Enhancing eBusiness in the High Net Worth Client

1
Enhancing eBusiness in the High Net Worth Client
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Agenda

• Objectives
• Components of a Successful User Experience
• Design Brand
• Information Architecture
• Features Functionality
• A Source of Competitive Advantage
• Personalization
• Channel Access
• Data Access
• Self Education and Service
• Collaboration Tools
• Analytic Tools
• Successful Execution for the User Experience
• Successful Features and Functionality
• Site Development
• Driving Traffic and Adoption
• Illustrations in Differentiation
• Scenario 1 Competitive Advantage through
  Personalization
• Scenario 2 Competitive Advantage through
  Collaboration

3
Objectives

• Present perspectives around online best
  practices on the Web, in Financial Services, and
  with HNW clients

• User Experience
• Look/Feel
• Navigation
• Global
• Workflow
• How do we change it?
• Moving from Product to Product
• Sub-site to sub-site
• Accessing research and (personal) information
  seamlessly and holistically
• Collaboration
• Client to Financial Advisor
• Financial Advisor to Financial Advisor
• Client to Client (explore)
• Drive traffic and adoption

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Agenda

• Objectives
• Components of a Successful User Experience
• Design Brand
• Information Architecture
• Features Functionality
• A Source of Competitive Advantage
• Personalization
• Channel Access
• Data Access
• Self Education and Service
• Collaboration Tools
• Analytic Tools
• Successful Execution for the User Experience
• Successful Features and Functionality
• Site Development
• Driving Traffic and Adoption
• Illustrations in Differentiation
• Scenario 1 Competitive Advantage through
  Personalization
• Scenario 2 Competitive Advantage through
  Collaboration

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Components of a successful User Experience
Failure to find the right focus among the three
pillars can result in award winning Websites
that fail to deliver for the user
Superior HNW Experience

• Investment Strategy
• Banking Lending
• Concentrated Stock Management
• Tax Management
• Estate Planning/Trust
• Philanthropy
• Family Office

Design Brand
Information Architecture
Features Functionality

• Look Feel
• Color
• Tone
• Palette
• Brand values

• Global navigation
• Workflow
• Site Map
• Wire-frames

• Personalization
• Channel Access
• Data Access
• Self Education and Service
• Collaboration Tools
• Analytic Tools

Cost of doing business - obtaining Web-based
sustainable competitive advantage from these
pillars is difficult
Leading companies repeatedly deliver and drive
adoption loyalty across tools to heighten the
user experience
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Design/Brand and Information Architecture
From our experience, companies address issues
associated with design and IA but rarely do these
lead to competitive advantage. However failure
in this arena can reduce competitiveness in
some cases severely.
Issues Symptoms
Solutions Best Practices

• Disjointed look feel across BU Web presences
• Brand confusion for the customer
• Difficulty cross-selling between product-silos
  (e.g., brokerage and banking)
• Different site architectures and multiple
  navigation schemes resulting in workflow
  confusion and frustration
• Higher call center usage
• Drop-off/abandonment
• Inefficient Web development (design, IA,
  technology) due to repeated reinvention of site
  standards and lack of leverage (reuse) across the
  system.

• Emphasis on ease of use
• Centralized (as shared services) Web development
• Efficient resource allocation
• Standardized training
• Hiring career management
• Facilitated standards supervision
• Use a Web content management tool to manage
  content and workflow similarly across all sites
• Publication of a robust Style Manual that
  includes defined standards around
• Design (e.g., palette, font, imagery)
• Content (e.g., tone, nomenclature)
• Information Architecture (e.g., Global
  Navigation, workflow)
• Utilize Web tracking tools to monitor
  drop-off/abandonment and high usage pages
• Conduct user testing periodically with live site
  and always with new modules/functionality

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Agenda

• Objectives
• Components of a Successful User Experience
• Design Brand
• Information Architecture
• Features Functionality
• A Source of Competitive Advantage
• Personalization
• Channel Access
• Data Access
• Self Education and Service
• Collaboration Tools
• Analytic Tools
• Successful Execution for the User Experience
• Successful Features and Functionality
• Site Development
• Driving Traffic and Adoption
• Illustrations in Differentiation
• Scenario 1 Competitive Advantage through
  Personalization
• Scenario 2 Competitive Advantage through
  Collaboration

