WHAT S NEW WITH SOCIAL MEDIA TODAY? By: Susan Wind

Transcription

1 WHAT S NEW WITH SOCIAL MEDIA TODAY? By: Susan Wind

2 OVERVIEW Types of Social Media How to Connect with Your Customers on Social Media How banks are using social media to market their products Dangers of social media (hackers, privacy, breaches) Scams Bullying Consequences Legal Liability Policies Safety Protocols

3 TAKING A LONELY

4 COMMON TYPES OF SOCIAL MEDIA What types of social media do the banks use? Facebook (500+ million users) Twitter (155+ million tweets a day) Wiki Blogs YouTube (3 billion+ videos daily) Linkedin (100+ million members) Instagram occasionally SnapChat younger college audience

5 WHY USE SOCIAL MEDIA Market new products Gain Publicity Improves Customer Service Helps people get loans/access credit Reduces costs Improves Efficiencies Education Public Awareness Online Surveys Online Check Ins through GIS

6 HOW TO CONNECT WITH YOUR CUSTOMERS ON SOCIAL MEDIA Create your company brand on social media Use key words to draw your customers to your websites and apps Post blogs regularly Monitor the apps and websites regularly Share relevant news stories on social media Post videos and pictures Advertise

7 HOW TO CONNECT WITH YOUR CUSTOMERS ON SOCIAL MEDIA Demonstrate your products (through videos or stories) Showcase your products Engage your customers Offer rewards and promotions Support the community or a good cause Encourage customer feedback

8 USING THE HASHTAG Brings attention to your posts Used for search criteria Categorizes content Trending hot topics Analytics used to show when the best time/day for posting your comments/tweets/messages

9 HASHTAG EXAMPLES Target your customers by their interests - #traveldeals #lowinterestloans Target by locations - #Columbia #Charlotte Facilitate your promotions or #bankgivesfreecoffee, provide links Promote events - #BankNamelivedate Build your brand!

10 SOCIAL ENGINEERING CONTINUES Mobile applications Text messages s Phone calls

11 STATISTICS Why are more social media scams taking place? More people (individuals and businesses) using social media today 157,000 million users today on Twitter (14% increase from last year) Over 1 billion people use Facebook (21% increase) 700 million users on Instagram today (25% increase) Companies are communicating more with social media apps

12 SCAMS ROMANCE SCAMS ON THE RISE In the U.S., romance scams account for the highest financial losses of all internetfacilitated crimes The bureau s Internet Crime Complaint Center said it received 15,000 romance scam complaints last year a 20 percent increase over the previous year. Reported losses exceeded $230 million, but the FBI puts the true number much higher, estimating that only about 15 percent of these crimes are even being reported. (

13 SCAM

14 ROMANCE SCAMS According to FBI data, 82 percent of romance scam victims are women and women over 50 are defrauded out of the most money Using fake profiles on online dating sites and social networks, including Facebook, scammers troll for the lonely and the vulnerable. They promise love and marriage and build what feels like a very real relationship to the victim. According to the FTC (2013), people who had experienced a negative life event in the previous 24 months lost a spouse, divorced, separated or lost a job were twice as likely to become the victim of a scam.

15 ROMANCE SCAMS Victims are embarrassed to report the crime Currently, the vast majority of online romance scams aimed at the U.S. originate in Ghana and Nigeria More originating today from Britain and Canada Terrorist organizations committing scams to fund criminal enterprise

16 PREVENTION METHODS Check the profile of new friend requests, especially if you have only met the person online. Look out for: new profiles with limited content hidden friend lists or friend lists full of people of the opposite gender profiles that read like a dating profile grammar and spelling errors. Do an image search of your admirer to help determine if they really are who they say they are. You can use image search services such as Google or TinEye. Don t share personal information or send money to someone you ve never met in person. Be cautious when sharing personal pictures or videos, especially if you ve never met them before in person. Scammers are known to blackmail their targets using compromising material.

