Presentation from @Marigrini and @chrisbros. ISACA 2013 Nordic in Stockholm, April 23rd 2013.

1. Social MediaSocial Media
– a Corporate Love Affair or Just a Nightmare?
Christian Brosstad, DirectorChristian Brosstad, Director ofof PR and Social Media , SpareBank 1PR and Social Media , SpareBank 1
Mari Grini, IT Security Manager, SpareBank 1Mari Grini, IT Security Manager, SpareBank 1
Stockholm, AprilStockholm, April 23rd 201323rd 2013
Twitter: @chrisbros & @marigrini

3. It’s mobile
• How to use your mobile to• How to use your mobile to
get better experiences,
games, social media,
education, health and TVeducation, health and TV
• It’s really about capturing
the right context andthe right context and
understanding what people
want and need to do at
different touch pointsdifferent touch points

4. It’s second screen or social TV
• TV has embraced social media as a way to interact moreTV has embraced social media as a way to interact more
intimately with their audiences, bringing content from the
TV screen to the second screen.
• Advertisers use branded hashtags to market to viewers
• Fictional characters have their own Twitter accounts
• Actors tweet from behind the scenes as they're filming
new episodes
• Twitter is leading the way for a social TV revolution

5. Side 5

6. It’s crowdsourcing
Lego Cuusoo
Crowdsourcing: the practice of obtaining needed services, ideas, or content by getting
contributions from a large group of people, and especially from an online community, rather
than from traditional employees or suppliers.
Lego Cuusoo
• Lego fans upload their own
project
• Projects with 10,000 votes are
reviewed quarterly by LEGO for a
chance to become an official
LEGO d tLEGO product.
• If your project passes review and
is chosen for production, you will
f h l lreceive 1% of the total net sales
of the product
• Eks Minecraft got over 10 000
votes in 48 hours – New Record
• Lego decides if a project fits with
their strategy
o.com
• A win-win situation for Lego and
it’s fans
tp://lego.cuusohtt

7. Why every organisation should love itWhy every organisation should love it:
A Social Media CrisisA Social Media Crisis

10. Being open about your flaws will only
make you more awesome as a brandmake you more awesome as a brand
Fast food retailer Domino : Times Square live feedback from Twitter

13. http://yourquestions.mcdonalds.ca

14. WITH
HUMOR
BODYFORM
A cool answer to a question on Facebook
HUMOR
A cool answer to a question on Facebook

17. Everything is mobileEverything is mobile

18. Saturday 27th October 2012
For the first time we had more people logging on to theFor the first time we had more people logging on to the
mobile bank than internet bank.

21. And last weekAnd last week..

22. Reach: 340 000 in 24h

23. examplesp

24. 1. Crowdsourcing:
Innovation with helpInnovation with help
from customers

26. Our lab – the blog www.pengeroglivet.no
7 years!

27. We’re asking for help...
1500 svar
1500 svar

28. …so we can make better banking services…

29. A big LOVE to the Norwegian people
• http://www.youtube.com/watch?v=H0axPAVW-RY

30. Adverts in newspapers and magazines

31. And we want the customers to write reviews…

32. 2. Crisis Communication

35. http://www.dinepenger.no/regler/ny-svindelmetode-mot-nettbank/20279805

36. 3. Customer Support

37. SpareBank 1 has the
f llmost followers on
Facebook among
Norwegian banks:
215 000 followers

38. 10 “local” Twitter profiles

39. Who inspires you?p y

40. 1. Trust - Zappos
S k fSuksess fremover…

41. The Zappos team is given completeThe Zappos team is given complete
freedom to do whatever they think is
necessary to create a PEC (personal
emotional connection) with every
customer.

42. 1. Trust - Zappos
+
2. Likability - Virgin/
Richard BransonRichard Branson
S k fSuksess fremover…

44. 1. Trust - Zappos
+
2. Likability - Virgin/
Richard BransonRichard Branson
++
3. The products - Apple

45. So what about the future?

46. The future is here… Driving forces
Mobile1
Visual
communication and
2
user experience
Social
3
And a bit more
intelligent...
4
intelligent...

47. Is social mediaIs social media
just a nightmare?just a nightmare?

48. Opportunities – but also risks
Kilde McKinsey 2012: http://www.mckinsey.com/insights/mgi/research/technology_and_innovation/the_social_economy

49. Ho do e orkHow do we work
with social media
i iin a security
perspective?
Put together a team with members from many
different diciplines
Photo: http://www.flickr.com/photos/lumaxart/2137737248/sizes/l/in/photostream/

50. security nightmaressecurity nightmares

51. 1. Pitfalls of sharing and
di ldialogue

52. 1. Pitfalls of sharing and dialogue.
T t t t h i f ti i th tiTo protect or to share information is the question
”Social media is
dialogue and sharing
online”
Photo: from halifax magazine July 29th 2010

53. 2. Personal Life vs.
B i LifBusiness Life

54. 2. Personal Life vs. Business Life

55. 3. Social media spreads
lmalware

56. 3. Social media spreads malware
B t tf l b t t iBe trustful but not naive

57. 4. Identities on the
IInternet

58. 4. Identities on the Internet
F f l d fi id titi th I t tFew formal procedures confirm identities on the Internet

59. 5. Targeted Attacks

60. 5. Targeted Attacks
L l i f ti b t l blLow value information may be a means to access more valuable
information

61. So what do you do as an
i i ?organization?

62. Make an internal campaign to build knowledge
d i i i d land a positive attitude among employees
Some activities
http://www.sli
• Seminars
• Intranet
Q i
ideshare.net/SpareB
• Quiz
• Online discussions
• Gadgets
Bank1/nettvettregle
• Gadgets
• Symbols
er-for-ansatte-i-spa
And we shared our campaign with those who
wanted it. Even competitors!
rebank-1

63. @chrisbros
+47 970 80 686+47 970 80 686
@marigrini
+47 930 22 482+47 930 22 482