Connecting the Dots! Innovative Email Marketing Rock Star Keynotes Marketing & Business Development Conference

What do the following have in common?

• Finalist in 2010 Maryland Small Business of the Year Awards
• Inc. 5000 List of America’s Fastest Growing Private Companies 
• Ernst & Young Entrepreneur Of The Year® Award Finalist 
• Email Marketing Integration with Facebook Connect 
• Bridging the Gap Between Email Marketing and Social Media 
• Marketing and New Media Leader Chris Penn 

Greg Cangialosi, President & CEO of Blue Sky Factory! 

You might ask how Greg was identified and booked as a keynote speaker for our event. It was a matter of connecting the dots! We connected through new media (Twitter, YouTube, LinkedIn, blogs), old media (reading a book, phone, email), and personal referral. 

The relationship journey began when I started following @cspenn on Twitter. Liking what Chris wrote, I began to follow his blogs. He caught my attention with his edgy, professional style. One day Chris posted a general tweet asking if we should be connected on LinkedIn? Appreciating the insights Chris provides, believing the one with the most contacts (relationships) wins at the end of the day, I connected to Chris. From there I checked Chris out on YouTube to see if he might also be a skilled presenter. Bingo! Now I wanted to know if Chris would be interested in keynoting our Marketing & Business Development Conference. 

While all of this was developing, I was reading Chris Brogan’s book Trust Agents: Using the Web to Build Influence, Improve Reputation, and Earn Trust. His description of Blue Sky Factory and how they handle business was the icing on the cake. I was sold and wanted to find a way to work with Blue Sky Factory. And yes, the book was a great read! And yes, I also follow Chris on Twitter @ChrisBrogan. 

Chris Penn treasures family relationships. His brother was getting married the same time as our event. He thought it best he join the family for the ceremony, a most excellent choice I might add. Instead of ending the conversation, Chris asked if I might be interested in their CEO, Greg Cangialosi. I cyber stalked Greg to see what information I could find about him, his blogs, and again going to YouTube to check out Greg’s presentation skills. 

The journey continues. I follow a number of the Blue Sky Factory team on Twitter now. Love the passion and energy they bring to their world.

To connect with credit union professionals and hear Greg live, plan to attend the 2010 Marketing & Business Development Conference, October 6-8, at the Hyatt Regency in San Antonio, Texas. 

Greg will cover: 

The relationship between business and consumer has fundamentally changed due to key shifts in communication tools and the interactions that are now taking place between businesses and their customers and prospects. This new landscape presents both challenges and opportunities to marketers and businesses of every size. 

It can be hard to know where to focus and to find meaning when the newest “shiny object” becomes mainstream or is the all of the buzz. Whether it’s social media, email marketing or mobile, marketers are asking themselves, how can these tools be useful to me? What works and what doesn’t? How do I implement and more importantly measure the effectiveness of my marketing? 

In this session, Greg Cangialosi will discuss how to take a broader, holistic view of this new era of marketing communications. Focusing on the core themes of the shifting consumer mindset and what is important to them when it comes to interacting with a business or brand online. 

Gain knowledge and insight by as Greg shares information about: 

• current market statistics on consumer behavior. 
• examples and case studies of companies who do it right and wrong. 
• how you can implement new strategies to grow your business a glimpse into the future of marketing – what’s coming next?

Greg will also present a breakout session on email marketing.

If you’re looking for fresh ideas on ways to grow you business, come hang out with us in San Antonio. Act fast. Early bird conference and special hotel sleeping room rate end September 9.

Hoping to see you there!

MAC 2010: Interview with Kent Lindeman

Watch the clip below to see Jenn Bills Wade (on twitter: @JennBills) of the CU Grow team interview the Executive Director of the Marketing Association of Credit Unions Kent Lindeman at the 2010 Marketing Association of Credit Unions Conference. Kent offers Jenn some hot topics and buzz words that currently credit unions are talking about such as estatements replacing paper and loan growth. Leave us your thoughts and share with us hot topics and buzz words that your favorite credit unions are talking about right now.

Video Update From The 1 Credit Union Conference

Watch this quick hello from Aaron as well as check out all the latest happenings from The 1 Credit Union Conference in Vegas as well as from The Crashers.

