Social Media Awareness Training For Financial Institutions January 30, 2014

What is Social Media? According to FFIEC Guidance, social media is considered to be: “A form of interactive online communication in which users can generate and share content through text, images, audio, and/or video. Social media can take many forms, including, but not limited to, micro-blogging sites; forums, blogs, customer review web sites and bulletin boards; photo and video sites; sites that enable professional networking; virtual worlds; and social games. Social media can be distinguished from other online media in that the communication tends to be more interactive. For purposes of this Guidance, messages sent via traditional email or text message, standing alone, do not constitute social media”

Examples of Social Media Sites

How is Social Media used by Financial Institutions? Advertising Marketing Incentives Contests Community Outreach Engaging Potential Clients Responding to Information Requests Receiving Complaints

Why does it matter? Social media is the new word of mouth. What used to be shared to one or a few people at a time, can now be shared to hundreds even thousands of people in an instant. For that reason, Financial Institutions must monitor what is being said about them, and keep all online interactions positive.

How does this impact me as an employee? Your interactions through social media can impact not only the public’s perception of you as a professional, but can also impact the perception of your institution. When you engage online as an employee of your institution, you should interact in the same way as you would if you were standing in front of a lobby full of customers: professionally, politely, and careful not to share any non-public customer information. Basically, any policy that applies to you while you are in the office, applies to you while you are online.

What are some things you SHOULDN’T do? You should not share information about your institution that is private or derogatory: You should not share NPCI or ask people you know about their banking business online:

What are some things you SHOULD do? Help customers get to the right place: Network with colleagues through professional sites like LinkedIn:

If all else fails… If you’re not sure about whether or not something you see or post online is appropriate, discuss it with your manager before commenting or responding. Your reputation, and your institution’s is on the line. Using common sense and professionalism at all times is key. If you wouldn’t shout out what you have to say in front of your boss and a group of customers, then you shouldn’t post it online.