Wikis that work: Four IT departments get it right

IT orgs harness wiki power to handle everything from tech training to project management

"The wiki has added tremendously to IT's ability to provide service," says Alek Lotoczko, intranet project manager. "People have a tendency to junk e-mail without reading it. Now, information is getting to people who need to know, and it's cut down on full e-mail inboxes and waiting for e-mail alerts each day."

Separately, NYK uses a wiki to keep multiple peer IT groups in the loop on the status of various projects. "Now there's one place where people can get searchable access to information, whereas before it was filed away in people's [individual] e-mail inboxes," Lotoczko explains. The tagging and structure capabilities of the enterprise wiki tool (in this case, Atlassian's Confluence ) also help the team easily build up an IT knowledge base of bug reports and troubleshooting guides.

Lotoczko's IT group has gone a step further and swapped its project management tool for another Confluence wiki that enables employees to collaborate with outsourced Web site development partners, taking advantage of the tool's permission and security controls to limit access to intellectual property and other company materials to specific subsets of users.

"It's allowing us to do what could have been done via e-mail and face-to-face visits, but it's cheaper and more efficient [with the wiki]," he explains. "With this archive, there's a permanent schedule record that's searchable and that we can learn from, which couldn't have been done before."

Wikis streamline project management

With a wiki, important project milestones, schedule changes or problem resolutions can be easily gathered and accessed from one place rather than becoming lost or overlooked in a crowded e-mail inbox, the consultant Stewart Mader says. In addition, wikis encourage participation from colleagues who may or may not have been included as part of an e-mail chain.

And wikis can be better than discussion forums or software version management systems in compressing communication into more useful, actionable information, says Christian Wagner, author of "The Wiki in Your Company: Lessons for Collaborative Knowledge Management," a report conducted by the Society for Information Management's Advanced Practices Council . "There's less noise and more signal in wiki conversations," says Wagner, who is also a professor at the City University of Hong Kong .

Join the PC World newsletter!

Error: Please check your email address.

Tags it strategywikisIT management

Our Back to Business guide highlights the best products for you to boost your productivity at home, on the road, at the office, or in the classroom.

Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Beth Stackpole

Computerworld
Show Comments

Essentials

Lexar® JumpDrive® S57 USB 3.0 flash drive

Learn more >

Microsoft L5V-00027 Sculpt Ergonomic Keyboard Desktop

Learn more >

Mobile

Lexar® JumpDrive® S45 USB 3.0 flash drive 

Learn more >

Exec

Lexar® Professional 1800x microSDHC™/microSDXC™ UHS-II cards 

Learn more >

HD Pan/Tilt Wi-Fi Camera with Night Vision NC450

Learn more >

Audio-Technica ATH-ANC70 Noise Cancelling Headphones

Learn more >

Lexar® JumpDrive® C20c USB Type-C flash drive 

Learn more >

Budget

Back To Business Guide

Click for more ›

Most Popular Reviews

Latest News Articles

Resources

PCW Evaluation Team

Azadeh Williams

HP OfficeJet Pro 8730

A smarter way to print for busy small business owners, combining speedy printing with scanning and copying, making it easier to produce high quality documents and images at a touch of a button.

Andrew Grant

HP OfficeJet Pro 8730

I've had a multifunction printer in the office going on 10 years now. It was a neat bit of kit back in the day -- print, copy, scan, fax -- when printing over WiFi felt a bit like magic. It’s seen better days though and an upgrade’s well overdue. This HP OfficeJet Pro 8730 looks like it ticks all the same boxes: print, copy, scan, and fax. (Really? Does anyone fax anything any more? I guess it's good to know the facility’s there, just in case.) Printing over WiFi is more-or- less standard these days.

Ed Dawson

HP OfficeJet Pro 8730

As a freelance writer who is always on the go, I like my technology to be both efficient and effective so I can do my job well. The HP OfficeJet Pro 8730 Inkjet Printer ticks all the boxes in terms of form factor, performance and user interface.

Michael Hargreaves

Windows 10 for Business / Dell XPS 13

I’d happily recommend this touchscreen laptop and Windows 10 as a great way to get serious work done at a desk or on the road.

Aysha Strobbe

Windows 10 / HP Spectre x360

Ultimately, I think the Windows 10 environment is excellent for me as it caters for so many different uses. The inclusion of the Xbox app is also great for when you need some downtime too!

Mark Escubio

Windows 10 / Lenovo Yoga 910

For me, the Xbox Play Anywhere is a great new feature as it allows you to play your current Xbox games with higher resolutions and better graphics without forking out extra cash for another copy. Although available titles are still scarce, but I’m sure it will grow in time.

Featured Content

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?