Showing posts with label wiki. Show all posts
Showing posts with label wiki. Show all posts

Monday, January 31, 2011

Webinar: Collaborate Your Way to More Effective Customer Support



Join Scott Abel, The Content Wrangler, and myself, THIS FRIDAY (February 4th) for a lively discussion about the changing face of customer support on the web. You’ll learn how innovative organizations are leveraging the power of collaborative authoring, user-generated content, social currency, feedback and ratings to improve customer service and support.

You’ll discover the importance of collaborating with your customers to produce experiences that meet — even exceed — customer expectations. And, you’ll find out how collaborative support communities can help organizations create loyal customers, improve productivity, increase sales, and reduce expenses.

Hosts MindTouch will be is giving away a FREE COPY of my book of “Wiki: Grow Your Own For Fun and Profit” to the first 50 attendees to the live event.

Register Here. Today!

Sunday, November 21, 2010

New WIKI book now available


My latest book "WIKI: Grow Your Own for Fun & Profit" was officially launched at the 2010 XML Conference in Philadelphia on October 13th.

It is now available to order on-line either through the publisher's website, or via Amazon, or Barnes & Noble.com.- eBook Kindle version is also available for just $9.99


WIKI: Grow Your Own for Fun and Profit introduces the concept of wikis, and show why they are becoming the must-have communications and collaboration technology for businesses of any size.

The book will also include several case studies highlighting the ways that various companies are using wikis to solve differing business and communications issues, and the resulting benefits in terms of both efficiency and customer satisfaction.

Looking for a way to increase team collaboration, manage your company’s knowledge? Do you need a way to manage projects with customers or suppliers outside your company firewall? Would you like your customers to provide feedback on the information you publish? Then a wiki might be just what you are looking for.

Perhaps you have already decided that you should use a wiki, but are not sure how to go about it. Maybe you have a wiki but would like to encourage more people to use it. Or you would just like to learn more about the practical applications for this fast growing technology.

Then this is the book for you.

Monday, September 20, 2010

New Book now available for Pre-Order

My latest book "WIKI: Grow Your Own for Fun & Profit" is written, edited, proofed, designed and off at the printers.

It will officially be launched at the 2010 XML Conference in Philadelphia on October 13th. But you can NOW PRE-ORDER your copy at a discount from Barnes & Noble.com.


WIKI: Grow Your Own for Fun and Profit introduces the concept of wikis, and shows why they are becoming the must-have communications and collaboration technology for businesses of any size.

The book will also include several case studies highlighting the ways that various companies are using wikis to solve differing business and communications issues, and the resulting benefits in terms of both efficiency and customer satisfaction.

Looking for a way to increase team collaboration, manage your company’s knowledge? Do you need a way to manage projects with customers or suppliers outside your company firewall? Would you like your customers to provide feedback on the information you publish? Then a wiki might be just what you are looking for.

Perhaps you have already decided that you should use a wiki, but are not sure how to go about it. Maybe you have a wiki but would like to encourage more people to use it. Or you would just like to learn more about the practical applications for this fast growing technology.

Then this is the book for you.

An early reader review has already described the book as "Indispensable for people who want to get a wiki going."

There is also a dedicated FaceBook page for the book where you can sign on to get all the latest news and happenings, as well as discuss the ideas and techniques covered.

Friday, February 12, 2010

10 Questions You Must Ask Before Implementing a Wiki #10

Ask yourself and your team the following questions before you start to implement a wiki, and be truthful with the answers.

Think about the issue you are trying to solve, and then see how a wiki might be applied, but remember don’t just focus on the positive, think about the potential down sides too.

10. What sort of controls will I need, if any?
It can be argued that the first rule of wikis is that there isn’t any rules. It is true that wikis function best when they are driven by the community that uses them, but you need to think about a few basics of control before you start. Do you need logins, if so who will authorize those. Will you have some sort of initial structure? What about giving users a ‘sandbox’ area to learn the wiki in? Who can see, read and edit what pages? Who will monitor recent changes and do any necessary roll backs? What’s the philosophy for rolling back content, incorporating comments? You will find that these answers change and evolve along with the wiki, but it is good practice to at least set a baseline.


