It’s all about W’s today: Wilson’s Warblers and Wikis.
Wilson’s Warblers come through our Puget Sound area in early spring as the head north and again at the end of Summer as they head south. They’re the most fantastic little birds, wildly energetic and full of song, bright yellow heads with a black cap, dusty yellow bodies with olive/gray on their wings. I always look forward to seeing them because it means Spring is really here–which in some years like this one in Seattle is nothing short of a miracle with its ongoing unseasonably cold weather.
But, they’re only here for a very little while so, I snapped a bunch of picture of one of these little guys in a blossoming tree out front and while I got some great snaps, this one was my fave–he’s almost like a cartoon character mid-jump:
Onto wikis. I gave a case-study presentation last week to an audience in Sydney, AU on the successful launch of a global internal wiki for customer facing tech help agents. As my prez was part of a larger, jam-packed agenda, I didn’t have much time to cover a fairly complex issue, that of how to successfully integrate a wiki into a large, global, unwieldy enterprise environment.
The questions were pretty good–the excitement about integrating wikis into enterprise environments is growing, that’s obvious. But I found it interesting that the focus really fell on how to measure its success…a predictable response from a group that lives and dies by metrics. I don’t fault them, I just find it sort of…well, predictable. I follow this plan: you continue to measure standard issues, such as Handle Time (which in this case showed a decrease of approximately 10% in 4 months), but you make room for adoption and understand Adoption as your number one metric for about 9 months. Because just like the internet, if you don’t have users (traffic), you don’t a wiki.
For now, wikis will resist the standard measurements. But if you care about getting the info out of your agents’ head and out to the customer–that most sought after tacit knowledge–you’ll learn to measure adoption over the usual suspects and then focus on content, quality and customer sat.
Some very interesting trends in wiki use indicate that smaller communities of practices do better with wikis than larger ones. For a global group like the one I was discussing, this presents a problem and it remains to be seen if the problems resolves itself through usage. Another interesting trend is culling the information that is added to the wiki for potential self-help use on the corporate web site–I would dearly love to see this practice flourish, for all of us customers out here who go to the website first for answers–and so often find it lacking in effective KB, especially true with tech or tech-related companies..
Wiki interest is alive and well in Sydney.
First full work week without the use of a car!
Car: 10 miles (2 people/4 tasks–Saturday errands)
Bike: 8.5 miles
Bus: 14 miles
flexcar: I’m just about to take this one out, I’m not using it at all.