Más contenido relacionado Similar a BT Intranet Case Study with Richard Dennison (20) Más de Prescient Digital Media (20) BT Intranet Case Study with Richard Dennison1. The changing role of internal communications
in a social organisation
BT case study
Richard Dennison, BT intranet & channel strategy manager
Global Intranet Forum, New York, 2014
2. BT who … ?
BT is one of the world’s leading communications services companies with customers in more than 170
countries worldwide.
Our main activities are the provision of fixed-line services, broadband, mobile and TV products and
services as well as networked IT services.
Globally, we supply managed networked IT services to multinational corporations, domestic businesses
and national and local government organisations.
Around 90,000 employees worldwide.
© British Telecommunications plc
3. The stuff I’ll cover …
• a healthy internal communications ecosystem
• what is a social organisation?
• understanding the dynamics of a social organisation
• changing the way we think
• competing for attention - BT internal comms channels
• how are we doing?
• what next?
© British Telecommunications plc
4. The healthy internal comms ecosystem
© British Telecommunications plc
Store
Content
Create
Shared understanding
Publish (passive)
Distribution
Distribute (targeted) Pull (choice)
Conversation
Every employee believes they can make a difference and
wants to make a difference.
Interact
Real-time Asynchronous
Engagement
Change
Archive
Co-contributeSearch
5. What is a social organisation?
© British Telecommunications plc
An organisation with internal systems which
support commenting and conversation which are
used widely by employees.
6. Going social … the dynamics of a social organisation
Monopoly supplier De-regulated environment
Managed comms Comms as a conversation
One to many Many to many
Centralised channels Channel fragmentation
© British Telecommunications plc
Internal communications in an age of …
CONTROL INFLUENCE
Intranet as a distribution channel
• push
• static
• utilitarian/neutral
Intranet as a community
• interactive
• informal/immersive
• emotive
Ordered and predictable Messy and opinionated
7. The changing dynamics of feedback
directional omnidirectional
© British Telecommunications plc
Feedback in an age of …
CONTROL INFLUENCE
solicited unsolicited
form based conversation based
one to one many to many
private/filtered public
event related (managed) continuous (unmanaged)
ordered and predictable messy and opinionated
10. Changing the way we think
From presentation to participation
© British Telecommunications plc
11. How not to respond …
© British Telecommunications plc
Internal
communications 1.0
direct e-mail
intranet page(s)
posters
mug/mouse mat
event
Internal
communications2.0
direct e-mail
intranet page(s)
posters
mug/mouse mat
event
+ blog
13. Social internal communications
From journalist …
© British Telecommunications plc
Recording
Publishing
Hidden behind copy
… to company spokesperson inside your
company
Relationships
Conversations
Influencing
Profile
… influence comes from being part of the
conversation, not part of the establishment!
17. BT Today – the facts
• 2,000 comments per month (90 comments per working
day)
• From 1,500 individuals
• 6,000 individuals have commented on the site (7% of
employees)
• 30-40k unique visitors daily (40-45% of employees)
• 275k page views per day (each person looking at about 8
pages).
© British Telecommunications plc
22. How are we doing - according to 3,500 employees in
Dec 2013?
• 85% satisfied/very satisfied with internal communications
(63% in 2011)
• 4% dissatisfaction (21% in 2011)
• 50% employees think BT Today ‘essential’
• 67% have taken part in on-line conversation (9% in 2011)
• 87% use the intranet every day
© British Telecommunications plc
23. Where next? Fixing the silo effect
Brilliant thing!
© British Telecommunications plc
Another
brilliant thing!
Yet another
One more brilliant thing!
brilliant thing!
24. The ecosystem approach
© British Telecommunications plc
#hashtag3
#hashtag1
#hashtag2
#hashtag4
Videos
Web content
Contributions
Conversations
Colleagues
Newsfeed
Newsfeed
25. © British Telecommunications plc
richard.dennison@bt.com
http://twitter.com/richarddennison/
http://richarddennison.wordpress.com/
http://gplus.to/richarddennison/
http://about.me/richarddennison