Thursday, February 11, 2010

10 Questions You Must Ask Before Implementing a Wiki #9

Ask yourself and your team the following questions before you start to implement a wiki, and be truthful with the answers.

Think about the issue you are trying to solve, and then see how a wiki might be applied, but remember don’t just focus on the positive, think about the potential down sides too.

9. Which type of wiki should I use?
There are many different types of wiki in the marketplace, don’t just decide to use one type because it’s the only one you’ve heard of, go and do some research. Talk to people who have used wikis for similar implementations that you have in mind, find out what they used, and why. Find out what they rejected and why. Develop a short list of at least three wikis to prototype and test.


Wednesday, February 10, 2010

10 Questions You Must Ask Before Implementing a Wiki #8

Ask yourself and your team the following questions before you start to implement a wiki, and be truthful with the answers.

Think about the issue you are trying to solve, and then see how a wiki might be applied, but remember don’t just focus on the positive, think about the potential down sides too.

8. Where will the wiki be hosted?

The location and hosting of a wiki can be a contentious issue and it is one that needs addressing early. In large organizations the IT group may want to host it (or they may actively be against the idea), in certain circumstances it may be better hosted at a departmental or project team level (and trends seem to indicate that these sort of bottom-up wiki implementations are usually the most successful ones), or even by a third party wiki hosting company outside the firewall.


Tuesday, February 9, 2010

10 Questions You Must Ask Before Implementing a Wiki #7

Ask yourself and your team the following questions before you start to implement a wiki, and be truthful with the answers.

Think about the issue you are trying to solve, and then see how a wiki might be applied, but remember don’t just focus on the positive, think about the potential down sides too.

7. Who will own the wiki?

Every wiki needs a wiki maven to maintain it, but it also needs someone with a sense of ownership. Be aware of inherent ‘not my idea’ resistance in championing a wiki implementation, and be prepared that even though it may have been your idea, you may have to give up ownership in order to ensure implementation


Monday, February 8, 2010

10 Questions You Must Ask Before Implementing a Wiki #6

Ask yourself and your team the following questions before you start to implement a wiki, and be truthful with the answers.

Think about the issue you are trying to solve, and then see how a wiki might be applied, but remember don’t just focus on the positive, think about the potential down sides too.

6. Who will use the wiki in the future?
Of course one of the great things about wikis, and the central theme of this book, is that they foster growth and further collaboration. There are numerous examples of cross pollination of wikis inside organizations as one team sees the benefits that another gain from using a wiki. Before you start even the first wiki, spend some time thinking about areas of potential growth and possible future cross functional collaboration. Make sure you make plans for scalable growth and allow easy access for anyone who may need to contribute, or observe, not just on the initial projects, but on potential future ones as well.


Sunday, February 7, 2010

Friday, February 5, 2010

10 Questions You Must Ask Before Implementing a Wiki #5

Ask yourself and your team the following questions before you start to implement a wiki, and be truthful with the answers.

Think about the issue you are trying to solve, and then see how a wiki might be applied, but remember don’t just focus on the positive, think about the potential down sides too.

5. Who will use the wiki initially?
While you may be implementing a wiki to meet one particular business need, think about every area of the company, or community, that could benefit or contribute to solving that problem. Try to move beyond functional boundaries and think about the skill sets and the knowledge base of all who would benefit. In some cases this may even be people located outside the organization.


Thursday, February 4, 2010

10 Questions You Must Ask Before Implementing a Wiki #4

Ask yourself and your team the following questions before you start to implement a wiki, and be truthful with the answers.

Think about the issue you are trying to solve, and then see how a wiki might be applied, but remember don’t just focus on the positive, think about the potential down sides too.

4. Where is the content going to come from?
Meaningful content is the key to any successful wiki, but you need to think about where it is going to come from. While you will most likely be looking for the community to contribute, you will most likely want to seed the wiki. Where is this initial content going to come from, will you need to invest time in creating new content, or will you import existing legacy content from other systems, such as technical documentation, training, policies and procedures or marketing materials?


