healthcare resources tips

Effective Patient Communication Strategies for the Evolving Healthcare Landscape

Original Article ” Effective Patient Communication Strategies for the Evolving Healthcare Landscape” by Juli Durante, published February 12, 2013

Healthcare is an industry of constant change – mergers, acquisitions, regulation updates, and technological innovations continuously reshape the landscape. As the pace of change accelerates, maintaining clear and concise patient communication becomes even more crucial. Here are some key guidelines on communication strategies to employ during transitional periods to maintain patient confidence.

1. Enhancing Your Phone System

While digital engagement continues to expand, the significance of reliable and effective phone communication cannot be overstated. Here’s how to ensure seamless transitions:

Answering Protocol: Ensure consistent and accurate answering procedures, whether by live operators or automated systems.

Information Updates: Regularly update automated responses to reflect changes, minimizing confusion for callers.

Professional Voice: Utilize professionally recorded voice prompts to convey confidence and credibility. Use a single professional voice across messaging for stability amidst change.

Informative Hold Time: Use hold time effectively by providing updates on changes and addressing frequently asked questions.

2. Optimizing Your Website

In the digital era, your website serves as a crucial resource for patients seeking information. Consider these strategies to optimize user experience:

Data Analysis: Utilize tools like Google Analytics to understand user behavior and tailor your website accordingly.

Navigation and Search Functionality: Simplify navigation and enhance search to make finding answers intuitive.

Highlight Changes: Feature merger-related information prominently on your homepage to guide visitors efficiently.

Multimedia Integration: Enhance engagement by incorporating multimedia elements such as videos, virtual tours, audio clips, and images to convey information effectively.

3. Leveraging Social Media

Harness the power of social media to disseminate important updates and engage with your audience:

Concise Messaging: Keep posts succinct and engaging to capture audience attention effectively.

Visual Content: Accompany posts with images or videos to increase engagement and resonance.

Include Links: Direct followers to your website for comprehensive information, leveraging social media as a gateway.

Encourage Sharing: Prompt followers to share posts, amplifying reach and facilitating dissemination of crucial information.

In times of transition, transparent and effective communication with patients is paramount. By optimizing phone systems, websites, and social media platforms, healthcare facilities can navigate changes smoothly while keeping patients informed and engaged.

Key Takeaways

Prioritize Phone Communication: Despite the rise of digital channels, maintaining a reliable phone system is crucial for patient communication during transitional periods. Ensure consistent answering protocols, update information regularly, and utilize a professional voice for stability.

Optimize Website Experience: Your website is a primary resource for patients seeking information. Utilize data analysis tools to understand user behavior, simplify navigation, and enhance search functionality for intuitive access to information. Highlight changes prominently and integrate multimedia elements for increased engagement.

Harness Social Media: Leverage social media platforms to disseminate updates effectively. Craft concise, engaging messages accompanied by visual content, and include links directing followers to your website for comprehensive information. Encourage sharing to amplify reach and enhance communication during times of transition.

By implementing these strategies, healthcare facilities can navigate the evolving landscape with transparency and effectively engage patients, ensuring continuity of care and confidence amidst change.


1. Why is effective patient communication important during transitional periods in healthcare?

Effective communication is vital during transitional periods to ensure patients remain informed and confident amidst changes such as mergers, acquisitions, and technological advancements. Clear communication fosters trust and maintains continuity of care, reducing confusion and anxiety among patients.

2. How can healthcare facilities ensure reliable phone communication during transitions?

Healthcare facilities can ensure reliable phone communication by implementing consistent answering protocols, regularly updating automated responses to reflect changes, utilizing professionally recorded voice prompts, and providing informative on-hold messages to address patient inquiries effectively.

3. What steps can be taken to optimize the website experience for patients seeking information during transitions?

To optimize the website experience, healthcare facilities can utilize data analysis tools like Google Analytics to understand user behavior, simplify navigation, enhance search functionality, highlight changes prominently, and integrate multimedia elements such as videos, virtual tours, and images to convey information effectively.

4. How can social media be leveraged to communicate updates and engage with patients during transitional periods?

Social media platforms can be leveraged by crafting concise and engaging messages, accompanied by visual content such as images or videos, directing followers to the website for comprehensive information, and encouraging sharing to amplify reach and facilitate dissemination of crucial updates.

5. What are the benefits of transparent communication with patients during times of transition?

Transparent communication with patients fosters trust, reduces anxiety, and maintains continuity of care. By keeping patients informed about changes within the healthcare facility, healthcare providers demonstrate a commitment to patient-centered care, enhancing patient satisfaction and overall experience.

