If you want to know how useful a wiki is? Checkout the wikipedia, and you will find it very USEFUL!! Two is better than one, thats how it works on wikis. Wiki allow every participants to edit the content in it, just like a virtual paper.
Continue with my case organisation: the Coca-Cola Company
As I mentioned in my previous blog (Coke Micro Blogging Strategy), it has over 139,000 employees and millions of fans all over the world.
With such a large amount of participants, wikis gets very useful to improve the collaboration between employees. Wikis works well on event management, sharing information, and project management. However, it also works on customer relationship management.
Start with a simple example, StaffX used to have a meeting with ClientA, after that he notes down everything such as status, company, client info on the wikis. While there is another guy StaffB are going to have another meeting with ClientA, StaffB can refer to the wikis and gets to know the info about ClientA. The amazing part is that wikis is a repeating process, that gather more and more information. Flexible, Convenient, Easy!
Come Up with an Idea and starting up a wikis is pretty simple. However, maintaining is challenging. While an Enterprise are implementing wikis on their business use there are few things that the manager has to consider.
Corey Stout’s Blog mentioned that these are the factors to consider before launching wikis:
- Lay the foundation
- Change mindsets
- Think long-term
Before launching a wikis, wikis should be start with an internal team to build the “wiki culture” onto business use. Populating it to the organisation so that the wiki can be use wisely and frequently in the future. Besides that, employees should be train and teach on how to use the wikis, make sure everyone know how to use it and what is the purpose for using it. As wikis is a place for gathering information from various participant, it could be slow to have detail information in it. Thus, they should ensure the wikis are self-sustaining, and keep wikis works and benefits every participants.
Comparing to those complicate “official” CRM tools, do you think wikis is better?