Openreach - CP Documentation Proposal by sdfwerte

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									Openreach Documentation and

Communications



Phil Beal
Portfolio Marketing and Communications

• Keeping you informed

• Responsive

• Things that matter

• Easy to do business with




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Overview on Documentation
• We have directly collaborated with Industry on improvements to the
  WLR3 site on the portal and our CP documentation has been produced
  in collaboration with CPs and Industry

• Our WLR “Real Deal" brochure extolling the benefits of WLR3 has a
  forward written by the Chair of FCS and includes real input for live CPs

• As for product definitions, we have produced the WLR3 documentation
  to be user friendly and have applied a new content management
  process for easy navigation

• We have live CPs and TPIs using our documentation to really drive
  their business




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What we are doing
• Our marketing strategy continues with major overhaul of documentation
  + open comms – launch of Drumbeat

• We have allocated funding against portal and collateral improvements,
  this is making good progress with NGA, Ethernet and WLR3 where
  customer friendly and CP initiated collateral are in place or being
  developed

• New brochure-ware across all product lines

• New templates - upfront

• Copy writer expertise

• Introduce a corporate look and feel

• How you can help


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Openreach.co.uk
Major improvements over the last year or so – recent developments include
•   New advanced search engine
    –   Much easier to locate relevant information quickly

•   RSS news feeds
    –   Enhanced – now more pages across the site
    –   ‘Opt-in’ to receive alerts
    –   Easy to set up –click on the RSS link in the top right of most pages on the website and follow the instructions

•   Customer focused redesign
    –   A major product area re-design programme kicked off at the end of 2007
    –   Improved usability and key information more accessible
    –   WLR3 now complete
    –   Ethernet and LLU being rolled out
    –   New homepage designed to improve navigation at the site’s main entry point

•   Opting in
    –   Customers can now use a single online form to tell us which communication vehicles they want to
    –   Pricing notifications, Round-up and Exchange

•   What’s next?
    –   Continue to be enhanced and monitored
    –   A number of key customer experience improvements to the transactional parts of the site over the next few months

•   Have we got it right?
    –   Please let us know – feedback form at the bottom right of every web page




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And More
•   LLU
    –   First phase of new LLU web pages

•   New Collateral
    –   New approach to product collateral
    –   User friendly

•   New LLU Brochure
    –   Online friendly

•   External Information Points (EIP)
    –   Much clearer view for EMP releases – 9 stages to launch

•   Drumbeat
    – Is it working for you?




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  Thank You
Any Questions?




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