Live Stream From Las Vegas: The 1 Credit Union Conference

Don't fret if you were not able to make it to Vegas for The 1 Credit Union Conference. The CU Grow team is on the ground and will be bringing you interviews like always plus a little more this time.  In addition, you can follow along via the live Twitter stream below.

MAC 2010: Jeff Stephens Chat

Jenn Bills Wade (on twitter @JennBills) took time out on day 2 of the 2010 MAC Conference in gorgeous Palm Desert, California to chat with creative brands communications officer Jeff Stephens about his session. Jeff is the CEO of Creative Brand Communications, a company out of Portland, Oregon that offers brand and marketing strategies for banks and credit unions. Watch Jenn chat with Jeff in the clip below, then leave us a comment describing what makes your brand special in 10 words or less without using the terms people, service or community.

MAC 2010: Bruce Philp Chat

At the 2010 Marketing Association of Credit Unions Conference in Palm Desert, California brand advocate Bruce Philp (on twitter: @brandcowboy) gave the opening session on the enlightened consumer. Watch the clip below to see Jenn Bills Wade (on twitter: @JennBills) take a minute with Bruce to discuss his perspective on how a brand should be looked at as a constitution and not a label. Comment and let us know what you think a brand should be.  

MAC 2010: Wendy Cleveland Chat

Aaron Mireles (on twitter: @acm1985) of the CU Grow team took a second to chat with Wendy Cleveland the Vice President of Marketing/Business Development at AltaOne Federal Credit Union about her session at the 2010 MAC Conference. Wendy discusses how her credit union has used social media, word of mouth marketing, and doing something unexpected such as random acts of kindness to gain exposure to a new community of people. After you view the chat below, leave us a comment and tell us how your credit union is doing something different for it's community.

Mac 2010: Brent Dixon Chat

Young adult advisor Brent Dixon from Filene Research Institute caught up with Jenn Bills Wade (on twitter: @JennBIlls) Of the CU Grow team to offer a recap of his session at the Marketing Association of Credit Unions 2010 Conference in sunny Palm Desert, California. Brent shared with Jenn the importance of why credit unions should utilize things such as foursquare and remote capture to enhance service for their members. Leave us a comment and share your opinion on how new technology can help credit unions in the future.

Mac 2010: Sarah Cecchin Chat

Sarah Cecchin the Assistant Vice President of Marketing from Pacific Service Credit Union took a moment at the 2010 MAC Conference in beautiful Palm Desert, California to chat with Aaron Mireles (on twitter: @acm1985) of the CU Grow team. Sarah fills Aaron in on what people can expect at next years conference in San Fransico, California and what people can look forward to at this years conference. Also, congradulations goes out to Sarah for being promoted to chairman of then MAC board! Give us a shout and tell us about your time at this years MAC conference.

WCUL Volunteers Conference - Thoughts From Attendees

The 2010 Washington Credit Union League's Volunteers Conference was jam packed with great speakers and awesome opportunities to share ideas. The CU Grow team was at the WCUL's Volunteer Conference and Aaron Mireles (on twitter: @ACM1985) asked attendees to express their thoughts and views on credit union's community involvement, memorable experiences, and the future of the industry. View the clip below to hear some of their amazing stories. Leave us a comment and share with us your thoughts on how credit unions have evolved and emerged.

WCUL Volunteers Conference - Tim Harrington Chat

The 2010 Washington Credit Union League's Volunteers Conference was held at the Skamania Lodge in scenic Stevenson, Washington. CPA & President of T.E.A.M. Resources Tim Harrington led a social media session at this years conference in which he discussed specific strategies credit unions can use to make to most of the social media networks. Watch this video to see Tim Harrington take a moment to chat with PTP founder and blogger James Robert Lay (on twitter: @jrwlay) about key take aways from his fantastic session. Give us a shout back and let us know what you think!

WCUL Volunteers Conference: Day 1 Recap

Scope out the video below to see Aaron Mireles of the PTP team (on twitter: @ACM1985) give a recap of day 1 at the Washington Credit Union League's Volunteer Conference at the Skamania Lodge in picturesque Stevenson, Washington. Speakers offering their perspective include President & CEO of the WCUL John Annaloro, Principle Partner of Dollar Associates Dennis Dollar, CPA & President of T.E.A.M. Resources Tim Harrington, and PTP founder and blogger James Robert Lay (on twitter: @jrwlay). Leave us a comment and share with us your ideas about the credit union industry.

