MSU Federal Credit Union

Marketing Plan
MBA 654
Marshawn Pettes

05/05/2013

Index
Executive Summary....2 Mission.....2 5 C's Analysis..2 Customers.....2 -Target Market.........2 -Segmentation..2 -Customer Makeup..3 Context.........3 Company......4 Collaborators/Complements........4 Competitors.....4 -Concerns...5 -Positioning....6 -Recommendations.....7 4 P's Analysis...7 Product..7 Place..8 Promotion......8 Pricing ..8 Core Values.9 Integrity and Honesty............9 Giving Back to the Community....9 Providing Superior Service...9 Encourage, Embrace, and Drive Change..9 Pursue Growth and Development.9 Build a Positive Environment..10 Be Passionate & Determined...10 Cultivate Diversity...10 Strategy Schematics..11 Line-of-Business Strategy...11 -Primary Needs...12 -Secondary Needs...12 -Required Needs.12 -Ignored Needs...12 -Activity Fits...13 -Measurable...13 -Activities...14 Pettes Framework...16 Big Picture Analysis.18 Employee Complaints ...18 Recommendations..19 Bibliography.21

Executive Summary
Michigan State University Federal Credit Union was founded out of a desk drawer in 1937 by Michigan State University professors who needed a safe place to borrow and save money in a tough economic climate. MSUFCU has grown to exceed $2.3 billion in assets and is well capitalized at 10.63%, earning the title of the worlds largest university-based credit union. Their workforce consists of over 500 serviceoriented, knowledgeable employees. MSUFCU believes that the strong relationships they form with the members are what have contributed to their growth and stability. Keeping in touch with the members every-changing wants and needs allows MSUFCU to provide them with the most innovative products and services, coupled with world-class service. With over 170,000 members worldwide, MSUFCU goal is to provide an outstanding experience in every branch, over the phone, and online as they continue to grow.

Mission
To provide superior service while assisting members and employees to achieve financial security, theyre goals, and ultimately, their dreams.

5 Cs Analysis
Customers
-Target Market MSUFCU chose a demographic as their target market and pursued them aggressively. MSUFCU primary focus is college students. Others may not agree with providing colleges students with loans or assistances prior to getting a job or graduating. MSUFCU believes if they help the college student when they need it the most, the college student would one day become successful, start a family, and remain a loyal member. In results, MSUFCU will have that member as a lifetime member, as well as the member friends and family.

-Segmentation MSUFCU current segmentations within their marketing plan are identified as: youth, college students, and seniors. MSUFCU provide children with the opportunity to learn how to conduct financial transactions at a young age. MSUFCU has three different youth accounts, Sweet Pea (up to age 4), Dollar Dog (age 5-12), and Cha-Ching! (age 1317), all in which provides the youth with incentives per every deposit made by that person over $10.00. College students have the opportunity to be approved for personal

loans, as well as auto loans. In addition, when a member reaches age 55 they become a Silver Spartan in which provides them with great benefits such as free, checks, money orders, notary services, and wire transfers. Figure 1:

-Customer Makeup MSUFCU has over 170,000 members today of which 57% are college students (ages 18-25), 22% adults (26-54), 11% Adults (over 55), 10% Kids (under 17). Figure 2:

Context
MSUFCU service a large percentage of the Greater Lansing and Oakland communities. According to the large amount of savings account open each year for people under the age of 18, a larger amount of the population is trending towards educating their children on financial security. MSUFCU utilize this knowledge as they continue to provide service to their current target market, as well as their potential

markets. MSUFCU also does a great job in researching the amount of members and potential members in one area prior to building a new branch. MSUFCU pays attention to crime rates to ensure that their members would feel safe at each location.

Company
It is important for a company to know their competitive advantages and execute them to the fullest. MSUFCU competitive advantage lives within their partnership with a big ten university, Michigan State University. MSUFCU is able to utilize a well-known brand to reach out to more people. MSUFCU use their competitive advantage to fullest by making their primary colors, green and white, and using the Spartan and Sparty symbol on their products. -Positioning Efforts MSFCU position their company to provide the best service as well as being the most convenient for their customers. The two are recognized as MSUFCUs top two primary needs. MSUFCU strive to always provide ways to help members achieve financial success through great service. MSUFCU also strive to be the most convenient institution by opening up the most branches and having more ATMs than any other institution in the Greater Lansing area in order to meet members needs.

Collaborators/Complements
MSUFCU has identified their collaborators and does a great at educating their members on those collaborators in which includes: Shared Branching, Service Centers, and CO-OP ATMs. All in which complements MSUFCU by providing their members with the ability to access, make deposits, or withdraws from their MSUFCU accounts nationwide. MSUFCU collaborators play a major role in MSUFCUs goal of providing their members with superior service and financial security.

Competitors
MSUFCU is aware of the many competitors in their area. This allows MSUFCU to modify their current products or services when necessary in order to stay on top. MSUFCU noticed their competitors attempt to reach out to more college students. For example, Huntington Bank entered into a 10-year athletic sponsorship agreement with the Michigan State University Athletics Department. Huntington is able to utilize the MSU brand on their products and promotions. Huntington also entered a partnership with Meijer and is now able to reach out to more people by creating branches in inside of Meijer. Huntington is a much larger intuition with enough money to out bid many of the intuitions in the area by overly investing in things that poses threats on the smaller intuitions.

-Concerns MSUFCUs competitors are beginning to attack their competitive advantage. Huntington Bank teamed up with Michigan State University Athletics to offer a Spartans branded debit card (See Figure 3). This is a major concern for MSUFCU. For years, MSUFCU has built their competitive advantage off of the MSU brand. MSU fans were able to show Spartan pride in their day-to-day financial transactions by becoming members of MSUFCU. Now that Huntington is able to provide some of the same perks on campus and throughout the greater Lansing areas, this could become a major problem for MSUFCU in the future. The MSU students and the greater Lasing community make up the majority of the MSUFCUs members. Huntington has provided MSUFCUs members and potential members the opportunity to choice a large bank with multiple locations over a credit union that is only located in the greater Lansing and Oakland communities. In addition, Huntington is challenging one of MSUFCUs primary needs, Most Convenient. Huntington just recently joined a partnership with Meijer creating eight instore branches serving the greater Lansing. A lot of MSU students prefer Meijer as their primary store. Huntington is striving to catch the attention of as many MSU students and people of in the community as possible, by creating branches in locations where majority of these people would most likely be. Most people could view this as convenient with the thought of having to go to Meijer anyway, for groceries or any miscellaneous items, and being able to conduct financial transactions at their institution, all in the same place. This is another concern for MSUFCU. If MSUFCU do not modify their strategy within the next few years, all they could be left with is, Best Service, as a prim ary need that set them different from others. Figure 3

-Positioning MSUFCU has a service positioning as they continue to grow. MSUFCU counteracted to the competitors attempt by placing more ATMs and building more branches to make to become more convenient for their members. MSU currently own more ATMs than any other institution in the Greater Lansing area. This is important to MSUFCU because majority of their members transactions are made through a MSUFCU ATM (See Figure 4). Figure 4:

In addition, MSUFCU has merged with Eaton County Educational Credit Union (ECECU). ECECU became a part of MSUFCU as of April 1, 2013. This will bring MSUFCU future success. MSUFCU has gained an established branch location in Charlotte. This will allow MSUFCU to better serve and provide additional convenience for approximately 11,000 members who already reside in Eaton County. This will also open the door for MSUFCU to gain new potential members in addition to ECECU former members. For years, MSUFCU have had a vision for opening up a branch in the Eaton County area, but the risk was too high. The merger was a perfect opportunity for MSUFCU to reach their goal with a lower risk. According to Pat McPharlin, CEO of MSUFCU, ECECUs longtime CEO, Ken Huber, is retiring this year. Because of ECECUs smaller size and the vast knowledge and experience required of a new CEO, it would be extremely difficult to find someone willing and qualified to take on all of the duties. ECECU will no longer be able to generate sufficient income to grow and be successful. McPharlin and Huber has had a close relationship for a long time and they both believe that the merger will benefit both MSUFCU and ECECU members tremendously because both of their business practices are very similar.

