Monday, October 31, 2011

Social Media Crisis Training - Mandatory For All Bank Employees?

On October 7, 2011, the Occupy Santa Cruz movement made life much more difficult for banks - large and small.  On the third day of an Occupy event in the small coastal town, an event took place that has likely turned upside down the life of a Bank of America branch manager.  This same event should have the Bank of America training department scrambling to address an important issue: how to handle confrontations with customers and protesters to avoid public relations disasters.

The October 7th incident involved several woman seeking to close a Bank of America account.  The women entered the branch with protest signs and a video camera.  The branch manager upon noticing the women immediately acted by politely asking the women to leave the branch.  The entire exchange was captured on camera and subsequently released on YouTube.  The video has been broadly distributed, resulting in hundreds of thousands of views, causing continued damage to the Bank of America brand as well as likely affected the branch manager.


A few thoughts came to mind as I watched the video.  First was whether Bank of America senior management had provided its branches with guidance regarding how to handle protesters.  In this case, while the protesters were carrying signs and a camera, they appeared quite passive.  This was clearly a set up and the branch manager played directly into their hands when she indicated that they could not be both a customer and a protester and kicked them out.  As a former branch employee, I appreciate the feelings that overcome someone when things go sideways in the branch.  And as such, it is hard for me to be too critical of the employee for reacting as she did.  However, perhaps banks should roll out training that requires employees to first evaluate the scene - especially if cameras have been used.  And while hindsight is 20/20, in this case, having an employee calmly close the account would have been the best option for diffusing the incident.  Perhaps some vignettes would help get the point across.  Because, while the Occupy movement may or may not die out soon, similar approaches are likely to continue in the age of YouTube.

Another thought is having banks establish a clear policy regarding the use of video cameras within the branches.  Many gyms post policies regarding the use of cameras in their facilities.  Banks should determine their own.  And while they need not post the policies, managers should know the policy and be able to calmly describe and provide a copy of the policy to individuals in a manner that will not make for a good smear video.


Times have changed.  Bankers hope only temporarily.  But they have changed.  Every bank employee must recognize that he/she is an ambassador of the organization.  Everything they do may be used positively or negatively in social media.  The more aware employees are of their role as brand ambassadors the better off everyone will be.

41 comments:

  1. V P Associates Chartered Tax Advisors and Chartered Certified Accountants, represent an authoritative source on most aspects of tax and specialise in the following: Self-Assessment Tax advice, Self Employed Tax Returns, Company and Corporation Tax advice, Capital Gains Tax advice, Buy-To-Let Property Tax advice, Tax Planning and Tax Consultancy Services. With over 25 years of experience in the business of providing expert tax advice, V P Associates Chartered Tax Advisors offer valuable information to clients to help them save money, reduce and mitigate tax. V P Associates, Chartered Tax Advisors & Chartered Certified Accountants, are the first and foremost specialists in taxation matters. Visit their site for a comprehensive list of services: http://vpassociates.com/

    Accountants Horsham

    ReplyDelete
  2. top 10 Bike Pumps Discover the best Bike Pumps in Best Sellers. Find the top 100 most popular items in Amazon Sports & Outdoors Best Sellers.

    ReplyDelete
  3. Alcohol Treatment Center Alcohol Drug Rehab Texas wants to connect you or your loved one to the help that you need. Whether that is simply answering questions you have about addiction and treatment or helping you find a facility to go to. We understand that this isn’t an easy time in your life and answer every call with care and compassion.

    ReplyDelete
  4. voyance internet Partez à la decouverte de votre avenir avec la voyance amour gratuite au 0892 22 20 22. Votre voyante par telephone ou voyant éclairera votre chemin grâce à ses prédictions. Car la vie passe trop vite pour perdre du temps à douter et à s'interroger sur nos choix ; retrouvez la confiance et la sérénité qui vous font défaut grâce aux arts divinatoires.
    Vie amoureuse, travail, famille, finance... avec des réponses tout deviendra plus évident et plus simple.
    A bientôt lors de votre voyance magie.

