Using wikis to help transform IBM into a social business
Megan Moyer 110000GJAE firstname.lastname@example.org | | Tags:  social_business wikis
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Wikis and Forum Program Manager
In Mike Rhodin's recent blog article, he writes about what it means to become a Social Business. To expand upon just one aspect of that, I wanted to share with you some information on IBM Lotus and WebSphere Portal product wikis.
These wikis started off containing supplemental information that complemented the product documentation contained in information centers. With the explosion of social networking tools and collaborative technologies, IBM recognized that there are thousands of experts in our community who have insight into using our software, and who are willing to share their expertise. As the wikis gained popularity, IBM began moving the product documentation into the wikis, keeping them editable by anyone in the community with a Lotus registration. The intent was to foster an atmosphere of collaboration with IBMers and customers alike, sharing their expertise to improve the user experience. And with 5 million referrers, around 850,000 page hits per month, and almost 20,000 contributors, we truly believe we've hit the mark!
With a dedicated team of developers working on the wiki template, IBM developed a platform where any subject matter expert can share information easily, and instantly. All articles in the product wikis can be edited. Users can comment on any article, and receive responses from experts in the community, or from IBM. Product documentation is open and editable, and there is always a way to view the original, non-editable version. The wikis keep version history of each article that you can access just by selecting a version at the bottom of articles. You can see who edited which version of an article, and even use a comparison tool to see what changed. We've recently improved the search capabilities to help you find the information you need, and added some new RSS feeds to let you know when changes are made to an article.
IBM continues to work to improve the wiki experience, and has recently upgraded all of the wikis with a new look and feel, and some new functionality. For information on the recent changes, read this blog post on the IBM Collaboration Solutions User Experience Blog.
You don't need to register to read content in the wikis, but I do encourage you to register so that you can contribute and tap into the community of experts. There are many ways you can contribute:
If you're new to wikis, I recommend that you check out the Wiki help, which you can access from the Help link at the top-right of the wiki. And as always, we value your feedback. Use the "Wiki design feedback" link at the bottom of the wikis to tell us what you think of the wiki design.