1. The Personal Web: Personal observations and the Challenge for Financial Services Ian Graham BMO Financial Group http://www.iangraham.org

2. Personal Web Geography Space Social vs. Personal Why so hard?

4. Personal Space... space surrounding a person which they regard as psychologically theirs. Invasion of personal space can leads to discomfort, anger, or anxiety on the part of the victim.

5. Public Space (anonymity) Social Space Personal Intimate 1.2 m 4 m 7.5 m 0.5 m

6. Social Web: Analytics social software no boundaries new norms personas Blurring of Spaces

7. discomfort anger anxiety uncertainty

8. Financial Services lend transact manage plan

9. Public Space (anonymity) Social Space Personal Intimate 1.2 m 4 m 7.5 m 0.5 m Banking trusted safe secure

17. Financial Service Goals  Buy more products  Use more services  Be company of choice  services  Social banking?  Personal relationship  Personal service Web StrategyGoals

18. Personal? I have money, investments, at multiple places I want advice, assistance at reasonable cost. I do lots of social things involving money Tell me stuff I need to or should know I want my bank to help, not hinder I have “Facebook” expectations of functionality I want to be able to do a lot by myself You must protect my data and my privacy I don’t want to tell you everything My bank is a safe place P S S S P S P P P P P S P S

19. Sample “New” Capabilities

20. What is ‘acceptable’ without sacrificing credibility? How to offer safe, personal service in a social world?

22. Thanks http://www.iangraham.org