Social software in a corporate context: the BT experience? Richard Dennison Intranet and Channel Strategy Manager [email_address]

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

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 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.

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

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.

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 Podcasting Blogging Project wikis Examples: MyPages

How are we using it? … carefully!! Key principles no anonymous posting say what you like … but you will be held accountable! BTpedia building knowledge base building communities BTpedia Web 2.0 news Podcasting Blogging Project wikis Examples:

BTpedia

BTpedia

How are we using it? RSS powered news Web 2.0 news … carefully!! BTpedia Podcasting Blogging Project wikis Key principles no anonymous posting say what you like … but you will be held accountable! Examples: one source one truth user chooses MyPages

Web 2.0 powered news

RSS powered news Over 150 feeds on corporate news desk alone

Your space

RSS powered news

How are we using it? RSS powered news … carefully!! BTpedia Podcasting Blogging Project wikis Key principles no anonymous posting say what you like … but you will be held accountable! Examples: Podcasting MyPages

Podcasting

How are we using it? RSS powered news … 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

How are we using it? RSS powered news … 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

How are we using it? RSS powered news … carefully!! BTpedia Podcasting Blogging 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

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!

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

Thank you [email_address] http://richarddennison.wordpress.com