Online Information 2007 Seminar

Slide 1: Social software in a corporate context: the BT experience? Richard Dennison Intranet and Channel Strategy Manager richard.dennison@bt.com

Slide 2: 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

Slide 3: 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 What makes us build a better, more sustainable world. different? Our global 21CN platform allows us to deliver software-driven services that are faster, more reliable and simpler to use. Being number one for customer service. What are our goals? Being a company that is recognised for innovation and great service, and for delivering value to shareholders.

Slide 4: 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.

Slide 5: Why is social media important to BT? Social media is about: communications technology social networks giving power to users …these are BT’s global data business drivers! networks making technology simple building sustainable communities – from local to global

Slide 6: How are we using it? no anonymous posting Key principles say what you like … but you will be held accountable! Examples: MyPages BTpedia Blogging Podcasting Web 2.0 news Project wikis

Slide 7: How are we using it? … carefully!! no anonymous posting Key principles say what you like … but you will be held accountable! Examples: building knowledge base BTpedia building communities Blogging Podcasting Web 2.0 news Project wikis

Slide 8: BTpedia

Slide 9: BTpedia

Slide 10: How are we using it? … carefully!! no anonymous posting Key principles say what you like … but you will be held accountable! Examples: MyPages BTpedia Blogging Podcasting user chooses RSS powered news Web 2.0 news Project wikis one source one truth

Slide 11: Web 2.0 powered news

Slide 12: RSS powered news Over 150 feeds on corporate news desk alone

Slide 13: Your space

Slide 14: RSS powered news

Slide 15: How are we using it? … carefully!! no anonymous posting Key principles say what you like … but you will be held accountable! Examples: MyPages BTpedia Blogging Podcasting RSS powered news Project wikis

Slide 16: Podcasting

Slide 17: How are we using it? … carefully!! no anonymous posting Key principles say what you like … but you will be held accountable! Examples: BTpedia First external blog: http://blog.btbroadbandoffice.com/ Blogging Leadership blogs Podcasting Blogs for all – internal & external RSS powered news Project wikis

Slide 18: First external blog

Slide 19: What the ‘blogosphere thinks!

Slide 20: Leadership blogs

Slide 21: Blogs for all

Slide 22: How are we using it? … carefully!! no anonymous posting Key principles say what you like … but you will be held accountable! Examples: MyPages BTpedia Blogging Podcasting Corporate wiki product to be launched soon internally RSS powered news Project wikis Trying out the technology

Slide 23: Project wikis Around 350,000 wiki pages

Slide 24: How are we using it? … carefully!! no anonymous posting Key principles say what you like … but you will be held accountable! Examples: MyPages BTpedia Blogging Podcasting RSS powered news Project wikis

Slide 25: MyPages

Slide 26: MyPages

Slide 27: 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

Slide 28: Potential impact in a corporate environment Changing roles:

Slide 29: 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!

Slide 30: My blog … http://richarddennison.wordpress.com

Slide 31: Thank you richard.dennison@bt.com http://richarddennison.wordpress.com