6. How can healthcare facilities ensure consistency in communication across different channels during transitions?

Healthcare facilities can ensure consistency in communication across different channels by establishing clear communication protocols, training staff adequately, utilizing professional voice recordings, and regularly updating information across all communication platforms to reflect changes accurately.

branding resources restaurant

Creating a Restaurant Brand Voice That Resonates in 2024

Original Article by Sioban Schmeding published January 23, 2018

A business’s brand voice isn’t merely promotional words; it’s the heartbeat of its identity, resonating through every interaction with customers. Defining your restaurant’s brand voice is critical for standing out in a highly competitive market. From your menu design to your social media posts, your brand voice shapes perceptions and builds loyalty. Here’s how to craft a restaurant brand voice that captivates and endures.

Understanding Your Audience

To create a compelling brand voice, start by understanding your audience beyond the walls of your restaurant. Dive into demographics, local trends, and communication preferences. Whether you’re in a bustling city center or a quiet suburb, your brand voice should speak directly to your ideal customers.

Reviewing the latest Census data on area demographics is a great way to understand trends. Join local chambers and networks to mingle with the community first-hand. Identify the preferred hangouts and common activities of your target clientele. The better you understand your guests’ preferences, the better you can cater to their needs.

Once your target customer base is carved out, meet them where they are, digitally. Over half of adults use more than one social media platform today. Tailor your tone on each channel while keeping your central identity intact, ensuring your brand’s personality shines through.

Defining Your Essence in Five Words Summarize your restaurant’s essence in five impactful words. These words should not only differentiate you from competitors but also convey value to your audience. Engage your trusted management team in brainstorming sessions to refine these words, as they will form the core of your brand messaging.

Once you’ve finalized your five words, craft simple sentences that illustrate how each word reflects your brand. These sentences will serve as the guiding light for all your marketing efforts.

Remember, it’s important your authentic voice is reflected consistently across all touchpoints. So, keep in mind these words will be used throughout all aspects of your communications. The language you use in your social media posts should be similar in tone to your printed and digital promotional materials as well as your audio marketing, such as your Message-On-Hold recordings.

Ensuring Visual Cohesion

Your brand voice extends beyond words – it’s also reflected in your imagery. So, you’ll want to ensure your visuals align with your messaging to creating a cohesive brand experience. Avoid sending mixed messages to your customers and be sure to match the sophistication of your language with the elegance of your imagery.

Every visual aspect of your restaurant – from the furniture and accoutrements to the staff uniforms to your menu items – should echo your brand voice. While achieving this level of consistency may take time, the payoff in customer recognition and loyalty is invaluable.

Harmonizing Audio Elements

In addition to visual consistency, your brand voice should extend to the audio elements of your business. Whether it’s the overhead music playing in your restaurant or professionally recorded messages for your phone system, ensure that the tone and style align with your brand’s personality.

Choose music genres and voice talents that reinforce your brand identity without compromising your message. While some businesses opt for attention-grabbing character voices to represent their brand, tread carefully to maintain your brand’s authenticity. Just as with your imagery, you’ll want your audio to convey a consistent level of sophistication for your brand.

For optimal results, collaborate with your audio marketing provider who understands your brand and its communication channels.

A Commitment to Authenticity and Connection

Crafting a compelling brand voice is not just a marketing strategy – it’s a commitment to authenticity and customer connection. Revisiting your brand voice every six to twelve months ensures it stays current as trends – and your clientele – change over time. Look to resolve any dissimilarities between who you want to be and how you presently sound to your followers and patrons. By investing in a cohesive brand identity, you lay the foundation for lasting success.

For more tips on creating the perfect brand voice for your restaurant, be sure to contact us.

Key Takeaways

  • Defining your restaurant’s brand voice is essential in distinguishing your establishment from your competitors.
  • An authentic, consistent brand voice should be reflected across all touchpoints – from your menu, printed promotional materials, email campaigns, social media presence, Message-On-Hold and Auto Attendant recordings, and more.
  • To determine your target customer base, gain a crystal-clear view of who you aim to serve and take the necessary steps to learn their preferences.
  • Encapsulate in five impactful words what makes your restaurant special. These keywords should showcase how you’re unique on all fronts, including your food, your ambiance, and your service.
  • As you shape your voice, keep your target demographic at the forefront and focus on imagery and audio that aligns. Recruit the help of marketing professionals to ensure your brand voice stays on point in fully resonating with your customers.
  • Reassess your brand voice periodically to ensure it stays current with changes in trends and your clientele.


Q1: What is a brand voice?

A1: A brand voice is the consistent tone and style a business uses to communicate its identity and connect with customers across all interactions. It brings a brand’s essence to life through words, imagery, and audio elements.

Q2: Why is defining a brand voice important for restaurants?

A2: Crafting a compelling brand voice helps restaurants stand out in a crowded market while resonating with target customers. It builds recognition, trust, and loyalty by conveying authenticity and value consistently across channels like menus, website content, social media, phone system messaging, and more.

Q3: How can restaurants better understand their target audience?

