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Best Practices in Social Media Monitoring for Community Banks
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Transcript of Best Practices in Social Media Monitoring for Community Banks
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Bank Social Media Monitoring
Best Practices
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AGENDA
IntroductionsICBA and Social Media Using Social Monitor LiteCommunity ManagerPost Examples/ResponsesFollow-up
?
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Introduction
Ben PankoninSocial Assurance
Ann ChenICBA
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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
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Changing With The Times
• More and more community banks now paying attention to social
• What’s the next step?
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Listen
Manage
Comply
Marketing Management for Financial Services
Trusted by 1,000+ FIs
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Social Media Monitor Lite
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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
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Social Media Monitor Finds:
• Social Posts (Public)• News articles• Blogs
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Keywords
Most Common• First State Bank• Citizens Bank• Bill Jones
ConsiderInclude:• City(s)• State(s)Exclude:• Citizens Bank and
Trust• City/State
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THE COMMUNITY BANK COMMUNITY MANAGER
What’s my Role?
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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
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PROCEDURE
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Listen Then…
• Archive• Track Activities (who done it)• Engage / Respond• Report (Activities, complaints, etc)
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POST EXAMPLES
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Positive Post
• Email Branch Manager• Repost article
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Ignore
Social media can prevent bear attacks.
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Negative
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Webinar:Understanding Online Review Sites
August 7th 10:30AM CDT
August 12th
2:30PM CDTor
http://socialassurance.com/webinars
Register
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Contact
202-821-4346@annj_chen
LinkedIn.com/in/annjchen
Ben [email protected] 402-875-5636 [email protected]/in/benpankonin