The Online Banks Nightmare: Crisis Communication Through Social Media By Marius Teige (Eksamensnr ) & Alexander Ulven (Eksamensnr )

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2 Table of Contents APPENDIX 1 STAKEHOLDER MAP 3 APPENDIX 2 - STAKEHOLDER SALIENCE MODEL 3 APPENDIX 3 - POWER-INTEREST MATRIX 4 APPENDIX 4 - FROM IDENTITY TO REPUTATION 4 APPENDIX 5 - KEY ELEMENTS OF CORPORATE REPUTATION 5 APPENDIX 6 - MANAGING CORPORATE IMAGE AND CORPORATE REPUTATION 5 APPENDIX 7 - INTERVIEW GUIDE 6 APPENDIX 8 KEY COMPONENTS IN AN CRISIS MANAGEMENT PLAN (CMP) BY COOMBS 8 APPENDIX 9 NRK NEWS ARTICLE ON THE DNB INCIDENT 9 APPENDIX 10 - NEWS ARTICLE ON SKANDIABANKEN INCIDENT 10 APPENDIX 11 - FACEBOOK INTERVIEWS 11 APPENDIX 12 - FACEBOOK USERS IN NORWAY. 20 APPENDIX 13 HOW DIFFERENT AGE GROUPS ARE INTERACTING ONLINE 21 APPENDIX 14 TRANSCRIPTION OF FOCUS GROUP 23 APPENDIX 15 TRANSCRIPTION OF THE INTERVIEW WITH THE DIRECTOR OF SKANDIABANKENMAGNAR ØYHOVDE 47 APPENDIX 16 ENGLISH SUMMARY OF INTERVIEW WITH MAGNAR ØYHOVDEN 64 APPENDIX 17 - INTERVIEW THE HEAD OF SOCIAL MEDIA, NINA K. HAREIDE-LARSEN 69 APPENDIX 18 ENGLISH SUMMARY OF INTERVIEW WITH NINA KRISTIN HAREIDE-LARSEN 96 2

3 Appendix 1 Stakeholder Map 1 Appendix 2 - Stakeholder Salience Model 2 1 Lebel, J. (2003) - Health: An Ecosystem Approach -http://web.idrc.ca/openebooks/012-8/ Collected 26/ :51 2 Mitchell, Agle and Wood (1997) - Toward a Theory of Stakeholder Identification and Salience - Page 854 3

4 Appendix 3 - Power-Interest matrix 3 Appendix 4 - From Identity to Reputation 4 3 Exploring Corporate strategy: Text & Cases: Johnson, Scholes and Whittington 2008: Page 156 / Corporate Communication: A guide to theory and practice: Cornelissen 2008 : page 53 4 Fombrun (1996) Reputation - Page 36 4

5 Appendix 5 - Key elements of corporate reputation 5 Appendix 6 - Managing Corporate Image and Corporate Reputation 6 5 Chun (2005) - Corporate reputation: Meaning and measurement Page 98 6 Gray and Balmer (1998) - Managing Corporate Image and Corporate Reputation Page 696 5

6 Appendix 7 - Interview guide The authors of this paper has chosen to use Steinar Kvale s book Doing Interviews from 2007, to create an interviewing guide, for the purpose of getting the most out of the interviews and focus groups that will be conducted for this paper. The reason why the authors chose Steinar Kvale is because of his long research and work within interview techniques, and the authors also wanted to conduct a qualitative interview, which is well explained in Kvale s book. The qualitative research approach intends to see the outside world, and to understand, describe and sometimes explain social phenomena from the inside in a number of different ways. Common for the approaches of qualitative research is that they seek to analyse how people construct the world around them, what they are doing or what is happening to them in terms that are meaningful and that offer a rich insight. These approaches could include: - Analysing experiences of individuals or groups - Analysing interaction and communication in the making - Analysing documents (texts, images, films or music) By performing a qualitative research, the authors aim to access experiences and interactions in their natural context and study the particularities emerging from the research. The qualitative research needs to be well framed around the chosen topic of the researchers and keep within these frames throughout the interview. Kvale states that: Through conversation we get to know other people, get to learn about their experiences, feelings and hopes and the world they live in. In an interview conversation, the researchers asks about, and listen to, what people themselves tell about their lived world, about their dreams, fears and hopes, hears their views and opinions in their own words, and learns about their school and their work situation, their family and social life. 7 What the authors needs to remember during a qualitative interview, is that this is a research interview and will be used as an important tool where knowledge is constructed in the interaction between the interviewer and the interviewee. The interview conversation is decided by the authors and needs to be handled professionally, and it s the interviewer s responsibility to keep the interview on point, pose questions and decide which answers to follow up. The interviewers will aim to understand the lived daily world from the subject s own 7 Steinar Kvale (2007) - Doing Interviews Page