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Competitive advantage
Features Functionality

• Customer focused value added features and
  functionality that are easy to use and
  (typically) tied to personal and third party
  content
• Heighten relationships for the high-touch,
  highly personalized relationships of HNW, these
  value added features can be even more important
• Leverage functionality modules that exist in
  other areas of the bank (e.g. corporate banking)
• Introduce new concepts demonstrate new
  opportunities not in the common vernacular yet
• Innovate continuously features and
  functionality continually change so competitive
  advantage can be short-lived without an
  innovation mindset
• Six main areas to investigate
• Personalization
• Channel Access
• Data Access
• Self Education and Service
• Collaboration Tools
• Analytic Tools
• Web 2.0 related capabilities have become a source
  of innovative offerings
• Web 2.0 technologies move data and computing
  power off desktop PCs and onto the Internet, thus
  making it easier to collaborate and share
  information, either among close-knit teams or
  vast populations.
• Information aggregation digg, del.icio.us,
  Wikipedia
• Information management salesforce.com's customer
  relationship management tools
• Connectivity CarbonNYC (exclusivity), LinkedIn
  and MySpace (networking), GuideStar.org
  (philanthropy)

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Personalization

• HNW Lens
• Investment Strategy
• Banking Lending
• Concentrated Stock Mgmt
• Tax Management
• Estate Planning/Trust
• Philanthropy
• Family Office

Cross Industry Leading Practices

• Customizable view of information based on user
  preferences and/or authorizations
• Password protected areas to enable qualified
  investors to access and download paperwork,
  prospectuses, and memoranda on a variety of
  investment vehicles
• Dashboards timely, personal investment data and
  statistics at the users convenience and
  available at different levels of authorization
  based on customizable business rules
• Customized alerts alerts to an Financial Advisor
  and the HNW client for tax, stock, etc.
• Personalized problem resolution rather than
  canned answers
• Customized reports on trust, custody and
  investment management accounts
• Scenario planning tools to monitor market
  conditions based on personal assets, plans, and
  tax efficiency
• Financial planning tools
• Intimate user experience through consistency in
  multi-channel interactions (live agent, online,
  etc.)
• Private placement life insurance
• Donor advised fund and foundation counseling
• Personal trust services
• Lifestyle services
• Targeted opportunities/advice/marketing driven
  off of user id/password and/or tracking tools
  (e.g., cookies)
• Tied to customer level knowledge such as products
  owned, previous inquiries or issues, needs
  attitudes, behavior analysis, etc.
• Provide alerts to the Financial Advisor as to
  what the client has been viewing on the site so
  the Financial Advisor can use that to engage them
  in discussions and potentially meet there needs

• HNW Lens
• Investment Strategy
• Banking Lending
• Concentrated Stock Management
• Tax Management
• Estate Planning/Trust
• Philanthropy
• Family Office

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Channel access

• HNW Lens
• Investment Strategy
• Banking Lending
• Concentrated Stock Mgmt
• Tax Management
• Estate Planning/Trust
• Philanthropy
• Family Office

Cross Industry Leading Practices

• Cell/PDA push and pull high-tech for
  convenience not the gee-whiz factor
• Data access on demand
• One-set of data supported by multiple
  presentation layers
• Multi-channel consistency
• Data/reporting
• KYC AUM versus credit requests (e.g. high value
  purchases on a credit card)
• Messaging versus Browsing
• Private email
• SMS/MMS alerts and messaging
• Single view across multiple channels
• Web, CSR, Financial Advisor similarity and have
  access to historical interaction data
• Customizable security as requested
• Code word protected CSR key fob code entry
• Information security and privacy

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Data access

• HNW Lens
• Investment Strategy
• Banking Lending
• Concentrated Stock Mgmt
• Tax Management
• Estate Planning/Trust
• Philanthropy
• Family Office

