Creating Engagement With Wikis


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This is a presentation that I will be giving at the Oct. 22-24, 2009 Interntaional Association of Business Communicators Southern Region Conference in Houston. Please check my blog or twitter feed for additional comments on engagement and community.

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Creating Engagement With Wikis

  1. 1. Creating Engagement with Wikis Presented by Dr. Kay L. Colley Assistant Professor Texas Wesleyan University See this presentation at October 22-24, 2009
  2. 2. Models of Public Relations* •Press agentry model •Public information model •Two-way asymmetrical model •Two-way symmetrical model *Based on Grunig and Hunt, 1984
  3. 3. Frame of reference The Communication Model Sender Receiver Frame of reference Feedback Message Channel Feedback
  4. 4. Where do wikis fit? •Two-way symmetrical communication model •Channel or tool in that model
  5. 5. What is a wiki? •From the Hawaiian word for quick •A website that allows anyone to edit it •Probably best know is Wikipedia •Presentation is at
  6. 6. Wikis and social media •Wikis are part of social media •Social media include: •Web logs or Blogs •Internet forums •Media sharing sites •RSS feeds •Podcasts •Social networking sites •Wikis
  7. 7. Traits of social media •User-driven •Organic content or “mashed” •Community-oriented •Easy to use
  8. 8. Advantages of social media •“Stickier” than traditional media •Viral in nature •Interactive •High visibility on the Internet
  9. 9. Traditional uses of wikis •Project management •Tech support •Research and development •Event planning •Customer relationship management
  10. 10. Some examples Motorola ki Intel T-Mobile
  11. 11. Other wiki examples Ford Better Homes and Gardens wiki Intuit
  12. 12. Some of my wikis • • • •
  13. 13. Using Wikis •Part of your overall strategy •Superior tools for •Participation •Engagement •Connecting •Creating Community
  14. 14. The Rules of Engagement •First determine where your stakeholders fit in Forrester Research’s engagement segments •Are your stakeholders: •Creators (13% of online users) •Critics (19% of online users) •Collectors (15% of online users) •Joiners (19% of online users) •Spectators (33% of online users) •Inactives (52% of online users)
  15. 15. The Rules of Engagement •Trust the community •Join the networks •Frequent stakeholder cyber hangouts •Listen and learn •Create quality content •Watch your voice •Be authentic •Give it virality •Monitor and manage your reputation online •Become radically transparent
  16. 16. When to use wikis •To get uncensored customer feedback •To provide customer service and experience of value to all •To work with people to create something •To create and sustain knowledge or expertise
  17. 17. How do I know what to use? Software comparisons • • Try some out!
  18. 18. How to avoid wiki pitfalls •Using the control measures to lock pages •Managing access to your site •Making wikis user-friendly with instructions •Understanding versioning on wikis •Creating a code of ethics or conduct
  19. 19. Food for thought Wikis can help you navigate other social media: • • • • •
  20. 20. Questions How to reach me with questions, comments and complaints: E-mail— Twitter—@kaycolley or Blog— Wiki for this presentation: