September/October 2003
Volume LXXIX Number V
Published by BAI
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Auditing the Auditors
by Jack Milligan — Meeting heightened corporate governance standards for financial institutions requires proactive internal auditors.

No Spam Intended
by Bill Stoneman — Amid experiments with e-mail marketing, providers must remain alert to customer dislike of unsolicited messages.

Automatic Response
by Elizabeth Judd — Automated e-mail systems can help improve efficiency and customer service, but they aren't yet ready to respond without human supervision.

Chat Gets Serious
by Julie Monahan — Instant messaging presents service opportunities for banks as well as some challenges, like keeping chat productive.

Publisher's Perspective
Meeting e-Expectations
by Thomas P. Johnson Jr. — Troubleshooting online initiatives is important, but the larger challenge is meeting rising customer expectations.

Technology & Information
Enhancing the Branch
by Karen Epper Hoffman — As more investment dollars flow to the branches, bankers are looking at key software upgrades.

Closing Thoughts
The Management Factor
by Steve Klinkerman — It will take more than a stock market rally to revive all of the players in wealth management.

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