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BT—a reponse
(UK) I received a response from BT regarding my 'BT (Could Do) Better' post—they stated my 'feedback is genuinely helpful and has been shared with the team here at BT'. They go on to say how the 'magazine' was developed internally first and then, through the requests of their stakeholders, was made public online.
BT went on to explain that they have even considered bloging but were reluctant to pursue it due to the issue of abuse—'unless monitored around the clock the likelihood is that a tiny minority of visitors may abuse the facility to post instantaneous, unedited feedback'—I responded by agreeing (anyone with a blog knows it's hard work responding to comments and deleting spam posts) but I also informed them that the 'comments' function can be disabled.
As long as there are other avenues in which to make views known like a feedback form or email, then you can still be authentic and successful (case in point: BoingBoing and Seth Godin, two of the most popular blogs in the blogosphere who don't have their comment functions turned on and don't loose out in popularity or hits).
I also pointed them to Hugh's great post on 'Why Corporate Blogging Works'.
BT are doing some great work in the community and I have covered them here in previous posts—Seeing & Hearing plus Can You Hear Me?—although, as someone who is constantly monitoring the community work companies/brands are delivering/supporting, my main issue is one of communication, or lack of.
When I look back over the short life of this blog (10 months), I am impressed with the amount of brands/companies who are investing into cause-related marketing, socially responsible initiatives or/and community investment programmes. However, I don't think the effort that goes into establishing these projects/initiatives is being duplicated in communicating them to the wider public.
Surely blogging would be a great medium for this?
BT told me 'the views of our stakeholders are extremely important to us and we read and respond to anyone who contacts us via yourviews@bt.com'—so if you agree with my opinions on getting BT to blog about their community projects and CSR activities then please email them and let them know (referencing my posts).
Filed by DK on October 22 2005
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