Deana Allen, RN, AIC, ARM, CPHRM SVP, National Health Care
Transcription
Deana Allen, RN, AIC, ARM, CPHRM SVP, National Health Care
Deana Allen, RN, AIC, ARM, CPHRM SVP, National Health Care Practice – Risk Consulting Willis North America – [email protected] Social Media A group of internet based applications that allow the creation and exchange of user generated content. 2 2 Social Media … Social Networking § Social media is a way to transmit, or share information with a broad audience over the internet. Everyone has the opportunity to create and distribute. § On the other hand, social networking is an act of engagement. Groups of people with common interests, or like-minds, associate together on social networking sites and build relationships through community. 3 3 Why are we discussing social media? § Increased awareness of mostly the same risks we have faced for years – Risk managers have been reviewing: ü Advertising - commercials & billboards ü Printed materials – newsletters & handouts ü HCO webpages – disclaimers & content § Now the volume of information has exploded via more communication channels resulting in a significant increase in potential adverse actions 4 4 Social Media - Different Perspectives § § § § § § Any “social media user” Employee Employer Public Legal/Regulatory Marketing 5 5 6 6 7 7 Hospital Social Media Accounts 8 8 YouTube Vs. Twitter Hospital Accounts 9 9 U.S. Hospitals that use Social Networking tools – updated on October 19, 2010 § § § § § § 871 Hospitals total 421 YouTube Channels 679 Facebook pages 648 Twitter Accounts 417 Linked in Accounts 94 Blogs http://ebennett.org/hsnl/#ixzz0v4fZRYsQ 10 10 Where “Customers” Are Spending Their Time § § § § § § Venting Complaining Complimenting Sharing experiences Seeking advice Seeking experts 11 11 12 12 How Hospitals Use Social Media § § § § § § Customer service Community outreach Education Public relations Fund raising Strategic planning § § § § § § Crisis communications Recruitment Employee morale Brand monitoring Service recovery Research 13 13 Employee Issues 1. Employee use & misuse 2. Monitoring and regulating employee use 3. Employment decisions 14 14 Employee Use & Misuse § Access Issues – At work and away from work üSM extends beyond the walls of the employer § § § § § Reduced employee productivity issues Lack of uniform practices Don’t forget the disgruntled/former employee Use of disclaimers Common sense 15 15 Monitoring & Regulating Employee Use § Possible liability/loss: – Torts committed by employee üDefamation of company, employees, competition, etc. üHarassment or discrimination – Possible intellectual property infringement – Possible theft of trade secrets or confidential or proprietary information – Damage to equipment, content contamination, business interruption 16 16 Monitoring & Regulating Employee Use § “Friending” & “Following” – Should supervisors, managers, others do this? üOpinions – zero tolerance vs. best judgment üDiscrimination, harassment, favoritism – What about “fake” friending or using someone else’s profile to get access? – Scenario: üHCP sees a post on a colleague's Facebook page about “getting wasted” and he knows that person was on call that night. What duty arises? Treat any different if you had smelled alcohol on the breath? 17 17 Hiring Decisions § § Basing hiring decisions on information obtained from social media must not violate state or federal discrimination laws If you do use the internet to research a candidate ü ü ü ü ü ü Ask: is this information I am going to learn a valid predictor of job performance Update your policies, modify written authorizations for background checks to include reference to internet searches Specify who will perform the search and review the information Have set criteria for how and when Consider P&P no one is authorized to do this search outside HR Consider researching after a conditional job offer is made 18 18 Discipline and Termination § Employee comments may be protected by law: – Federal & state anti discrimination laws – Wage and hour laws – Certain laws applicable to state and federal employees (1st and 4th amendments) – State laws regarding “lifestyle issues” – Electronic Privacy Act of 1986 19 19 Discipline and Termination § “Safe” cases: – When the content of the posting üViolates the law üDiscloses trade secrets, proprietary info, etc. üWhen the content was posted during work hours and violates a company’s policies (fair enforcement) § “More difficult” cases: – When the employee says disparaging, but not unlawful things about üThe company, its products, services, etc. üCo-workers, work environment, others 20 20 Employee terminations § 2008 – 4% of employers § 2009 – 8% of employers 21 21 Training § § § § § Engagement Inclusiveness Training on various topics Training should be ongoing Repercussions for violations 22 22 23 23 Policy & Procedures § A written document of some type is needed but a policy alone is not sufficient to ensure compliance. § A written policy without education and adherence monitoring is worthless. § Do you already have policies in place that address the issues? Have you disciplined? 