7 perspectives and will seek to obtain information, with a base in the already described phenomena of the social world. This will be a mixture of an everyday conversation and a questionnaire, and will have a purpose of extracting knowledge benefiting the research. The interview will have the theoretical framework in mind, with the approach to the qualitative research. The interview will include, for the researchers, of being relativist, subjectivist and hermeneutic in the approach for knowledge and information. The questions asked in the interviews be ethical correct and with a hope to get a good neutral and descriptive answer, which means that the authors will think through, in advance, the topics, value issues and ethical dilemmas that may surface during the interview. The ethical aspect of the interview must be considered, since the since the integrity of the master-thesis and the researchers is on the line. The interview will be taped and transcribed. 8 8 Steinar Kvale (2007) - Doing Interviews Page

8 Appendix 8 Key components in an crisis management plan (CMP) by Coombs 9 1. Cover Page 2. Introduction 3. Acknowledgment 4. Rehearsal Data Pages 5. Frist-Action Page 6. Crisis Management Team Contact Sheet 7. Crisis Risk Assessment Section 8. Incident Report Sheets 9. Proprietary Information Section 10. Crisis Management Team Communication Strategy Worksheet 11. Secondary Contact Sheet 12. Stakeholder Contact Worksheets 13. Business Continuity Plan 14. Crisis Control Center Description 15. Post-crisis Evaluation Forms 9 Coombs (2012) Ongoing crisis communication: Planning, managing and responding Page

9 Appendix 9 NRK news article on the DNB incident 10 DnB NOR s online bank is functioning again 1, 5 million customers were affected by techincal difficulties, but on Wednesday afternoon everything is in order. DNB Nor discovered difficulties in their online bank on Tuesday afternoon. It was informed on their web-site that it would be function again no later than Tuesday night at Come Wednesday morning and there were still difficulties for customers to log on. On Wednesday afternoon, the problem was finally fixed. It was a technical error at one of DNB Nos subcontractors who caused the various difficulties in the system. Many of the 1,5 million users of DNB Nors online bank were not able to pay pills or check their tax return since Tuesday afternoon. 10 NRK - nrk.no/helse-forbruk-og-livsstil/ Published 13/ kl.10:58 Karina Jørgensen & Tuva Jofand 9

10 Appendix 10 - News article on Skandiabanken incident 11 Problem solved Skandiabanken s online service has been out of order since Tuesday morning. At midnight the problems were solved. Their customer-service will remain open to to help those who need it. Referred to Facebook On the bank s web-page, customers were met by the following message: «You are forwarded to this site, because we are at the moment experiencing some technical problems. The problem also affects the SMS-bank and the Mobilebank. Bills that have already been registered will be paid as normal. During the day unsatisfied customers offered hard criticism on the banks Facebook page followers. Our own servers are functioning, but the situation was caused by one of our own subcontractors. Our communication on Internet is not functioning. 11 Bergens Tidene - Published 11/ :26 by Liv Skotheim 10

11 Appendix 11 - Facebook interviews Interviews with customers who had been affected by the regarded crisis and was also active on the organizations Facebook-page, was conducted. These interviews were conducted through the private message application on Facebook and contained a set of open-ended questions regarding the customers experience with the bank during the crisis. All four customers received the same set of questions Question sheet 1. Could you give a brief description of the situation you experienced? 2. How did you first contact the bank with the problem you experienced? (Through the Call Centre, Facebook page, or others?) 3. How did they respond or contact you? (For example: Phone/sms, , Facebook page) 4. How long did it take before they responded? 5. Are you satisfied with their service? Why? Why not? 6. What was your impression of Skandiabanken/DnB usage of social media to help you in this situation? 7. Has this episode changed your view of the bank? For better or worse? Why? The customers responses on the banks Facebook-page is attached under the interview DNB-customers Customer 1: 1. I was trying to get in to my online account at my bank, DnB, when I experienced once again that their site was down. I was supposed to pay some bills that day, and it frustrated me a lot that I was not able to do this. 2. Since I was online I checked out their main web site first to see what they wrote about the problem. Then I checked out their Facebook page and wrote a less friendly message to get my frustration out. 3. They responded my comment on Facebook, and quite quick actually. 4. No longer than 5-10 minutes. It was a positive surprise. Also considering the quick response, I did not feel the need to call them to figure out what was happening Interviews 11

