How BT uses social media with internal communication

How BT uses social media with internal communications Mark Morrell – BT Intranet manager http://markmorrell.wordpress.com

Agenda
A little bit about:
Me
BT and its culture
BT’s intranet
How BT communicates
What social media tools used in BT
How they are used
What has been the impact
Summary

A little bit about me………..
I have been the BT Intranet manager since 2002 (some would say for far too long!  )
My background is in human resources, internal communications and training
I am a homeworker in Brighton
I lead a small central team based around the UK
I’m based in Group Communications
I’m responsible for BT’s intranet:
strategy
action plan
standards
governance model
user and publishing experience

Some things you might not know about BT......
BT operates in over 170 countries as one of the world’s leading providers of communications solutions and services. We provide networked IT services, local, national and international telecommunications services, and higher value broadband and internet products and services.
PodShow - BT has entered the "social networking" space with "BT PodShow", allowing aspiring rock stars and movie makers to upload music and video content.
Sorting out spam - Around 90 per cent of e-mails on the internet are spam. BT introduced the world's first fully-automated 'spam buster' system in October 2006.
And………..

A little bit more about BT……….
BT Conferencing - is the number one conferencing provider in Europe. Conferencing has reduced our carbon footprint by 100,000 tonnes of CO2. We are helping our customers achieve the same sort of result. Our conferencing business has grown 21% in the past year.
Financial centres across the globe - 60,000 traders in over 800 trading firms across 51 countries rely on BT’s voice applications and integration technologies.
Broadcast TV - BT Tower is a global media hub, handling daily an average of 90,000 hours of UK and international broadcast content.

… .and BT’s culture
BT's culture is built around the BT Values - Trustworthy; Helpful; Inspiring; Straightforward; Heart
For BT to be successful in an increasingly competitive world, we must all work together to make things simpler for our customers around the globe:
avoiding costly duplication
connecting and working with colleagues, partners and suppliers
becoming more efficient as teams and as individuals
Create an open culture within BT buzzing with innovation and new ideas.

A little bit about BT’s intranet
It started in 1994
It is available to 140,000+ people in BT including third parties
All our information is online: guidance, policies, news
All our applications are online: people management, bookings, expenses
We collaborate online too: blogs, wikis, podcasts, RSS, Twitter
It is benchmarked by the IBF as one of the best intranets overall and for:
Governance and strategy
Metrics and performance
Communications and culture
Design and usability

I use traditional communication channels to...
communicate business/time critical information to a wide audience
communicate ad hoc news to a wider audience
communicate news to a specific community on a regular basis
communicate operational information, e.g.. a process change
communicate a message using pre-recorded video
publish reference material via the intranet
promote a topic using an image/banner
store a document for use on-line
organise an interactive on-line event
update a large audience face-to-face with key strategic/business information
send something by post

I use social media tools to…
interact and develop new relationships with my customers, partners and suppliers
seek input from customers on product and service development
improve customer service
accelerate problem solving
facilitate innovation through collaboration with third parties and industry experts
manage the brand and reputation
interact in new ways with employees.

BT Today - our intranet newsdesk

BT today – your space

BT today RSS – you subscribe to your news

Blog Central – BT’s blogosphere

Blogging example

BTpedia – BT’s corporate wiki

BTpedia – wiki article example

Podcast Central – ‘show and tell’

Podcasting example

CEO online chats

Summary
You now:
Understand better BT and its culture
Know how BT’s intranet enables the use of social media
Understand how BT communicates
Know what social media tools are used in BT
Know how they are used
Understand what has been the impact

Thank you! 
For further information and questions ask me today or go to http://markmorrell.wordpress.com

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How BT uses social media with internal communication

by Mark Morrell

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