Enabling and Managing Wikis in the Enterprise Jesse Wilkins Access Sciences Corporation Education Code: Education Code: WE1-1344

Learning Objectives Upon completion of this session, participants will be able to: Identify common uses for wikis in the enterprise Differentiate between commercial and enterprise solutions Identify key functionality required to manage wikis effectively Describe steps for promoting wiki usage

Upon completion of this session, participants will be able to:

Identify common uses for wikis in the enterprise

Differentiate between commercial and enterprise solutions

Identify key functionality required to manage wikis effectively

Describe steps for promoting wiki usage

USE CASES FOR WIKIS IN THE ENTERPRISE

Collaboration: email vs. wiki Source: Manny Wilson, CentCom and Intellipedia

Source: Manny Wilson, CentCom and Intellipedia

How do you use a wiki? Source: Stewart Mader, www.ikiw.org

Source: Stewart Mader, www.ikiw.org

Collaborative publishing The email way Send draft document out as email attachments Receive comments (!) Collate and make changes Send out another email notifying everyone of changes Rinse and repeat until done The wiki way Seed wiki with content, outline Users make their own updates Users make changes Users see the changes immediately

The email way

Send draft document out as email attachments

Receive comments (!)

Collate and make changes

Send out another email notifying everyone of changes

Rinse and repeat until done

The wiki way

Seed wiki with content, outline

Users make their own updates

Users make changes

Users see the changes immediately

Knowledge management The email way Exchange emails on a topic – or series of them Emails either stay in individual inbox or are extracted into KM system Add to and retrieve information from YASS (yet another software solution) The wiki way Articles set up in the wiki on various/multiple topics Update articles on the wiki directly Access the wiki articles directly

The email way

Exchange emails on a topic – or series of them

Emails either stay in individual inbox or are extracted into KM system

Add to and retrieve information from YASS (yet another software solution)

The wiki way

Articles set up in the wiki on various/multiple topics

Update articles on the wiki directly

Access the wiki articles directly

Project management The email way Send draft schedules and documents as attachments Receive comments Collate and make changes Send out another email notifying everyone of changes The wiki way Draft documents and schedules on the wiki – and email links Users make their own changes Users make changes Users see the changes immediately

The email way

Send draft schedules and documents as attachments

Receive comments

Collate and make changes

Send out another email notifying everyone of changes

The wiki way

Draft documents and schedules on the wiki – and email links

Users make their own changes

Users make changes

Users see the changes immediately

Managing meetings The email way Send draft agenda out as email attachment Receive comments and update agenda Send out more messages with supporting info After the meeting, draft, review, revise minutes The wiki way Draft the agenda on the wiki Users make their own updates, add items Post supporting information on the wiki Publish minutes and action items on the wiki

The email way

Send draft agenda out as email attachment

Receive comments and update agenda

Send out more messages with supporting info

After the meeting, draft, review, revise minutes

The wiki way

Draft the agenda on the wiki

Users make their own updates, add items

Post supporting information on the wiki

Publish minutes and action items on the wiki

Research and analysis The email way Send emails to everyone with links or attachments Send draft analyses and findings to everyone using attachments Ask everyone (via email) where the stuff relating to X is The wiki way Post articles, links, resources on the wiki Draft, update analyses directly in the article Direct users to the wiki

The email way

Send emails to everyone with links or attachments

Send draft analyses and findings to everyone using attachments

Ask everyone (via email) where the stuff relating to X is

The wiki way

Post articles, links, resources on the wiki

Draft, update analyses directly in the article

Direct users to the wiki

Event planning The email way Work contracts through email Ask everyone else who has the message about X Work schedules and responsibilities through email Forget about the event until next year The wiki way Draft contracts on the wiki Create checklists and templates on the wiki Publish schedules and responsibilities – on the wiki! Post presentations, notes, etc. to the wiki

The email way

Work contracts through email

Ask everyone else who has the message about X

Work schedules and responsibilities through email

Forget about the event until next year

The wiki way

Draft contracts on the wiki

Create checklists and templates on the wiki

Publish schedules and responsibilities – on the wiki!

Post presentations, notes, etc. to the wiki

Corporate directory The email, etc. way Set up some contacts in directory services Set up others in specific applications Set up some more in spreadsheets And the email system And HR And…. The wiki way Put contacts in a wiki Let users update their own contact information

The email, etc. way

Set up some contacts in directory services

Set up others in specific applications

Set up some more in spreadsheets

And the email system

And HR

And….

