| Positive |
Source of information N = 13 |
“I think nowadays, not only clinics, but every kind of business uses social media. It’s a way to inform people informative things… for example promotions, operating hours, changes, or anything really… even emergencies! (IDI 8, 30-year-old Chinese female)“Since I am not meeting any doctors in person, social media is one of the tools that I [use]. I can find the information anywhere, wherever I am.” (IDI 11, 25-year-old, Indian female)“Information is there! Like some people explain things in detail, especially on TikTok. They have like short video clips where the doctor is actually showing you how to do something, and the right way to do it. I think there is sufficient information.” (IDI 8, 30-year-old Chinese female) |
|
Marketing Strategy N = 13 |
“I think it’s good… I don’t have anything against it. They’re doing their own marketing strategy on how they want to do it. And it shows how good the clinic is” (IDI 4, 24-year-old, Indian male)“…before and after [pictures] make me motivated, like oh every problem can be fixed” (IDI 1, 22-year-old Malay female)“I think definitely one advantage is to reach out to people, to let people know that ‘I’m here, I exist, I’m one of the choices as well’.” (IDI 8, 30-year-old Chinese female) |
|
Convenience N = 12 |
“Internet is the easier way in this current world. Easy to do. Like once we type in one word, we can get everything (Laughs)” (IDI 6, 24-year-old Indian female)“Everyone can access the internet… this approach can reach all generations, even old people nowadays use the internet” (IDI 1, 22-year-old, Malay female) |
|
Connection and Communication N = 9 |
“I judge the doctor’s character based on how the doctor replies my DM (Direct message). Even though I am not meeting them in person, that interaction will give me a bit of hint on weather I should really go to this doctor or not…” (IDI 11, 25-year-old Indian female) “Build the brand. And then build the relationship with your patients” (IDI 3, 28-year-old Chinese female) |
| Negative |
False and Misleading Information N = 14 |
“…to get a good review, you can ask your staff or friends to write the reviews for you.” (IDI 3, 28-year-old Chinese female)“Some posts are misleading… I still remember I once read an article on Facebook that claimed wearing braces is very bad because it changes the roots of your teeth permanently… and that at old age, all your teeth will fall out!” (IDI 4, 24-year-old Indian male) |
|
Ingenuine Profile N = 9 |
…it is risky because, for example, if there is a fake dental clinic on Instagram, selling fake braces or whatever, people can easily believe it. They appear to have an established [clinic] but are actually selling fake braces. We wouldn’t know. So, I think that is one of the disadvantages” (IDI 1, 22-year-old Malay female) “I think some do the reviews themselves. Maybe they took [the photos] from Google… Stole the photos to attract people’s attention.” (IDI 5, 26-year-old Malay female) |
