1. Social media is driving organizational and cultural changes within financial services by exposing structural, operational, and cultural weaknesses and raising customer expectations around responsiveness. 2. Successful organizations that thrive in this new environment are trusting, open, agile, informal, and collaborative - allowing for real-time decision making, transparency, responsiveness to feedback, creativity, and collective input. 3. Traditional hierarchical and bureaucratic cultures within financial institutions struggle to adapt and respond quickly to the demands of social media and connected customers.

1. Social Media as a Driver of Organisational & Cultural Change Within Financial Services Martin Thomas @crowdsurfing

2. “ Digital communications is a destabilizing force in a bureaucratic environment. And I am sitting right in the middle of a bureaucratic environment.’” Senior corporate communications director “ We’re not set up for this shit” UK CEO

8. Nordstrom Revisited “ Prescriptive rules have the effect of infantilising staff & make it harder for them to adapt to different situations. This goes as much for digital communications as for selling socks … Like the Nordstrom handbook we’re trusting staff to follow the spirit, not just the letter, of our guidelines” Meg Pickard, writing about The Guardian’s new social media guidelines, November 2010

9. How to Build an Empire “ Presumed Competence”

10. Trust Your Own People

12. Openness is more than this …

14. A Simple, Proven Formula Openness Trust

16. Acceleration of News Agenda 1952 Lynmouth flood disaster 1988 Piper Alpha explosion May 2008 Sichuan Earthquake Jan 2009 Hudson River plane crash Spring 2011 Live blogging during Arab Spring 2 days 1 hour 30 minutes Real Time Real Time+

18. Crisis Management in Real Time

25. @crowdsurfing Get your organisation & culture right … & the social media will look after itself … & it will also make you a better business