BT DSL outage

I’m sure many of you were affected in one way or another by the recent DSL outage, caused by the North Paddington exchange. The latest is that from BT is that water got into the exchange, starting an electrical fire, which was put out by more water, causing a flood in the basement.

The above picture is an example of the severity of the situation. However I really must praise the sterling work of BT in not only working around the clock to rectify the issue, but also in notifying their customers using Social Media. Their twitter stream (@BTcare) was a hive of activity all day, and was backed up by their status blog depicting progress. In fact the above picture comes from their own Flickr stream. Info was then compounded upon by key clients, such as Gradwell (@gradwelltweets), who posted a list of exchanges that were affected (some 437!)

Although many of us in the industry view BT as a bit of a dinosaur when it comes to embracing change, they really are showing us all how best to adopt and embrace new media. And although they have been tripped up by their BTcare account more than once, these mishaps will inevitably help them create a more fulfilling user experience. The whole episode also helps to shoecase how Twitter, blogs and other social media devices, when used in the right way, can really enhance the way a business can communicate with it’s community. We can all learn a thing of two from BT.

Advertisements

0 Responses to “BT DSL outage”



  1. Leave a Comment

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s




My tweet stream

Pages

April 2010
M T W T F S S
« Mar   Jun »
 1234
567891011
12131415161718
19202122232425
2627282930  

Blog Stats

  • 4,362 hits

%d bloggers like this: