Social Media a Double-Edged Sword for Banking: OJK's Latest Guidelines
Jakarta, VIVA – The Executive Head of Banking Supervision at the Financial Services Authority (OJK), Dian Ediana Rae, stated that social media has evolved into one of the primary channels of communication between the banking industry and the public. Like a double-edged sword, these online platforms carry risks that banking industry players must be vigilant about to maximise their benefits.
Dian explained that the presence of social media not only facilitates access to information but also opens up broader spaces for interaction between banks and customers. Additionally, these online platforms play a strategic role in developing digital-based banking products and services.
“Social media has now become an important tool for banking to enhance interactions with customers, expand service reach, and strengthen customer loyalty,” said Dian in her official statement on Monday, 6 April 2026.
Behind these opportunities, OJK also warns of risks that need to be anticipated. According to Dian, the dynamics of sentiment in the digital space can directly impact a bank’s reputation and even potentially disrupt financial stability.
“However, the use of social media in the banking industry also brings new risks, particularly reputational risks stemming from sentiment dynamics in the digital space that have the potential to shake financial stability,” she emphasised.
In response to the dual role of social media, OJK has launched the Banking in Social Media Guideline. This guide represents OJK’s commitment to encouraging banks to manage digital activities in a more directed, professional, and responsible manner.
The Banking in Social Media Guideline complements various OJK policies in supporting the acceleration of banking digital transformation, including POJK No. 11/POJK.03/2022 on the Implementation of Information Technology by Commercial Banks, SEOJK No. 29/SEOJK.03/2022 on Cyber Resilience and Security for Commercial Banks, SEOJK No. 24/SEOJK.03/2023 on the Assessment of Digital Maturity Levels for Commercial Banks, the Digital Resilience Guideline, and the Indonesian Banking Artificial Intelligence Governance Guideline.
OJK establishes three main pillars in the management of banking social media. First, governance, which encompasses the governance and processes for managing digital activities. Second, risk management, which integrates social media risks into the bank’s overall risk management.