Another PHIN Conference

Posted in Uncategorized with tags , , on September 6, 2009 by Jay

Yet another PHIN Conference has come and gone. The major initiative I’ve worked on while at the CDC has been the Public Health Information Network, and each year in Atlanta the Center holds a national conference for public health informatics folks.

From a marketing standpoint, the conference is a monster. In fact, I’d contend that most conferences are *all* marketing. Our team at Deloitte provided much of the support, from presentations to keynote speaker corralling, to virtually all of the marketing collateral creation: http://www.cdc.gov/phinconference.

In previous years, one of my roles has been to manage the daily newspaper at the show, a special daily edition of PHINews (which is PHIN’s quarterly newsletter I helped create a few years ago; there are some links on this page to some of the articles I’ve written over the years.)

Due to budget cuts, we didn’t run the daily this year, which I missed. It was always exciting to get the articles written and the pages designed for an early morning pressing.

I did present this year on marketing and communication around PHIN. I focused on our re-branding efforts around PHIN for the last few years and how we were able to do it in a very dynamic environment. I think it went pretty well; there were certainly more people there than I expected. No one stormed out in disgust or asked me if I’d read the bill, so I guess that can be considered a success.

Jay presenting at the 2009 CDC  PHIN Conference

Jay presenting at the 2009 CDC PHIN Conference

Customer Disservice

Posted in Uncategorized on June 15, 2009 by Jay

I’m on the phone now with customer service for my cell phone. What a nightmare! I’m a horrible customer. I’m the guy they warn people about when they are hired for crappy customer service jobs. I know, because I’ve worked those jobs.  Lots of them.

But it’s like my problem with the healthcare system. If I initially talk to Joe Blow in first-level customer service and I tell him all my problems, in detail, with passion and politness, and then he transfers me over to Jane Blow in the next tier. Why do I have to tell her everything again! He was typing stuff when I was talking to him. What happened to it?

I mean, I understand at the doctor’s office (I guess) that they’re on a paper-based system, so after you tell the nurse all the reasons you’re in there, you have to tell the doctor again when he/she comes in.

But a cell phone company? They’re all digital, right? I just spoke to three different people about my cell service going on and off. Not only that, it keeps going into roaming. And my calls get cut off. And all the roaming makes my battery die, so I have to charge all the time. I’m a busy man! I have no time for this!

Not really, but I am an impatient man, so the third person to take my call got an ear full. I later apologized to her, and she me (nice, eh?).  And she me. Heh.

She said the problem was probably in the tower. That felt like cool summer breeze on my face. It wasn’t my fault.! I knew that. Now she recognized that, after an hour of having me reboot my phone and update my firmware (whatever that is). They should start off with this script: It’s not your fault! Call it the Good Will Hunting approach to customer service.

So, I guess this gets us to the point of this blog. There is none. I kid! Yes, there is.

I’ve been a marketing and communications consultant at the Centers for Disease Control for almost 7 years now, and we’re trying to make all of the disparate computer systems out there able to talk to each other, which, in a nutshell, is defined as Informatics. There is really no reason for health professionals to use a paper-based system. The arguments for privacy are a misnomer and based often on superstition. We’ll talk about that here, along with some of the incredible technology being developed by my colleagues at CDC and Deloitte to make a connected public health system a reality, one that can pin point a terrorist attack or a scary-ass flu virus, track it down, isolate it, and end it.