ElderWeb

Seniors are one of the fast-growing group of people using the Internet, especially those seniors who are financially comfortable. They have the time and money to use the Web, and as they become homebound because of physical disablements and transportation problems, they can use it to stay connected with the rest of the world. The Web was once dominated by "techies", but recent research indicates that 43% of people currently using the Web are looking for healthcare information.

The children of the frail elderly, including the "Baby Boomers", are increasingly savvy about using the Web to research products and services from their homes. Long distance caregivers have special problems accessing information and staying in touch with their elderly relatives across the miles, problems which the Internet can help solve. This means long term care providers have an opportunity to develop some new ways of differentiating themselves and communicating with their customers!

Tell the World Who You Are

1. Create an "on-line brochure" with photos, mission statement, facility history, religious and other affiliations, and basic information about services and facilities provided.
2. Provide pictures showing building and room layouts.
3. Post maps showing where the community and facility are located.
4. Develop an on-line "facility tour" to guide visitors through the facility with a narrated series of photos.
5. Describe your staff using photos and sound bites of managers talking about their backgrounds and care philosophy.
6. Create video files showing staff caring for residents.

Demonstrate Your Quality

1. Post references, letters, and testimonials from satisfied families.
2. Post resident satisfaction survey results.
3. Post favorable survey reports and news articles.

Handle Inquiries

1. Provide e-mail links on your web site and set up internal processes to respond to e-mail quickly.
2. Use automated e-mail response to provide immediate feedback to inquiries.
3. Provide on-line glossaries of LTC terminology, guides to selecting providers, frequently asked questions, and other information of interest to prospective residents and families.
4. Use on-line inquiry forms to collect pertinent information, find best times to call, and identify critical issues.

Retain Current Employees

1. Communicate employee news and messages via e-mail.
2. Post on-line employee newsletters.
3. Give a pat on the back to employees by posting awards, photos, and notes about exemplary services and care provided.
4. Provide information and links to local day care and other support services.
5. Link employees to useful sites for research and other professional resources.
6. Promote employee self-development with technology training and access to the Internet.

Attract New Employees

1. Create on-line job postings.
2. Provide on-line employment applications with automated e-mail response.
3. Post testimonials from current employees.
4. Provide information about the advantages of working in your facility and the personal rewards of working with the elderly.

Communicate With Families

1. Create spots for families to send and receive e-mail from staff.
2. Create spots for families to send and receive e-mail from residents.
3. Post on-line family newsletters.
4. Post your activity calendar, with links to pictures and other activity information.
5. Post links to local community information, including local events, local weather, and information about local motels, restaurants, and other services.
6. Create an on-line family library with articles on issues like organizing records and handling guilt.
7. Use the Internet to involve families in care planning via e-mail, discussion groups, or chat rooms.
8. Post individual resident information pages for family members with photos and other information about "their" resident, possibly in secured location which requires a password.

Differentiate Yourself in a Competitive Market

1. Post long term care consumer news.
2. Use e-mail lists to broadcast news and information.
3. Use the Web in activities programs.
4. Develop an e-mail "I'€™m OK" system for community-based seniors.
5. Create discussion groups, list-serves, or interactive consulting services for families and home-bound seniors.
6. Develop on-line support services for families caring for elderly people still in the community.
7. Create on-line surveys for families and prospects to measure satisfaction and suggest areas for improvement.
8. Turn a vacant room into a "surf room" for residents, families, employees, and community-based seniors with workstations made accessible to hearing or visually impaired people and those in wheelchairs.
9. Host a local "Senior Site" or discussion group to connect you to local home-bound seniors who may need your services in the future.

Most local Internet Service Providers (ISPs) are able to handle the technical details of the activities listed on these pages, but they are unable to develop appropriate content. You will need to tell your ISP exactly what you want to get from your web site, and you will probably need to create the content material yourself or contract with someone who is savvy about both long term care and the Internet to help you do so.