Transcript The Personal Web: Personal observations and the Challenge

The Personal Web: Personal
observations and the Challenge
for Financial Services
Ian Graham
BMO Financial Group
http://www.iangraham.org
Personal Web
Geography
Space • Social vs. Personal • Why so hard?
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.
Public Space
(anonymity)
Social Space
Personal
Intimate
0.5 m
1.2 m
4m
7.5 m
Social Web:
Blurring of Spaces
Analytics • social software •
no boundaries • new norms • personas
discomfort • anger • anxiety • uncertainty
Financial Services
lend • transact • manage • plan
Public Space
(anonymity)
Social Space
Banking
Personal
Intimate
trusted • safe • secure
0.5 m
1.2 m
4m
7.5 m
Financial Service Goals
Goals
 Buy
more products
 Use more services
 Be company of
choice
Web Strategy
 services
 Social
banking?
 Personal relationship
 Personal service
P
S
I want my bank
to help, not
hinder
Personal?
S
P
P
You must protect
my data and
my privacy
P
I want to be able
to do a lot by
myself
I do lots of
social things
involving money
P
I have money,
investments,
at multiple
places
I have “Facebook”
expectations
of functionality
S
S
Tell me stuff
I need to or
should know
P
P
I don’t want
to tell you
everything
P
S
S
My bank is a
safe place
I want advice,
assistance at
reasonable cost.
Sample “New” Capabilities
What is ‘acceptable’ without
sacrificing credibility?
How to offer safe, personal
service in a social world?
Thanks
http://www.iangraham.org