About BT Today BT is a global communications services company – operate in 170 countries; offices in 50 countries We are dedicated to helping our customers thrive in a changing world. We are committed to using the power of communication to build 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 us different? 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.
It’s all about ‘participation’ Communications as a conversation not channels Trust us to be responsible participants Encouraging every employee to believe they can make a difference … Employees as people self-expression being opinionated having personality Enable participation social media
Impact of participation on communication/collaboration
people are interacting differently – more informal ( cold-calling culture; no respect for organisational status )
relationships are more fluid, dynamic and far-reaching
growth of peer-to-peer trust at expense of institutional trust
balance of power shifting to communities
democratised communication (communication/collaboration … what’s the difference??)
importance of information is determined by user not author
A social media environment does not lend itself well to ‘managed’ communications … but ‘facilitated’ communications
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!
Collaborating across the enterprise Making connections; building knowledge