-Recommendations Due to the current economic climate and recent financial legislation, many smaller credit unions are finding it impossible to earn income and grow financially. I recommend MSUFCU to continue expanding by targeting the smaller credit unions that are in danger of going out of business, and propose to save their credit union through merger. This can be applied to MSUFCUs mission of providing superior service by providing the opportunity for the members of smaller, reputable credit unions to continue enjoying a high quality financial institution in their communities. MSUFCU could make a promotion that states, No one should be left behind with less desirable options for financial institution in their area. Save Your Credit Union. The promotion could help MSUFCU to win votes to approve the mergers. Since MSUFCU is already well capitalized, merging could provide opportunities for MSUFCU to better serve members in different communities. I also recommend MSUFCU to host on campus seminars tailored around the importance of achieving financial security as a college student, as well as explaining the difference between a bank and a credit union. MSUFCU has been invited to several on campus seminars regarding credit card and loan debt. Those seminars have had great outcomes in the past and many students usually show up for it. MSUFCU could use that to their advantage by going a little more indebt about financial security and what benefits credit unions has over banks to help save money long term. MSUFCU could than give examples of how they are more willing to provide loans and are more forgiving during hard times. This will help to create a word of month promotion on campus with the thought that credit unions are better than banks. Potential members will have the option of doing research themselves to compare the two, or just follow what their friends are saying through groupthink.

4 Ps Analysis
Product Michigan State University Federal Credit Union (MSUFCU) offers membership to their organization. As a member, customers has access to the following benefit package: Personal/ Business accounts o Saving accounts, Checking accounts, IRA accounts etc. Loans with competitive rates o Mortgage, Auto, Personal, Business, School VISA/ Debit cards 24-hour MSUFCU owned ATMs with no fees 24-hour access to COOP ATMs nationwide Access accounts through any Shared Branch Money orders/ Cashier checks 7

MSUFCU has a really good brand name because it is named after a big-ten university known as Michigan State University (MSU). MSUFCU is known for the superior service provided to the members, the community, and the staff. This has giving MSUFCU a really good reputation on campus, as well as in the community. MSUFCU train their staff to put the members first and drop everything in order to fix any errors or concerns on the members account. MSUFCU strives to be the most convenient to their member through the many image enable ATMs and branches. MSUFCU product delivers a high value to the customers. Place MSUFCU has many branches and ATMs to meet their customers demand of convenience. Sixty percent of MSUFCU customers are MSU students located in East Lansing. MSUFCU currently has five branches in the East Lansing area: Union, East Lansing, Farm Lane, and the Headquarters. The other frothy percent of MSUFCU customers are located throughout the Greater Lansing area or out of state. MSUFCU has more nine more branches to meet the majority of those customers demands: Four in Lansing, one is Haslett, Okemos, Meridian, Charlotte, and Oakland. In addition, MSUFCU also has more ATMs than any other institution, located throughout the Greater Lasing: One in every dorm on campus, one is every Quality Dairy, multiple amounts at each branch. Customers have access to all of these branches and ATMs in which meet their demands of convenience. Promotion MSUFCU promotes their product through the radio, commercials, events, and other forms of advertising. Since MSUFCU target market are MSU students, the ads and promotions only play on Lansing stations and MSU television channels. MSUFCU make sure they have their logo showing during any event that they participate in, to ensure that their customers and potential customers can recognize them. MSUFCU also have representatives on campus during the freshmen move in week, in which MSUFCU would call Student Rush. MSUFCU bring in the most members during Student Rush and provide all of those member free MSUFCU tee shirts. These tee shirts benefit both the students and MSUFCU. MSFCU tee shirts are similar to MSU tee shirts (because of the brand) in which the students like, and it gives MSUFCU advertisement throughout campus. Pricing MSUFCU has a floor on pricing for the membership at a total of $6.00 ($1.00 fee to open the account and $5.00 to hold in Spartan Saver until account is closed). MSUFCU uses the penetration pricing strategy to bring in more members as quickly as possible. MSUFCU believes customers should not have to pay fees to save money. Every

member is entitled to a free box of checks, one free cashier check and money order per day, up to ten free sub savers accounts, and no minimal balance fees.

Core Values

The core values are the fundamental beliefs that make up the culture of MSUFCU. There is belief that employees who uphold these eight qualities are the foundation of the organization and the reason for the continued success.
1. Integrity and Honesty MSUFCU hold themselves personally accountable and to the highest standards of behavior. They treat every individual with respect and fairness and are committed to being truthful because we place value on doing what is right. 2. Giving Back to the Community MSUFCU supports many local charitable organizations and programs. MSUFCU is also committed to making a positive impact on as many peoples lives as possible 3. Providing Superior Service The mission is to provide superior service with every interaction. 4. Encourage, Embrace, and Drive Change Change is essential for the continued success. MSUFCU actively engage in discussing new ideas and support choices to improve and continue the progress. 5. Pursue Growth and Development

MSUFCU is dedicated to improving and developing one another. They utilize the opportunity to advance through learning and are eager to enhance their skills and try new things. 6. Build a Positive Environment MSUFCU focus on building a friendly and caring atmosphere where people support one another. They promote a fun environment filled with optimistic people and believe that recognizing and appreciating each other creates positive morale. 7. Be Passionate & Determined MSUFCU is passionate about their mission and the work they do. They are determined to further develop their interests and find creative solutions to help themselves, their members, and their community succeed. 8. Cultivate Diversity MSUFCU respect each individual and provide an environment of inclusion. They believe a diverse workplace free of intolerance provides a setting in which everyone will succeed.

