A Different Look at Social Listening: Kaiser Permanente's center for social intelligence

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What You’ll Learn:: 

Kaiser Permanente has used social media since 2007 to interact with consumers and its 10 million members. But recently, KP radically changed how it listens to and converses on social media. The Kaiser Permanente Center for Social Intelligence, launched in March, is a flexible platform that finds, analyzes and delivers actionable social insights to the organization. It aids everything from social marketing and public relations to member services and consumer awareness. Vince Golla, Kaiser Permanente's director of social media, will talk about the Center for Social Intelligence and what Kaiser Permanente expects to accomplish.

Key Takeaways:

  • How social listening boosts employee understanding of social media, and sparks employee brand advocacy
  • How Kaiser Permanente incorporated real-time social listening into its daily and weekly content-planning meetings
  • How to get execs' support—or manage their expectations—for a social listening center
  • How Kaiser Permanente centered its social listening on insights that help KP improve care, quality, and service
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October 2015
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Presenter bio: 

Vince Golla Ragan Training

Vince Golla (@vincegolla) is director of social media for Kaiser Permanente, which provides care for more than 10 million people in eight states and the District of Columbia. Kaiser Permanente uses its 200-plus social media channels to promote and protect the brand, and to improve care, quality, and service. Before joining Kaiser Permanente in 2005, Vince worked as a newspaper reporter and editor in the San Francisco Bay Area, and had a career at enterprise software-maker PeopleSoft shortened by a hostile takeover.