms
  • Share to inform people
  • Share to help people

Content

  • Content is king
  • 80% informational and only 20% promotional
  • Who are you creating content for and how will you change their life
  • Ask and engage with your readers for ideas
  • Experiment with different types of posts
  • Look at your archives – some may need updating
  • Experiment with different mediums
  • Write with personality
  • Be human
  • Be authentic

why is pharma afraid of social media?

Other industries are using social media platforms to converse. Pharma is still using social media platforms to broadcast news. This includes corporate news, regulatory approvals, conferences, disease awareness and corporate responsibility. Why is pharma afraid of social media?

 

Why is pharma afraid of social media?

  • Pharma is a heavily regulated industry
  • Guided by external rules (for example the FDA) and internal rules (legal and regulatory)
  • Fear of getting a warning from FDA
  • Fear of being hit with fines from FDA
  • Fear of illegal or unprofessional behavior on social media platforms
  • Fear that they will have to change their business model

 

Is it the social media platforms or the content that pharma gets in trouble for?

  • Obviously, pharma gets in trouble for the content, not the platforms

 

What does pharma need to change?

  • Right now it looks like it is just marketing thrown out or press release posted on the diverse platforms
  • Pharma is still trying to find their way in social media and still does not understand how it can be used beyond branding
  • Pharma needs to enrich the experience of readers with content – competition for content is increasing and harder to grab attention
  • Work on enriching content; make the content interesting and fun and want to read and share
  • Make social media and content strategy a priority
  • Build in-house social media & content marketing expertise

 

What can pharma learn from other highly regulated industries such as financial/banking sectors that use social media?

  • Set content standards – communication must be accurate, fair, balanced and not misleading
  • Consider pre-approved content or messages
  • Plan content and implement carefully
  • Have a system in place to capture and preserve social media communications
  • Have in place a supervision of communications – enable but at the same time be compliant
  • Focus on risk management and have in place a risk management plan

 

So how can a highly regulated industry use social media?

  • Need to have a clear vision of why you are on social media
  • Learn and understand through social listening
  • Promote unbranded health awareness
  • Rethink core business – think in terms of a service and not in terms of selling a product

why do we share on social media

I often ask myself why do I share on social media. My reason would be I guess I like to share valuable information, if I found it important than maybe some else will too. Sharing on social media is also my business card, it is my personal brand, I like others to see what I am doing. For pharma understanding the psychology of social media sharing 1) will help to understand how social media works and 2) put more effort behind content strategy and creation that will be more shareable.

 

Why do people share on social media?

  • People are intrinsically inclined to sharing
  • Sharing is an emotional experience and it evokes positive emotions in people
  • People like to share content that is entertaining and hope that others find it amusing as we did
  • People like to share useful information and hope someone else may find that same information useful
  • We share things about ourselves – psychiatrists refer to this as self-presentation – controlling or shaping the way you want to be seen
  • We share because we want to tell or show people who we are and what we really care about – self-expression
  • We share to stay connected with other people and to strengthen relationships
  • We share because we build our social currency -when we share the right type of content we gain social currency
  • We share to support a cause and this is by far the most powerful reason to why we share

 

What kind of content do people share?

  • Content that is entertaining or amusing
  • Content that provides information that is useful
  • Important news or breaking news
  • Where we have been and what we are doing
  • Content that supports a cause – this is probably the most powerful content people share on social media (think for example the ice bucket challenge)

 

Where do brands in general fit in?

  • People trust people more than brands
  • People do like brands – we identify ourselves with brands
  • People, however, feel brands are not authentic, so they are not shared
  • Shared values is a bigger driver for building relationships than lots of interaction with a brand

 

Where does the pharma brand fit in?

  • Pharma has a trust issue (which is not a new issue)
  • People do share a lot of information against the pharma companies – for example, #epigate:
    • ridiculous price gauging to unhappy customers to comparing prices,
    • stories of parents and pictures of EpiPen purchase receipts & prices they had to pay

 

Which kind of content should pharma focus on that will make people want to share?

  • Values come first – if people share the same values as companies then they will share their content
  • Get rid of the noise – that means less paid promotion
  • Create content that responds to emotions
  • Work on amplifying great content
  • Understand which kind of content people want to share -think of buyer personas