In a time of crisis, people react differently to how they search for information, as well as their purchasing habits. For hospitals and health systems, understanding audiences’ needs and desires becomes important for developing effective communications strategies. In this episode, hosts Chris Boyer and Reed Smith share what science has found about consumer behavior in a crisis, the new consumer segmentation marketers need to understand, and then are joined by Kelly McDonald from OSU Wexner Medical Center who shares how her organization’s social media audit allowed her to gain advantage when communicating to our customers. 

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