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Who’s Your BS Director?

Originally published on CUInsight.com

It’s a requirement of every organization. They’re among the most important roles, ensuring all operations proceed smoothly!

Wait, why do you keep looking at me like that? What is it? BS? You know what it means. Oh, you’re thinking of that meaning. No wonder you’re so flustered!

BS is short for better systems. Because what else would it represent?

Imagine a BS Director. What would that look like? It’s no explicit role. They address auditing and accounting. They manage vendor relationships. It is even in their playbook to interact with members. They’re busy bees, learning as they go, continually developing BS for each action. They’re full of BS, and all they want to do is share it with others!

Good thing your credit union has no bad systems. Oh, but you do. Even if your member experience appears smooth as a glassy sea, there is some aspect where the waves pick up. It could be anywhere. Don’t worry, though. Your BS Director will help point them out, and suggest paths which navigate back to calmer waters.

And it doesn’t just have to be on the member-facing side. Maybe it’s way too much work getting that darn copy machine fixed. Or a certain regular action needs high-level approval, which wastes everyone’s time. It could be anything. BS Directors love variety.

Of course, as important as the BS Director is, they can’t do it alone. In fact, when did I ever say they were a single person? Your BS Director is every staff member (and sometimes even your members)! I know for a fact that many members of your team have great ideas. I’d bet some are sitting right now with suggestions which have never seen an executive retreat PowerPoint slide. BS Directors, everywhere you look! So why is it that we all don’t have BS oozing out of our very entities?

We don’t welcome it. Or, we let it be shared, then ignore it. At least where it doesn’t affect us or the bottom line of our organization. Maybe it was just inconvenient to bother at the time. Though, I’m sure no credit unions have ever passed on a good suggestion.

How do we ensure BS Directors in any role are respected and followed? By adopting a humble mindset: “Great ideas can and do come from all places. I’m open and eager to empower an environment of sharing!” Where your members feel welcomed to share how something would be better (and then see it adopted), it creates a tighter community. When your staff knows their feedback is taken seriously (they are the ones actually doing the work day to day!), you get those suggestions eagerly.

Can any of you remember a workplace where you feared repercussions for suggesting a better strategy? Or where the “best ideas” were from the boss, and the boss alone? Since most of us can, it’s our natural state. Your credit union needs to actively change that perception before people (members included) will be comfortable sharing. Let this article be your first BS Director. From here, in the words of Captain Planet, “the power is yours!”

TL;DR: Your members and staff have great ideas, but it takes a conscious shift to make people ok to sharing (and receiving).

Image credit: © publicdomainstockphotos | Dreamstime Stock Photos

Even More Bad Advice – Part 2

Originally published on CUInsight.com

If you thought the last post was awful, this one is worse. We’re back to giving bad advice. This time, we’re talking choices, external link warnings, and, because it’s my top pet-peeve, passwords again!

More Options Is Always Better

“Enjoy checking…with choice! Find the account which matches your needs from our 5 different plans. They’re basically all the same, besides a 0.01% dividend. But who cares…options are essential!”

I get the concept: By creating a solution for every possible need, you can appeal to any potential member. Thus, your membership potential isn’t any one category, it’s humans (and sometimes even that is stretched…why can’t your dog share in savings?). Now that I’m thinking about it, a savings account for your pets is pretty cool. You could put away for their essentials, vet bills, unexpected challenges, and more. It’s like a savings goal, but separated in a fun way. Ok, that one is excluded.

Where was I? Oh, yes, choices. My business works primarily with the auto lending side of credit unions. In it, there is one main goal: Encourage the member to get pre-approved. However, people look for a car before a loan (unless they have no clue what they can afford/finance). As a result, many credit unions set up car-buying resources. They include calculators, lengthy PDF guides, and external company links. In many cases, they’re not even affiliated with those outside links! (Keep this in mind, it comes up later) What are you doing? Keep it simple! One link to do the fun “build/find a car” with a partner program (Disclosure: My company offers exactly this) and another to get pre-approved. Those outside company links? They often have their own financing programs. Bye bye loan (or ever knowing that member is looking to buy a car).

