2. What is Social Media?
According to FFIEC Guidance, social media is considered to be:
“A form of interactive online communication in which users can
generate and share content through text, images, audio, and/or
video. Social media can take many forms, including, but not limited
to, micro-blogging sites; forums, blogs, customer review web sites
and bulletin boards; photo and video sites; sites that enable
professional networking; virtual worlds; and social games. Social
media can be distinguished from other online media in that the
communication tends to be more interactive. For purposes of this
Guidance, messages sent via traditional email or text
message, standing alone, do not constitute social media”
4. How is Social Media used by Financial Institutions?
Advertising
Marketing
Incentives
Contests
Community Outreach
Engaging Potential Clients
Responding to Information Requests
Receiving Complaints
5. Why does it matter?
Social media is the new word of mouth.
What used to be shared to one or a few people at a time, can
now be shared to hundreds even thousands of people in an
instant.
For that reason, Financial Institutions must monitor what is
being said about them, and keep all online interactions
positive.
6. How does this impact me as an employee?
Your interactions through social media can impact not only the
public’s perception of you as a professional, but can also impact the
perception of your institution.
When you engage online as an employee of your institution, you
should interact in the same way as you would if you were standing
in front of a lobby full of customers: professionally, politely, and
careful not to share any non-public customer information.
Basically, any policy that applies to you while you are in the
office, applies to you while you are online.
7. What are some things you SHOULDN’T do?
You should not share information about your institution that is private or
derogatory:
You should not share NPCI or ask people you know about their banking
business online:
8. What are some things you SHOULD do?
Help customers get to the right place:
Network with colleagues through professional sites like LinkedIn:
9. If all else fails…
If you’re not sure about whether or not something you see or
post online is appropriate, discuss it with your manager
before commenting or responding.
Your reputation, and your institution’s is on the line. Using
common sense and professionalism at all times is key. If you
wouldn’t shout out what you have to say in front of your boss
and a group of customers, then you shouldn’t post it online.
