How BT uses social media with internal communication
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How BT uses social media with internal communication



Understand BT and its culture better ...

Understand BT and its culture better
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



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How BT uses social media with internal communication How BT uses social media with internal communication Presentation Transcript

  • How BT uses social media with internal communications Mark Morrell – BT Intranet manager
  • 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