Social360 caught up with Anthony Hua, Social Media Manager at TSB Bank, to find out his thoughts on social media and how Alerts services are valuable to an organisation.
Social360: What differs between your “real life” persona and what you are like on social media/online?
AH: I think there are more similarities between my ‘real life’ and social media personas than there are differences. In general, I wouldn’t post something online that I wouldn’t say in person. We’re all responsible for what we post online and this is something that I believe in more as I get older.
Social360: What was your last post on social media and why?
AH: For work, my last post was on TSB’s LinkedIn page about the Pride of Britain Awards, as TSB and Trinity Mirror have joined forces this year in a new partnership to celebrate ordinary people doing extraordinary things to help each other right across Britain.
On my own LinkedIn page, I shared a story I placed in the media about how we saved a bride from the British wet weather by giving her a set of TSB-branded umbrellas. I enjoy telling stories about our work in the local community because I think these resonate really well with ordinary people. Working on local stories is definitely one of our strengths at TSB, and S360 help us identify our successes.
On my personal accounts, I recently shared an Instagram post about a hilly bike ride I did over the weekend. I’m not particularly fast but I’m determined to get better!
Social360: What social media sites do you use professionally?
AH: I really like LinkedIn. It’s great for seeing what other people in other industries are up to, as well as sharing your own success stories. And although the other social media sites I use are more personal, I still assume that my current and future employers are watching. This goes back to my belief that I generally wouldn’t post something online that I wouldn’t say in person.
Social360: How is the digital world changing your industry?
AH: Digital innovation has changed banking in a big way. Think about the way people do their banking now compared to five, 10, 20 years ago. In a relatively short period of time, we’ve seen the advent of internet and mobile banking, as well as being able to contact your bank via social media. That’s not to say that physical branches don’t matter. The growth of digital services has certainly made banking easier than ever before, but branches will continue to play a role because there will be times when only face-to-face interaction will do.
Social360: How is social media managed in your organization?
AH: TSB has a social media team that manages proactive content centrally. A lot of our stories come from our own people, so TSB Partners across Britain are encouraged to send in their stories internally.
Social360: Which organization do you think has a great approach to social media?
AH: Personally, I really like Lidl’s whole communications approach – not just their social media. I remember when I was growing up, Lidl was – rightly or wrongly – just seen as a cheap brand but not necessarily selling quality goods. Their stories and products didn’t look like those from Tesco or Sainsbury’s and I think a lot of people unfairly turned their noses at them.
It’s clear that Lidl has worked really hard to showcase both their value and quality and I think it’s paid off. From my point of view, they are a real challenger success story. TSB is a challenger bank, here to bring more competition to UK banking and ultimately make banking better for all UK consumers, so I guess I like to see challengers doing well.
Social360: How do you find Alerts necessary/useful for your organisation?
AH: We’re all busy people, so S360’s alerts and reports service give me the information I need at a glance. It’s easy to use and doesn’t require any additional training.
Social360: In what context or around what issues have you found Alerts to be most valuable?
AH: The good thing about S360’s Alerts is that they’re often relevant, fast and come to us in real time. When you couple it to the daily report service, the two go hand-in-hand and become a useful tool for us corporate communicators.