    ReplyDelete
  5. viking appliance repair We provide maintenance and repair service for Viking Appliances: refrigerators, freezers, ranges, ovens, microwaves and more.

    ReplyDelete
  6. study spanish in guatemala CasaXelaju is a Spanish immersion language school & renting apartments. We offer a variety of programs. Join to study Spanish in quetzaltenango Guatemala.

    ReplyDelete
  7. james Details of new album Girl At The End Of The World ft Nothing But Love, To My Surprise, the title track & Dear John. Plus JAMES news, tour dates & official merch.

    ReplyDelete
  8. This comment has been removed by the author.

    ReplyDelete
  9. Judi Ceme Online Motobolapoker Sebagai Bandar Domino Online Terbesar Memiliki Permainan Judi Domino Poker Ceme Capsa Online di Android dengan minimal deposit 10rb.

    ReplyDelete
  10. water heaters A fast and trusted plumbing provider in Lincoln, CA, servicing the eastern Sacramento area.

    ReplyDelete
  11. lawn sprinklers A sprinkler repair & installation team you can count on for great service at low prices.

    ReplyDelete
  12. water heater repair Morgan Hill Your fully equipped, always ready plumbing solution in Morgan Hill.

    ReplyDelete
  13. electrician Glendale AZ The original Glendale electrical team is here to cover all of your electrical needs, from panel replacement and lighting installation to security system installation, home theater wiring, and more.

    ReplyDelete
  14. roofers Apache Junction AZ Fast & professional roof repair and installation services.

    ReplyDelete
  15. voyance de qualite is an autority website of clairvoyance and esoterism. Well know in France, it permits to learn astrology, divinatory arts, tarots cards or to use the kabbale to understand our dreams.
    It also proposes a voyance de qualite, by a call phone to the 0892 22 20 22. This service permit to ask importants questions to a pro, able to see the futur and to transmit clear informations about our destiny.
    Remember that the voyance serieuse par telephone is very usefull in many cases.

    ReplyDelete

  16. for lendy reviewGet an additional promotional funds of 0,5% of the total amount invested within the first three months with this link.
    69

    ReplyDelete
  17. Boca Homeowners InsuranceSeeman Holtz Property & Casualty Insurance Local Agency Expertise With National Agency Resources.

    ReplyDelete
  18. Naples Court Reporter With CourtScribes' Private Online Repository, you are able to acesss all of your transcripts, exhibits and videos no matter where you are.....

    ReplyDelete
  19. Sex Power Capsules Improve every aspect of your sex life! Longer staying power, increased performance & faster recovery.

    ReplyDelete
  20. home automation alexa Are you looking to protect your home with a home security system? Velocity's Vivint Smart Home has the best home security systems, alarm systems, security cameras, and more. Customize your Vivint Smart Home security system to fit your home. Learn more here!|Learn about our state of the art home security systems; control your temperature, lights, live video surveillance and 24/7 home security monitoring.|Compare, review and save on home security systems and monitoring in Houston, TX. Velocity Smart Security lays out the best options to protect your home and family.|With Velocity Smart Security, a Vivint Smart Home Authorized Dealer, you get around-the-clock security that you can control from anywhere so your family and home are always protected. We offer a variety of packages and services to fit your security needs.|Home security and automation packages for Houston, TX. Protect your home and family with smart security systems and home automation.

    ReplyDelete
  21. taste of the wild ingredients Do you want a happier and healthier pet? If so, then you need to check out this new pet blog. Which has everything you need for your furry companions]Does your pet have weight, skin or digestive issues? When you check out this website you will find that they have great pet food products like Taste of the Wild - A grain-free diet that helps manage your pets weight and supports high digestible energy to support overall health. Go to the website in this submission to learn more.

    ReplyDelete
  22. natures rite sleep apnea review are you suffering from sleep apnea and are looking for a good nights sleep then check out this website|are you looking for a natural way to get to sleep and stay asleep without a CPAP machine or surgery then check out this review.

    ReplyDelete
  23. Dht blocking hair growth shampoo hair Restoration Laboratories. For over 10 years, Hair Restoration Laboratories has developed and offered to men and women the most effective shampoos and conditioners to help reverse hair loss and regrow stronger, thicker and healthier hair.

