The process of setting up a wiki as a tool for knowledge sharing in a public library Internet Librarian 2008 Karolien Selhorst – Public Library of Vlissingen

When competing hoard your knowledge, but when collaborating share it (David Gurteen – KM consultant)

When competing hoard your knowledge, but when collaborating share it

(David Gurteen – KM consultant)

The Public Library of Vlissingen The library is situated in the heart of Zeeland (The Netherlands) Apart from the main building, the library provides services for the nearby situated village, the local hospital and several schools.

The library is situated in the heart

of Zeeland (The Netherlands)

Apart from the main building, the library provides services for the nearby situated village, the local hospital and several schools.

The Public Library of Vlissingen To stay relevant in the future we want to provide more specialist and tailor-made services to our users.

To stay relevant in the future

we want to provide more

specialist and tailor-made services to our users.

Better use of hidden staff talent In order to realise this ambition, the library wants to make more and better use of hidden staff talent and facilitate knowledge sharing A ‘knowledge audit’ was organised. One of the findings was that the intranet did not meet the needs of library workers

In order to realise this ambition, the

library wants to make more and

better use of hidden staff talent and facilitate knowledge sharing

A ‘knowledge audit’ was organised.

One of the findings was that the intranet did not meet the needs of library workers

Wiki as intranet alternative Despite the low popularity of the intranet, library workers indicated that they were eager to share knowledge through a ‘similar medium’ The idea for a wiki, essentially a knowledge-sharing tool, arose

Despite the low popularity of the

intranet, library workers indicated

that they were eager to share knowledge through a ‘similar medium’

The idea for a wiki, essentially a knowledge-sharing tool, arose

What is a wiki? “ A wiki is a website that allows visitors to add, remove, edit and change content.” (Wikipedia) Wiki: quick (in Hawaiian) Open or closed

“ A wiki is a website that allows

visitors to add, remove, edit and

change content.” (Wikipedia)

Wiki: quick (in Hawaiian)

Open or closed

Why wiki? Easy and quick to edit and update Anyone can make changes Low barrier for sharing Content is free-form Flexible and thus supports incremental knowledge creation …

Easy and quick to edit and update

Anyone can make changes

Low barrier for sharing

Content is free-form

Flexible and thus supports incremental knowledge creation

…

Library wikis in practice Staff intranet: team collaboration and communication Co-operative projects and collaborative authoring Knowledge repository/KM tool Subject guides Planning spaces …

Staff intranet: team collaboration

and communication

Co-operative projects and collaborative authoring

Knowledge repository/KM tool

Subject guides

Planning spaces

…

Setting up a wiki in 6 steps

Step 1:Planning Evaluation of workplace culture and environment Establishing the purpose and the scope of the wiki Early involvement of future users Identifying resources for creating and maintaining the wiki Choice of wiki software and wiki host

Evaluation of workplace culture

and environment

Establishing the purpose and the scope of the wiki

Early involvement of future users

Identifying resources for creating and maintaining the wiki

Choice of wiki software and wiki host

Step 2: Wiki design Lay-out/visual design Initial structure of the wiki ‘ Seeding’ initial content Creating documentation and policy rules for the wiki, the so-called ‘wikiquette’ , but do not focus on the ‘rules’! Assigning user roles and setting access controls Wiki sandbox

Lay-out/visual design

Initial structure of the wiki

‘ Seeding’ initial content

Creating documentation and policy rules for the wiki, the so-called ‘wikiquette’ , but do not focus on the ‘rules’!

Assigning user roles and setting access controls

Wiki sandbox

Step 3:Testing Careful selection of ‘test unit’ to run a pilot: early-adopters advocate wiki use Testing involved: proofreading initial content, testing links, basic functions, wiki usability Importance of involving future users: feedback

Careful selection of ‘test unit’ to run

a pilot: early-adopters advocate

wiki use

Testing involved: proofreading initial content, testing links, basic functions, wiki usability

Importance of involving future users: feedback

Step 4:Launching the wiki and training users Training sessions are being organised Promotion: focus on advantages of wiki use and involvement of pilot group

Training sessions are being

organised

Promotion: focus on advantages of wiki use and involvement of pilot group

Step 5:Managing and maintaining Wiki gardener : one person responsible for moderating discussions, reviewing content, reviewing wiki structure to make content easy accessible by everyone

Wiki gardener : one person

responsible for moderating

discussions, reviewing content, reviewing wiki structure to make content easy accessible by everyone

Step 6: Wiki evaluation The evaluation of the implementation process The evaluation of the wiki: wiki statistics and user surveys

The evaluation of the

implementation process

The evaluation of the wiki: wiki statistics and user surveys

This is it!

The future? At the moment, we are developing a software that will complement the the wiki and support the way library staff deals with customer enquiries. Based on teams of knowledge experts A revolutionary new way of working in a Dutch public library

At the moment, we are developing

a software that will complement the

the wiki and support the way library staff deals with customer enquiries.

Based on teams of knowledge experts

A revolutionary new way of working in a Dutch public library

Wiki lessons learned The success of a wiki depends on user contribution and enthousiasm Involve your end-users from the beginning ‘ Reward people’ for contributing to the wiki A wiki is a tool that complements, but not replaces face-to-face sharing ‘ Seed’ the wiki Integrate the wiki in daily working practice

The success of a wiki depends on

user contribution and enthousiasm

Involve your end-users from the beginning

‘ Reward people’ for contributing to the wiki

A wiki is a tool that complements, but not replaces face-to-face sharing

‘ Seed’ the wiki

Integrate the wiki in daily working practice

Questions? [email_address]