best practices in social media monitoring for community banks
DESCRIPTION
Best Practices shared by Social Assurance CEO, Ben Pankonin and ICBA Social Media Director, Ann Chen. For more info, visit http://www.socialassurance.com/webinars/TRANSCRIPT
#SMMBank
Bank Social Media Monitoring
Best Practices
#SMMBank
#SMMBank
AGENDA
IntroductionsICBA and Social Media Using Social Monitor LiteCommunity ManagerPost Examples/ResponsesFollow-up
?
#SMMBank
Introduction
Ben PankoninSocial Assurance
Ann ChenICBA
#SMMBank
How it Began…
• Why should community banks pay attention to social media?– Not a fad, going to stay– FFIEC proposed guidance:
reputational risk (what’s being said about you?)
– Are banks even paying attention?
• 2010: Social Media Monitor
#SMMBank
Changing With The Times
• More and more community banks now paying attention to social
• What’s the next step?
#SMMBank
Listen
Manage
Comply
Marketing Management for Financial Services
Trusted by 1,000+ FIs
#SMMBank
Social Media Monitor Lite
#SMMBank
Web Monitoring• Blogs• News Sites• Forums
Social Monitoring• Mentions of Brand• Mentions Directly
@2ndStateBankVs 2nd State Bank
Web MonitoringNews, blogs, etc
Social Search Terms“Second State Bank”
Web Trends“Coca-Cola is
Trending positive”
Social Mentions(direct messages)@2ndStateBank
Social Monitor Lite
#SMMBank
Social Media Monitor Finds:
• Social Posts (Public)• News articles• Blogs
#SMMBank
#SMMBank
#SMMBank
#SMMBank
Keywords
Most Common• First State Bank• Citizens Bank• Bill Jones
ConsiderInclude:• City(s)• State(s)Exclude:• Citizens Bank and
Trust• City/State
#SMMBank
THE COMMUNITY BANK COMMUNITY MANAGER
What’s my Role?
#SMMBank
What Are We Building?
An audience tunes in when they are told to
A fanbase chooses when and where to watch
An audience changes the channel...A fanbase shares, comments, curates,
creates…
Alex Carloss: http://youtu.be/GrpolzBsdq8
#SMMBank
PROCEDURE
#SMMBank
Listen Then…
• Archive• Track Activities (who done it)• Engage / Respond• Report (Activities, complaints, etc)
#SMMBank
POST EXAMPLES
#SMMBank
Positive Post
• Email Branch Manager• Repost article
#SMMBank
Ignore
Social media can prevent bear attacks.
#SMMBank
Negative
#SMMBank
Webinar:Understanding Online Review Sites
August 7th 10:30AM CDT
August 12th
2:30PM CDTor
http://socialassurance.com/webinars
Register
#SMMBank
Contact
202-821-4346@annj_chen
LinkedIn.com/in/annjchen
Ben [email protected] 402-875-5636 [email protected]/in/benpankonin