Supporting online interaction while safeguarding systems is crucial for dealing with both internal users and members, says Caillouet. A recent reminder of the importance of interaction came when Spokane Teachers moved its members-only classified advertising section two clicks away from the home page. Members immediately protested.
“The whole social side of it is huge,” says Caillouet. She’s currently evaluating how the credit union can use policies and systems to enable employees and members to interact using social media. “I feel comfortable we’ll come up with a solution in 2011.”
As members and employees alike move to new forms of electronic interaction, channel integration will be essential, she says, adding that new products like the iPad will help shape expectations for how and when employees and members access information and services. Those changing expectations will drive IT decisions as credit unions chase the moving target of technology advancement.
“That’s the future,” says Caillouet, “meeting the members on their territory.”
TECH TRENDS BEYOND 2011
IT leaders say a wide range of issues and opportunities are likely to shape budgets in 2012 and beyond: