How we wikiBobby Graham: Director Web Publishing (Acting)National Library of AustraliaGov 2.0 Conference: 19 October 2009

Vital statisticsThe Library has 450 employees.We implemented our first wiki in 2006.We have 100+ wiki spaces.We use Confluence.Now we have two wikis: internal and external.

Why wiki?We support transparency of information.We engage with other libraries – nationally and internationally.We have a professional interest in information management.

Why Confluence?It was compatible with our systems infrastructure.It is widely used by corporate organisations.We had an existing relationship and experience with the company.It has an active open source community, building macros and plug-ins.

What wiki features?WYSIWYG editorPages, news items and commentsAccess controlOne installation; multiple wikisExport to PDF and MS Word

What wiki stuff we likeBrowser based editingVersioningRecently updated listingSearchPages print well

Wiki flexibilityIt happens nowEasy to restructureHistoryEasy to roll backBut . . . flexibility, freedom, trust = uncertainty

Wiki engagementAnyone can participate in the wiki.All staff can access, read and edit any wiki space.All staff can freely con-tribute new content using any web browser.We all collaborate.

Wiki governanceAdmin is by community.Any wiki user can fix spelling, formatting, grammar or structure.Author is recorded.We can roll back to a previous version.Space administrators

Wiki transparencyWe share information.All staff can collaborate on any project or topic.All staff can share infor-mation across all APS levels.

Work in teamsWe could work in a group or in a project team.We work across teams and projects.We collaborate internally and externally.Each community space is like a mini wiki in its own right.

What kind of projects?We manage the Library’s collections.We look after the Library’s readers and users.We plan to implement new services.We work in divisional, branch and group projects.

How we wikiPages are the building blocks of the wiki.A statement of purpose is a good way to start.We add content like text, images and tables.We attach files.We can find stuff: any location is good.We (sometimes) archive stuff.

What we wikiWe plan, draft and write documents.We prepare project plans.We manage activity schedules.We maintain rosters and planning docs.Sometimes we improve business processes.

Wiki woesWiki users expect Word.They miss structure and presentation.Some resist a new system.Users may not commit or own spaces or pages.It’s easy to publish and forget, or not archive.Wiki is yet another place to publish (not).

Case study: How to improve a business process400+ procedures documents . . . In various Excel spreadsheetsHow to share information in all of these docs?How to update the documents?Where to publish them?Who is responsible?!

What was the outcome?Reduced no. of documentsSource files updated and maintained.Archived in TRIM.Content published on intranet and linked to TRIM.Updated content always available to users.Four staff members maintain the wiki page.

Reduced no. of documents

Source files updated and maintained.

Archived in TRIM.

Content published on intranet and linked to TRIM.

Updated content always available to users.

Four staff members maintain the wiki page.

What wikis?Internalwiki space: all staff can view and edit.Closed wiki space: a group of external and internal users can view and edit.Public wiki space: all staff can view and edit, public can view only.External wiki space: ex-ternal users and all staff can edit and view.

What have we learnt?People may make mistakes, but they will take responsibility for:their own learningorganising thingstidying upGiven the opportunity:they have good ideaslearn from each other

What works well?Documenting servicesDocumenting processesWorking and writing collaborativelyCollaborating with external partners

What doesn’t work well?The wiki could be used for what it was never intended:archivingpublishing workflowspublishing secure documentsBlog style writing

Is wiki successful?How should we measure success?100+ wikis implemented in three years10 public wiki spaces12 closed wiki groupsContinued use of service

Wiki futureWe plan to improve the interface: add themes.We’d like to make browsing more pleasant.We plan to improve wiki help and guidance.We’d like to assist with training.

With thanks to Michele Huston for her direction and leadershipAll images courtesy of the National Library of Australiabgraham@nla.gov.auTel: 02 6262 1542http://libertylittlebasil.blogspot.com/@LibertyBasil