Cross Industry Leading Practices

• Information Aggregation
• The more complex the portfolio, the HNW customer
  expects a Private Bank to at least provide
  financial reports on all of their assets, if not
  manage them all
• Information aggregation technologies like Yodlee
  (used by Smith Barney) and other more complex
  tools provide the ability to create this compiled
  view for personal and family office situations
• Single view of customer HNW customers tend to
  be less satisfied with their banks than the total
  population so need to identify and aggregate
  all deposit, credit and other accounts held by
  these high-net-worth individuals (both personal
  accounts as well as business related accounts)
• Implications may include SSO (like)
  functionality, document management, content
  management, etc.
• Other Investment Pursuits
• Research Some banks are realizing that they no
  longer can provide all the specialized services
  themselves so work with other financial advisors
  which means a need for access to their research
• Endowment management and consulting views into
  compliance, governance, charitable grant making
  solutions, planned giving guidance and management
• Automated Feeds (e.g., RSS, Atom)
• Protocols that makes it easy for computer users
  to receive content from their favorite providers
  whenever the content is updated
• Downloads
• Data needs to be accessible for other platforms
  (e.g. Excel, Quicken, etc.)

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Self education and service

• HNW Lens
• Investment Strategy
• Banking Lending
• Concentrated Stock Mgmt
• Tax Management
• Estate Planning/Trust
• Philanthropy
• Family Office

Cross Industry Leading Practices

• Online/on-demand seminars
• Canned or live discussions with celebrity
  financial personalities (Buffet, Trump, etc)
• Life stage lessons around wealth management
• Marriage, children, selling a business, retiring,
  gifting, estate planning, etc
• Pursuits of passion
• Podcasts access to and dissemination of
  innovative ideas from business world to travel to
  lifestyle
• Developed/mature countries global research,
  trends and international affairs
• BRIC and other emerging markets driving wealth
  creation
• Airplanes
• Luxury collectibles, wine, art, jewelry, coins,
  sports investments marketplaces
• Ubiquitous Asset Management
• Capability to move funds across all bank accounts
• Eventually link bank assets to third party
  accounts
• HNW vault

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Collaboration tools

• HNW Lens
• Investment Strategy
• Banking Lending
• Concentrated Stock Mgmt
• Tax Management
• Estate Planning/Trust
• Philanthropy
• Family Office

Cross Industry Leading Practices

• Collaboration tools should be considered across
  traditional as well as non-traditional
  relationships
• Financial Advisor to Client
• Financial Advisor to Financial Advisor
• Client to Client
• Traditional capabilities include instant message,
  chat rooms, live chat customer service
• Blogs A blog is a simple content Website
  created with inexpensive self-publishing tools.
  Blogs allow for HNW communication within a
  family as well as between HNW relationships.
• Social Networking/Peer-to-Peer Networking/Social
  Media - Web-based tools that harness the power of
  collaboration and group interaction. This can
  take many forms, from the personal Web pages of
  MySpace to the virtual worlds of Second Life to
  the professional networking popular on LinkedIn
• Collective Intelligence (e.g., wikis) - A dynamic
  Web document that allows users to add, change, or
  edit the content displayed on the page. The
  user-created Wikipedia online encyclopedia is the
  most famous example
• Implications for Web services emerging
  technology based on XBRL

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Analytic tools

• HNW Lens
• Investment Strategy
• Banking Lending
• Concentrated Stock Mgmt
• Tax Management
• Estate Planning/Trust
• Philanthropy
• Family Office

Cross Industry Leading Practices

• Planning tools
• Tax strategies
• Tax advantaged credit/lending
• Hedging strategies
• Philanthropic strategies
• Generation planning
• Simulation tools
• Monte Carlo analysis
• What-if analysis and tax planning
• Trust and estate planning
• Mash-ups
• Websites or applications that combine content
  from one or more sources.
• e.g., Cellreception.com combines Google Maps with
  a database of 124,000 cell phone tower locations
  to help users determine where mobile coverage is
  strong and where it isn't.

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Agenda

• Objectives
• Components of a Successful User Experience
• Design Brand
• Information Architecture
• Features Functionality
• A Source of Competitive Advantage
• Personalization
• Channel Access
• Data Access
• Self Education and Service
• Collaboration Tools
• Analytic Tools
• Successful Execution for the User Experience
• Successful Features and Functionality
• Site Development
• Driving Traffic and Adoption
• Illustrations in Differentiation
• Scenario 1 Competitive Advantage through
  Personalization
• Scenario 2 Competitive Advantage through
  Collaboration

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Successful features functionality