WCUL Volunteers Conference - John Annaloro Chat

John Annaloro, President and CEO of the Washington Credit Union League took a moment to chat with Aaron Mireles (on twitter: @ACM1985) from the PTP team about what to expect at this years Volunteers Conference. This years WCUL Volunteers Conference took place at the incredible Skamania Lodge in beautiful Stevenson, Washington and focuses on the timely, significant challenges facing the financial services industry, including an economic outlook, regulatory advocacy and factors driving credit union change. Check out the video below and share with us your thoughts on the challenges that credit unions are facing.

Bright Lights & Shining Stars – Finding Encouragement by Taking Time to Reach Out and Getting to Know Each Other

It all started when I was working on the 2010 Marketing & Business Development Conference. Greg Cangialosi, CEO of Blue Sky Factory is the closing keynote speaker. I came across a series of questions in the “about us – our team section”. Taking lead from Blue Sky, I recently posted a mix of fun and professional questions for Southwest CUNA Management School first year students, in their online class group site, to help “break the ice” before they arrive on campus. You know the kinds of questions:

• What’s your favorite _______?
• What would you do if you could _______?
• Name your top 3 favorite _______?
• Where would you like to __________?

The list goes on. From time to time someone will post a list on Facebook or send an email to see if you’re willing to play along. They may seem silly or even a waste of time. Yet for those who choose to play along, insights are gained and relationships start to form or strengthen. A benefit I did not expect, was finding breaths of fresh air and encouragement.

When asked “what is your favorite thing about working at a credit union?” answers included:

• I love that we are empowered to help people without all of the hindrances everyone faces at a bank.
• “People helping people" is what it's all about!
• I like being able to help people, especially when we can help someone that no one else will even talk to.
• It's a REAL, honest to goodness, not-for-greed credit union.
• Helping my members.
• Building relationships and making dreams come true for members!
• Helping members get out of dept, permanently.
• Giving atmosphere.

The final item was a request to “give one valuable piece of advice to credit union professionals”:

• All of your past experiences and education are worthless if you feel they are your qualifying factor. Use them to make the rubber meet the road and move forward.
• Get in the game and never, never stop learning!
• Set high standards for yourself and work hard to meet them.
• Don't lose sight of our purpose (what makes us better). This, for me, takes a lot of practice and swallowing of pride, but: my most valuable tool has become examining what I think I want and why, my motivations, my actions and the outcomes. This exercise is applied to ALL aspects of my life). A great (important!) question is "how will this affect the people (family, friends, co-workers) around me?" I must admit, it's not always been "pretty".
• Ask for help from the credit union people around you and give it back. COOPERATE and COLLABARATE. It is the single best way to get done all the things you have to accomplish.
• Keep a good balance between "best for the credit union" and "best for the member".
• Work is just a small portion of your life- it is a means to an end (Retirement)". Keep God first, Family second, and Work last in your life.
• Be a servant with a servant’s heart – serve those who report to you, don’t make them serve you.

And yes, I did ask about favorite movies, flavor of ice cream, where’d they like to go other than Fort Worth in July with 100 degree temperatures, and more. I can’t wait to get to know this group of credit union professionals better!

A special thank you shout out goes to the SCMS Class of 2011 for setting the Class of 2012 group site up before they even arrive on campus!

Why do you like to work where you do? What advice would you give?

Credit Unions: Evolve and Emerge - Live in Washington!

The CU Grow team is in Stevenson, Washington for the Washington Credit Union League's Volunteer Conference.  We have some great sessions lined up over the next day and will be tweeting the sessions as always so feel free to shout out and get involved.

Just following along with James Robert, Jonathan, Aaron and Mandy.

In the meantime, you can watch the quick hello and video update.

MSCUA Annual Meeting - CU Grow Monkey Race

MSCUA Annual Meeting - Jean Gatz Interview

Jean Gatz was a keynote speaker at the 2010 Mississippi Credit Union Association's Annual Meeting. Jean Gatz has been entertaining credit union audiences for over 20 years. In fact, she got her start right here with Mississippi Credit Union Association! Her closing general session was titled "Mama Always Said That There Would Be Days Like This". James Robert Lay (on twitter: @jrwlay) from the CU GROW team took a few moments to recap some of the key points for Jean's speech. Take a beat and share with us your thoughts on their chat.

