Tag Archives: BT

I’m an official London 2012 blogger!

A few months ago, I entered my details into the BT search for storytellers who could write, film, and blog the London 2012 Olympic games. About a month back I heard that I was on the shortlist and I needed to write more information about why I should be chosen.

A couple of days ago, I was told that I have the job. I will be blogging and tweeting live from the Olympics.

The preferred sports I asked to be closest too are cycling, boxing, and diving, but I have not had a full briefing yet so I don’t know exactly when I should get started and what my boundaries are.

What I do know is that this should be a great opportunity to see the Olympic games from the inside, as someone who is a part of the machine telling the world about what happens in London in 2012.

I’m really looking forward to being an Olympic writer and I already have a lot of ideas about how to start blending London 2012 with Rio 2016…

London Olympic Torch Relay Finale

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Leaders of IT waiting for your questions…

Have you been to a conference recently where Twitter was used to create more interactivity?

I’ve been to a few. It’s easy to do at all the social media events. Just put up a big screen and agree on a hash-tag and everyone will make comments. Whether it’s anything useful is another matter entirely. I’ve also been to some events where Twitter was introduced as a good idea, yet the people in the audience had no idea how to use it despite their supposed status as leaders within the world of IT.
So I was thinking about this when I was asked by the National Outsourcing Association to add some ideas to their annual summer party. It’s usually a great event, full of people from the tech industry, and usually on a London rooftop somewhere drinking in the sun.
The party is going to take place next week on July 15 in London, but the part I managed to add starts from 4pm. It’s going to be some really interesting tech leaders speaking ‘TED-style’ for just 10 minutes each one after the other… so it’s a full-on session of ideas, with questions from the audience all being taken via Twitter.
Take a look at the speakers here. If you want to ask them a question – right now – then just ask it on Twitter and use the hashtag #noaeue. Live commentary of the event will be published on the day on the account @thenoa, so follow that user if you can’t make it in person.
– BBC, Michael Stock, Stretch Project Director, Head of Partnership & Contract
– Department for Work and Pensions, James Gardner, CTO
– Marks & Spencer, Darrell Stein, Director of IT and Logistics
– Symbian, Ian McDonald, Head of IT
– BT, Sarah Manning, Head of Services Improvement and Supplier Management
– Centrica, Kevin Devoy, Manager, Procurement and Supplier Management
– Guardian Media Group, Andy Beale, Technology Director

Tweetdeck - Twitter wall

@BTCare – yes, BT really cares!

In some of my corporate or academic lectures I have mentioned @btcare in the past. It’s often been controversial, like the time I was speaking at LSBU and I recounted the time that BT had helped me out with a dodgy broadband connection – all via Twitter. One academic took exception to this because he had faced a similar problem that took him hours to resolve, after several phone calls.

So, when I had another issue with BT, the first place I turned was BTcare on Twitter.

In short, I keep getting a lot of phantom phone calls at home. The phone rings and when I answer there is nobody there. Usually there is some bleeping, like a fax machine trying to connect. It’s impossible to find which company is doing this because they block the CLI, so it’s always a private number.

So, I asked BT on Twitter what I could about this – after 3 or 4 calls today drove me to do something about it.

I had low expectations, but the BT Twitter team came back to me in about half an hour asking for my phone number, which I sent on to them. They came back even more quickly with some ideas about what I could do to immediately resolve the issue. I never even knew I could get my BT phone to just reject (and therefore not ring) if a caller has withheld their number. I had a problem setting this up on my line, but the BT Twitter team took over and said they would sort it all out for me remotely.

I don’t know how BT is going to scale this up once more and more users start using social media for support, but the way @BTcare works at present is a case study in how a large telco can use Twitter and make it really work. The agents who answer the Twitter messages just feel so much more empowered to help than the regular contact centre agent. Perhaps that is just my perception, but in using the Twitter help service twice I’ve been impressed on both occasions, and I can’t recall that kind of service from any major firm – let alone a telco.

Nice job BT, keep it up!