TD Bank's Social Strategy: Start Small, Think Big

TD Bank's Wendy Arnott was in the keynote stage spotlight at Lotusphere this week as a social business champion undertaking an ambitious deployment of IBM Connections, but the roots of those ambitions go back to long before the bank went shopping for enterprise social networking software.

TD Bank has committed to "weaving social into everything we do and how we do it," said Arnott, whose job as vice president of social media and digital communications was created specifically around that vision. IBM Connections, the social software IBM is positioning as its next-generation collaboration environment beyond Lotus Notes, will be the technical foundation. Yet TD Bank's initiative started much more simply.

An online conversation started by a junior teller demonstrated the potential of using social media within the company. This led to an idea that is now "expected to represent our biggest single productivity improvement in the coming year," Arnott said.

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