Wiki

Definition

A wiki is a collaborative web platform that allows users to create, edit, and manage content collectively. This tool is often used for knowledge sharing and documentation, making it easier for teams or communities to access and update information in real time, promoting self-service options in knowledge management.

5 Must Know Facts For Your Next Test

1. Wikis encourage user participation by allowing anyone with access to contribute and edit content, fostering a sense of community and collaboration.
2. They can serve as dynamic knowledge bases, where information can be continuously updated to reflect the latest insights or changes in understanding.
3. Wikis often employ version control systems, which keep track of changes made over time, allowing users to revert to previous versions if necessary.
4. Popular examples of wikis include Wikipedia, which has grown to become one of the largest sources of user-generated knowledge on the internet.
5. Wikis are particularly useful in organizations for creating internal documentation or project management resources due to their ease of use and collaborative nature.

Review Questions

• How do wikis enhance collaboration and knowledge sharing among users?
  • Wikis enhance collaboration by allowing multiple users to create, edit, and update content in real time. This collective approach fosters an environment where knowledge can be shared freely among participants. With everyone contributing their expertise, wikis can become rich sources of information that reflect diverse perspectives and insights.
• What advantages do wikis offer over traditional content management systems for knowledge management?
  • Wikis offer several advantages over traditional content management systems. They promote ease of use and quick updates since anyone can contribute without needing extensive training. Unlike structured CMS platforms that may require approval processes for content changes, wikis allow for immediate updates, making them more agile in capturing the evolving nature of information. This flexibility encourages continuous improvement and rapid dissemination of knowledge.
• Evaluate the impact of wikis on self-service options in customer experience management.
  • Wikis significantly enhance self-service options by providing customers with easy access to a wealth of information curated by users. This empowers customers to find answers independently without needing direct support from service agents. The collaborative nature of wikis also means that frequently asked questions and common issues can be addressed swiftly by the community, improving the overall efficiency and effectiveness of customer experience management strategies.

Related terms

Knowledge Base: A centralized repository for information that allows users to find answers to common questions or problems, often used in customer support.

Content Management System (CMS): A software application that enables users to create, edit, and manage digital content, often providing more structured and controlled content workflows compared to wikis.

Crowdsourcing: The practice of obtaining input or ideas from a large group of people, often through online platforms, which can enhance the quality and diversity of content created on a wiki.