17 DANGERS OF SOCIAL MEDIA Public settings (default) Fraud Identity Theft Computer Breaches Stalking Harassment Cyber Bullying

18 FRAUD AND IDENTITY THEFT Social Media profiles are targeted Key features are noted (family names, locations, schools attended, etc.) Malvertising Scams Breaches GIS features let someone know where you are (Check In Features)

19 CYBER BULLYING Friends, co-workers, family post inappropriate messages and photos online Pictures that have not been approved Slander/Defamation of Character Spreading Rumors Sexting photos/videos Threats

20 CONSEQUENCES Asked to leave position/company Follows you through life Background checks will reveal information put on social media Law Suits (Criminal and Civil)

21 USE SOCIAL MEDIA FOR HIRING PURPOSES Conduct Background Checks Use search engines to investigate people Consider following someone on social media (get the real picture )

22 NEWS/CASES Prison Official fired over Facebook Post Waitress Fired After Complaining About Bad Tips on Facebook Bartender Fired After Racist Facebook Rant Goes Viral Company Unfairly Fired Worker Over His Facebook Posts, Says Feds Philly Hospital Employee Fired Over Racial Social Media Comments

23 DOES YOUR BANK HAVE A POLICY ON SOCIAL MEDIA USAGE? Employees are allowed to associate themselves with the company when posting something applicable to the business Content pertaining to sensitive company information should not be shared to the outside online community Proper copyright and reference laws should be observed by employees when posting online Dishonorable content such as racial, ethnic, sexual, religious, and physical disability slurs are not tolerated

24 DOES YOUR BANK HAVE A POLICY ON SOCIAL MEDIA USAGE? The bank reserves the right to edit or amend any misleading or inaccurate content depicted in blog posts, websites or apps Assigned personnel will be in charge of posting and/or approving social media posts related to the organization If someone chooses to identify themselves as company employees in their personal social networking accounts, they must state explicitly and prominently that any views expressed are their own and not those of the employer or any person or entity affiliated with the employer questionable! Employees should not provide links to the company's external or internal websites from their personal social networking accounts

25 DOES YOUR BANK HAVE A POLICY ON SOCIAL MEDIA USAGE? Prohibit use of the company's logos, marks and other intellectual property without prior written consent All social networking activities for work-related purposes must maintain and reflect the company's standards for professionalism, including proper tone and subject matter Outline appropriate behaviors online in your policies! Employees are not allowed to use social networking accounts to harass, threaten, libel, malign, defame, disparage or discriminate against co-workers, managers, customers, or anyone else The organization may also prohibit employees from using the organization s address when registering for personal-use social media sites or conducting personal business on social media Specify whether or not employees can communicate on social media apps/websites during work time or on their own time

26 TRAINING Annual Training is key Policies should be accessible Include All Employees New Hire Orientation New Employees All Existing Employees Management Sales/New Accounts Operations Centers

27 ESTABLISHING POLICIES Determine what types of social media websites are used by the Financial Institution Policy should outline the strategic plan Accountability (on employees) establish this Types of postings allowed by the Financial Institution Auditing how will this take place, who is in charge, etc. Risk Assessments should include social media

28 THE FIRST AMENDMENT AND SOCIAL MEDIA Controversial Complex and gray area of the law There are protections in the law for employees to speak out on matters of public concern or the conditions of the workplace, but they are not absolute Laws are trailing behind social media and technology

29 THE FIRST AMENDMENT AND SOCIAL MEDIA Speech that constitutes a true threat has traditionally had no First Amendment protection New case law in effect Judges will favor (in most cases) the employer (not the employee) You have the right to say what you want based on the 1 st Amendment, but does this mean an employer wants you to represent their organization?

30 TERMINATE EMPLOYEES OVER SOCIAL MEDIA Challenges Policies are analyzed Consult with Lawyers and State/Federal Labor Laws With limited exceptions, a private employer can lawfully fire an employee for posting an embarrassing or offensive statement on social media (define limited exceptions contracts, collective bargaining, etc.)

31 CLEANING UP A MESS Investigate all posts on social media Save the evidence (screen shot all posts that could be used in a law suit) Send letters/post messages in response to any offensive social media comments Examples - Apologize, explain how the company does not tolerate the behaviors or agree to any of the suggested comments, restate their ethics/mission statement

32 REMINDERS Outline the purpose for the policy Delegate an employee to be in charge of the social media websites/apps in your bank Establish proprietary and confidential information Outline Privacy Expectations Outline consequences Define terms, show specific examples Signed Contract

33 PROTECT YOURSELF ON SOCIAL MEDIA Do not share passwords Do not accept just anyone Know your followers Refrain from putting out personal information Get approval from your employer if you are unsure of content Do not open links or s from unrecognized sources Think twice before putting something in writing Delete does not exist - everything can be retraced in Cyber Space

34 QUESTIONS? Thank you! For more information please contact Susan Wind at

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