You may have heard of the “Paradox of Choice”. Give someone too many options and they’ll never make any decision. In fact, new research shows that this isn’t 100% true (science doubts itself always, boys and girls). What they found was that better options are better. More options for the sake of options makes people do one of two things: 1) Never decide and do nothing or 2) Decide based on meaningless factors (possibly because the important ones are hard to understand or not immediately obvious). If you must offer options, make sure they are equally good and clearly different.

External Link Warnings Keep Members Safe

A vestige of the World Wide Web’s “dark ages”, these are pop-up messages telling the browser that they are now leaving so-and-so’s website, and they cannot guarantee their safety, security, or that delivery will be in 30 minutes or less. You don’t need them. Many credit union legal teams claim they are mandated, but the only reference I’ve ever uncovered is a non-binding NCUA guidance from 2003. That’s Pi, or pre-iPhone. Weather widgets, local news scrollers, and other useless distractions were commonplace on most websites. Sure, if someone was clicking from their online banking to see what the latest news is in Anytown, USA, yeah, I’d want to ensure it was clear that site isn’t us.

You’ve learned a lot since then.

And if you’re that worried about where you are sending members, why send them there? (Remember the post Trusted Partners!) I’ve seen external link warnings on links to NCUA, loan applications, and more. You have legally-binding agreements with these partners or providers! It gives me the feeling these credit unions just said, “The world is a scary place. Let’s terrify our members, too. Oh, and make sure they never use our products.”

Alright, your legal team insists the warnings are necessary. Can’t argue. Just make them friendlier! Instead of a long text field in legalese, create a bright-colored, concise text notice. “Hey, just so you know, this link goes to someone we work with. They’re great, but we have to let you know they might have different policies on privacy than us. Click here to continue or just wait 5 seconds and we’ll get you on your way!”  Here’s an example from a client (name redacted). It’s still a bit long for my taste, but isn’t scary if you read it:

Simple, friendly, and still accurate. Always remember your mission. You’re people serving people. The second you adopt the terminology people associate with “big banks”, you’re no different.

So, instead of slapping warnings on every link, be diligent in working with people and companies who truly share your mission. Then you don’t need to warn anyone about anything. And, if it’s essential, be nice about it.

Passwords With Symbols Are Most Secure

We covered this in passing last time. But since the focus was on changing passwords, I want to cover this independently. Your password doesn’t need to go to the gym. And no, your password doesn’t even lift, bro.

Password strength is determined by how hard it is for a computer to figure it out, strictly by guessing. And you know the easiest way to make it really hard? Length. Not symbols. Not using aLterNatinG cases. Not replacing 13tt3rs with numbers. Sheer length. Here’s that amazing xkcd comic to explain why, once again.

If my password was “GoshIneverrememberpasswordsnomatterwhattheyare”, I can guarantee you, no computer in existence today will ever crack it. Yet you’ve already memorized it.

Many recent password leaks have had passwords figured out because the security they used was garbage. I can’t help you there. Insist their system gets an outside security audit regularly, and, if they’re responsive, ask if they’re using salted password hashes. If they aren’t, don’t give them your information.

With good security and strong passwords (ie. long ones), you can enjoy the convenience of online services with little worry of your information being compromised.

I never want to see those, “Your password must include 6 symbols, 2 emoji, 3 different cases, and one name of your favorite pet” prompts again!

And that’s just a bit more bad advice.

Image credit: ArsTechnica, http://cdn.arstechnica.net/wp-content/uploads/2013/05/correcthorsebatterystaple.jpg

Bad Advice on Website Clicks, Design, and Passwords for your Credit Union

Originally published on CUInsight.com

Read this post to get a whole lot of bad advice.

You’re still here? Wonderful. Because I didn’t give up the whole story. I am giving bad advice, but then we will learn about the better alternatives.

And, we will discuss why that advice was bad. Turns out, there’s a lot of it, so the discussion will be split into a couple of parts. To start…

…Let’s focus on your website, as it is the face of your institution for most of your members most of the time. It’s like a branch…does that sound familiar?

Bad Advice: Fewer clicks are better

In the early days of the World Wide Web, everything was slow. Browsers were slow. Modems were slow. Even turning on your computer was a timely process.

If a website took under 20 seconds to load, things were great. And now I have to click to another one? Ugh. I have plans tonight, you know!

