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How is Belfius handling messages on social media?

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  • 1.SOCIAL MEDIA MONITORING@ BELFIUSBruno Peeters, Belfius BankEngagor Day 28/02/2013

2. AgendaWhere do we come fromHow are we handling social media mentions @ BelfiusLessons learned2 28/2/2013 3. Where do we come fromFall2010 Dexia Study leading to the choice of a social media monitoring tool Dedicated social media monitoring tools Press coverage tools with social media add-on Criteria Worldwide coverage : Belgium, France, Luxembourg, Turkey, Multi-lingual, especially Turkish Focus : listening 3 28/2/2013 4. Where do we come fromFall01/20102010 Dexia SM2 SM2 from Alterian used by Dexia Focus : listening Used in Belgium and France 4 28/2/2013 5. Where do we come fromFall01/201010/20112010 Dexia Dexia Bank Belgium SM2 Financial crisis leads to break up of Dexia Group Dexia Bank Belgium becomes 100% state-owned bank Focus : still listening Split of Dexia Group has to be prepared 5 28/2/2013 6. Where do we come fromFall01/201010/201103/20122010 Dexia Dexia Bank Belgium Belfius SM2 New name Belfius announced on March 1, 2012 Lot of buzz Focus : listening + interactions 6 28/2/2013 7. Where do we come fromFall01/201010/201103/2012 Spring2010 2012 Dexia Dexia Bank Belgium Belfius SM2 Study for a social media monitoring tool Criteria Primarily Belgium Dutch, French, English Listening + interactions 7 28/2/2013 8. Where do we come fromFall01/201010/201103/2012 06/20122010 Dexia Dexia Bank Belgium Belfius SM2Engagor Belfius starts to use Engagor 8 28/2/2013 9. AgendaWhere do we come fromHow are we handling social media mentions @ BelfiusLessons learned9 28/2/2013 10. How are we handling social media mentions10 28/2/2013 11. How are we handling social media mentions11 28/2/2013 12. How are we handling social media mentions12 28/2/2013 13. How are we handling social media mentions13 28/2/2013 14. How are we handling social media mentions14 28/2/2013 15. How are we handling social media mentions15 28/2/2013 16. How are we handling social media mentions16 28/2/2013 17. How are we handling social media mentions17 28/2/2013 18. How are we handling social media mentions18 28/2/2013 19. How are we handling social media mentions19 28/2/2013 20. How are we handling social media mentions20 28/2/2013 21. Some insightsTotal number of mentions since July 1, 201221 28/2/2013 22. Some insightsCommercial versus Corporate22 28/2/2013 23. Some insightsWebcare mentions23 28/2/2013 24. Some insightsWebcare mentions24 28/2/2013 25. Agenda Where do we come from How are we handling social media mentions @ Belfius Lessons learned25 28/2/2013 26. Context is important Bank productsCompanyAccountNew nameLoan Financial resultsInsuranceEmployer ServicesSubsidiariesBelfius Mobile AppsBelfius Direct NetPart of the system Location : e.g. Foursquare Sponsoring Club BruggeBasket Mons + NamurLocal Team Spirit26 28/2/2013 27. Rules of engagement Define rules on when and how to react on mentions Many examples available : US Air Force, Dell, Sometimes it is better to not react! Some mentions do not fit 100%27 28/2/2013 28. Process view FixSet upMonitorChooseSet up objec- organi-usingReact Reporttool(s) tool(s)tives sationtool(s)2828/2/2013 29. Some questions you should ask yourself What is being said about you ? What do you want to do with the information ? Who will be responsible for which tasks ? What will be the role for collaborators ? How to make the difference ?29 28/2/2013 30. QUESTIONS ? 31. Bruno PeetersBelfius Bankbruno.peeters@belfius.be www.facebook.com/Belfius twitter.com/Belfius youtube.com/BelfiusBe www.linkedin.com/company/belfius