12 5. I am satisfied with the service, considering the quick response time. But I still wasn t able to pay my bills because of a technical problem, which happens a lot, so I am not happy with that. 6. It was a positive impression for my part, considering the quick response time. I would have spent much more time trying to call them, or getting a reply from a It has not changed my view about the bank. It still has too much technical problems, and it is frustrating. If this situation does not change soon, I will have to change bank. But like a mentioned earlier, I consider their facebook page as a positive change in their customer service. Customer 2: 1. I needed to transfer some money from my account in DnB to another account I have in a different bank. Once I tried to log on I got the message page not available, and since this was not the first time I have experienced this I got a bit angry. 2. I first tried to call them, but there was a long cue to get in touch with someone at the call centre, so I posted a comment on Facebook. I have seen that other customers have posted a comment on Facebook and got a reply quite quick, so I was hoping for the same. 12

13 3. I did not get a call back from the call centre, but I got a reply on my comment on Facebook after 30 minutes or so. I was actually a very informative reply, and I was not expecting that. 4. Like I said above, probably around 30 min or something like that. 5. I am definitely not happy with the call centre, it takes to long get in touch with someone there. I want a quick response to my problem, and being on the phone listening to music while you wait for a reply is not the way to go. But I was very satisfied with the response I got on my comment. 6. I will have to say that it is a positive impression. It is an easy way to get in touch with the bank, and also a good way to blow of some steam. But I have to say that I am a bit surprised about all the activity from other customers on Facebook. I had someone who commented my statement, and I did not expect that to happen. 7. I know they have had some issues with their online bank, and for me as a customer it is getting annoying that it happens as frequently as it does. But I also have another bank that I use, and it is not much better there. I still don t have a very good view of the bank, but this use of Facebook was a positive surprise and step in the right direction with their customer service. 13

14 Customer 3: The Online Banks Nightmare: Crisis Communication Through Social Media 1. I was trying to log on to my account to both pay some bills and transfer some money to my son, but the bank was down. During the last years this has happened more often, and it is not the stability I expect from my bank. 2. I first tried to call the bank, but did not get through and did not have the time to wait. So I wrote a and posted a comment on Facebook. I made it perfectly clear what my opinion about their problems was. 3. They did not reply my or called me back. But I got a reply on Facebook where they apologized for their services being down, saying they understood my frustration and that they did all they could to fix the problem. 4. I don t remember the exact time, but I guess it took minutes before I got a reply. 5. I am not satisfied with the customer service they provide over phone and . I would think they would do more to keep their customers happy. When I experience a problem, I want answers about what is going on and how long it might be a problem. But I have to say I am happy with the response on Facebook, so that is the only positive thing about their customer service. 6. It was helpful to have a place where I could release some frustration about the situation. Considering it is the biggest bank we have in Norway, I would guess that there would be a lot more angry customers if there was no place to get in touch with the bank and get quick answers. I would say I have a good impression about DnB usage of social media. 7. I am still annoyed every time the bank is out of order, but I don t know if there are any other banks that would provide the same product/service line as DnB. So even if there is some small bugs once a while, I am still a customer. But I think they have a long way to go with customer service, and Facebook is a nice addition. 14

15 Customer 4: The Online Banks Nightmare: Crisis Communication Through Social Media 1. I just had a lot of questions about what was happening. Had been reading about some hackers trying to access different banks servers, and considering that they had no information available on their web page, it made me worried. 2. I just posted a comment on Facebook. But if it had been of a more personal question I would have called in. 3. They responded my comment in a polite manner. 4. Took around min before the responded. I would not have expected them to respond that quick. 5. Considering my question I was happy with the response. They gave me a direct answer to the problem, and I think it is better to get it direct from the bank instead of reading it in the newspapers. 6. I am happy with their usage of social media. I don t know if they are active on other places that Facebook, but the work they do on Facebook is good. For my situation it was nice to get a rapid response for a change. 7. I might have become a bit more positive towards the bank. It might be an indication that they want to become more open for dialogue with their customers. And I like the fact that they reply on criticism as well as questions and positive feedback. 15