• Consider the ramifications on the Financial
  Advisor/HNW relationship with any piece planned
  functionality
• Tie the tool into an application your customers
  already use and love
• This approach lets the bank place the application
  into its customers hands while providing a
  familiar interface.
• e.g., Zoho CRM is a widget that plugs into
  Microsoft Outlook, synchronizing contacts and
  customer-specific emails between Outlook and
  Zoho's Web-based customer-relations management
  tool.
• Pre-configure the tool with basic templates or
  structures to guide new users
• Applications that start out as a blank canvas can
  confuse customers instead of inspiring them. To
  encourage customers to sample the tools, look to
  pre-configure applications to be easily
  customized as users gain experience and
  familiarity.
• e.g., Enterprise-grade wiki tools from
  BrainKeeper offer a variety of standard templates
  as well as the ability to make custom ones.
• Provide a human being who can help with tech
  support
• There's nothing worse for the user experience of
  a HNW customer or Financial Advisor than being in
  the middle of an important task and being told to
  search through pages of forum questions to find
  solutions to a technical problem.
• e.g., At Inkling, the maker of prediction-market
  tools, the staff personally answers all emails.
  The company also maintains a private wiki for
  clients and publishes its phone number so anyone
  can call to ask a question

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Site development

• Approach
• Design en masse but develop the site in efficient
  increments
• Piggy back development on the back of standard
  maintenance
• Group development across like modules
• Avoid incremental changes across the breadth of
  the site (unless using a CMS)
• Roll out new development/redesigns in a modular
  fashion
• Governance
• Drive toward a shared services-like development
  model for leveragable and non-core competency
  tasks
• Develop a responsibilities matrix
• Business requirements are owned by the business
• Implementation is owned by the eBusiness group
  (e.g., shared services)
• Validation (testing) is owned by both
• Define an authoritative Style Manual and
  mechanism for enforcement
• Pilot (live test) concepts/offerings/design
  changes at the Financial Advisor level first
  before rolling out to clients
• Leverage a common Web platform between Financial
  Advisors and clients
• Basically the same site

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Driving traffic and adoption
The breadth of traffic and adoption strategies
will likely differ dramatically across emerging
HNW, HNW, and UHNW segments

• Segment within the client population
• Emerging HNW vs HNW/UHNW
• New to the bank vs Existing to the bank
• Financial Advisor vs Client
• Drive messaging developed from a tactical
  understanding of the client where possible
• Leverage user-id/password and/or cookie
  technology to understand needs/attitudinal based
  segments
• Driving Traffic
• Search engine marketing
• Search engine optimization
• Online affiliate/partnerships
• Cross-sell within current product relationships
  (e.g., in the account center)
• Driving Awareness
• Focus on brand development for segments less
  likely to be transaction oriented
• Driving Adoption approach as a standard
  marketing campaign
• Define a compelling concept

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Agenda

• Objectives
• Components of a Successful User Experience
• Design Brand
• Information Architecture
• Features Functionality
• A Source of Competitive Advantage
• Personalization
• Channel Access
• Data Access
• Self Education and Service
• Collaboration Tools
• Analytic Tools
• Successful Execution for the User Experience
• Successful Features and Functionality
• Site Development
• Driving Traffic and Adoption
• Illustrations in Differentiation
• Scenario 1 Competitive Advantage through
  Personalization
• Scenario 2 Competitive Advantage through
  Collaboration

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Excelsior Card Overview

• The Excelsior Card is a web driven finance
  transaction tool (not just a credit card) that
  exceeds the market parity attempted by cards like
  the Citi Chairman AMEX Card and includes the
  ultimate in personalization and unique service
  features meant to compete with and excel over the
  AMEX Centurion Card
• Target Segment(s)
• Emerging HNW
• Newly HNW
• Competitive Advantage
• Personalization to drive loyalty
• Deepened relationship Ability for the bank to
  understand what members are searching upon for
  investment ideas to help guide future
  discussions/ideas
• Needs Addressed
• HNW Client
• Public demonstration of uniqueness and success
• Ultimate personalization of primary purchase
  instrument
• Bank
• Share of Wallet through hyper loyalty obtained
  through personalization and esprit d'corps
• Buzz around first to market personalization
  instrument perfect match of product to customer
  need
• Increased client information and client
  understanding
• Once established the platform can extend to mass
  card marketing to drive bank card competitiveness
  in the broader consumer business.

