Case Study: Six Principles for Social Success in Financial Services Presented by: Joanna Belbey, Social Media and Compliance Specialist, Actiance, Inc www.bdionline.com

1. Six Principles for Social Success in
Financial Services: Case studies, Trends
and Regulatory Requirements
Joanna Belbey
Social Media and Compliance Specialist
http://www.linkedin.com/in/belbey #BDI1 @Belbey
@belbey
https://about.me/belbey
Confidential and Proprietary © 2012, Actiance, Inc.
All rights reserved. Actiance and the Actiance logo are trademarks of Actiance, Inc

2. Agenda
About Actiance
State of the Nation
Social Media Maturity Curve
Social Media – a Powerful Marketing Tool
The Six Essential Principles for
Social Media Success
Upcoming Webinars, Materials
#BDI1 @Belbey

3. Why are we presenting to you today?
Joanna Belbey
Social Media and Compliance Specialist
FINRA Education Department
Running training firm
I help firms use social media while complying with the regulations
Twitter: @belbey, @actiance
LinkedIn: http://www.linkedin.com/in/belbey
About.me/belbey
My biggest challenge?

4. About Actiance
A decade of expertise, a history of firsts
Global Operations
• 3 US offices, three continents
• 210 employees
Dedicated Social Engagement Team
• Partnering: networks, platforms, service providers
• Regulators: FINRA, IIROC, FSA, SEBI…
• Best Practice enablement, education
Client Engagement
• 9 out of the top 10 US Banks, Top 5 CDN Banks
• 284 FINRA firms
• 100,000 Social Networking users under license
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5. Why Customers Select Actiance
“We chose Actiance because they had the resources and
partnering culture to help us with our long term strategy”
– VP Technology, Interactive Marketing, Top 3 Wirehouse
“Actiance’s platform allows us to execute our long term vision of
integrating our internal social platforms with consumer networks”
– SVP & CIO, Major Mutual Fund Company
“Socialite Enable and Engage offer the best mix of compliance and
marketing capabilities allowing our advisors to develop their
personal brands”
– Marketing Director, Top Regional Brokerage
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6. 97.09% of people questioned in a survey said their
buying decisions are influenced by social groups

7. Social media usage
A majority of respondents indicate using social media for one or more
business purposes.
SOCIAL MEDIA USAGE
For which of the following business purposes do you use social media today?
Respondents
under 35 are
more likely to
use social
media for
business
purposes
than those 55
or older (68%
vs. 45%)
Base: all respondents in 2012 (1,428) and 2011 (1,597); multiple responses.

8. Social Media Maturity Curve
Early Majority
Early Adopters • Corporate SM
• Corporate Presence presence
Early Consideration
• Acceptable use policy • Social media usage
• Some Corporate by distributed teams
• Social media being
Presence advisors
used by distributed
Pre-Consideration • Banned/ restrictive teams/advisors • Acceptable use policy
policy in place
• No Social Presence • Need to: use social to • Next step, use social
• Pilot program for develop, strengthen to develop, strengthen
• Restrictive social
content distribution relationships, for relationships, for some
policy
might be in place some also as a sales also as a sales channel
• No Social Tools channel
• Need to: justify • Previous concerns
• Need to: identify distributed teams about IIROC and/ or
options, best practices usage impact of social media
overcome by market
acceptance and
demonstrable results.
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9. Case Study: Wealth Management Firm (NJ)
Outline Real Results
LinkedIn Only LinkedIn Connection retirement
Listening is Key, watching status change = $2.75m account
acquisition
connections who matter
– Job Change noticed on
Using Social as an integral Status Update = 401k rollover
element of communications mix – FA obtains 400 new
to spot change prospects in Energy market
– New Commercial Account
Opportunity through
colleagues LinkedIn
Connections

10. Case Study: RW Baird
Outline Real Results
LinkedIn Already Available to @MaryS_rwbaird
1200 – 51 followers
Veteran Advisers, tech savvy – 93 Tweets (at the time)
Authentic Content – $1m prospect

11. Social Media – A Powerful Marketing Tool
Proven to attract customer attention
Promotes customer loyalty
Enables companies to communicate with hundreds
of thousands of people at once
Increases opportunities for “viral” transmission
of information about you or your
services
Allows companies to interact
on a more personal level
with customers
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12. The Advantages of Social Media
It’s free or relatively inexpensive
It’s interactive
It offers immediate, direct feedback
It’s adaptable
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13. e