16 11.3 Skandiabanken-customers Customer 1: 1. I was trying to log into their web-site or online bank, but I only got This page is unavailable. This was on the same day I was supposed to pay a great deal of bill and the web-site wasn t a 100% functional before a week had gone by. 2. Facebook. I read some of the other customer s comments on Facebook and that s how I found out that Skandiabanken was experiencing problems. And I rang the customerservice, but they said that they couldn t help me, because their system was also down. 3. They didn t respond to my comment on the Facebook-wall. I got some answers when I called them. 4. I was on hold for quite some time, since everyone else was calling in. So maybe half an hour or something. But they couldn t help me! 5. I m not satisfied with the service. Skandiabanken is an online-bank and the service they provide is online. I do not have a physical bank I can stop by and get to answer to my questions. So I wonder why everyone else got help on Facebook, except for me!! 6. Their Facebook-page was the first I checked to get information, and I could also see hundreds of other customers who had trouble. But I didn t see anything of what Skandiabanken posted of updates. They seem to drown in the sea of other complaints. 7. They have experienced trouble ever since, so in October I changed bank to Bank Norwegian. Before the technical trouble I felt that Skandiabanken was the best bank in Norway, but I see now how vulnerable they are. 16

17 Customer 2: The Online Banks Nightmare: Crisis Communication Through Social Media 1. It was not possible to log into Skandiabanken s web-site, which I have experienced many times with Skandiabanken. I needed to log on and transfer some money. Their mobile-bank was down as well, so I couldn t use that either. 2. I first called them, but they said nothing was reported. So they told me to close my browser and try again. When that didn t work I wrote on their Facebook-page that it was frustrating that it was so often unavailable. 3. They replied to my Facebook-comment, but that didn t help that much. They didn t give me any options to what I could do to pay my bills. Empty promises and the problems kept on during the whole week, and actually have had problems ever since! 4. I wrote it in the evening and next morning they replied. I thought their customerservice was open until I m unhappy with the fact they didn t tell us anything. I didn t feel I got any information about what was going on. I m not satisfied with the way they handled it and the answers I got to my questions. 6. Without the Facebook-page, I think there would ve been a lot more angry customers. Because it was a long queue on their phone and the web-site didn t work, so we couldn t chat with them. So I m glad they gave me some attention on Facebook, but I don t feel it was enough. 7. I had a great impression of Skandiabanken before the incident. Now it is shattered. Their vision is to have the most satisfied customers. I m not happy, but I haven t changed bank.. Yet.. 17

18 Customer 3: 1. I needed to log in to my bank, because I had to activate my credit card. But the site was down. 2. I wrote on Facebook asking for an update and that I needed to activate my credit card. They told me to call the Call Centre and get it fixed. And it got fixed! 3. They commented on my post on their Facebook-wall. 4. Very fast.. 5. I m satisfied with the customer-service. I didn t even know they could activate the card for me, so I m glad they informed me as quick as they did. 6. I feel they answered every question people had and that it didn t take a long time before they answered. The Facebook-page was a good alternative to phone and e- mail. The chat didn t work since the web-site was down! 7. I didn t get angry or disappointed at the time, but I didn t want it to happen again, which it has A lot of times. But I think one needs to take the consequences if one choses to use an online bank. I m still a loyal customer to Skandiabanken and feel that they have been very unlucky this year. Customer 4: 1. Skandiabanken was experiencing technical difficulties, which meant that customers couldn t log in to the online bank. 2. I wasn t aware of the problem before some friends of mine told me. I wanted to get some information about what had happened, but whenever I found an update 18

19 from Skandiabanken, the update didn t tell me anything. So I wrote on Facebook asking for an update and asked why the whole thing was such a big secret. I felt that this made them less credible and that s why I wrote the things I wrote on Facebook. 3. Got a response on Facebook, where they explained the reason for the crisis. 4. Don t remember. 5. I m satisfied to a certain degree with the Skandiabanken s customer-service. Thus, this was a special episode for the customer-service, since angry customers wanted an answer all at once. But based on my past experiences with the customer-service, I m satisfied. 6. It was important to air out some feelings and at the same time get some answers. I felt Facebook was the place to do it, since everyone else is doing it there. I didn t want to wait for an response or be put on hold by the call-centre. Facebook is a good place to create some drama, since everyone can see what you are writing about the company. 7. I think Skandiabanken has learned from the crisis and hopefully learned something from what I wrote. It is important to be open about incidents affecting the customers, or else we will feel us left out, with no clue of what is going on. This could lead to customers not trusting the company and sharing their frustration with other customers. The end result could be a bunch of unhappy customers to a bank who wants to have the most satisfied customers. 19

