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

support@socialassurance.com

?

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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

Ann ChenAnn.Chen@icba.org

202-821-4346@annj_chen

LinkedIn.com/in/annjchen

Ben Pankoninben@socialassurance.comoffice 402-875-5636 x1001@benpankoninLinkedIn.com/in/benpankonin