Wednesday, February 3, 2010

10 Questions You Must Ask Before Implementing a Wiki #3

Ask yourself and your team the following questions before you start to implement a wiki, and be truthful with the answers.

Think about the issue you are trying to solve, and then see how a wiki might be applied, but remember don’t just focus on the positive, think about the potential down sides too.

3. What’s the expected return on investment?

One of the first questions asked for any new system is usually a financial return on investment (ROI). With wikis the software could be as low as zero and as high as several thousand dollars for an enterprise solution. The highest cost will be a resource one, so think about your answers to the previous question. The ROI may not be one directly attributable to the wiki itself, but may come from a change in collaboration methodologies and operational
improvements.


Getting over the barriers to wiki adoption

My latest article on wikis is now up at the Conde Nast Digital ars technica website.

Here's a taster...



As I continue to research and write my upcoming book on wikis, I keep hearing one word over and over again. That word is "BUT" (complete with all-caps), as in, "I would like to use a wiki, BUT…" or "We tried using a wiki, BUT…"

What follows is usually an excuse for why the speaker feels that a wiki isn't a worthwhile tool for collaboration in his or her environment. I use the word "excuse" deliberately, because rarely does anyone articulate an actual business reason, such as a lack of need. When I ask deeper questions, I invariably find that the objection isn't to the wiki technology itself, but instead to the concept of collaborative authoring and a perceived loss of control over the content.

The true business benefits of collaborative knowledge sharing, such as improved productivity, greater efficiencies, removing cross-functional boundaries, enabling customer feedback etc., are often lost to a perceived, and understandable, fear. In the modern workplace, we have traditionally been defined, both in terms of success and hierarchy, based on what we know.

The old saying that knowledge is power has been a true axiom for a very long time, but the first few years of the new century have changed that. Internet culture, especially the social networking phenomenon of the last few years, has made knowledge-sharing the accepted norm outside of the work environment. Today, anyone who has access to an Internet connection has immediate access to a wealth of knowledge at their fingertips, to an extent literally unparalleled at any other time in human history. We expect to be able to use that information, and we expect to be able to contribute to it.

Yet there remains a reluctance to transfer this social behavior into the work environment. The knowledge base is clearly moving away from a select number of individuals towards the community; and companies that embrace the idea of community are becoming the biggest success story of recent years.



You can read the full article HERE.

Tuesday, February 2, 2010

10 Questions You Must Ask Before Implementing a Wiki #2

Ask yourself and your team the following questions before you start to implement a wiki, and be truthful with the answers.

Think about the issue you are trying to solve, and then see how a wiki might be applied, but remember don’t just focus on the positive, think about the potential down sides too.

2. How will you measure its success?

The business issue will impact how you measure success, these could be along the lines of percentage of community contributing, number of people registered, number of new articles or comments. Or it could be asking did the wiki reduce the time taken for a particular process; or even analyzing its impact on other systems, such as the reduction in email traffic, or a reduction in number of meetings


Monday, February 1, 2010

10 Questions You Must Ask Before Implementing a Wiki #1

Ask yourself and your team the following questions before you start to implement a wiki, and be truthful with the answers.

Think about the issue you are trying to solve, and then see how a wiki might be applied, but remember don’t just focus on the positive, think about the potential down sides too.

  1. What business issue is the wiki being used to resolve?
For any technology implementation to succeed, there needs to be a problem that it is trying to solve, or an operational efficiency to be gained. Think about why you are considering a wiki, do you have examples of wikis being used to address similar issues? Did they work? If so, why?


Saturday, January 30, 2010

This Week in Wikis - Week 4

Another quite week on the wiki front, but here's a short list of some articles that caught my attention over the last few days.

- Wiki Web Help - "an AJAX-based wiki designed to operate like a CHM viewer"
- EBU's Wiki helps Haiti radio stations
- Wiki vs Professional debate in travcl guide industry.