20 Appendix 12 - Facebook users in Norway. Hallogen is one of Norway s leading consulting company that does everything within the online user-experience. How accurate are the numbers? The figures for each of the social media derive from various sources and the methodology used to gather the figures may vary. This overview is therefore not entirely accurate, but provides a useful picture of the situation. What do the numbers mean? The most interesting of these figures is that about half of the population in Norway now is to be found on one or more social networks. Although the figures may be somewhat misleading and not directly relative to each other, it emerges, however, that Norwegians are well represented in social media. 13 Numbers updated February Espen Irgens Web editor for Halogen 17/ :25. 20

21 Appendix 13 How different age groups are interacting online Community 102 is a consulting company which monitors your company s community and social media efforts. According to themselves, they have credentials in a wide variety of industries, from corporate multinationals to entertainment giants and beyond. Community 102 believes that every community is malleable and transformative by nature of the evolving forces of social change that influences its population. 14 Community 102 mapped how different age groups are interacting online and presented this on their web-site: /02/12 17: Dave Andrews - 15/02/12 17:53 21

22 To summarize, there is most social media user in the age of and over 50% visits their social media sites daily. Over 50 % of Facebook users are between the age of and teens make almost 3 times as many wall posts as user aged

23 Appendix 14 Transcription of focus group The focus group was performed with 8 participants in an office room on the 30 th of November 2011 and lasted for about 1 hour and 17 minutes. 16 Participant 1 25 years of age Employee in the Norwegian Army Man Participant 2 22 years of age Student Part-Time Employee Vital - Woman Participant 3 37 years of age Employee at Telenor (Sales Director) - Man Participant 4 19 years of age Student - Woman Participant 5 37 years of age Stay at home mom - Woman Participant 6-49 years of age Employee at Willis Group Insurance - Man Participant 7 30 years of age Student at Trondheim Økonomiske Høyskole - Man Participant 8 61 years of age Employee at Giertsen - Man Interviewer: Ehm.. welcome to this focusgroup on the 30 th of November! We re happy that so many of you turned up today, since it is late in the evening, but do help yourself with some Christmas cookies and soda.. It is fresh from Rema (some laughs), and it will make this focusgroup go easier (more laughs). We also want to thank those who live on the other side of town, who made it out here today. So thank you.. We will do this focusgroup in English. As we ve told you before you came The reason is that we want your explanations not to be misunderstood, since this thesis is going to be written in English. We will start by shortly explaining what the focus group is about. We want you to be active. And to participate with answers on the different subjects we will talk about. We will try our best to make sure that the conversation is on the right track, but. What you need to remember is that there are no wrong answers.. Which means that.. we are interested in what you think about the subject, no matter what it may be.. We will also record the conversation, so that we we will be better able to write down what you say.. As we have mentioned before, when we sent you a message on Facebook this will be anonymous. We will only use your gender, age and workplace. Introduction: First of all, welcome to the focus group for our master thesis. Could we do a short introduction? Lets start on this side: Focus Groups 23

24 P1: My name is [ ] and im 25 years old. Currently im employed in the Norwegian Army. P2: Hello, Im [ ] Im 22 years old. Im still a student, but I work part-time at Vital. P3: Hello. My name is [..] 37 years of age and currently work as department telesales consumer at Telenor. I usually have my base in Oslo, but when Marius and Alex ask me to be a part of a focus group, im on the first plane. (laughs) P4: Hey, Im [.. ] and im 19 years old. Im a student, working in a hairdresser salon. P5: Hello everyone, Im [....] and I just turned 37 years old and im project manager for Folkehjelpsinstituttet (People health institute), but am currently staying home with my newborn child. P6: Hi, Im [..] And im soon to be halfway to 100, but that doesn t stop me from joining focusgroups as drinking Christmas soda. (some laughs) Im an employee at Willis Group Insurance. P7: My name is [. ] and im 28 years old. Im a student at Norwegian School of Management, where im studying marketing. P8: Hello, my name is [....] im 61 years old. And employee at Giertsen. And im very happy to be here, to help you with your master thesis. The authors of this thesis used the names of the participants during the interview, but has changed their names in the transcriptions to for example P1, in order to uphold the anonymity of the participants. 7 minutes Interviewer: Thank you very much, P8. Do you have any other questions before we start? P5: Yes I have a question. How will this be used in the thesis? Interviewer: Ehm, we are sorry we haven t said anything about it before, but we will use quotes and statements from you guys, in our thesis. In order to analyse and discuss your answers compared to our problem statement and the theory we have chosen. Is that ok with everyone? 24