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Strategy Schematics
Line-of-Business Strategy Figure 5:

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-Primary Needs Best Service: MSUFCU strive to always provide ways to help members achieve financial success through great service. MSUFCU believes that providing members with the best service encourages them to remain loyal to MSUFCU even after they graduate or move to another state. Most Convenient: Majority of MSUFCU members are college students. MSUFCU knows that most college students are impatient and will usually open an account with the institution thats most convenient for them. Therefore, MSUFCU strive to be the most convenient institution by opening up the most branches and having more ATMs than any other institution in the Greater Lansing area in order to meet members needs. -Secondary Needs New Technologies Technology is constantly evolving throughout the years. MSUFCU is aware of the fact that most members adapt to new technology. MSUFCU usually watch to see how well another institution is doing with certain technologies, review the feedback and requests from current members, then provide those technologies that would best benefit the members. Honest System MSUFCU trust their members. Every complaint or concern is handle by first giving the member the benefit of the doubt. For example, if a member says they deposits money into a foreign ATM and did not receive a credit in their account, MSUFCU would give that person provisional credit for the amount the member is requesting. MSUFCU trust that their members will be honest with situations like that, so they feel comfortable with giving the members money before actually doing research on the transaction. -Required Needs Members MSUFCU is owned and operated by members of the Michigan State and Oakland University communities. Members are MSUFCU greatest asset. You cannot have a MSUFCU without members. -Ignored Needs Competitive Loan Rates

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Due to the current economy, majority of the competing institutions provides similar loan rates. Therefore it is an ignored need. -Activity Fits Easy Access to Account Members have access to their accounts 24/7 though a number of products MSUFCU has available. Member Security MSUFCU invest thousands of dollars and time to protect their members. Dedicated and Knowledgeable Employees MSUFCU believes that a happy employee has a better chance of making a happy member. Community Involvement MSUFCU encourages both members and staff to participate in events that helps the community as a whole. Innovative Products/ Services MSUFCU continues to develop in ways that best benefit their members by answering to their needs and providing the things that members actually want. -Measurable CO-OP Network The CO-OP Network allows members to access their accounts and conduct transactions from almost anywhere in the world. Fraud Security Tests MSUFCU has annual fraud protection tests and training for employees. Product Knowledge Test Each employee must take a test on the products and services that MSUFCU has available for the members and score at least a 90% in order to receive the annual raise. Nominations & Thank You Letters Organizations and charities submit thank you letters that usually includes the impact that MSUFCUs contributions made on the organizations. Member Feedback Members usually submit suggestions, questions, comments, or concerns to MSUFCU in order to help MSUFCU, help them.

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-Activities 1. Co-Op ATMs Members have access to over 30,000 surcharge-free Co-Op Network ATMs located nationwide. 2. Shared Branching/ Service Centers Members have the option of conducting transaction on their MSUFCU account from any Shared Branch or Service Center located nationwide. 3. Computer Line/ Money Line Members can access their accounts online or over the phone 24/7. 4. Mobile App Members can download MSUFCU mobile app, in which allows them to make transactions from their phone, using any smart phone or iPhone. 5. Reloadable Prepaid Visa Debit Card Members that do not wish to have a debit card linked to their accounts can utilize the Reloadable Prepaid Visa Debit Card to add money and make purchases. 6. Federally insured to at least $250,000 by the NCUA MSUFCU savings are backed by the NCUA. 7. VISA Fraud Protection Members are protected through VISA in case and fraudulent activities take place on their VISA card. 8. Over Draft Protection/ Courtesy Pay MSUFCU offers members the option of having funds pulled from another account to cover any non-sufficient funds on their main account. MSUFCU also offer the option of paying for a transaction when there are no funds available, at the expense of the member at a later date. 9. Safe Deposit Box The safe deposit box protects important documents or items from unwanted people and national disasters. 10. TrulyU Security Members must create and answer security questions that only they would know in order to access their accounts and prevent fraud. 11. 12 Branches MSUFCU has 12 branches in the Greater Lansing area. 12. Host Seminars and Events Designed to help the community reach their financial goals. 13. Mandatory trainings Every employee has mandatory annual trainings. 14. Access to all new product and services Members have access to all new products and services before it is release to the members. 15. Nominated as one of the 101 Best & Brightest Companies to Work For

