Telus uses social media to change educational model #spc11

@dpontefract knocked my socks off. He works for Telus and is changing the culture there. He believes in heterarchy, not hierarchy and is pushing telus to move to a less hierarchial model.

His talk was about how social technologies are helping telus change their work practices, engage their employees and create a culture of continuous learning all to provide a better customer experience for their customers.

The focus of telus is to 
- improve the likelihood to reccomend - as a key indicator of customer experience satisfaction
- change the work style
- collaboration improvement

Problems that need to be addressed
- people are dispersed
- expectation is that you're part of the story, not being told
- multigenerational workforce

Work styles are changing at telus. Their targets are to have people work 30% from office, 30% from home, remainder are hybrid. Reasons include cost savings and an increase in employee engagement.

Three legs of the stool: leadership, learning and technologies

One of the major changes is that Learning is a continuous, collaborative process. It is informal, formal and social.

Telus does not have best in class customer experience
Tries to move the organization along the path to collaborative culutre strategy. Collaborative culture = connected learning + leadership framework + social technologies

From the blue ocean strategy, telus has adopted the Fair process: engage, explore, explain, execute, evaluate.

Dna of organization, who it targets and how it happens.

Different kinds of learning: social, informal, formal. Examples include Informal: mentoring; Social: networking, blogging, tagging.

"Its about social work and about saying its ok."

40% of team members are participating in social learning
- called wikis, blogging, microblogging, forms ect..
55% have seen a return on investment

How are they measuring success and perfomance? Poll 10k people once a quarter and ask questions like:
Have you participated in learning? (broken down by learning type)
Have you noticed an improvement in how you're performing? (again broken down by type)

What are the best adoption strategies he's found?
Adoption community - 20 to 50 ppl show up to the biweekly meeting. They're the leading ambasadors of change. Also created a specisl program called "Special advanced learning training for you". And Built an elearning course introducing the social site 25 mins long. Helps them with the adoption piece.