Make sure to include all relevant regulatory and compliance requirements in your policy so employees know what is required of them when posting on behalf of the bank. This might include avoiding false or misleading statements, disclosing account numbers and other required information, and abiding by the bank’s code of conduct.
The internet never forgets, and there is no shortage of examples of social media posts landing companies and employees in serious hot water.
But internal flubs aren’t the only thing to watch out for when it comes to social media. When employees post on any kind of social media while representing the bank, they must be aware that their posts could impact customer opinion and trust in the business.
By creating a bank social media policy, you can set expectations around appropriate conduct online, such as avoiding offensive or controversial content, adhering to the same customer service expectations online as they do in-person, and refraining from interacting with disgruntled customers.
In addition, make sure your policy provides guidance on how employees should identify themselves when posting on social media not using their official bank email, how they should handle sensitive b2b leads information and any legal guidelines they must follow.
Your policy should also note that employees should be careful about how much information they share online. Discretion and professionalism are key when posting on social media as a bank employee.
Regulatory and Compliance
A good policy will make sure all staff understand the expectations set forward by their employer.
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Social media crises are a reality for any institution. No matter how carefully you craft your social media and customer service policies, there are bound to be times when customers or CE Leads members of the public have a negative response to your online presence.
Be sure to detail how to deal with public crises, political crises, customer crises, and internal crises.