In episode 66 Ciaran talks to Bian Salins, Head of Social Media Innovation for BT Customer Service. An experienced social media practitioner and visionary, Bian heads up the team who manage @BTCare, BT's hugely successful social media customer service channel. Ciaran met Bian at the recent Social Media Influence conference in London where Bian was a guest speaker. Inspired by her presentation and story, Ciaran grabbed this interview during the lunch break and talks to Bian about the unique way she set about creating her team. We also discover some of great insights into how to successfully manage social media customer service and how to navigate challenging social media situations within a huge telecommunications corporation.