Wikis

Originally published on June 27, 2017

40th in a series of 50 Knowledge Management Components (Slide 51 in KM 102)

Wikis: sites that allow users to easily add, remove, edit, and change most available content — effective for collaborative writing, self-service web page creation, and shared maintenance of information

A wiki is a web page that can be edited by anyone, thus making it easy to collaborate on writing a document, creating a website, or collecting information on a topic. It has been most successfully used in Wikipedia, a free encyclopedia that has achieved dramatic levels of contribution and use.

Within organizations, wikis have been used to create internal equivalents of Wikipedia for knowledge about the organization and its activities. They are very well-suited for the production of documentation by teams of writers and editors, as the shared editing capability is ideal for this task. Wikis are also useful for collecting diverse inputs, links to other sites, and multiple points of view.

Attempts to use wikis for knowledge repositories have been less successful. Whereas the alphabet provides the standard taxonomy for Wikipedia, other taxonomies are more difficult to impose and maintain using wikis. Since anyone can add a new wiki page, it is difficult to control the proliferation of such pages. Text entry in a new wiki page is generally unstructured, which is less desirable than form entry for repositories.

Participation in wikis is another challenge. They are often created by a committed individual who hopes that others will share a similar passion for the topic and add to the content. When these others fail to materialize, the wiki ends up being maintained primarily by the original creator, and thus is more similar to a blog or website.

Wikis can be victimized by vandalism or contentious arguments between opposing factions. In Wikipedia, talk pages are used to discuss an article and to attempt to reach agreement on a neutral end result. Inside an organization, if disagreement about a topic exists, it could result in content thrashing as the differing viewpoints are alternately restored to prominence.

If you are interested in using wikis as part of a KM program, pick an application where they fit well, and use a pilot implementation to see how they work. If the application performs acceptably, user participation is good, and the desired results are achieved, it can be expanded to additional users and applications. If not, you can capture the lessons learned and move on to the next pilot.

Functionality

  • Article — main text
  • Talk — discussion about the article
  • Edit — anyone can edit the article
  • Revision History — list of all version, with the ability to undo changes and revert to a prior version
  • Search
  • Automatic generation of links and new pages

Use Cases

  1. Collaborate on planning the agenda for a meeting
  2. Compile the minutes from a meeting
  3. Provide a list of resources that can be updated, added to, and corrected by anyone
  4. Capture and maintain a body of knowledge that will evolve through iterative definitions from multiple contributors, compiling diverse inputs to create a thorough content collection
  5. Collect, enhance, and maintain reference information for a community
  6. Create an outline that will be fleshed out over time by a variety of subject matter experts
  7. Enable employees to create and collaboratively edit their own content pages
  8. Encourage customers to collaboratively edit user community support pages
  9. Brainstorm to come up with new ideas
  10. Achieve consensus on a topic, e.g., drafting and developing a policy or proceudre

Examples

1. HP

2. Deloitte

3. Knowledge Management

Insights

1. Choosing the right KM tools by Tony Byrne: Wikis now power some of the most definitive knowledge bases within and beyond the enterprise.

2. Wide Open Spaces: Wikis, Ready or Not by Brian Lamb: Think of an open wiki space as a home that leaves its front door unlocked but doesn’t get robbed because the neighbors are all out on their front steps gossiping, keeping a friendly eye on the street, and never missing a thing. This ethic is at the heart of “SoftSecurity,” which relies on the community, rather than technology, to enforce order.”

3. Gartner Market Profile: Enterprise Wiki Platforms, 2010 by Larry Cannell: Wikis once helped define Enterprise 2.0, yet they have not been as visibly successful as other Web 2.0 technologies (e.g., blogs).

4. Seven Tips to Success with a Corporate Wiki by Gil Yehuda of Forrester Research

  • Pick a Software Delivery Model
  • Keep Track of Who’s Who: Authenticating Users
  • Give IT What They Want
  • Plan for Mistakes
  • Manage (and Follow) Change
  • Plan for Wiki Success
  • Consider Extra Features

5. Enterprise Social Networking 2010 Market Overview by Rob Koplowitz of Forrester Research: Wiki Adoption Will Reach 45% In 2010

“What are your firm’s plans to officially support or adopt Wikis (enterprise or departmental), whether for internal or external (client-facing) purposes?”

