Western Banker - November/December 2016 - 14

Managing Your Bank's Reputation by Taking an "Inside-Out" Approach to Communicating News '' continued In a nutshell: Your key leadership, staff and customers should hear important news from your bank first, not through the media or on social media. customers. Let them know that they are part of a bigger whole and their role as brand ambassadors is essential. Not only can it aid your reputation to talk with employees before engaging external audiences, but maintaining open lines of communication can also help your bottom line. The McKinsey Global Institute found that communicating and collaborating internally may raise the productivity of interacting workers by 20-25%. Layer 3: Customers, Regulatory Agencies, Partners/Vendors and the Community When it comes to reputation management, it is important to keep the channels of communication open. Rather than waiting until you have a big announcement to make, ensure that you are communicating with these audiences on a regular basis. Then, they won't feel like the proverbial parents whose children only call when they want something. Putting your bank out '' there on a regular basis can also help you attract and retain customers from the community at large. In many situations solid communication equals trust, and trust is the foundation of your reputation and a strong brand. You should be building a solid reputation before you try making announcements about marketing or business decisions. Plus, having a good reputation established is essential when communicating about a crisis. Layer 4: Media and Social Media Giving employees a solid understanding of any newsworthy situation from inside the bank before you talk to the media or post on social media lets employees speak confidently about the situation when talking to customers and the public. Maintain an internal website where you post your communication updates and statements. Additionally, be sure to consistently monitor social media to maintain open communication and stay a part of the conversation. In a nutshell: Your key leadership, staff and customers should hear important news from your bank first, not through the media or on social media. A well-informed staff can be a huge asset to your communications efforts. They serve as critical brand ambassadors who solidify your good reputation outside the work environment. ● About the author: Casey is the founder and president of LT Public Relations, a Portlandbased PR agency specializing in financial services, health care, crisis and legal communications. 824528_McLagan.indd 1 14 www.wib.org Western Banker 06/09/16 11:53 PM http://www.mclagan.com http://www.wib.org

Table of Contents for the Digital Edition of Western Banker - November/December 2016

A Message from the President & CEO
Back to the Future to Manage Portfolio Performance
The WIB App Store
Managing Your Bank’s Reputation by Taking an “Inside-Out” Approach to Communicating News
Interest Rate Risk and ALM: Most Institutions Are Doing it Wrong
Everything Old is New Again — Updating FCRA Compliance in a CFPB World
Professional Development
Secrets to Employee Engagement for Bank Managers
March of the Millennials: Cultivating Relationships Within the Digital Generation
Welcome New Members
Index of Advertisers
Western Banker - November/December 2016 - cover1
Western Banker - November/December 2016 - cover2
Western Banker - November/December 2016 - 3
Western Banker - November/December 2016 - 4
Western Banker - November/December 2016 - A Message from the President & CEO
Western Banker - November/December 2016 - Back to the Future to Manage Portfolio Performance
Western Banker - November/December 2016 - 7
Western Banker - November/December 2016 - 8
Western Banker - November/December 2016 - 9
Western Banker - November/December 2016 - The WIB App Store
Western Banker - November/December 2016 - 11
Western Banker - November/December 2016 - 12
Western Banker - November/December 2016 - Managing Your Bank’s Reputation by Taking an “Inside-Out” Approach to Communicating News
Western Banker - November/December 2016 - 14
Western Banker - November/December 2016 - Interest Rate Risk and ALM: Most Institutions Are Doing it Wrong
Western Banker - November/December 2016 - 16
Western Banker - November/December 2016 - 17
Western Banker - November/December 2016 - Everything Old is New Again — Updating FCRA Compliance in a CFPB World
Western Banker - November/December 2016 - 19
Western Banker - November/December 2016 - 20
Western Banker - November/December 2016 - Professional Development
Western Banker - November/December 2016 - Secrets to Employee Engagement for Bank Managers
Western Banker - November/December 2016 - 23
Western Banker - November/December 2016 - March of the Millennials: Cultivating Relationships Within the Digital Generation
Western Banker - November/December 2016 - 25
Western Banker - November/December 2016 - Index of Advertisers
Western Banker - November/December 2016 - cover3
Western Banker - November/December 2016 - cover4
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