Corporate Wikis: Implementation Strategy

What is a Wiki

A wiki is a Web site that lets visitors easily add, remove and change the content. The best known example of Wiki is Wikipedia.

I found this useful video on Youtube, which explain the following:

  • What a Wiki is
  • Why a Wiki can be a powerful teaching and learning tool
  • Some Best Practices for utilising a Wiki
  • Where to get started with your own Wiki

Wikis are now making their way into corporations where they are used as collaborative software to handle such tasks as project management, tech support, research and development, event planning and customer relationship management (businessweek.com, 2007).

BAS

Wiki solutions are being utilized more and more internally in organizations as a way to promote collaboration and information sharing. In this blog post I will present a strategy to implement a Wiki specifically designed to serve the stakeholders as a knowledge bases and frequently asked questions (FAQs).

Current Situation

Many of the medium-to-low level employees in BAS Est. are facing repetitive issues frequently. Some of these issues include;

  • Proper Chain of Command Formal Communication
  • Problem Solving
  • File Archiving and Retrieving

The collaborative nature of wikis makes it the perfect tool to distribute information to a large group of readers by offering an up-to-date employee handbook, dispensing information about common questions and making general office announcements (Nations, 2011).

Wiki Evaluation

The Wiki must be searchable and can also provides search option to the attached documentation.  The Wiki must be easy to maintain and modify. The Wiki must also have built in metrics collection that at least tracks the number of pages, number of users, and number of page views for the system.  Finally, price is necessary for evaluating the Wiki tools.

This post will provide 2 examples of Wikis:

  1. Screwturn Wiki – free and open source software that can be used for group collaboration, and as a personal wiki.
  2. Social Text –  a secure, group-editable website. Instead of sending emails and attachments, users can use private web pages to work together from a different location.

Implementation Strategy

Before we implement a Wiki we needs to have a structured plan for evaluation, implementation and maintenance. Enterprise 2.0 Framework will be used as a reference to successfully implement Wiki in BAS Est. local network.

Implementation Plan:

  • Work Breakdown Structure (WBS): is a good practice that can bu used to implement the Wiki over a long period of time (for example 2 year).
  • Team Formatting: is an important step to support this project throughout the implementation process.  The team must be a special interest group and have the time to meet regularly.
  • Project Champions: Low-to-Medium size staff must be identified and supported in order to support this initiative.
  • Pilot Program: will provide a period of time to evaluate the selected Wiki software solution to ensure it meets the needs of the stakeholder of BAS.
  • System Maintenance:  The system has to performs optimally and has minimal to no down time.  This includes developing and executing a data backup plan.  Individuals from the special interest group will maintain the system and answer user questions. In general the Wiki needs to be easy to use with minimal to no training required.
  • Monthly Metrics  Collection: Metrics should has at least the number of users of the system; the number of pages created; the number of page views; the most frequented content and total data storage size.
  •  Monthly Meeting Review:  Meeting will be to discuss any issues, current best practices, and lessons learned.  The metrics will also be reviewed to discuss current statistics.
  • Annual Review: This will be an opportunity to discuss the continuation of the group and the Wiki itself.
  • Identify and leverage success stories: a good story of a successful implementation of a corporate internal Wiki is the story of Intelpedia!
  • Identify Key Risks and Internal Barriers: In this blog post I have identify 3 major risks, their possible scenarios and how to avoid them.
  • Proposed Wiki: This is the finsal stage where a Wiki that meet the above requirement can be chosen. The nominated Wiki has to provide a friendly user interface, with a robust content editor to allow Wiki user/builder to easily add information to the site.
  • Employee Recognition / Reward: The implementation of a Wiki should consider how recognition of individuals who contribute will be handled.

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References:

Business Week. (2007). Corporate Wikis: CEO Guide To Technology. Retrieved September 26, 2011

Nations, D. (2001). Wiki in the Workplace. Retrieved September 26, 2011

The story of Intelpedia: A model corporate wiki. Retrieved September 27, 2011

Greenier, T. (2007). Wiki Implementation Strategy. University Of Pittsburgh Joseph. Retrieved September 27, 2011. 

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Micro-blogging strategies for BAS ALJUBAIL Est.

1.0 Company Background

BAS is a municipal waste (liquid and solid) transporter that is based in Saudi Arabia. Founded in 1991. The company mainly focus on long run contracts/projects with large organisation such; SABIC and Saudi ARAMCO. The company has branches in different geographical areas of the Kingdom of Saudi Arabia.

Click on the map to see it in Google Map

BAS ALJUBAIL EST. Branches in Saudi Arabia

2.0 Suggested Blogging Strategies

As a group of 5, we come up with 5 different Blogging Strategies and in this post I will discuss:

2.1 Current Situation: 

Knowledge Collaboration and Expertise Sharing within and/or outside the company.

2.3 Suitable Web 2.0 Solutions:

  • Micro-blogging:  is a term described by Wikipedia as “a form of blogging that allows users to write brief text updates (usually less than 200 characters) and publish them, either to be viewed by anyone or by a restricted group which can be chosen by the user”.
  • Micro-blogging could be very important to BAS Est. Knowledge Collaboration and Expertise Sharing. Many of us have witnessed the phenomenal growth of micro-blogging application, most notably Twitter. In addition, numerous social networks including Facebook and Bebo which are similar status update services.

