Sample script: Handling Internet misinformation

Many people turn to the Web with queries, be it a search for lyrics to a favorite song, a recipe, or some self-diagnosis. But online information can be both accurate and entirely incorrect. So you will encounter a client who's stumbled upon—and fully embraced—a description of their pet's ills that's wrong. To gently set clients straight, try the following script from Dr. Christine Merle, MBA, CVPM, a consultant with Brakke Veterinary Practice Management Group and the executive director of VetPartners.

Client: I've done some digging and I think Farley here has parvo.

You: Really? Hmmm. We need to do a more thorough examination of Farley to know for sure. What indicated that this might be the trouble?

Client: Well, I found some information on a blog and a few Web sites here and there. The people really sounded like they knew their stuff.

You: Do you have a printed copy of the information, or could you forward the links to the sites? The doctors and I can look over the information, and, if need be, you and I can even review it together. The Internet is tricky, because it's full of information, both good and bad. I'd like to give you a list of reputable online sources, such as our practice's site, a few veterinary schools, and some professional associations. This way you'll know a few good places to search the next time you're online. And when you're surfing, keep an eye out for signs that illustrate a site's credibility, like the author's name and credentials, scientific facts that support the information presented, and information based on more than one person's experience. That way you won't stumble upon incorrect information that could cause you needless worry about good ole Farley.