MSCUA Annual Meeting - James Robert Lay Interview

At the 2010 Mississippi Credit Union Association's Annual Meeting speaker James Robert Lay (on twitter: @jrwlay) presented the breakout session titled "Look Outside to Grow Inside". James Robert completed his MBA in 2006 at the University of Houston - Clear Lake and has enjoyed speaking at many different credit union conferences and events. In addition to speaking at conferences around the country, he is also on the faculty at San Jacinto College where he teaches professional selling with a focus on relationships. Scope out the video below to see Sarah (on twitter: @mrsjlay) catch up with her fellow CU GROW team member, and recap key takeaways from his session.

MSCUA Annual Meeting - Harry Black Interview

Harry Black presented a breakout session titled "Understanding the Current Market Crisis & Its Implications" at the 2010 Mississippi Credit Union Association's Annual Meeting. Financial educator Harry Black has been an active credit union member for 33 years and a director of Mississippi Telco Federal Credit Union for 14 years. Watch the video below to see Aaron Mireles (on twitter: @ACM1985) of the CU GROW team chat with Harry about his session. Tell us what you think! Comment on this article and share with us how your credit union is working with you and your community during the current market crisis.

MSCUA Annual Meeting - Alan Bahr Interview

Sarah (on twitter: @mrsjlay) from the CUGROW team took a moment with Alan Bahr to recap his session titled "Secondary Marketing Strategies for Credit Unions" at the 2010 Mississippi Credit Union Association's Annual Meeting. As Director of Secondary Markets and National Accounts, Alan is responsible for managing CMG MI's strategic relationships with investors and conduits. His role includes working to expand CMG MI's penetration of secondary market channels. Watch the video below and post a comment sharing marketing strategies used by your favorite credit union.

MSCUA Annual Meeting - Charles Elliot Interview

At the 2010 Mississippi Credit Union Association's Annual Meeting the president & CEO of the Mississippi Credit Union Association Charles Elliot took a few minutes to chat with James Robert Lay (on twitter: @jrwlay) of the CUGROW team to discuss the Young Free Mississippi Program. Give us a shout back and tell us how your credit union is preparing for the future generations.

MSCUA Annual Meeting - Tim Harrington Interview #2

Tim Harrington delivered the keynote address at the 2010 Mississippi Credit Union Association's Annual Meeting. Because of his knowledge, wit and unpretentious delivery, Tim is a much sought after speaker in the credit union movement. Tim has made presentations for many national credit union organizations and NCUA, as well as for the credit union leagues in forty five states. In addition, Tim is on the faculty of the CUNA "CU Finance for Non-Financial Managers and Volunteers" School. Check out the video below to see Aaron Mireles (on twitter: @ACM1985) of the CUGROW team chat with Tim. 

MSCUA Annual Meeting - Tim Harrington Interview #1

At the 2010 Mississippi Credit Union Association's Annual meeting guest speaker Tim Harrington presented the breakout session titled "Profitable Checking Accounts After Courtesy Pay Changes". Tim has that rare ability to make complex subjects very simple. As an expert in the field of credit unions. Watch the video below to see Aaron Mireles (on Twitter: @ACM1985) from the CU GROW team chat with Tim and keep the dialogue going by posting comments about ways your credit union is benefiting it's members and community.

MSCUA Annual Meeting - Brian Flynn Interview

Brian Flynn, guest speaker at the 2010 Mississippi Credit Union Association's Annual Meeting  presented the breakout session titled "Many CU CEO's are Retiring in the nest 5-7 years, Are you Ready?" Brian is the National Sales Manager, Executive Benefits for CUNA Mutual Group, a company that specializes in the design, implementation, financing and ongoing administrative support of supplemental executive benefit programs specifically tailored to credit unions. Check out the interview with Brian below and give us a shout back on ways that your credit union is preparing for the future.

MSCUA Annual Meeting Day #2 Recap

MSCUA Annual Meeting Day #1 Recap

The CU GROW team migrated to Biloxi, Mississippi to attend the Mississippi Credit Union Association's Annual Meeting and Convention held at the Beau Rivage Resort. Watch this video to get a recap of Day #1 of the conference.