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Excelsior Card Strategic Story
Strategic Story
If

1. Based on patterns in his account and buying
   behaviors Dan Reiro is notified through a
   targeted marketing email to link to his account
   center for an exclusive invitation only offer
   The Excelsior Card Like no other
2. On entering the his account center the other
   targeted messages Dan normally receives are
   masked by a flash pop-up informing him of his
   eligibility for a highly exclusive, invitation
   only card offer. The pop-up directs Dan to the
   Excelsior Card micro-site.
3. The micro-site provides further information on
   the Excelsior Card and its truly one of a kind
   attributes. On Dans request it initiates the
   uniquely personalized product design process.
4. Dan views an application pre-populated with his
   account information. The design process begins
   by asking Dan to choose the four most important
   features of a card according to his personal set
   of needs criteria.
5. The four core features (representing key needs)
   drives a web based conjoint analysis which helps
   Dan prioritize over 30 card design features
   through dynamically generated trade-off
   questions. The questions are rapidly presented
   and binary in nature and thus can be completed in
   less than 5 minutes.
6. Once completed, the Web based application
   presents Dan a draft Excelsior Card through a
   menu of prioritized features driven by his
   personal value criteria.
7. Dan can refine his Excelsior Cards features to
   include those features having dependencies (e.g.,
   high rewards may mean higher fees). Web
   application logic will adjust other card features
   as appropriate based on Dans needs analysis
   (from the conjoint exercise) and bank business
   requirements (economics, risk, etc).

Tomorrows HNW Bank will compete throughmarket
leading personalization
and
Dan Reiro is a recently minted multi-millionaire
with 7 million in assets and some personal need
for recognition
how
Can the credit card, as the most frequently used
financial product in a highly mature market,
break from its traditional models to new means of
competitive differentiation through
personalization?
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Excelsior Card Strategic Story
Where most HNW cards fall under a one size fits
all model that, the Excelsior Card will be one
of a kind and first of its kind.
Additional Commentary
Illustrative Feature Choices

1. Once designed the one-of-a-kind card is printed
   on a gold embossed white titanium card.
2. If features and functionality of the card are
   found to be deficient or circumstances change the
   Web application can be used to modify the
   Excelsior Cards features at any time over any
   Web terminal.
3. The Excelsior Card offers One Card functionality
   in that it can be used as both a personal card as
   well as business card (thus not forcing the
   member to choose). Each month the member (or
   their family office) receives an email that links
   them to a site allowing quick categorization of
   transactions.
4. The Excelsior Card can be accepted across two
   networks (it carries two magnetic stripes) of the
   Clients choice so that it almost never
   encounters a merchant out of network (e.g., Visa
   and AMEX)
5. Accompanying the Excelsior Card will be a key fob
   that provides the ultimate in security to online
   HNW client information. For those with stricter
   security needs, the Excelsior Card may be swiped
   through the fob to obtain randomly generated
   access codes for full access to the site.
6. For the active lifestyle, a chip in the Excelsior
   Card can carry important personal information
   such as medical records and emergency contact
   information.
7. The Excelsior Card is actually a test bed using a
   relatively defined, small segment to test and
   perfect the card configurator concept. Once
   done the capability can be rolled out to the mass
   bank consumer base as a step change
   differentiator in the card space.

• Basic
• Card Network
• Security/Protection
• Payment Terms
• Payment Timing
• Annual Fee
• Rate
• Form (phone, key card, etc)
• Visual (graphics, color)

• Complex
• 24/7 Concierge
• Rewards program type (air, hotel, cash, etc)
• Elite status across hotels and airlines
• Themes (travel, entertainment, etc)
• Key fob
• Multiple Networks
• Stored information
• One Card functionality
• EBPP
• Affiliate donation program (e.g., Green Card)

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ExcluNet Overview

• An invitation only online network from the HNW
  bank where criteria for membership include
  achievement in life, a demonstrated passion for
  your pursuits, and a desire to influence the
  business world. As a member of the banks
  exclusive online network, high net worth
  individuals are provided a safe, secure and
  reliable means to research and interact with
  others. As an exclusive club, privacy is the
  utmost and as such the bank is vouching for the
  reliability of the networking between
  individuals.
• Sample Segment Advised Determiner Informed
  investor with ideas, but values advisory input
  and informed feedback. Works with their advisor,
  however, makes all final decisions.
• Competitive Advantage
• Enhanced collaboration for information and
  decision making
• Esprit d'corps through belonging to a truly
  exclusive and empowering community
• Needs Addressed
• HNW Client
• Trusted advisor First source turned to when
  investigating potential ideas/business
  investments
• The Bank
• Deepened relationship Ability for the bank to
  understand what members are searching upon for
  investment ideas to help guide future
  discussions/ideas
• Lead generation The bank as the network enabler
  provides referral opportunities to other HNW
  customers currently not supported by the bank
• Improved servicing Begins the process of
  improving competitive positioning on important
  servicing areas such as research information and
  delivery as well as communication and
  collaboration