A3: Restaurants can dive into local demographics, trends, and preferences to gain first-hand insight into their ideal customers. Great ways to learn include reviewing Census data, joining local networks, identifying where customers spend time, and tailoring social media messaging.

Q4: What are some tips for summing up a restaurant’s brand voice?

A4: Summarize the essence of your brand in five impactful words that differentiate you from competitors and convey value. Turn those words into simple sentences that illustrate your brand identity. Ensure your messaging aligns across all touchpoints.

Q5: Why is visual cohesion important for a brand voice?

A5: Matching the sophistication of your message with your visuals creates a consistent brand experience. From decor to uniforms to food presentation, restaurants should ensure their imagery aligns with the brand voice to avoid mixed messages.

Q6: How can restaurants align audio elements with their brand voice?

A6: Your brand voice should be reinforced by your restaurant’s overhead music and professionally recorded phone system messages. Collaborate with your audio marketing provider to select voice talents and music that conveys your brand sophistication consistently.

Q7: Why revisit and refine your brand voice periodically?

A7: Revisiting your brand voice periodically ensures it stays current with changing trends and customer preferences. It allows you to maintain authenticity and connection with your audience and resolve any discrepancies between how you’re currently portraying your establishment and your desired brand identity.

message on hold resources tips

5 More Do’s and Dont’s for Message on Hold

In last week’s blog, we discussed “7 Do’s and Don’t for Message on Hold” programs. Here are five more pieces of advice for designing the most effective “delay message,” adapted from the 2001 ICMI whitepaper by Jean Bave-Kerwin:

branding resources voice talent

Let’s Get Siri-ous About Voice Talents

Are the Voices Real

In this age of digital manipulation and reproduction, we often get questioned by customers about the source of Holdcom’s voice recordings… human or synthetic?  And the answer is… yes, they are most definitely natural, human voices…not artificial reproductions.  As a company specializing in voice over recordings for Message on Hold, IVR and multi-media narrations, Holdcom recognizes the value of using real, professional voice talents for all our productions.  And, as a business owner, you want your brand to sound genuine and personal… not computer generated.

resources restaurant tips

Menu Writing Tips & Tricks

 You sit down at a restaurant and what’s the first thing you do? You take a look at the menu. A restaurant menu is not just a simple piece of paper, it’s much more than that. Your menu design should reflect your brand, what your restaurant stands for and pull the guest in. A lot of psychology and thought goes on behind the scenes that can make your menu stand out. Read on to find out tips you can utilize in your menu design to make your restaurant more profitable.

healthcare marketing resources

Healthcare: 5 Ways to Celebrate National Doctor’s Day

Healthcare facilities are always busy. Patients coming and going, regularly scheduled treatments, dealing with appointments, and insurance questions. During all the craziness in your office don’t overlook one of the main reasons everybody comes to your office…the doctor! March 30th is National Doctor’s Day. March 30th was chosen because it is the anniversary of the first use of general anesthetic in surgery according to HallmarkCheck out these creative marketing ideas to celebrate National Doctor’s Day at your healthcare facility using video, blogs, podcasts, and Message on Hold.

marketing resources

5 Ways to Shape-Up your Wellness and Fitness Marketing

With the New Year coming, it’s time for changes. For a majority of people changes can involve their: lifestyle, career, or living situations. Now if you’re a business involved in fitness, or wellness you won’t want to miss this opportunity! As a business owner, organizing and creating marketing strategies can be too time consuming. Not only can marketing plans be too time consuming, but your message seems to get lost in the clutter. Check out this list of marketing ideas, and see how you can communicate with your target audience more effectively.

IVR resources tips

5 Reasons Employees Shouldn’t Record Your IVR

Your company’s IVR is the “first impression” callers get about your business. Recording your voice prompts in house may be a quick and affordable solution, but here’s a few reasons why that decision might not be the right one:

e-learning resources tips

EnterTRAINING: The Fast Track to Learning

A guest blog written by Ronna Caras, President of Caras Training.

My brother has ten grandkids aged eight and younger and getting them together is funny, heartwarming and exhausting, just as you would expect. It is also a lesson on teaching.

Even when we are teaching children who are a lot older than eight, twenty-eight or sixty-eight.

Because when humans are dealing with new information, and trying to absorb and apply it, we all learn the way kids do.

customer experience healthcare resources

Healthcare: How Your Staff’s Attitude Can Cost You

A bad review by a critic can make or break an actor or chef’s career.  With the advent of social media and sites like Yelp, Foursquare, and Angie’s List, anyone with a smart phone and a bad experience can change the way your clients feel about your business.  Reviews are popping up in all types of apps and for all types of business.  From rating your Uber driver to your visit at the doctor’s office.  With the changing technology, a bad office visit isn’t just between the patient and the office, but available to everyone who knows how to use Google. You can be the best physician in the world, but if your office staff isn’t acting appropriately you’re going to lose patients.