The wiki way

Put contacts in a wiki

Let users update their own contact information

COMMERCIAL VS. ENTERPRISE WIKIS

There are plenty of ways to commit career suicide; wikis are just the newest one. Eric M. Johnson State Department Office of eDiplomacy

There are plenty of ways to

commit career suicide;

wikis are just the newest one.

Eric M. Johnson

State Department

Office of eDiplomacy

Why enterprise? Enterprise wikis are used differently More homogenous users Who may be less technical Higher expectation of contribution The “90-9-1” rule

Enterprise wikis are used differently

More homogenous users

Who may be less technical

Higher expectation of contribution

The “90-9-1” rule

Commercial vs. enterprise Control over implementation model Security and identity Ease of use Audit trails Search and retrieval Reporting Integration and performance

Control over implementation model

Security and identity

Ease of use

Audit trails

Search and retrieval

Reporting

Integration and performance

Control over implementation Appliance-based Enterprise application Hosted/Software as a Service (SaaS) Image source: Socialtext

Appliance-based

Enterprise application

Hosted/Software as a Service (SaaS)

Image source: Socialtext

Wiki security Control over implementation of course Integration into identity infrastructure Granular security Image source: Atlassian

Control over implementation of course

Integration into identity infrastructure

Granular security

Image source: Atlassian

Ease of use Segregation into spaces or projects Integrated and customizable templates WYSIWYG editing and linking Notification of changes Image source: Atlassian

Segregation into spaces or projects

Integrated and customizable templates

WYSIWYG editing and linking

Notification of

changes

Image source: Atlassian

Audit trails Capture of all changes Additions Deletions Corrections Restructuring of articles/wiki in general Comments and discussion Capture of attempted changes that are rolled back

Capture of all changes

Additions

Deletions

Corrections

Restructuring of articles/wiki in general

Comments and discussion

Capture of attempted changes that are rolled back

Change tracking

Search and retrieval Full-text search of the articles themselves Autosuggest Categorization and classification Tagging Recent changes Breadcrumbs Search files

Full-text search of the articles themselves

Autosuggest

Categorization and classification

Tagging

Recent changes

Breadcrumbs

Search files

Reporting What pages have been changed Who has made what changes Most active pages Viewed, edited, commented Most active users Most popular pages

What pages have been changed

Who has made what changes

Most active pages

Viewed, edited, commented

Most active users

Most popular pages

Integration and performance Robust scalability Bulk import and export Application integration Offline caching Mobile access Image source: Intranet Journal and Socialtext

Robust scalability

Bulk import and export

Application integration

Offline caching

Mobile access

Image source: Intranet Journal and Socialtext

PROMOTING EFFECTIVE WIKI USAGE

Wikis are more archival than email, less process than Word. -- Mike Cannon-Brookes Co-founder and CEO of Atlassian

Wikis are more archival than email, less process than Word.

-- Mike Cannon-Brookes

Co-founder and CEO of Atlassian

Manage knowledgement Through blogs and wikis, the principle activity is sharing, driven by social incentives. Contribution is simple and unstructured, isn't a side activity and there is permission to participate. Intelligence is provided by participants, both through the act of sharing and simply leaving behind breadcrumbs of attention. --Ross Mayfield, CEO of Socialtext

Through blogs and wikis, the principle activity is sharing, driven by social incentives. Contribution is simple and unstructured, isn't a side activity and there is permission to participate. Intelligence is provided by participants, both through the act of sharing and simply leaving behind breadcrumbs of attention.

--Ross Mayfield, CEO of Socialtext

Above the flow vs. in the flow Above-the-flow wikis: Reflect, codify, share Side activity In-the-flow wikis: Do day-to-day work in the wiki itself Replace email, project management, process-oriented collaboration Hat tip: Ross Mayfield, Michael Idinopulos

Above-the-flow wikis:

Reflect, codify, share

Side activity

In-the-flow wikis:

Do day-to-day work in the wiki itself

Replace email, project management,

process-oriented collaboration

Hat tip: Ross Mayfield, Michael Idinopulos

Wikipatterns Patterns and anti-patterns 93 patterns so far Include people and adoption patterns Available at www.wikipatterns.com Book written using a wiki!

Patterns and anti-patterns

93 patterns so far

Include people and

adoption patterns

Available at

www.wikipatterns.com

Book written using a wiki!