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ExcluNet Strategic Story
Strategic Story
If

1. Mr. Longmuir is looking to invest in a
   high-growth industry and has asked his daughter
   to do some research.
2. Sara Longmuir has lunch with her father and he
   asks her to come back with ideas around
   investments in a high-growth industry.
3. To quickly get connected to the appropriate
   sub-segment in the high-growth industry locally,
   she turns to ExcluNet to provide guidance.
4. On entering the online network from her bank HNW
   account, she notices something different than the
   other online networks shes seen.
5. ExcluNet isnt about jumping between people in
   other community based networks. Instead ExcluNet
   deals with the privacy of its members by
   utilizing the financial advisor/private banker as
   a proxy for the HNW clients represented by the
   bank.
6. The banks private bankers and financial advisors
   have filled out attributes/interest areas for
   each of their opted in clients.
7. By searching the attributes, Sara quickly
   realizes that there are at least 10 bank
   touchpoints for information that may be of
   interest.
8. Through a discreet contact feature, Sara and her
   Private Banker can reach out to other Financial
   Advisors/Private Bankers to uncover
   research/ideas that might be of interest.
9. If things work out during the research, the
   banks Private Bankers may coordinate a
   discussion where the bank serves as the network
   connector and enabler.

The bank needs to compete throughmarket leading
service
and
Mr. Longmuir is the patriarch of a 50 million
family with 40mm in personal assets and two
children each with 5mm searching for local
opportunities to invest in a high growth market
how
can the bank HNW team utilize its trusted advisor
status to introduce individuals in a private,
discreet manner and provide differentiation
through service and networking?
25
ExcluNet Strategic Story
Beyond FA facilitated collaboration the banks
HNW community can be brought together in three
other ways.
Additional Functionality

• Additional collaboration functionality can be
  added over time
• ExcluConnect A secure business oriented social
  networking site used for professional networking.
  The main purpose of the site is to allow
  registered users to maintain a list of contact
  details of people they know and trust in
  business. The people in the list are called
  Exclusive Connections. Users can invite anyone in
  the banks HNW community to become an ExcluNet
  Connection. A contact network is built up
  consisting of their direct connections, each of
  their connections' connections (called 2nd degree
  connections) and so on. This can be used, for
  example, to gain an introduction to someone you
  wish to know through a mutual, trusted contact.
• ExcluFolio A secure social networking website
  offering an interactive, user-submitted network
  of acquaintances, personal profiles, blogs,
  groups, and interests (hobbies, passions, etc).
  Profiles contain two standard components "About
  Me" and With Whom Id Like to Network which
  appear in a sanitized fashion (anonymous facts)
  to clients until they are invited by the poster.
  Profiles also contain an Interests" section and
  a "Details" section. Similar offerings exist in
  aSmallWorld.net and DiamondLounge.com.

• FindFriends Each HNW member will have access to
  an on call networking system. Should an
  individual be found with time on their hands
  (e.g., at the Red Carpet Club at LGA for a few
  hours) they can text the banks HNW FindFriends
  system to identify similarly disposed members. A
  list of available members and associated interest
  briefs is presented (pulled from ExcluFolio) and
  a request for contact can be sent. Members can
  gauge communication to their respective comfort
  level with options ranging from SMS, to anonymous
  cell connection, to personal contact at their
  discretion.
• FindMe - Cell based location services can be
  used to notify members that they are in the
  vicinity of other members (within 3-5 miles).
  Additionally, the Excelsior Card key fob will be
  enabled with always on blue tooth functionality
  tied to the Clients cell. Once in the vicinity
  of another ExcluNet member (50-100 meters) the
  fob notifies the Client. A masked collaboration
  request can be sent to the other ExcluNet member
  and an anonymous dialogue can begin by SMS,
  sanitized email or phone call.