Ask @o2 a question…

They employ over 11,000 people in the UK, operate 450 retail stores and sponsor the country’s biggest music venue. If there’s one word to describe o2 it is HUGE. Despite their size the telecommunications behemoth is one of the few major corporations truly engaging with their customers via the medium of social media. I’ve been particularly impressed at how quickly and efficiently they deal with customer queries on twitter. Is this openness having a positive effect on customer satisfaction and increasing business for o2?

Well now you can find out as James Paterson, Digital Communication Manager at o2, has agreed to do a twinterview, taking all the questions for the twittersphere. Same concept as my twinterview with Janis Krums. If you’ve got something you’d like to ask James please leave your question as a comment on this post. We’ll have the full interview up next week.

Closing date for questions is Friday 19th June at 5.00pm (BST).


  1. […] beyond. If you

  2. Bob Marshall on June 15, 2009 at 7:54 pm

    Q: How can carriers like o2 possibly justify the outrageously huge markup on Apple’s WWDC -announced price for e.g. the iPhone 3GS??

  3. Dan Donald on June 16, 2009 at 10:06 am

    I can only assume that you guys get swamped through channels like Twitter. How do you handle these in-house? Filtering software such as Tweetdeck? How many members of staff are on ‘social channel’ duty, Twitter in particular?

  4. Richard on June 16, 2009 at 10:09 am

    Hi James

    How does your role link to other teams in the business eg customer service etc and how do you encourage leaders to listen and respond to feedback?

  5. MJ Ray on June 16, 2009 at 10:14 am

    The “only Orange here, but only Voda there” coverage is annoying. When can we split network and service to give all of the UK choice? Haven’t you recouped the cost of the transmitters yet?

    Are street-level coverage %ages fraudulent? I mean, how many people do you know that always go outside to phone?

  6. MJ Ray on June 16, 2009 at 10:16 am

    You’re on twitter, but are you on any OpenMicroBlogging site? If not, why not? It’s the GSM of microblogs.

  7. Damian ¦ unlocking opportunities for growth on June 16, 2009 at 10:28 am

    Ross, thanks for facilitating this opportunity.

    What I’d like to ask James is as a developing Social Enterprise ( that has developed an online system to promote collabaration between community organisations, big business and struggling SME’s ( – does he have any suggestions how we could go about attracting support from advertising or sponsorship from forward thinking companies like O2 to subsidise our business so that we can direct more funding into our social agenda and community projects?

    We are offering free sign ups at present but to do so those involved are working on a pro bono basis and this kind of mutually beneficial support could easily mean make or break for our Social Enterprise and an end to lots of great ideas that could be making positive impacts in struggling communities.

    Many thanks in advance to the both of you and I look forward to your responses,


  8. rosie on June 16, 2009 at 10:39 am

    How much is your social networking is planned and how much do you just respond to questions? Is there some grand master-plan?

  9. Kyle MacRae on June 16, 2009 at 1:16 pm

    I can see the value for customer support and you do this very well. But is it fair to say that corporate policy forbids any value judgments or opinions? Would you, for instance, attempt to justify, defend, promote etc O2 policy and pricing (beyond ‘passing on feedback’)? It strikes me that you CAN’T go down the policy route, for some very good reasons – but arguably, for different reasons, you SHOULD, perhaps through a different account.

  10. Pete on June 17, 2009 at 4:03 pm

    How do you guys measure the positive effects of using social media with regards to sales, ROI, customer satisfaction etc?

    Has o2 encouraged the use of social media primarily as a means of strengthening relationships with existing customers, or do you see social media as a way of increasing brand awareness and encouraging new custom? (Or both!)

  11. Sdoca08 on June 18, 2009 at 2:55 pm

    How do you manage to Twitter about O2 without always having a link back to a web page? Do you have any guidelines for internal staff about using social media? How do you track down the impact of using Twitter and how long does it take you?

  12. The story (so far) of twitter | on June 23, 2009 at 7:48 am

    […] than insert an image of the test card while I wait for James to respond to everyone’s wonderful social media questions here’s the story (so far) of twitter. Infoshots came up with the original design concept, […]

  13. Gareth Oakley on June 30, 2009 at 3:07 pm

    Last year O2 announced trials of femtocells to help home users get better mobile signal – will O2 be launching them commercially this summer? I’m looking forward to trying the iPhone again – hopefully with better signal! 🙂

  14. admin on July 8, 2009 at 12:48 pm

    That’s the O2 twinterview up now folks:

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