24 24 Don’t ban what you can not stop! 25 25 10 Important Elements for a P&P 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Overall philosophy Honesty & respect Confidential and proprietary information Online identity Focus on job performance Avoid conflicts of interest Include a disclaimer Monitoring Universal application Other policies referenced 26 26 Sample Policy Content So bearing all the risks and repercussions in mind, here is a proposed draft policy for social media based on a review of current best practices: This company believes that social networking is an important form of communicating. The policy should begin with a discussion of the company’s orientation towards social networking. Then itemize a nonexclusive list of risks that are posed by uncontrolled postings into social networking. Company employees should comply with all existing company policies. Make a list of existing company policies. Emphasize that social media should not be used as a means to run around existing policies. The employee code of ethics should be referenced and attached to the policy. Use personal e-mail addresses only on social networking sites. Company e-mail addresses should be used only for company related communications -- much as a company letterhead in the ink-and-paper days. Do not use the company logo or trademark without written consent. Write in the first person and use a disclaimer. Use a disclaimer reviewed by the company. The disclaimer should clearly state that the opinion is that of the author and does not represent the view of the company. Where appropriate, disclose associations with the company. When discussing company activities, disclose connection to company and role within company. Use good judgement and strive for accuracy in communication. Respect our stakeholders. Do not disrespect our competitors, customers, vendors, business partners and other stakeholders in the company. Respect intellectual property rights. Where appropriate, reference and cite sources. Do not upload materials without permission. All postings should comply with the company’s applicable confidentiality, privacy and disclosure policies. See resources 27 27 Actual P&P Postings § http://ebennett.org/hsnl/hsmp/ 28 28 More P&P Postings 29 29 Legal & Regulatory Issues § Advertising and marketing laws – Federal Trade Commission, Lanham Act, the Digital Millennium Copyright Act, Communications Decency Act, CAN-SPAM Act § § § § Trademarks & Copyrights National Labor Relation Act Federal Electronic Communications Privacy Act Fair Credit Reporting Act 30 30 Claim Allegations Violations of : § Duty to secure confidential information under state and federal laws and regs – Privacy rights & personal info – Breaches by employees or others § § § § § § § Infringement of intellectual property rights Unfair competition Defamation, Libel, Slander Inappropriate guarantees (results, etc,) Plagiarism Consumer protections Deceptive trade practices 31 31 Claim Best Practices § Provide timely notice of breaches, claims or potential claims to all primary and excess insurers – If you do not, it could result in a coverage dispute or denial of coverage – Sometimes there are time periods specified when initial notice must be made, and the same for proof of loss § Obtain Consent to Defense Arrangement – Duty to defend – Reimbursement of expenses – Insurer advances or pays first 32 32 RM Approaches to Social Media § Avoidance – just haven’t addressed it or have chosen not to. Usually just have fire wall blocking § Retention – self retain the cost of risk § Contractual/ Risk Transfer – indemnification, insurance 33 33 Insurance Considerations § This sector is still emerging in addressing the risks associated with developing technology § Initially broadly called “cyber liability” – Focused on data protection, security & privacy – Focused on costs of compliance with