14. Slow Adoption by Financial Services Firms
Demanding oversight of online communications
are required (SOX, FRCP, GLBA)
Regulations governing electronic communications –
FINRA, SEC, IIROC, FSA, SEBI (record keeping,
advertising, suitability, supervision)
Fear of data leakage, malware and viruses
Banks, credit unions and brokerage houses are
typically slow to change
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15. So why is social important to us in Financial Services?
In the USA Gen Y accounts for $2.4 trillion worth of personal income
In 2025 Gen Y will account for 46% of personal income
Source: Javelin Research
http://www.stltoday.com/business/local/article_719f49d8-15e6-5c5d-
94b7-992ab12d9f97.html?print=1
Based on 26,749 online adults, USA, Source: Forrester Research, June 2011

16. Mobile, Social and Finance
“5 billion people in the world who have phones, and a billion people using
Facebook. There are actually already 600 million people using Facebook on
phones, so that's growing really quickly.“
Facebook CEO Mark Zuckerberg , October 4, 2012
Mobile phones and mobile Internet access are in widespread use
87% of U.S. population has a mobile phone
44% of mobile phones are smartphones
84% of smartphone users have accessed the Internet on their phone this week
Changing the way consumers access financial services
Check account balances or recent transactions
Texts from banks for “low balance alerts” , transfer money between accounts
Check balance / credit before making purchases
Manage finances (track purchases and expenses)
Mobile payments
Unbanked and underbanked
Board of Governors of Federal Reserve System

17. Contact

18. 20% of enterprises that employ social
Media beyond marketing will lead their industries
in revenue growth by 2015. GARTNER, MAY 2011

19. The Six Essential Principles for Social Media Success

20. Principle 1: Strategy
Social media is just another way to broaden your reach
Companies are successful in their social media use
when social networking is part of the corporate DNA
– Executive sponsorship. Senior management embraces
social media as a way to reach customers, prospects, and partners
– Executive engagement. Senior management understands the value and
they are enthusiastic about the opportunities
– Part of the corporate culture
– Eliminate politics and streamline “Social Media is a part of the
content approvals mix, not the solution”
GARTNER
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21. Principle 2: Personal Brand
You, Dear Reader, are my most valuable asset
17% of consumers trust a brand. 70% trust recommendations
given by friends and connections
Consumers are starting to purchase products through social media
Movenbank requires individuals to register on Facebook
ICICI Bank enables use of social to login
in to one’s bank account
Long-term objective: consumers and
customers engage with the brand as
embodied by individual employees
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22. Principle 3: Relevant Content
Content is King: use the personal approach
Deliver compelling, informative and entertaining content
Start with pre-approved content
Develop a library of interesting insights, investment
challenges, wealth management tips, etc.
Strive for personalized, unique
content that informs your
connections about you.
Don’t just broadcast a brand
message
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23. Principle 4: Crowdsource
Empower the Social Consumer to work for you
Convert consumers into evangelists promoting your
products or services
Before making buying decisions, consumers research
online and seek recommendations from their network
Provide useful information that
establishes your expertise
and is worth sharing
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24. Principle 5: Education
Key Elements of a Social Media Training Program
Understand the role of social media in sales and
marketing
Establish your social media objectives
Select which social networks are best for you
Avoid regulatory pitfalls
Build a network
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25. Principle 5: Education (cont.)
Follow best practices to build out and maintain your
network
Integrate social media activities with corporate systems
Analyze metrics to assess
engagement levels of network
Adjust your social media program
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26. Principle 6: Analytics
Measuring clicks vs. measuring engagement
Comments are more valuable than “likes” and shares
are more valuable than comments
The number of followers on Twitter, LinkedIn and
Facebook is an important metric
Active listening leads to effective engagement
Create your own real-time data stream
One measure of social media success
is gamification
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27. Six Social Principles for Success
Create Integral Strategy Develop Personal Brand Crowdsource Content
Leverage Customers Educate and Train Measure & Analyze
Norv Leong
Director, Product Marketing

28. Webinar Series
The Six Essential Principles for Social Media Success
The Legal Issues of Social Media
Social Media Best Practices- Implementation Checklist
Social Networking USA- Compliance for FINRA Regulated
Organizations
Social Networking USA- Compliance for SEC Regulated Organizations
Social Networking Canada- Compliance for IIROC Regulated
Organizations
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29. Contact Information
info@actiance.com
@Actiance, @belbey
Further reading:
Marketers Guide to Social Media in
Financial Services
IIROC and FINRA requirements mapped
to Facebook, LinkedIn, and Twitter features
Social Media Handbook
Osterman Research:
The Impact of New Communication Tools
for Financial Services Firms
Actiance Collateral Library
http://actiance.com/products/collateral-library.aspx
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30. Thank You
Joanna Belbey
Social Media and Compliance Specialist
http://www.linkedin.com/in/belbey
@belbey
Confidential and Proprietary © 2012, Actiance, Inc.
All rights reserved. Actiance and the Actiance logo are trademarks of Actiance, Inc