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MSUFCU has been included in top 101 Best & Brightest Companies to Work For every year for the past 10 years. 16. Nominated for a Celebrated Services Award MSUFCU was nominated for this award because of the superior service that was provided to the charities and organizations. 17. Support worthwhile charities and organizations MSUFCU support community based organizations through service and donations. 18. LOOP The Loop is MSUFCUs internal website used by employees to share information. 19. An active member in the MSU, Greater Lansing, and Oakland communities MSUFCU portray itself as a member in the MSU, Greater Lansing, and Oakland communities in order to better relate to their members. 20. Partners with many local organizations and charities MSUFCU create partnerships with different organizations to better serve the community. 21. Ready to Go checks Members are able to walk into a branch and get an auto in the form of a cashier check before actually finding the car they would like to purchase. This helps the member to bargain with dealers and private sellers while keeping control of the amount they would like to spend or the amount they are approved for. 22. Bill Payment/ eDeposits/ eStatements Members are able to manage their bills online and determine when they would like to pay each bill from their account. Members are also able to make electronic check deposits from their phones or a home scanner directly into their accounts. MSUFCU gives members the option of receiving electronic statements to their emails for faster access to statements. 23. Up to 10 sub saver accounts per based account Members are able to open an additional 10 sub saver accounts with the ability to name the account whatever they wish, to better manage their savings. 24. Direct Deposit Members are able to have their payroll checks directly deposited into any account they wish. 25. User Friendly Website/ BudgetSmart MSUFCU website is easy it navigate and provides tools such as, BudegetSmart, that is designed to help members manage their money. 26. Reverse Fees

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Almost every employee is capable of reversing fees for members depending on the situation. 27. Provisional Credit MSUFCU provides their members with provisional credit in order to keep the member happy as MSUFCU conduct the necessary research on a disputed transaction. 28. Skip a Pay Members are allowed to skip 2 payments a year, without penalty, on a loan when they are unable to pay a certain month. 29. Recognize members and their most frequent transactions Employees are trained to memorize the members that come into the branches the most. 30. Smile and participate in small conversation with the members Employees are trained to smile and have small talk with members that wish to be engaged in small talk. Pettes Framework A good marketing strategy can use the LOB to create an effective competitive advantage. A competitive advantage is pointless if the customers do not want nor need it. My idea framework would combine the customers needs (located within the LOB) with the companys needs (located within the marketing strategy) and isolate all conflicts. This framework is designed to display the best possible elements that would create win-win situations for customers and the company. The selective elements would be in best interest of both the customers and the company (See the example of MSUFCU under Pettes Framework in Figure 6). Figure 6:

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The Pettes Framework illustrates MSUFCUs number one priority as well as the five elements that would best benefit both the company and the members. MSUFCU has identified their customers as the backbone of the credit union. It is at the point where the customers are no longer recognized as customers. They are members. The members are recognized as the required needs on MSUFCUs LOB in Activity #1. Members are also recognized as the customers under the marketing strategy in Activity #4. Part of MSUFCUs mission statement is to provide superior service to their members. MSUFCU strives to build the company off of the service they provide. This coincides with their mission and can be recognized as the customers primary need. MSUFCU also strives to own multiple branches and ATMs within Oakland and Lansing communities. This gives them the ability to reach out to more members and potential members. This also fulfills the members needs of convenience. MSUFCU is a part of the CO-OP Network. The CO-OP Network includes shared branching, service centers, and CO-OP ATMs, all in which are located nationwide. The CO-OP Network can be recognized as MSUFCUs collaborator. It is a great service used to encourage members to stay with MSUFCU even when they decide to move out of state. Members can easily access their accounts through the network. By making the accounts easier to access, members are more likely to pay back loans and use their accounts more often. MSUFCU also provide members with competitive loan rates. Although this is recognized as an ignored need, due to the economy, on the LOB, MSUFCU would still need to be mindful of the loan rates from a marketing viewpoint. MSUFCU makes the most money from their loans. Therefore they strive to keep their loan rates competitive to at least the market value. All five elements are key components to both satisfying the customers and maximizing profits. The Pettes Framework demonstrates the linkages between the elements of line-of-business strategy and marketing. After reviewing the 5 Cs Analysis and identifying the customers need on the MSUFCU Strategy Schematic, I found that the linkages between the elements are the customers (or in MSUFCUs case, the members). Any form of marketing or LOB strategy that does not include the customers, will not be an effective strategy, in my opinion.

