At ICBA, we understand the importance of reputational risk and the responsibility you have to protect your bank’s reputation, which includes the fast-paced world of social media. Listening is key. That’s why we now offer exclusively to ICBA members a premier social media monitoring solution. This no-cost member benefit helps you stay connected with your customers so you know who’s talking about you, what’s being said, and what’s taking place in the virtual world. ICBA Social Media Monitor searches millions of tweets, Facebook posts and blogs and hundreds of other social networks for any mention of your brand and aggregates the results into a simple daily email alert.
Are you ready to sign up for ICBA Social Media Monitor?
1. Why should I be concerned with Social Media Monitoring?
Social media is affecting the way we all do business. Tweets, posts, blogs and social networks have changed the way customers and businesses communicate. Individuals now have the ability to comment on an experience while it’s happening using their cell phone and a social media outlet. We understand the importance of reputational risk and the responsibility you have to protect your bank’s reputation on social media. That’s why ICBA Social Media Monitor is the perfect tool to aid in listening to the conversation online.
2. What is ICBA Social Media Monitor?
ICBA Social Media Monitor is an online monitoring tool designed to capture what is being said about your bank on the Internet. ICBA Social Media Monitor searches millions of tweets, Facebook posts and blogs and hundreds of other social networks for any mention of your brand and aggregates the results into a simple daily email alert.
3. How do I register for ICBA Social Media Monitor?
Registration is simple. Visit www.icba.org/webmonitor and fill in the form provided. Please note that only one person may sign up to receive alerts per bank.
4. What keywords or phrases should my bank monitor?
ICBA Social Media Monitor will search up to five (5) keywords or phrases significant to your bank. Common keywords and phrases that your bank should monitor are bank name, bank abbreviation (note: this may also capture many other social media slang and shorthand), bank president’s name, popular products and services, competitors, or other common key slogans associated with your bank and its branding.
5. How do I change my keywords or update my account?p>
Simply email email@example.com and include your bank name, email address, additional contact information and list of new keywords and phrases to monitor.
6. What if nobody ever mentions my bank in anything—that’s good, right?
Yes and no. Social media and mentions are not just about complaining or venting about being unhappy; people also talk about how happy they are with you and how valuable you are to them and will eagerly promote you to others. Not having any conversation about you is in the long run like having a business and not advertising or having a sign to let people know you are there.
7. What if my bank is mentioned in a derogatory way or the information posted is not accurate?
First, don’t panic. Social media is driven by the people that listen and post. Often a disgruntled post is met with a positive post from a very satisfied customer. After all, your best advertising is a happy customer. If a trend of negative posts begin to appear, you are being informed by your customers (both present, past and future) that there is a problem, whether real or just a perception. It is perfectly acceptable to make your own post that indicates you are aware of the problem or perception and you will be addressing it or have already addressed it.
Customer Post 1 “That teller line is always backed up on Friday’s, they never seem to have enough people. The drive-thru is worse!”
Customer Post 2 “Yeah, they never have enough people to handle the traffic. They definitely have lots of windows available. They should hire more people.”
Customer Post 3 “I used to work there; they are really tight with their schedule and didn’t want to pay people to be on the teller line”.
Appropriate Bank Response: “We agree with you that the lines are long and we need to do a better job of making sure we are fully staffed during those peak hours. Thanks for the feedback. We’ll be making some adjustments this Friday. Let us know how we’re doing.”
8. We recently had some Facebook mentions and the system did not pull them. Is it still working?
Since Facebook has strict privacy protections, ICBA Social Media Monitor has to honor these requests. Therefore, if someone who has a private or protected profile mentions your bank or keyword, the system will not pull these mentions.
9. My keywords are getting many irrelevant hits, is there a better way to narrow them down?
With very similar bank names (First National Bank or Farmers State Bank), there is no way to differentiate between your bank and another similarly named bank in another state. The best way to get around this issue is to brand your bank's name with something specific so that customers know to mention your bank that way on social media. Specifically for bank abbreviations, it's hard to narrow which ones are relevant to your bank due to the fact that social media has a lot of slang and shorthand that can confuse the system when pulling your keywords.
10. Who should we contact if we have more questions?
Contact Jessica Etter or Ann Chen at (800) 422-8439 or e-mail them at firstname.lastname@example.org.