TCUL Annual Meeting - Financial Eduation Breakout

While at the Texas Credit Union League's 2010 Annual Meeting in Grapevine, Texas, the CU GROW Team attended the financial education breakout session entitled "Connecting to Your Community Through Financial Education."  Connecting to your community through financial education will not only strengthen relationships with your local non-profit organizations and schools, but will ultimately create successful money managers within your membership.  Check out the video below to learn more about some of the financial education tools and programs that are out there to serve your community and don't forget to shout back at us!

TCUL Annual Meeting - Red Carpet

While at the Texas Credit Union League's 2010 Annual Meeting in Grapevine, Texas, the CU GROW Team caught up with all of the credit union celebrities on the red carpet.  Check out the video below and see who walked away with an award!

TCUL Annual Meeting - Lois Kitsch Interview

While at the Texas Credit Union League's 2010 Annual Meeting in Grapevine, Texas, the CU GROW Team caught up Lois Kitsch following her session entitled, "Making the REAL Member Connection."  As consumers become more frustrated and angry with their banks they are turning to credit unions. Yet, many credit unions are not prepared to meet their needs - nor do they recognize the opportunity in serving families of lesser incomes.  Lois Kitsch joined the National Credit Union Foundation as the National Program Manager of the REAL Solutions program in December of 2006. In her prior role as the Director of Field Projects with the Filene Research Institute, Lois piloted the REAL Solutions program in three leagues which implemented and tested new business models designed to serve new target markets, including young adults, immigrants and modest income households.  Check out our interview with Lois below and give us a shout back on the ways your credit union is working to meet families of lesser incomes. 

TCUL Annual Meeting - Stacey Hanke Interview

While at the Texas Credit Union League's 2010 Annual Meeting in Grapevine, Texas, the CU GROW Team caught up Stacey Hanke (on Twitter: @staceyhanke) following her session entitled, "Catch the Energy! Inspire the Fire!"  As a decision maker you know that motivating others is an ongoing task. Employees rely on their leaders for structure and direction. A leader can positively impact an employee's performance only when they take care of their development first.  Stacey helps individuals eliminate the static that plagues communicative delivery - to persuade, sell, influence or simply effectively communicate face-to-face with a clear message.  Stacey is the founder of 1st Impressions Consulting, Inc. where she reveals how to develop verbal skills to influence and persuade others.  Check out the interview with Stacey below and give us a shout back on how your credit union is working to effectively communicate with it's employees and members!

TCUL Annual Meeting - Kristine Mansour Interview

While at the Texas Credit Union League's 2010 Annual Meeting, the CU GROW Team caught up Kristine Mansour after attending her session entitled, "Network, Connect, Sell."  During this difficult economy, true human-to-human connections and relationships are what will give salespeople the competitive edge to increase sales.  Kristine is a Sports & Entertainment Consultant at Mansour Advantage Consulting.  Check out our interview with Kristine below and give us a shout back!

TCUL Annual Meeting - Nancy Barry Interview 2

While at the Texas Credit Union League's 2010 Annual Meeting in Grapevine, Texas, the CU GROW Team caught up Nancy Barry again following her other breakout session entitled, "Gen Y - Are They Ready for the Real World?"  Nancy Barry is a Gen Y expert and passionate about connecting people and generation gaps.  Many employers across the country say recent college graduates are not prepared for the real world.  With her expertise, Nancy covered the top 5 things that an employer needs to know when managing Gen Y employees. Check out our interview with Nancy and don't forget to shout back at us on all the ways your credit union is learning to connect generations!

TCUL Annual Meeting - Bob Prosen Interview

While at the Texas Credit Union League's Annual Meeting, the CU GROW Team caught up with Bob Prosen  following his breakout session on "Locking in Customer Loyalty." Bob is a visionary leader with a pragmatic grip on the reality of what it takes to deliver extraordinary bottom-line results. He is the president and CEO of The Prosen Center for Business Advancement, whose mission is to help business leaders execute and achieve results that count. Check out our interview with Bob below and give us a shout back on how your credit union is collaborating on ideas and unique ways to drive member loyalty.