Today, your phone, computer, and internet connection are each hundreds, if not thousands, of times faster than those original setups. If a site doesn’t load in 4 seconds, the majority of people are gone.

Back of Router

It’s easy to tap or click your way dozens of links down a rabbit hole of “10 best” or YouTube related shorts with almost no delay.

Just ignore the fact you burnt 3 hours of your life watching a chameleon walking across a branch, then a cat wearing a hat of its own fur (this exists).

While we may waste time online, very little of it is dedicated to waiting.

Give your members the right information to set their expectations properly. If a banner directs to a program, have a page presenting what they can expect, then guide them to applying/shopping/registering.

If you were on Amazon and clicking on a product took you to the shopping cart, it’d be off-putting. Don’t do that to your members. Embrace the clicks, within reason.

Bad Advice: Information Can’t Be “Below the Fold”

Back in the day, scrolling was miserable. If you were cool, you had a sticky, dirty gray wheel wedged in your mouse. Otherwise, scrolling meant clicking a tiny arrow on the side of the screen. What. A. Pain.

Apple Magic Mouse
We’ve come a long way.

As a result, websites were made to fit within the most common screen dimensions of the day (800×600 or 1024×768). This meant a lot of info squeezed in a small area.

I’ll admit. Many of our company sites years ago were sticklers to this concept. We still try to make pertinent information immediately prominent, but if scrolling makes a cleaner, more explanatory process, we’ll do it.

Today, who doesn’t scroll? Touchpads allow easy scrolling. All mice have a wheel or swipe area. Phones and tablets are built on scrolling. It’s second nature now. Which means your members are accustomed to doing it.

Your webpages can go down, it’s ok.

General rule: If it’s essential, put it up top. If it’s explanatory, let it go below.

Bad Advice: Changing Passwords Often Improves Security

Wrong. Wrong1. Wrong123. Wr0ng2017. Fido.

Fingerprint Key on Keyboard
Many modern laptops actually have fingerprint scanners. Use them.

How many sites do you sign in with the same password? If the answer is “none”, then you’re obviously using a password manager, or they’re written down on your desk.

If the latter, get rid of that list. More than likely, you reuse your favorite password everywhere. It’s ok. You’re not alone. Passwords stink.

This piece of bad advice is my biggest pet peeve. Until recently, it was the official recommendation of the Federal Government, and is still policy at many credit unions (kudos to VyStar, who only offered partially bad advice…smiles!).

I actually got into an argument with one of the largest CUs in the US for suggesting it. I’m sorry for their members.

Complex Becomes Simple Over Time

If I asked you to make a complicated password, what would it be? Random letters and numbers (impossible to remember)? A common word with a 1 at the end (possible)? A pet’s name (likely)?

Now, imagine I told you to change it every three months, “in the name of security”. Would you come up with a more complicated password, or a simpler one? Research has shown the latter to be true.

Password Rotating Lock

If “MyPetIsTheMostAwesome2016” was your original, perhaps the new one would be, “MyPetIsTheMostAwesome2017”. Until they say it has to change more than that. So then you use, “Pet2017”. For the next cycle, you use “p3t2017”.

And a few months later, you just gave up and wrote it on a post-it note stuck under your desk.

Security experts” (despite being Norton, their advice is awful) claimed that changing your password ensured it was safe. As if passwords are slowly degrading over time. Wrong.

They’re either compromised or they’re not. If you have a long, complicated, but easy-to-remember password, stick with it (unless that service said their data was hacked).

Keep Tabs on Your Passwords

Also, if you use modern password managers, they can check to see if any of your usernames or sites match those that experienced breaches. The software will help you change passwords that may be compromised.

My favorite comic, xkcd, has a popular post about the password topic. Go there, then tell me your password doesn’t include a correct horse with a battery staple. Do it.

More Bad Advice To Come!

In the interest of time, let’s end part one here. Did any of this advice surprise you? Have you been told the opposite by your co-workers, superiors, or trade associations?

Comment here, and I’ll help connect you with the resources to educate them the right way. Hey, we can all be wrong. It’s what we do when realizing.

What other bad advice do we have to look forward to? Option overload, one final point about password strength, and those annoying “are you sure you want to continue” pop ups on your website!

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