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

© British Telecommunications plc 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

© British Telecommunications plc 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

© British Telecommunications plc 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 s on the internet are spam. BT introduced the world's first fully-automated 'spam buster' system in October And………..

© British Telecommunications plc 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.

© British Telecommunications plc ….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.

© British Telecommunications plc 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

© British Telecommunications plc 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

© British Telecommunications plc 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.

© British Telecommunications plc BT Today - our intranet newsdesk

© British Telecommunications plc BT today – your space

© British Telecommunications plc BT today RSS – you subscribe to your news

© British Telecommunications plc Blog Central – BT’s blogosphere

© British Telecommunications plc Blogging example

© British Telecommunications plc BTpedia – BT’s corporate wiki

© British Telecommunications plc BTpedia – wiki article example

© British Telecommunications plc Podcast Central – ‘show and tell’

© British Telecommunications plc Podcasting example

© British Telecommunications plc CEO online chats

© British Telecommunications plc 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

© British Telecommunications plc Thank you! For further information and questions ask me today or go to