TCUL Annual Meeting - Nancy Barry Interview

While at the Texas Credit Union League's 2010 Annual Meeting in Grapevine, Texas, the CU GROW Team caught up Nancy Barry following her breakout session entitled, "Closing the Generation Gap."  Who are these people and why can't they all get along?! For the first time in history, there are four generations in the workplace.  Nancy Barry is a Gen Y expert and author of "When Reality Hits: What Employers Want Recent College Graduates to Know."  Nancy's contagious enthusiasm, positive energy and humor make her a dynamic presenter. Check out our interview below with Nancy and don't forget to shout back at us!

TCUL Annual Meeting - Amanda Vega Interview

While at the Texas Credit Union League's 2010 Annual Meeting in Grapevine, Texas, the CU GROW Team caught up Amanda Vega following her breakout session entitled, "Comment Marketing: Where Social Media Gets Social."  Comment marketing is the most undervalued and most powerful part of any social media strategy. In this session, we will show you how easy it is to participate in all of the conversations happening on the web in your areas of interest - whether they are blogs, news sites, posts to open social networks or forums.  Check out our interview with Amanda and don't forget to shout back at us!

TCUL Annual Meeting - Bob Prosen Keynote

While at the Texas Credit Union League's Annual Meeting, the CU GROW Team caught up with Bob Prosen following his key note session on "How to Connect with your Team & Win During Tough Economic Times."  Bob provides a unique combination of inspiration and practical advice that you can use immediately to rapidly increase performance and profit.  He is a visionary leader with a pragmatic grip on the reality of what it takes to deliver extraordinary bottom-line results. Bob is president and CEO of The Prosen Center for Business Advancement, whose mission is to help business leaders execute and achieve results that count. Check out our interview with Bob below and give us a shout back on how your credit union team is working to connect and push toward your goals as a financial institution.

MAC 23rd Annual Conference

The CU GROW Team is in Cali for The MAC 23rd Annual Conference.  Follow @JennBills and @ACM1984 on Twitter to keep up with what is going on at this year's conference "Shelter From the Storm."  Make sure you check back to cugrow.com for the latest in the credit union world!

TCUL Annual Meeting - Amanda Vega Keynote

While at the Texas Credit Union League's 2010 Annual Meeting, the CU GROW Team caught up with Amanda Vega (on Twitter:@AmandaVega) following her key note session on "Social Media: How the Web Connects People."  Amanda is the CEO of Amanda Vega Consulting, technically the oldest social media management company with engagements in the industry dating 10 years, a published author of “PR in a Jar” and contributor to the bestselling book “The Social Media Bible.” Check out our interview with Amanda below and give us a shout back on how your credit union is connect with members via social media. 

VIdeo - TCUL Annual Meeting Day 2 Recap

The CU GROW Team attended the Texas Credit Union League Annual Meeting, in Grapevine, Texas.  Check out the video below of Day 2!

CUAC Annual Meeting 2010 - Dr. Michael Hudson Interview

At the Credit Union Association of Colorado's Annual Meeting, we caught up with Dr. Michael Hudson.  Dr. Hudson lead a keynote session entitled "Collaboration is the Key To Your Future Success."  Dr.Hudson helps entrepreneurs, growing business leaders, and independent professionals build successful businesses by leveraging the power of their ideas. He is known for his information-rich anecdotes, real world examples, and his practical, easy-to-use approaches.  Check out our interview with Dr. Hudson below and make sure you give us a shout back with ways your credit union uses collaboration successfully.

Heads Up! FTC Guides & Some Risk Factors to Look Out For

Guest post by Nadine Boisnier, Compliance Officer, Amanda Vega Consulting

The recent revisions to the FTC guides concerning the use of endorsements and testimonials has posed some questions as to what people can expect from the changes and how this affects active participants in social media. As you begin to build deeper relationships with your Credit Union customers online, here are some guidelines on what the new FTC guidelines mean for you.

 

The basic FTC changes came into effect due to the emergence, popularity and increased growth of social media. (The guidelines were last updated in 1980). The regulations were updated due to the notion that the lines have been blurred between what an advertisement is and the motives behind the use of social media. There were instances of non-disclosure from companies using bloggers to post positive reviews while receiving cash or gifts as incentives. Regulators do not agree that these types of postings are unbiased reviews. Their goal is to inform the public to understand the difference and to make sure there is full transparency.