  • Don’t know/Not interested 26%
  • Interested but no plans 22%
  • Implemented, not expanding 17%
  • Expanding/upgrading implementation 19%
  • Planning to implement in the next 12 months 9%

6. What blogs and wikis bring to business and knowledge management by Bill Ives

A wiki is:

  • is a piece of server software that allows users to freely create and edit Web page content using any Web browser
  • supports hyperlinks and uses a simple text syntax for creating new pages and crosslinks between internal pages on the fly
  • is unusual among group communication tools since you can edit both the organization of contributions, as well as the content itself
  • allows all users to edit any page, with full freedom to edit, change and delete the work of previous authors
  • is particularly useful for brainstorming sessions since by definition, these sessions are a group activity
  • is very useful for consensus building such as agreeing on meeting minutes.

Blogs vs. wikis

  • Wiki content is ego-less, time-less, and never finished — e.g. Wikipedia or project meeting notes kept in a wiki
  • Blog content is written in the personal voice and is author(s)-centric with responding comments, all content remains in searchable archive
  • Both defining features are derivative of the technology and not required by the tool

Resources

  1. LinkedIn Topic
  2. SlideShare
  3. Wiki site defined in Wikipedia
  4. What Are Wikis, and Why Should You Use Them? by Zach LeBar
  5. Wiki in Plain English — YouTube Video
  6. Starting and Running a Wiki Website/Self-hosting
  7. Nick Milton — Wikis
  8. Luis Suarez
  9. Mary Abraham: When is a Wiki Worth the Effort? — How Wikis Mess With Your Mindby Mary Abraham
  10. Mercy Harper: Ways ConocoPhillips Created a Wiki That People Actually Use — 3 Huge Problems With Your Enterprise Wiki (It’s not What You Think)
  11. What are wikis good for? by Andrew Rixon
  12. Three myths of enterprise wiki deployment by Kathleen Lau
  13. Nancy Dixon: If the Army Can Put Its Doctrine Up On a Wiki, You’ve Got No Excuse — A Wiki for Generals
  14. Matt Moore: Playing Nice: Developing Guidelines and Policies for Social Software Use — Wiki Reliance — Collaborative Ecologies
  15. Patrick Lambe: Wiki Tricks — Wiki Intranet 2.0 — Thinking About Wikis — and Wiki Raids — How to Use Enterprise Wikis — Patterns and Anti-Patterns
  16. Maish Nichani: Planning and sustaining wiki-based collaboration projects — Using wikis on the intranet: The British Council case study
  17. Ok, so I might’ve said “blogs and wikis are dead” by James Robertson
  18. Wiki Wise by Euan Semple
  19. Wiki Conversation Visualised by Arthur Shelley
  20. Semantic Wikis — Pros and Cons by Frank Guerino
  21. SIKM Leaders Community discussion: SharePoint for an Enterprise-wide wiki — MediaWiki
  22. Dave Snowden: Wikis as a Complex-Adaptive System — Complex Adaptive Processes on a Wiki? — A wiki is a more efficient form of knowledge creation than most collaboration environments — Wikipedia Experiences
  23. David Weinberger: The Wikipedia Style — Wikipedia is too hard: A suggestion
  24. Lauren Trees: The 3 Biggest Problems Facing Internal Wikis — How Wikis Can Relieve Knowledge Management Pain
  25. APQC

Platforms

1. Here are sources of information to help choose wiki software or a hosting service:

2. Vendors

3. 5 Wiki Tools for Building Online Communities by Ann Augustine

4. 5 Popular Wiki Software Products by Sameer Bhatia

5. 10 Free Wiki Software Platforms or Wiki Engines by Sanjeev Mishra

6. Wiki tools are not all the same by Tony Byrne

Books

  1. Wikipatterns by Stewart Mader
  2. Wikinomics: How Mass Collaboration Changes Everything by Don Tapscott
  3. Wikis: Tools for Information Work And Collaboration by Jane Klobas
  4. Wikis For Dummies by Dan Woods and Peter Thoeny
  5. The Complete Guide to Wikis: How to Set Up, Use, and Benefit from Wikis by T. Brian Chatfield
  6. Wiki Management: A Revolutionary New Model for a Rapidly Changing and Collaborative World by Rod Collins
  7. Managing Virtual Teams: Getting The Most From Wikis, Blogs, And Other Collaborative Tools by Brenda Huettner and M. Katherine Brown
  8. MediaWiki: Wikipedia and Beyond by Daniel J. Barrett
  9. Working with MediaWiki by Yaron Koren
  10. MediaWiki 1.1: Beginner’s Guide by Mizanur Rahman and Jeffrey T. Orloff
  11. SharePoint 2016 For Dummies by Rosemarie Withee and Ken Withee
  12. SharePoint 2016 User’s Guide: Learning Microsoft’s Business Collaboration Platform by Tony Smith
  13. Atlassian Confluence 5 Essentials by Stefan Kohler
  14. Confluence, Tech Comm, Chocolate: A Wiki as Platform Extraordinaire for Technical Communication by Sarah Maddox