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Big Picture Analysis

Employee Complaints 1. Not Enough Money Most employees feel that the MSUFCU does not pay its workers enough money for hourly wages. Employees often compare MSUFCU with other institutions in the area that usually pay their employees more money for the same job. Some employees look at the fact that MSUFCU is doing well financially and could afford to pay more. This causes the employees to become confused and question why MSUFCU are not paying them more. 2. Lack of Opportunity to Cross-Train for Growth and Expansion MSUFCU offers their employees the opportunity to learn more about different positions within the credit union by cross training within those desired departments. However, employees are complaining that no one act on the perk. Employees feel that management always states that the opportunity is there to take advantage of, but when it comes down to it, management would forget or the cross train would never take place. Employees feel that whenever they try to put a cross training meeting together, it is always something going on in the other department that hinders their chances or their current department is under staff at the time. 3. Providing Good Customer Service to Rude Members Employees are confused as to why they have to provide service to members who are very rude and use offensive language. Some employees feel that it is not in their character to tolerate such behavior and disrespect. Employees also feel that they should be able to say that they will not provide service to the member if they are acting out of line. 4. Lack of Communication from Upper Management Some employees feel that upper management are not doing an effective job of communicating to everyone when things are changing or when big decisions are being made for the credit union.

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Recommendations If I was the CEO of MSUFCU, I would address the complaints by first explaining to everyone, what the credit union is, what we stand for, what we value, and then provide reasoning for everything we do to get employees in line with the companys strategy. I would address each problem as follows: 1. We have one of the top benefit programs in Michigan. No matter where you want to go in life or career wise we have something to accommodate for it. We offer tuition reimbursement for those who wish to gain a higher education. We pay medical, dental, vision, and life insurance. We double up to 5% of your contribution to your 401Ks. I challenge you all to compare the benefits you have here with us to any of those institutions that you speak of that pays more money. In most cases all of your insurance and perks you have here for free would come directly out of your check there. In results you will eventually come to a conclusion to what you value more. You will also see that the benefits we provide here makes up the difference of the few extra dollars you could be making somewhere else. 2. This problem derived from a lack of communication of both departments and management. I would solve this problem by modifying and better organizing the cross training process. I would first conduct research on each branch and department in order to have a better idea of which branch or department is slower on which times or day of the week. Then I would post the availabilities for cross training of each department or branch. I would inform everyone to sign up for the desired cross training two weeks in advance. This will give management more time to plan and make sure they have enough staff in advance to accommodate for their missing employee on that day. I would also add the cross training events to everyone that is involved calendars ahead of time as a reminder. 3. For this problem I would reiterate our mission statement: To provide superior service while assisting members and employees to achieve financial security, theyre goals, and ultimately, their dreams. I would explain to our employees that we take great pride in our mission. When a member is upset about something, it is within our best interest to be able to place our humbleness over our pride. We have to be able to set ourselves different. We are no different from the rude member if we be rude to them in return. I will explain the purpose of our mandatory training and what it is designed to do. Our training is designed to help us remain calm in those situations and focus more so on why the member is behaving the way that they are. We have to find the root

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cause of the problem in order to come up with an effective solution. However, if you feel the conversation is not working and the member behavior has went too far out of reach, get upper management involve and leave it to them to handle. 4. The state of the credit union is usually announced during our 8:30am corporate meetings. Employees that have late shifts, the day off, a vacation, or other obligations usually miss the meetings and have no knowledge as to what is going on within the credit union. Therefore I would post the minutes from the meeting on the Loop (our internal website) as well as via email to everyone. That way everyone would surely have access to the information and have an idea to what is going on.

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Bibliography
Michigan State University Federal Credit Union Annual Report 2012 Michigan State University Federal Credit Union 75th Anniversary Hand Book pg. 11 About MSU Federal Credit Union: https://www.msufcu.org/about/

MSU & Huntington Bank Announce Multi-Sport Sponsorship Agreement: http://www.msuspartans.com/genrel/072412aad.html

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