Social software in a corporate context: the BT experience? Richard Dennison Intranet and Channel Strategy Manager [email protected]
Online Information 2007 Seminar
Oct 28, 2014
Presentation given at Online Information Conference 2007
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Social software in a corporate context: the BT experience?
Richard DennisonIntranet and Channel Strategy Manager
Agenda
• About BT Today• The BT intranet story• Why is social media important to BT?• How we are using it• Potential impact in corporate environment• Lessons learnt
About BT Today
BT is a global communications services company – operate in 170 countries; offices in 50 countries
We are dedicated to helping our customersthrive in a changing world.
We are committed to using the power of communication tobuild a better, more sustainable world.
Our global 21CN platform allows us to deliver software-driven
services that are faster, more reliable and simpler to use.
What makes usdifferent?
What are our goals?
Being number one for customer service.
Being a company that is recognised for innovation and
great service, and for delivering value to shareholders.
• We started 12 years ago• Information vision, not technology• Decentralised ‘franchise’ model• Central control where necessary• Overall ROI not initially measured• 100% access• Symbiotic relationship to culture change• Business critical – unstoppable.
BT Intranet
Why is social media important to BT?
Social media is about:
social networks
global data networks
communications technology
building sustainable communities – from local to global
giving power to users
making technology simple
…these are BT’s business drivers!
How are we using it?
Key principles
no anonymous posting
say what you like … but you will be held accountable!
BTpedia
Web 2.0 news
PodcastingBlogging
Project wikis
Examples: MyPages
How are we using it?
… carefully!!
BTpedia
Web 2.0 news
PodcastingBlogging
Project wikis
Examples:
Key principles
no anonymous posting
say what you like … but you will be held accountable!
BTpediabuilding knowledge base
building communities
BTpedia
BTpedia
RSS powered newsWeb 2.0 news
How are we using it?
… carefully!!
BTpedia
PodcastingBlogging
Project wikis
Key principles
no anonymous posting
say what you like … but you will be held accountable!
Examples:
one sourceone truth
user chooses
MyPages
Web 2.0 powered news
RSS powered news
Over 150 feeds oncorporate news desk
alone
Your space
RSS powered news
RSS powered news
How are we using it?
… carefully!!
BTpedia
PodcastingBlogging
Project wikis
Key principles
no anonymous posting
say what you like … but you will be held accountable!
Examples:
Podcasting
MyPages
Podcasting
RSS powered news
How are we using it?
… carefully!!
BTpedia
Podcasting
Project wikis
Key principles
no anonymous posting
say what you like … but you will be held accountable!
Examples:
Blogging
First external blog: http://blog.btbroadbandoffice.com/
Leadership blogs
Blogs for all – internal &external
First external blog
What the ‘blogosphere thinks!
Leadership blogs
Blogs for all
RSS powered news
How are we using it?
… carefully!!
BTpedia
Podcasting
Project wikis
Key principles
no anonymous posting
say what you like … but you will be held accountable!
Examples:
Blogging
Corporate wiki product to be launched soon internally
Trying out the technology
MyPages
Project wikis
Around 350,000 wiki pages
RSS powered news
How are we using it?
… carefully!!
BTpedia
PodcastingBlogging
Project wikis
Key principles
no anonymous posting
say what you like … but you will be held accountable!
Examples:
Podcasting
MyPages
MyPages
MyPages
Potential impact in a corporate environment
• Governance …community editorial control …• Wisdom of crowds with no crowds• Loosing control of the message• What if …?• Mixing business and personality• Process challenges• RSS
Potential impact in a corporate environment
Changing roles:
Lessons learnt
• Focus on value not risk!• Start small and build slowly – users dictate direction
and speed• Let users try as early as possible – ‘warts and all’ –
succeed or fail quickly … and cheaply!• Engage legal/HR/security early … and emphasise
evolution not revolution• Have realistic expectations … the intranet is not the
internet!• Harness the enthusiasm of the enthusiastic …
especially if senior!
My blog … http://richarddennison.wordpress.com
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