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British Airways: Crew Community Forums

Written by James Robertson, published October 8, 2008

Categorised under: Collaboration, Intranets

At the beginning of my recent round-the-world trip, I went straight from touching down at Heathrow to the British Airways head offices nearby. Ignoring 24+ hours of jetlag, it gave me an opportunity to hand over the trophy for BA’s Gold Intranet Innovation Award in person, as well as recording an interview with Allen Huish.

British Airways’ winning entry was on their Crew Community Forums, established for their 17,000 flight crew. These have been hugely successful, and remarkably effective at improving customer service and resolving day-to-day process issues.

This 8 minute video covers:

  • Who are the forums for?
  • Why where they established?
  • What topics are being discussed?
  • What were the challenges?
  • What have made them successful?
  • Tips for other organisations?

This video talks through the questions and issues that arise for every organisation thinking about collaboration tools, and will be of great interest for senior managers and other stakeholders.

(Obtain a copy of the Intranet Innovations 2008 report for full details on the British Airways entry, including screenshots.)

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2 Comments:

  1. MN web design commented on October 9th, 2008

    Thanks for the input. I always appreciate your thoughtful approach to reporting on thoughtful issues. you are in my bookmarks.

  2. Craig Thomler commented on October 11th, 2008

    Hi James,

    It’s a great interview and demonstrates the benefits of staff forums in opening up those two-way communications channels with management.

    I’ve distributed the video at work and are reflecting it in my blog.

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