25 Group: Everyone nods and says yes. Interviewer: How do you define social media? P1: I would say that it is. It is media which is available for everyone, at every time, where one can share whatever with whoever. P2: I think that social media is media online, where one can talk and share information with other people. P5: Ehh, well.. I think social media is a communication tool which can be used to share information like P1 said, but also pictures, video with your friends and with the world in general. P7: And at the same time it is also used for seeing what other people are doing and getting updated. Interviewer: Are all users of social media? Entire group: (Some laughs).. Yes. Interviewer: Which social media do you use? Let s start with P1 and continue around the table. P1: Just Facebook.. P2: I use Facebook, a little bit of Twitter, and LinkedIn. P3: Facebook and LinkedIn.. P4: Just Facebook.. P5: Just Facebook.. P6: I m on Facebook but im not an heavy user P7: I use Facebook, Twitter, LinkedIn, Google+, YouTube, but I also play Playstation which is also a type of social media (Some laugs ) 25

26 P8: I m also on Facebook but I don t use it a lot. Im more active on LinkedIn..,. P1: Is YouTube a social media? P7: Ehhh Yeah, I use it to comment on videos, post my own videos and send videos from YouTube to others.. So in a way it s a social media.. P1: Okey.. Interviewer: In what way do you use it? P7: Im very active and I check all of the social media sites many times a day.. This is mainly because I think it is interesting, but also because of what im studying, I need to be on social media.. P2: I check Facebook eehhhhhh.. (Hvordan sier du man regelrett på engelsk?) Interviewer: On a regular basis.. P2: Yeah on a regular basis I check Facebook on a regular basis. Interviewer: Which means every day or every hour? P2: Probably every half n hour I look at pictures, status-updates from friends and just use Facebook to see what is going on (Some laugs in the group..) P6: Are you addicted to Facebook? Hehe.. (Said with a little chuckle) P2: Hehe.. No I don t think so.. But I like to be updated on what my friends are doing, and if anyone wrote on my wall and so on Hehe Interviewer: Hehe.. So to get back to the question, do the rest of you see yourself as active on social media? P1: I would say that im an active user I probably use Facebook even more when Im bored.. P3: Medium-active P4: Ehh. Very active.. I check Facebook all the time.. 26

27 P5: Ehh im not that active.. I check it a few times a week.. Just to see if there are any messages from friends.. P6: Not very active.. Probably once or twice a week.. P8: Also not very active I check it during the weekends, when Im not playing golf.. Hehe.. (Laughs) Interviewer: Okey.. A follow-up question is that if you are on Facebook one day.. Do you remain anonymous or visible? P5: Ehhh.. What does that mean? Interviewer: Ehh.. It means that when you first use social media, do you comment, post things, do a status-update and do things which makes you visible for other users of social media? Some pause P5: (Ehh.. Altså tenker dere på hva vi bruker det til eller hvor mye vi bruker det?) Interviewer: (Vi tenker på måten dere bruker sosiale medier i forhold til hvor mye dere kommenterer, kommer med statusoppdateringer, tweets, poster bilder og gjør ting som. Eehh.. gjør dere synlige for andre på de sosiale mediene. Når vi snakker om sosiale medier, så tenker vi på alle de sosiale mediene du bruker ) P5: Okey.. Back to english hehe. I have to say that I don t share many photos or other things with my friends on Facebook.. But I have uploaded, I think it is 3 pictures, of me and kids when we are out playing.. P1: Ehh.. I post a lot of funny videos to my friends from YouTube and also funny links.. I also comment on pictures, but I don t have many status updates.. P7: I have to say that im a very visible user, who is constantly on social media, posting things, commenting, liking things, and so on. So I think people are tired of seeing my footprints all over the internet. Hehe... Interviewer: Footprints? 18 minutes 27

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