    ReplyDelete
  24. types of baby monitor We help you to choose the right baby monitor baby monitor for you.

    ReplyDelete
  25. Cystic acne treatment Are you looking for the best acne treatment for blackheads, whiteheads, and cystic acne, then go to this website to see a product that will help you get the clear and beautiful skin you deserve...!!!

    ReplyDelete
  26. Home gym Do you want lose weight or build muscle, and do it from the comfort of your house, then check out this new website to find out exactly the home gym equipment that you will need....!!!

    ReplyDelete
  27. Cystic acne treatment Are you trying to get rid of your acne once and for all.

    ReplyDelete
  28. car on rent in mumbai with driverCar Hire in Mumbai for Outstation, Local, Mumbai Airport Car Rental. Taxi Service in Mumbai Call 8424008080 - Milan Travels.

    ReplyDelete

  29. beauty tips negative body image, healthy body image, body images, body image activities, body image positive, positive body image, healthy body image pictures, body realistic, eating dissorders quote body image, realistic body, body talk, realistic body inspiration,

    ReplyDelete
  30. anti aging skin care diy Weight loss, Beauty Tips, Women's Health Issues.

    ReplyDelete
  31. Fl Studio A review of todays best music production software.

    ReplyDelete
  32. Best shark vacuum for pets Shark's unique, full-sized 2-in-1 Powered Lift-Away upstanding vacuum with the separable canister for convenient cleaning. With the dash of a catch, Powered Lift-Away innovation enables you to lift the canister away and profound clean hard-to-achieve regions while as yet conveying capacity to keep the brushroll turning. Furnished with Advanced Swivel Steering and amazing LED lights on the hand vac and spout, this vacuum has a totally fixed framework with a HEPA channel to trap residue and allergens. The Fingertip Controls take into account simple fueling on/off and speedy change between hard floor and rug mode. The Hard Floor Hero connection is ideal for grabbing the flotsam and jetsam all things considered and tidying your uncovered floors, while the TruePet Motorized Brush gives you profound cleaning power in the palm of your hand.

    ReplyDelete
  33. Hi, I just gone through this blog, the information was really very valuable, would love to see more from you. i have also plenty of the same kind of content You can explore my blog by clicking the link below
    digital marketing institute
    courses for digital marketing in delhi
    digital marketing course fees karol bagh
    digital marketing institute services in karol bagh
    digital marketing institute services in Delhi

    ReplyDelete
  34. pills that help you lose weight Authentic Option LLC offers collection of natural herbal products for skincare, hair care, and weight loss. We specialize in thermal weight loss, electrostimulation for muscle toning, cellulite removal, under-eye bags treatment and skincare products. We have an amazing range of beard growing products.

    ReplyDelete
  35. Facts substance abuse Addiction stands as the top public health problem in America outstanding all other major diseases including stroke, heart diseases and even cancer. The population of addicts is far larger than the patients suffering from the three mentioned diseases in America with sufferers ranging in millions.

    ReplyDelete
  36. safe online casinos Compare the best legit online casinos that pay real money including the best crypto casinos, best mobile casinos and the best online casinos in 2021

    ReplyDelete
  37. motherhood CO.MOM is a fun new online magazine and social network community created by moms for moms. Read interesting articles, get advice from our agony aunt, aunt\y anne, learn how to earn an income online with our guru debbie or you can even seek medical advice from our resident physician dr samantha and relax while checking out the latest horoscopes from our trained mystic. Theres even a thriving forum community where moms of the world can get together and enjoy good conversation along with lots of other fun ways to kill some time with a cuppa when taking a break from being super mom at co.mom.

    ReplyDelete
  38. This Set is 100% cotton and comfortable to wear,
    Each Set is individually wrapped.
    FacebookACCOUNTShttps://www.facebook.com/epitexuk
    The set contains:
    1 short-sleeved t-shirt,
    1 slip,
    1 pair of socks and

    Size: XXL Asbestos Removal Protective Clothing White Coveralls

    ReplyDelete