Example of a wikipattern

Humanize it Introduce to users by providing their own sandbox-y space Include hobbies in directory Put “fun” topics on the wiki Encourage users to make “1-minute” changes Image source: Harrison Hot Springs

Introduce to users by providing their own sandbox-y space

Include hobbies in directory

Put “fun” topics on the wiki

Encourage users to

make “1-minute” changes

Image source: Harrison Hot Springs

Ease into it Seed the wiki Leave or add intentional errors to fix Move familiar items to the wiki Place a list of recent changes on the front page of the wiki

Seed the wiki

Leave or add intentional errors to fix

Move familiar items to the wiki

Place a list of recent changes on the front page of the wiki

Wiki gardening Wikis can become unwieldy Number of dedicated wikis Sprawl across articles Too-broad articles “ Collaborative cooking” Some users are better at editing and wordsmithing than creating content

Wikis can become unwieldy

Number of dedicated wikis

Sprawl across articles

Too-broad articles

“ Collaborative cooking”

Some users are better at

editing and wordsmithing

than creating content

Wiki gardening cont’d Clean up articles Break up long articles Seed content for missing articles Add/fix links Reorganize articles

Clean up articles

Break up long articles

Seed content for missing articles

Add/fix links

Reorganize articles

Flying under the radar NOT necessarily an enterprise approach Sign up for a free or low-cost wiki Get the wiki up & running Once it is somewhat successful, introduce it to the organization Can be a career-limiting move!

NOT necessarily an enterprise approach

Sign up for a free or low-cost wiki

Get the wiki up & running

Once it is somewhat successful, introduce it to the organization

Can be a career-limiting move!

Conclusion Enterprise wikis can dramatically improve collaborative processes TANSTAASB Adapt wiki patterns to your organization Give it time – and keep at it!

Enterprise wikis can dramatically improve collaborative processes

TANSTAASB

Adapt wiki patterns to your organization

Give it time – and keep at it!

Questions?

Enterprise wiki vendors Atlassian Confluence Brainkeeper eTouch SamePage Socialtext Enterprise Wiki Traction TeamPage Twiki

Atlassian Confluence

Brainkeeper

eTouch SamePage

Socialtext Enterprise Wiki

Traction TeamPage

Twiki

Additional resources Everything is Miscellaneous, David Weinberger Wikinomics: How Mass Collaboration Changes Everything, Don Tapscott and Anthony Williams Wikipatterns , Stewart Mader Wikis: Tools for Information Work and Collaboration, Jane Klobas

Everything is Miscellaneous, David Weinberger

Wikinomics: How Mass Collaboration Changes Everything, Don Tapscott and Anthony Williams

Wikipatterns , Stewart Mader

Wikis: Tools for Information Work and Collaboration, Jane Klobas

Additional resources Atlassian blogs: http://blogs.atlassian.com/ Brainkeeper blog: http://www.brainkeeper.com/blog eTouch blog: http://Blogs.etouch.net

Atlassian blogs:

http://blogs.atlassian.com/

Brainkeeper blog:

http://www.brainkeeper.com/blog

eTouch blog:

http://Blogs.etouch.net

Additional resources Socialtext blog: http://www.socialtext.com/blog/ Ross Mayfield’s (Socialtext CEO) blog: http://ross.typepad.com/blog/ Traction blog: Visit their website and look for “BLOG”

Socialtext blog: http://www.socialtext.com/blog/

Ross Mayfield’s (Socialtext CEO) blog: http://ross.typepad.com/blog/

Traction blog:

Visit their website and look for “BLOG”

Additional resources Wikinomics blog: http://www.wikinomics.com/blog/ Wikinomics wiki: http://www.wikinomics.com/wiki

Wikinomics blog: http://www.wikinomics.com/blog/

Wikinomics wiki: http://www.wikinomics.com/wiki

Additional resources Grow Your Wiki, Stewart Mader’s blog: http://www.ikiw.org/ Wikipatterns wiki: http://www.wikipatterns.com Wikimatrix wiki comparison site: http://www.wikimatrix.org

Grow Your Wiki, Stewart Mader’s blog: http://www.ikiw.org/

Wikipatterns wiki: http://www.wikipatterns.com

Wikimatrix wiki comparison site:

http://www.wikimatrix.org

Enabling and Managing Wikis in the Enterprise Jesse Wilkins Access Sciences Corporation [email_address] Education Code: WE1-1344 Please Complete Your Session Evaluation