Despite what seemed like quite an arduous internal justification process it seems like BT are starting to embrace social media or Web2 technology.
The case study on Richard Dennison's blog highlights the lessons learned with the adoption which include:
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Focus on the value social media tools can bring rather than the risks
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Start small, and let the users dictate the direction & speed of adoption
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Engage policy makers as early as possible, and emphasise that the development is an evolution in web usage
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Set realistic achievements about what can be achieved
I like these fundamental basics - we often try to check our client's expectations. Rather than trying to embark on the goliath of all projects look for quick wins and build iteratively (is that a word?). That way users don't get overloaded with functionality (and therefore switch off) rather they embrace the benefits the system provides and then left asking for more!
Anyway its good to see a case study of how social media is being adopted.