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Social Media

Quick links:

Social Media is a fantastic way to support your core business.

What can Agencies do?

  • Engage with local communities.

How can we help?

  • Regular content is provided on the YBS social channels for you to view and like.
  • Providing best practice support.
    • General Social Marketing.
    • LinkedIn.

Setting up a Social Media Account for your Business

First things first you need to decide is which Social Networks you want to be on. Things to consider:

  • Which Social Networks do your customers use?
  • What level of resource do you have?
  • Who is going to manage the account and ensure it’s up to date?
  • How are you going to manage Customer Service queries and comments?

Choosing a Social Network

Facebook

The world's favourite social network (1.85bn users worldwide) - Share posts, photos and videos with friends and beyond.

Twitter

Limited to 280 characters, Twitter is the snappy way to share your thoughts and has become a popular Customer Service channel.

Instagram

Share your life through photos and videos with plenty of hashtags.

YouTube

100 hours of video are uploaded every minute making YouTube the world's favourite way to consume videos.

Pinterest

Pinterest is all about discovery - create and share pinboards or what inspires you. Bing on Home, Design, Food and Photography.

LinkedIn

The number 1 business social network and professional development site.

Setting up Social Media Accounts as YBS

Although agencies can like YBS content at any time. Agencies must not set up Social Media accounts as Yorkshire Building Society or associated brands.

Interacting with Yorkshire Building Society Content

Sharing content

Agencies may ‘like’ Yorkshire Building Society content, we ask Agencies not to ‘share’ and ‘retweet’ YBS content due to a recent change in regulation.

Dealing with Queries and Complaints

Having a Social Media presence brings with it a requirement for handling customer service queries.  We need to ensure that we deal with customer queries and complaints in a timely and compliant manner.

Considerations:

  • Ensure you have the resource to monitor and respond to customer queries and complaints.
  • Ensure you have clear customer service processes.
  • Ensure you are able to store ‘significant communications’ in line with the requirements set out in.
  • FG15/4 - Social media and customer communications: The FCA’s supervisory approach to financial promotions in social media.

For YBS agency internal use only.

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