mandatory notification requirements, defense costs, and settlement costs of claims resulting from a breach 34 34 Insurance Considerations § Identify current policies that may provide coverage – D&O, E&O, GL, property damage & business interruption, fidelity bonds, fiduciary liability, EPL, cyber liability, media liability § Carefully review definitions, endorsements and exclusions – Key words: property damage, loss, injury, claim, wrongful act – Normal exclusion (example D&O) ü mental anguish & emotional distress § Defense & Settlement Flexibility 35 35 Insurance Considerations § Be proactive in negotiating insurance coverage before a claim arises § May help reduce time waiting for lengthy coverage determinations § Consider new products and recognize they may also be negotiable – Market is gaining knowledge, policies being “tested”, claims maturing, allegations, outcomes and risk management better understood – More insurers entering market 36 36 Contracts - Risk Transfer § Review indemnification agreements with vendors or other third parties § Review insurance policies where the HCO may be an additional insured 37 37 Lessons Learned for Renewals § Terms, conditions, exclusions, etc. should be considered in negotiating coverages with markets for the next year because we are in such a steep learning curve with this exposure and types and methods to address these exposures are changing quickly. 38 38 As social media claims continue to develop, so too will insurance policies. During this time HCO’s can best prepare with good risk management, comprehensive coverage and sensitivity to managing and maximizing their relationships with insurers. 39 39 Risk Management Uses § § § § § Investigations Impeachment Impact on trials Service process Waiver of privileges 40 40 Risk take-aways ü Know the HCO’s social media strategy ü Review any P&Ps ü Emphasis on HR issues ü Review insurance for coverage and gaps ü Know how adherence/compliance is being monitored ü Educate staff in reporting Social Media related PCE’s/breaches ü Should be included in orientation ü Consider a SM FTE /Dept ü Contract with “Monitoring” vendor for mention of HCO ü Have access to legal counsel with expertise in this area of defense ü Be aware of potential SEC concerns ü Educate the Board and Leadership ü Ongoing IT surveillance for malware and other threats ü Consider Social media incident response team ü HCO/PR/risk/legal prepared to respond to negative commentary, potential claims ü Ignore, post comment, ask for “it” to be “taken down” 41 41 Consider § Surfing social media sites § Join one – example LinkedIn § Find out what your competitors & customers are doing § Bookmark and regularly visit sites that track legal developments 42 42 Sources and Resources § § § § § § § § § § § Social Media Revolution (2) http://www.youtube.com/watch?v=lFZ0z5FmNg&feature=related http://ebennett.org/fall-09-presentation A Legal Guide to the Commercial Risk and Rewards of the Social Media Phenomenon 2010, http://www.reedsmith.com/ Social Media Embracing the Opportunities , Averting the Risks, http://www.russellherder.com/SocialMediaResearch/ Herding Social Media, http://www.treasuryandrisk.com/Issues/2010/April2010/Pages/Herding-Social-Media.aspx Social Media in Action in Employment, http://www.legalbytes.com/2010/03/articles/socialand-digital-media-law/social-media-in-action-in-employment Online Social Networking: A Brave New World of Liability, https://www.advisen.com – downloads/SocialNetworking.pdf Social Media and the Workplace: Managing the Risks, http://www.jacksonlewis.com/events/webinars.cfm Advising Your Clients (and you!) in the New World of Social Media: What Every Lawyer Should Know About Twitter, Facebook, YouTube & Wikis http://webster.utahbar.org/barjournal/2010/05/advising_your_clients_and_you.html 43 43 Disclaimer § This material is meant to be a useful reference, but it is not a substitute for legal advice. § The information is provided from or developed with the use of sources generally considered to be reliable. § The information included may not be accurate for all states and all situations. Accuracy and completeness are not guaranteed. § The information is intended as risk management advice. It does not constitute a legal opinion, nor is it a substitute for legal advice. Legal inquiries about topics covered in these pages should be directed to your attorney. 44 44 Questions? Contact information: Deana Allen SVP, Willis National Health Care Practice [email protected] 404 302 3807 45 45