I found the small print in this announcement interesting. I go back to 1999 “The Cluetrain Manifesto” that long pre-dated social media. It held out the promise, as yet not even close to being fulfilled, of internal staff and customers interacting with each other, employee to employee, customer to customer, and of course finally employee to customer.
ANZ appoints head of digital and social media strategy
In addition to her focus on external audiences, Gome will also have responsibility for ANZ’s internal digital media assets including the corporate intranet and the introduction of social collaboration tools, and for the internal culture to support the group’s social and digital media agenda.
Cluetrain
Bankwatch 
ANZ were right though. Collaboration tools makes a huge difference not from just customer to employee but not it can be utilised between employee and employee.