Social business in the field

Responsible for building the adoption of the ESN across the whole organisation, he provided engineers in the field with iPads and iPhones pre-loaded with the Yammer app: “Suddenly the number of users went up to 5,500. That was when I realised how much our remote employees loved it.”

In fact, Liam didn’t have to find champions: “engineers and other technicians became instantaneously our best advocates.” Because they typically go out every day to fix boilers, they never really have the opportunity to speak with the rest of the organisation, Yammer has changed all that’. For the first time they realised that they could talk to each other. They started to invite colleagues to join the BG Network en mass, asking for ideas and sharing best practice.

[…]

Some use cases were about finding contact information within seconds, such as a boiler part number to send straight away to an engineer. Other examples were around faults and appliances: “for example, an engineer would take the picture of something wrong with a boiler, then upload it to the network. Immediately, other engineers could work out what the problem was and give him advice on how to fix it.”

There were also stories around managerial feedback. “If a technician was making a customer happy, he would post the news on the site to let the managers know about the achievement. That was a chance to get a ‘Well done! Good job.”

via Simply Communicate


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Coolness is mystifying. As a teenager, you labor to crack the code. You attune yourself to subtle changes in fashion, you stay on top of musical trends, and you use hip slang, but it still slips away from you at crucial moments. There seems to be something fundamental, even constitutional, about being cool. You either have it, it seems, or you don’t.

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[…]

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