Digital ER – How to Triage, Treat, and Discharge Social Media Crises

Posted by Mikki Ware on October 14, 2014

If you break your leg, you know what to do – call 911 or head to the nearest Emergency Room. In the digital world, social media emergencies are more difficult to diagnose. What even constitutes a social media emergency? Who deals with it? What should response time be? Here are the most critical social media crises, and the 911 on how to handle them.

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Topics: compliance, Compliance, social media, Social Media, social media compliance, social media for banking, Social Media for Banking, social media for business, tips

Mobile Banking and Social Media: What’s Next?

Posted by Emily Lange Rodecker on September 9, 2014

A recent report shared that 173 million Americans own smart phones, and CNN reported that mobile apps overtook desktop usage for the first time ever in February 2014. While mobile adoption rates continue to grow amongst consumers, a recent study by Capgemini found that financial institutions are relatively slow to adopt mobile banking capabilities – much to the chagrin of their customer base. So what can banks do to increase customer satisfaction and expand on their mobile offerings?

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Topics: compliance, FFIEC, gremlin, mobile app, Mobile Banking, mobile banking, social media, social media compliance

Gremln Get Started Guide For Banks: 3 Key Steps For Social Media Strategy

Posted by Emily Lange Rodecker on May 28, 2014


So you have decided your bank needs a social media presence – great – now what? Before creating your social media accounts, the Gremln Get Started Guide outlines 3 key steps for a successful social media strategy:

1)     Determine Your Purpose & Voice – Decide how you plan to use social media to further your organization. Is it for brand awareness? Building relationships within your community, customer service, or all of the above? The goals you set for your brand on social media will determine the direction of your strategy. Additionally, you will need to define the “voice” of your social media to ensure your messages have the same tone across the board. Are you casual and fun, friendly, or more professional? Know your audience and choose the voice most representative of your brand.

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Topics: compliance, Compliance, facebook, FFIEC, gremlin, linkedin, social media, Social Media, Social Media Education, social media for banking, Social Media for Banking, strategy, twitter, twitter business, twitter marketing

FINRA: 5 Guidelines and Hacks For Compliant Social Media

Posted by Mikki Ware on May 6, 2014


In 2011, FINRA (Financial Industry Regulatory Authority) issued two notices and a new rule geared specifically to electronic communications with social media. Generally speaking, financial services organizations can assume that social media falls under the rules of any other business-related electronic communications in terms of recordkeeping, suitability, supervision, and content. However, certain aspects of social media, such as third-party posts and data feeds, require further oversight.

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Topics: compliance, Compliance, FINRA, social media, Social Media, social media compliance, Social Media Education, social media for banking, Social Media for Banking

Banks, Don't Bore Your Customers: 3 Ways To Succeed At Social

Posted by Mikki Ware on April 8, 2014

Banks and financial institutions face a number of challenges when it comes to digital marketing, particularly with social media. Compliance and privacy issues pose unique challenges for financial marketers who recognize the benefits of having an online presence, but are beholden to guidance from the FFIEC, FINRA and SEC. Still, some banks and credit unions are successfully leveraging social media to further their brands. Susquehanna Bank is a Lancaster, Pennsylvania-based bank operating over 260 branches in four states including Pennsylvania, Maryland, New Jersey and West Virginia. The bank engages its more than 15,000 Facebook followers with weekly features such as “Where is it Wednesday?” and “Trivia Tuesday” — as well as social responsibility campaigns dedicated to helping those in need.

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Topics: compliance, Compliance, facebook, FFIEC, social, social media, Social Media, social media compliance, Social Media Education, social media for banking, Social Media for Banking, social media marketing

Social Media Archiving for Regulated & Non-Regulated Industries

Posted by Emily Lange Rodecker on March 13, 2014

Let’s talk about social media communication and record retention. That’s right -- archiving. Riveting stuff, we know. But really -- keeping strong archives could be the difference between happiness, sunshine, and lollipops or facing fines, lawsuits, & PR nightmares. Yikes.

If you’re in a regulated industry like finance, healthcare, or pharmaceuticals – archiving your social media activities is most likely mandatory. Even if it’s not a legal requirement, it’s certainly considered a good rule of thumb.

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Topics: archiving, Business, compliance, Compliance, regulations, social media archive regulations, social media archiving, Social Media for Banking, Social Media for Healthcare, social media record retention, social media record storage, social media records, social media regulations

Healthcare: 3 Tips To Safely Enter The Digital Landscape

Posted by Emily Lange Rodecker on March 3, 2014

Certain industries such as healthcare have faced challenges implementing social media due to privacy compliance issues. The HIPAA Security Rule, on the books since 2005, establishes standards of protection for personal electronic health information that is created, received, used, or maintained by any health organization. This includes messaging transmitted via social media – which means it’s even more important for companies to ensure they acquire the right tools, create a social media policy, and train their team to be well-versed in social media best practices. Because what you might think is a minor piece of information – such as hinting at a patient’s identity or personal health information (PHI) -- can land hospitals and facilities in hot water.

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Topics: compliance, Compliance, healthcare, healthcare compliance, HIPAA, regulated industry, social compliance, social media, social media compliance, Social Media for Healthcare, social media regulations

Protect Your Brand from Bad Language

Posted by Emily Lange Rodecker on November 12, 2013

Four letter words. Yuck. You know the ones we mean… that bad language that makes you cringe when you see it coming from the wrong source -- like a brand's Twitter handle. We all like to think that we would never be that social media manager who makes the mistake, but what can you do to really ensure it never happens on YOUR company's accounts?

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Topics: brand damage, Business, compliance, Compliance, compliant social media, filtration, moderation, risk management, secure social media, social branding, social media, social media for business

Social Media & Banking: Gremln Get Started Guide - Part 4

Posted by Emily Lange Rodecker on November 6, 2013

LinkedIn: The Professional Social Network

As the “professional” social network, LinkedIn is particularly beneficial to those in the financial services industry. Not only can you position yourself and your bank for others to find your services, you can actively monitor your clients’ profiles to stay abreast of major life changes – promotions, relocations, and retirements can all mean changes in a person’s financial situation, one that may just require your expertise.

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Topics: compliance, compliant social media, linkedin, social banking, social media, social media 101, social media and banking, social media compliance, social media education, Social Media Education, Social Media for Banking

Get Time on Your Side! 7 Ways Gremln Can Save You Time on Social Media

Posted by Emily Lange Rodecker on August 20, 2013

The world of social media is continuously expanding; new social networks pop up regularly and the number of people with Twitter accounts, Facebook profiles, and a LinkedIn presence grows by the minute. Needless to say, when it comes to social media - you can easily spend huge amounts of your very precious time feeling lost at sea.

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Topics: Business, compliance, facebook, features, gremln, Gremln News, linkedin, moderation, saving time, social media, social media dashboard, Social Media Education, social media for business, social media management, twitter, twitter lists

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