 

Some important points to remember: Any conflicts of interest must be disclosed in postings including Twitter tweets and profiles. Be upfront with any connections or relationships you have with the company or Credit Union branch you are writing on behalf of. Other updates to the regulations include the disclosure of any company-sponsored research, stricter liability for celebrity endorsements, no more ³safe harbor² for testimonials; meaning, the term ³results may vary² is no longer sufficient when making broad claims, and disclosing results that consumers can generally expect. Remember most importantly to be straightforward and transparent.

 

In addition to these guidelines, Credit Unions should be cognizant of additional risks that can affect their outreach to the public. Make sure your employees do not improperly use social media tools. For example, impulse messaging can be dangerous, so stop and think about the repercussions of your post or tweet. From a Credit Union perspective, employees can be a threat if they post information that could impact negatively on their brand.

 

As you are building a sense of community online, make sure to include customer care in the process. You must be careful how you do this since you may deal with disgruntled customers who use Twitter to discuss a negative experience. You should avoid a back and forth match with an unhappy customer and take the conversation offline. Be sure to offer them traditional customer care channels. Other basic rules include, accessing the urls in tweets with care. Do not click on links from people you are unfamiliar with.

Also, look out for people who use stalking techniques to try to social engineering information. Most importantly, make sure proprietary business and customer information is protected. Having a strong policy in place for employees to follow is key. Every organization should have a strong policy in place that clearly states the guidelines of how it should be used by employees.

Credit Union Twitter Risks

Guest post by Amanda Vega, Amanda Vega Consulting

So what are the risks and what can organizations and users do to limit such risk?

• Data leaks of confidential or proprietary information: The information that could be leaked includes identity theft, credit card fraud, business plans, confidential data, information about internal operations of the company and availability of personnel or their schedules.

• Malware and viruses: The use of abbreviated URLs makes it easy for the bad guys to mask links to infected sites and to redirect users to websites that they would think twice about visiting. The setting up of fake services could be used to collect credentials and information from that user.

• Improper use: From a corporate perspective, employees can be a threat if they post information that could impact negatively on the business and hurt its integrity. A wrong post picked up by such a wide audience could become a PR nightmare for that business.

• Impulse messaging can be dangerous especially if the user is irate and doesn’t stop to think about the repercussions of his or her tweet. Sending inappropriate tweets is not recommended.

• It is what the end-user does with Twitter that counts. Tweeters need to pay attention to what they are doing, listen carefully and do not trust every single follower who sends them a message. Humans are the weakest link the security chain.

• Customer care: Businesses need to be careful how they deal with disgruntled customers who may use Twitter to discuss a negative experience they had. With only 140 characters at its disposal, a business should avoid getting into a back and forth match with an unhappy customer on Twitter and encourage the client to use traditional customer care channels. Take the conversation offline.

How to counter risk:

• Every business that uses Twitter or any other social media or networking site should have a strong policy in place (and enforced) that clearly states how it should be used by employees. Warn about possible disciplinary action if the policy is violated.

• Emphasize that online conduct must not violate the anti-discrimination policy or other codes of conduct. Warn that the policy must be read in conjunction with the existing Employee Handbook.

• Include a provision prohibiting any conduct that violates federal, state, or local law.

• Direct employees to bring all questions related to the policy or permissible conduct to management.

• Off Duty Conduct - Employers may have broad discretion in disciplining employees where the employer can show that the off-duty conduct has damaged the business, hurt the employer's interests, or is otherwise inconsistent with the employer's business needs.

Some basic rules:

• Think twice before posting. Employees need to think compliance, integrity, security, then post.

• Access URLs in tweets with care. If there is no real need to check out the site, leave it.

• Show employees what to look out for. How to notice when someone is stalking or attempting to social engineer information.

• Avoid confrontation on Twitter. It is a great tool for customer feedback but may not be appropriate for resolving complex issues.

FTC FINAL GUIDES GOVERNING ENDORSEMENTS, TESTIMONIALS

• Definition of an advertisement has been blurred by the use of social media.

• Advertisements that feature a consumer and convey his or her experience with a product or service as typical when that is not the case will be required to clearly disclose the results that consumers can generally expect. No more safe harbor – disclosure “results not typical.”

• Material Connections – sometimes payments or free products between advertisers and endorsers, connections that consumers would not expect, must be disclosed. The post of a blogger who received cash or in-kind payment to review a product is considered an endorsement.

• To limit liability look for authenticity – real experiences from real customers/consumers.

