Comments on: Support team knowledge : blog and wiki? http://libraryclips.blogsome.com/2008/04/17/support-team-knowledge-blog-and-wiki/ sharing ideas thoughts and feedback Sat, 28 Nov 2009 15:54:29 +0000 http://wordpress.org/?v=1.5.1-alpha by: Johan Jenefeldt http://libraryclips.blogsome.com/2008/04/17/support-team-knowledge-blog-and-wiki/#comment-32653 Wed, 29 Oct 2008 18:56:39 +0000 http://libraryclips.blogsome.com/2008/04/17/support-team-knowledge-blog-and-wiki/#comment-32653 About subscribing to the wiki - Some wikis support subscribing only if major changes has been made to the page. So if a spelling correction is made, you wont be bothered. Stewart should know about this, he's the pro after all. About subscribing to the wiki - Some wikis support subscribing only if major changes has been made to the page. So if a spelling correction is made, you wont be bothered. Stewart should know about this, he’s the pro after all.

]]> by: Johnt http://libraryclips.blogsome.com/2008/04/17/support-team-knowledge-blog-and-wiki/#comment-32475 Tue, 06 May 2008 08:05:13 +0100 http://libraryclips.blogsome.com/2008/04/17/support-team-knowledge-blog-and-wiki/#comment-32475 Thanks for your input Stewart. My plan is to use a blog for tips and experiences, and use the wiki for solutions. If it's a solution of importance, there's no reason why we can't publish a blog post pointing to the solution in the wiki. In the blog post we would have to state, "if you have comments, please leave them on the wikipage and not in this blog posts" Thanks for your input Stewart.

My plan is to use a blog for tips and experiences, and use the wiki for solutions.

If it’s a solution of importance, there’s no reason why we can’t publish a blog post pointing to the solution in the wiki.

In the blog post we would have to state, “if you have comments, please leave them on the wikipage and not in this blog posts”

]]> by: Stewart Mader http://libraryclips.blogsome.com/2008/04/17/support-team-knowledge-blog-and-wiki/#comment-32474 Tue, 06 May 2008 05:32:08 +0100 http://libraryclips.blogsome.com/2008/04/17/support-team-knowledge-blog-and-wiki/#comment-32474 John, This is excellent! One of the best wiki uses in support is to build a central knowledge base so that people aren't keeping the knowledge to themselves - which isn't their fault, really. Until the wiki comes along, they have no good place to post the questions they commonly get asked, and the answers they've developed. Once the wiki is in place, they can add these questions, and list their answers. Then, others can add to those answers, refine them, and make them more comprehensive as they encounter different scenarios, etc. A blog can work hand in hand with the wiki as a means to call out content on the wiki and direct people to it. For example, if one person gets asked a particularly complex new question, they can post their answer on the wiki, then publish a quick blog post letting others know about the new question and asking if anyone else has answers to share. This is a great way to jumpstart contributions to a particular wiki page. Regards, Stewart John,
This is excellent! One of the best wiki uses in support is to build a central knowledge base so that people aren’t keeping the knowledge to themselves - which isn’t their fault, really. Until the wiki comes along, they have no good place to post the questions they commonly get asked, and the answers they’ve developed.

Once the wiki is in place, they can add these questions, and list their answers. Then, others can add to those answers, refine them, and make them more comprehensive as they encounter different scenarios, etc.

A blog can work hand in hand with the wiki as a means to call out content on the wiki and direct people to it. For example, if one person gets asked a particularly complex new question, they can post their answer on the wiki, then publish a quick blog post letting others know about the new question and asking if anyone else has answers to share. This is a great way to jumpstart contributions to a particular wiki page.
Regards,
Stewart

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