the personal web: personal observations and the challenge for financial services ian graham bmo...
TRANSCRIPT
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The Personal Web: Personal observations and the
Challenge for Financial Services
Ian GrahamBMO Financial Group
http://www.iangraham.org
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Personal Web
Geography
Space • Social vs. Personal • Why so hard?
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Personal Space
... space surrounding a person which they regard as psychologically theirs.
Invasion of personal space can leads to discomfort, anger, or
anxiety on the part of the victim.
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Public Space(anonymity)
Social Space
Personal
Intimate
1.2 m
4 m
7.5 m
0.5 m
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Social Web:Social Web:Social Web:Social Web:
Analytics • social software •no boundaries • new norms • personas
BlurringBlurring of Spaces of SpacesBlurringBlurring of Spaces of Spaces
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discomfort • anger • anxiety • uncertainty
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Financial Services
lend • transact • manage • plan
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Public Space(anonymity)
Social Space
Personal
Intimate
1.2 m
4 m
7.5 m
0.5 m
Banking
trusted • safe • secure
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Financial Service Goals
Buy more products Use more services Be company of
choice
services Social banking? Personal
relationship Personal service
Web StrategyGoals
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Personal? I have money,investments,at multiple
places
I want advice,assistance at
reasonable cost.
I do lots of social things
involving money
Tell me stuffI need to orshould know
I want my bankto help, not
hinder
I have “Facebook”expectations
of functionalityI want to be able
to do a lot bymyself
You must protectmy data and my privacy
I don’t want to tell youeverything
My bank is a safe place
P
S
S
S
P
S
P
P P
P
P SP S
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Sample “New” Capabilities
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What is ‘acceptable’ without sacrificing credibility?
How to offer safe, personal service in a social world?
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