• Any endorsement, like any other advertisement, is deceptive if it makes false or misleading claims.

• Company sponsored research – if company refers to findings of research organization, the advertisement must disclose connection between the advertiser and the research organization.

Amanda recently presented for TCUL Annual Meeting& Expo (Grapevine, Texas). She is teaching a new course this summer for Southwest CUNA Management School (Fort Worth, Texas) – “Social Media II: Let’s Be Strategic”.

Credit Unions: New Voices, New Visions - Live in Mississippi

The crew is in Mississippi for the Mississippi Credit Union Association's Annual Meeting & Convention.  We have a lot of great things lined up over the next two days and will be tweeting the sessions as always so feel free to shout out and get involved.

Just following along with James Robert, Jonathan, Aaron and Sarah.

In the meantime, you can watch the quick hello and video update.

CUAC Annual Meeting 2010 - Senator Harvey Interview

While at the Credit Union Association of Colorado's 2010 Annual Meeting, the CU GROW Team caught up with Ted Harvey, Republican Colorado State Senator.  For the past seven years, Senator Harvey has been honored to represent Douglas County in the Colorado House and Senate. He has fought tirelessly for the conservative principles such as: personal and economic freedom, protection of our Constitutional rights, and limited, locally controlled government. Check out our interview below with Senator Harvey and shout back at us!

CUAC Annual Meeting 2010 - Chris Kemm Interview

While at the Credit Union Association of Colorado's Annual Meeting, the CU GROW Team caught up with Chris Kemm, Manager of Grassroots Advocacy at CUAC.  During our interview, Chris discusses how credit unions can get involved in the political game and strategies they can use to facilitate their involvement.  Check out our interview with Chris below and give us a shout back!

CUAC Annual Meeting 2010 - James Robert Lay Interview

While at the Credit Union Association of Colorado's 2010 Annual Meeting, the CU GROW Team had a chat with James Robert Lay following his session on "Building Member Relationships On-line."  James Robert (on Twitter:jrwlay) is the founder of PTP NEW MEDIA.  James Robert has found a home in the credit union movement through helping credit unions grow relationships with members online with interactive web, viral, and social marketing.  Check out our interview with James Robert and don't forget to give us a shout back with innovative ways your CU is working to build member relationships online. 

CUAC Annual Meeting 2010 - Shelly Vils Interview

While at the Credit Union Association of Colorado's Annual Meeting, the CU GROW Team caught up with Shelly Vils after her session on "Lending to Gen Y: Preparing for the Passing of the Torch."  Shelly is the Senior Manager of Credit Union Training at the CUNA Mutual Group. She is responsible for delivering facilitation and coaching expertise as well as design and development tools in order for Credit Union Training Learning Consultants to execute at the highest possible level for their Credit Union Customers. Her team provides training and education to Credit Union staff all over the country. Check out our interview with Shelly below and give us a shout on how your CU is lending to Gen-Yers!

CUAC Annual Meeting 2010 - Ben Rogers Interview

While at the Credit Union Association of Colorado's Annual Meeting, the CU GROW Team caught up with Ben Rogers, who just wrapped up his session on "The Burning Platform: How Collaboration Can Save Credit Unions."  Ben Rogers is the research director of the Filene Research Institute,where he manages and edits a large pipeline of economic, behavioral,and policy research related to the consumer finance industry. He has authored nearly twenty Filene reports, including the Institute's recent young adult research, recruiting studies, and upcoming consumer financial protection and cooperative management reports.  Check out our interview with Ben below and make sure you shout back with ideas and ways your CU is staying current with consumer and young adult research!

CUNA MBDC - Brief Summary of Dennis Graham Session

At the CUNA Marketing and Business Development Council Conference, the CU GROW team sat in on a session with Dennis Graham entitled "Strike While the Iron is Cold."  Check out the video with Sarah Lay (On Twitter: mrsjlay) as she gives a brief summary his session on cold calling. 

CUNA MBDC - Brent Lawrence Interview

While at the 2010 CUNA Marketing and Business Development Council Conference, we caught up with Brent Lawrence following his session on "Small Business Lending."  Brent is the Marketing and Public Relations Vice President at Deseret First Credit Union in the Greater Salt Lake City Area.  Check out our interview with Brent below and give us a shout back on ways your credit union is expanding your lending department.