As always the full list of all Wiki Week links can be found at http://delicious.com/wikiweek/

Sunday, January 24, 2010

This Week in Wikis - Week 3

A shorter list this week, but here is a quick summary of interesting wiki related articles etc. that I came across over the last seven days.

- Atlassian Snags 2009 Elearning! "Best Social Learning Tool" Award.
- MyWiki app of the iPhone
- Appropedia - the 'green" wiki
- Antifeatures Wiki Catalogues Tech Annoyances You Hate

as always a full archive of all Wiki Week links can be found online at http://delicious.com/wikiweek

Saturday, January 9, 2010

This Week in Wikis - Week 1

Welcome to a new feature on THE CONTENT POOL, "This Week in Wikis." - As I continue to work on my upcoming book "WIKI: Grow Your Own For Fun and Profit" I am reading and bookmarking numerous articles and online mentions of wikis, wiki tools and examples of wiki usage.

So I thought it might be useful each week to share a selection of wiki related articles I came across over the previous seven days.

Here's this week's selection:
- Wired's "How-To" Wiki
- CarbonCopyPRO Introduces New "Wiki" Marketing Platform,
- MobileRead Wiki on eBook technology
- Wiki on research for librarians
- Improved wiki usage in 2010
- How Non-Profits Are Using Wikis
- Wikipedia:Manual of Style

All the "This Week In Wikis" links will be archived, and available, at http://delicious.com/wikiweek

Monday, November 23, 2009

Confessions of a Mark Up Junkie!

Hello my name is Alan, and I love tagging things.

It has been 15 minutes since I last tagged some text.

There I’ve said it.

A few days ago I came to the realization that I’m a tagging and mark-up junkie. I do it almost everyday, and I do it without thinking about it. I also never thought about the effect my tagging habit had on others, until a few days age when my wife complained about it.

I’ve been tagging for over twenty years now, SGML, XML, HTML, CGM and a multiple variety of typesetting tags and industry specific ones - I’ve used them all. For me tagging is as natural as using the Ctl+ keys to shortcut a menu.

I even used to have a t-shirt that proudly proclaimed:

WILL TAG FOR BEER

But it's time I stopped assuming that others want to join me in this behavior.

What bought me to this realization?

In preparation for our upcoming house move, we decided to sell some of our books on eBay and my wife offered to help set up the listings. I walked her through the steps to sell an item online and all went well until it came to the part where you need to add an item description of the article.

Without thinking I just started applying 'p' tags a 'b' tags and even a few 'a href=' tags . She stopped and looked at me as is to say "What is all this nonsense?"

The feeling that I was perhaps doing something that may not be understood (or needed) by a large percentage of the population was further compounded by various comments and feedback on my article about "Wikis in the workplace" that was published on Ars Technica last week,

Several of the comments made the point that the biggest obstacle to wiki adoption was the perceived notion that you had to learn mark-up to write in a wiki. Whether this is true or not (and it isn't), the idea is out there.

One comment in particular caught me eye.:

I don't know anyone under 40 who will use a wiki at work. The mark-up language is a deal breaker.


While the comment may have been a little facetious, I take the point. I've written before about how we need to observe the way the next generation accesses information. Those comments made me realize that we should do the same for the way that information is created.

In the article I wrote:

Technology geeks need to realize that many of the ideas, features and functions that get us excited and turn us into early adopters of new technology can intimidate the average user to the point where they will be scared off and not use a solution no matter how beneficial it may be.


Everyone is now used to the simplicity and intuitive look and feel of a simple word processor, be it MS-Word or Google Docs, and many other content creation tools, including most wikis, have also adopted the same approach. This is something we need to remember when we become enthused about a new technology or process.

I guess what I'm saying is that having a tagging habit is fine, (and in some circumstances it is a very valuable skill), but it should be exercised when it's needed. When dealing with your audience, customers and general users don't jump in to showing them how clever you are; think about what will make their lives and project easier.

Don't let the technology and techno-babble get in the way.

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As an aside - this is the first post on The Content Pool blog not hand coded with HTML tags but written using the in build rich text editor.

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