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FDA-TRACK Update: Social Media Day - Measuring Social Media at FDA

On Track: The FDA-TRACK Monthly Newsletter

FDA Track

Learn More: FDA Social Media Enhancement

Drug advertising

The Office of External Affairs (OEA) began an initiative in FY14 with the Center for Drug Evaluation and Research (CDER) to improve consumer engagement by enhancing its social media responses, specifically to drug related inquiries more quickly and proactively. This initiative began as a 90 day pilot program, but due to its success, the program has become fully operational. The pilot program involved several CDER employees working together with OEA employees to respond to drug related inquiries posted on FDAs Facebook page. As a result of this collaboration, FDA was able to respond to inquiries within two business days. CDER found this method to be an extremely effective way to communicate with consumers and permanently assigned one CDER employee to be responsible for responding to these inquiries going forward. The employee now has direct access to post responses and manage the drug related content on behalf of CDER on FDAs Facebook page. Further, it was recognized that some of the same topics were frequently asked, and therefore, CDER developed a frequently asked questions and answers file to respond to consumers even faster. Now, CDER is able to respond to drug related inquiries within one business day. OEA has now begun working with the Office of Foods and Veterinary Medicine, largely with the Center for Food Safety and Applied Nutrition, on a pilot program and anticipates working with other Centers to develop similar programs and increase FDAs overall response rate to social media inquiries. For more information on OEAs social media measures, please visit the OEA Dashboard within the OC Administrative Offices Dashboard.

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