Social media intro for banking employees

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My presentation on social media for an international private bank in Zurich. The presentation focused on providing an introduction to social media and key tips for employees who use social media for business.

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Social media intro for banking employees

  1. 1. Confidential. Do not copy or re-distribute ©LPC Understanding Social Media 17 July 2013
  2. 2. Confidential. Do not copy or re-distribute ©LPC Social Media what is it really? A collaborative and transparent way for individuals, communities and organizations to interact, share information and build mutually beneficial relationships. In other words, people having conversations online (with computers, tablets or mobile devices)… Source: LPC point of view, 2012 …powered by: • Blogs • Micro Blogs • Online Chat • RSS • Social Networks • Message Boards • Podcasts • Video Sharing Sites • Photo Sharing Sites • Virtual Worlds • Wikis (…just to name a few) 2
  3. 3. Confidential. Do not copy or re-distribute ©LPC Social Media what makes technology ’’social’’? All social technology can be characterized by three key attributes: The network effect: the output grows more valuable as the number of participants in the technology grows larger and the collective intelligence of the crowd is propagated 1 2 Empowerment of users: focuses on facilitating a user creation & “pull” of content and providing a means for simple, easy content generation, configuration, and consumption 3 Dynamism: facilitates rich, flexible, and interactive experiences to user participation and not just a static view of the environment 3
  4. 4. Confidential. Do not copy or re-distribute ©LPC Social Media what is it really? Source: LPC point of view, 2012 Focused on external interactions, for example marketing, customer relations, brand and eminence, and talent acquisition – for prospects, clients, partners, analysts, marketers, and job candidates BUSINESS 2.0ENTERPRISE COLLABORATION Focused on internal interactions, for example knowledge sharing, innovation, content creation and reuse, communication, and learning by employees Social Media 4
  5. 5. Confidential. Do not copy or re-distribute ©LPC The world has changed… 5
  6. 6. Confidential. Do not copy or re-distribute ©LPC People have changed… Individuals create, control and share content Users and communities are in control of the flow of information Younger generations pioneer the use of personal networks and viral communication 6
  7. 7. Confidential. Do not copy or re-distribute ©LPC Technology has changed… Cheap hardware and software reach the masses Web and mobile applications actively promote the participation of users Content is quickly shared globally 7
  8. 8. Confidential. Do not copy or re-distribute ©LPC Consumers have changed… Consumers have become advocates Consumers trust their peer network and community Consumers are less brand loyal 8
  9. 9. Confidential. Do not copy or re-distribute ©LPC …but have companies changed? 9
  10. 10. Confidential. Do not copy or re-distribute ©LPC Social Media has enabled customers in new ways Source: LPC point of view, 2012 The new Social Customer Uses online channels & comms tools Trusts in advice made by online friends & strangers Tends to buy more online than offline Wants to provide feedback about product & service Expects better customer experience online & offline Reads & creates product reviews, rankings Seeks to connect with like- minded peers Social Customer 10
  11. 11. Confidential. Do not copy or re-distribute ©LPC Stages of Maturity ValueCreation • Aware of Social Media but not used for business • No or only information monitoring • Aware of Social Media & impact on business • Monitor relevant online conversations & analyze for key messages • Able to participate in customer online conversations • Identified key Social Media channels to communicate brand message • Brand message tells company story • Structure to respond to customers set up • Embedded in existing customer service channels • Employees actively involved or encouraged • Actively participating in Social Media • Contribute value through content • Social Media channels contribute to strategic objectives Maturity Assessment Tool: http://www.lardipartner.com/smma/Social Media Maturity companies have varied approaches Source: LPC point of view, 2012 11
  12. 12. Confidential. Do not copy or re-distribute ©LPC Key tips for using social media as a bank employee 12
  13. 13. Confidential. Do not copy or re-distribute ©LPC13 1. Be transparent about who you are
  14. 14. Confidential. Do not copy or re-distribute ©LPC14 2. Make it clear that your views are your own - not the company’s.
  15. 15. Confidential. Do not copy or re-distribute ©LPC15 3. Never discuss classified company information
  16. 16. Confidential. Do not copy or re-distribute ©LPC16 4. Respect privacy
  17. 17. Confidential. Do not copy or re-distribute ©LPC17 5. Respect others
  18. 18. Confidential. Do not copy or re-distribute ©LPC18 There is no undo button…
  19. 19. This book presents the Social Media Strategy Framework, a guide to successfully identify and develop social media initiatives based on your business context and corporate strategy. The book includes case studies of successful social media implementation in business by companies in Europe. Learn more about the Social Media Strategy Framework and case studies at www.build-your-social-business.eu ***** “ Social media enables a means for partnership between organisations and their customers, leading to continuous engagement and deeper loyalty. This Framework guides companies in creating a strong foundation for this partnership.” – Jan Biller, Business Owner Online Support, Swisscom Social Media Strategy Step-by step guide to building your social business About the authors “ A strategic approach to understanding social media and its use in business helps us to manage brand reputation risks.” – Ferdinand Kobelt, Partner, Advisory Services, Ernst & Young ***** What people are saying Kamales Lardi is a business consultant and Managing Partner at Lardi & Partner Consulting GmbH www.lardipartner.com Dr. Rainer Fuchs is a product management expert and lecturer at the ZHAW School of Management and Law www.imm.zhaw.ch
  20. 20. Lardi & Partner Consulting GmbH helps companies get clarity on their strategic goals and find ways to reach them. Combining professional expertise with proven methodologies, we develop strategies, define pragmatic and measurable solutions and support our clients in implementing them. Our products and services include: - Social media and collaboration strategy - Reputation monitoring and management - Communication & PR - Executive decision dashboard - Operating model and process design Visit us at www.lardipartner.com

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