2.4 Implementation tactics strategy 

Every business plan, campaign, or project comes down to Tactics and Strategies. Therefore, implementing a successful social media strategic plan has 5 critical components:

Step (1) – High Level Strategy
To begin, first we need to develop several high-level strategies. According to SAFKO “after some research, discussion, and introspection, we determine our top three, high level social media strategies”. These 3 strategies are:

• Increase Awareness (develop brand)
• Build Community (engage prospects), and
• Generate Publicity (free-ink)

Step (2) –  Mid Level Strategy
This blog post will discuss “Building Community” and looking at each of the possible social media strategies that will best accomplish the selected goal. According to SAFKO that this step is the hardest, as most resource intensive strategy in the list!

Building external or internal Community require the following list:

  • Make the Strategic Level employee to get involve in the community
  • Double Your Email List
  • Inviate People to the community
  • Generate Link Love, Google Juice
  • Increase Facebook Fans

Step (3) –  Low-Level Strategy
The third in developing a successful social media strategy is to choose one of the mid level strategies. In this post “Increase Your Facebook Fans” will be discussed. To fully develop the third step, the Five “W’s”; Who, What, Where, When, Why, and How will be used:

The Five "W's" Chalkboard

• Who’s going to do it?
• What’s going to be done?
• Where are we going to do it?
• When are we going to do it?
• Why are we doing it?  And,
• How are we going to do it?

Step (4) –  Tactics

If we know that we want to Increase Our Facebook Fans, by driving traffic to our blog, what are the ways to do that? Let’s take a look at a few of the actual tactics we can apply to Increase Our Facebook Fans:

  • Google Juice
    • You can also climb to the top of the search engines by simply having a lot of content.  The more content you have which contain the same or similar keywords, the more likely you will come up on page one of a google search for those words (Smith, 2010).
  • Use Facebook App
  • Suggest to Friends
  • Get Fans to Tag photos
  • Load videos and Embedded on your Facebook Page
  • Place Facebook Ads
  • Relevant case examples

Some related Companies who are using Web 2.0 for the purpose of Collaboration and Expertise Sharing:

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References 

Henry, A. (2007). 10 Micro-Blogging Tools Compared. Read Write Web

Safko, L. (2010). Tactics, Tools & Strategies
 – Five Steps to Implementation. FC

Smith, M. (2010). 21 Creative Ways To Increase Your Facebook Fanbase.Social Media Examiner

Implementing Enterprise 2.0: Key benefits and risks

Note: click on the diagram to enlarge it (diagram 1.0 reference)

Diagram 1.0: Enterprise 2.0 Implementation Framework

If you take a look at the Framework above, you would realise that understanding the potential benefits and risks of Enterprise 2.0 that are related to organisation is important to be able to engage in this framework cycle. These benefits and risks vary from one company to another. Therefore, analysis must take place to come up with the greatest potential benefits, and avoid potentially risks and concerns.

Key potential benefits of implementing Enterprise 2.0

The following table (Figure 1.0) will highlight the potential benefits of implementing Enterprise 2.0 in relevant organisation: (Figure 1.0 Reference)

Figure 1.0: Key Potential Benefits of Implementing Enterprise 2

Key risks and concerns in implementing Enterprise 2.0

The following table (Figure 2.0) will highlight the perceived risks when implementing Enterprise 2.0. These risks must be fully understood and addressed in order for organisations to feel confident when adopting Enterprise 2.0 approaches. (Figure 2.0 Reference)

Figure 2.0: Key risks of implementing Enterprise 2.0

Examples of real Enterprise 2.0 benefits:

1- Towers Watson is a leading global professional services company that helps organizations improve performance. They find out that companies with highly effective employee communication had 47% higher total returns to shareholders compared with firms that are the least effective communicators. This of course can be accomplished by implementing Web 2.0 tools

2- TVNZ have reduced email overload by the aid of Web 2.0 social tools. Prior to the use of the SnapComms Internal Communications channels, an average of 25 ‘mass email updates’ were being sent separately to staff each week. The interruption caused by these messages arriving separately was impacting productivity and causing email overload.

In conclusion

I personally believe that adopting Enterprise 2.0 in most organisation has more pros than cons, especially if Enterprise 2.0 Implementation Framework has been used. In addition, most risks are perceived ones and can be avoided if strong security policy has been maintained.

Recommended Readings:

1. 21 Enterprise 2.0 Success Stories

2. Changing Organization Behavior at XM Radio through Enterprise 2.0 and QuickBase

3 . Serena has Adopted Facebook as their Intranet

4. A Collection of 50+ Enterprise 2.0 Case Studies and Examples

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References:

1- Dawson R. (2009). Implementing Enterprise 2.0. Enterprise 2.0 Implementation Framework. Retrieved 21 August, 2011

2- Dawson R. (2009). Implementing Enterprise 2.0. Chapter 4: Key benefits and risks. Retrieved 21 August, 2011

3- 2009/2010 Communication ROI Study Report: Capitalizing on Effective Communication [TowersWatson]

4- Internal Communications in a Downturn at TVNZ [New Zealand Broadcasting company]