The wiki allows experts in various areas – client knowledge, specific business processes, transactional details, etc. – to share their knowledge for an overall business benefit. Access to a shared internal knowledge base increases your team’s collective knowledge. It also reduces time spent searching for information, streamlines onboarding and training processes, and ensures preservation of institutional knowledge by continuously capturing team members’ knowledge.
Setting up an internal wiki for your business can be relatively easy if you use the right tool. Traditional wikis have had numerous limitations. They may have been either overly complex, unintuitive, or required too much time spent searching by the user. Fortunately, today’s businesses have better options.
With a user-friendly internal wiki tool, you can build a company wiki that’s easy to search, edit, and navigate with a sensible content hierarchy. Your internal wiki should allow linking between your pages, integrate with your other knowledge management tools, and provide permissions and access rights management.
Here are some simple steps to follow to implement your ideal internal wiki:
You want a tool that offers all of the features mentioned above. In most cases, you are also looking for software that is either very easy to install or configure or skips these steps and works right from your browser. Integration with your company’s other tools are key to keeping your internal wiki up to date and providing value to your team. Learn more about choosing a knowledge management software.
With software that supports integration, you can easily import your company’s existing content into your new internal wiki. The right tool also makes creating and editing new content an easy-to-understand, user-friendly process.
Adding internal links to related, similar, or complementary content on internal wiki pages can make it more efficient for team members to find what they need. Adding internal links to additional content on the wiki allows your users to enhance their understanding about a specific topic or process.
You will need to configure your internal wiki’s permissions and access rights based on what content should be shared with everyone in your company versus what should be private or only available to certain teams. Permissions can be set to determine who is allowed to edit your content, as well as which employees should access your account settings and billing information.
A well-designed wiki welcome page can explain its intended benefits for employees and provide guidance on how to use it. It can also answer questions about searches, editing permissions, and key contacts. To make sure your company derives the most benefit from an internal wiki, encourage team members to regularly contribute, calling attention to their areas of expertise and offering incentives for adding and editing content, when appropriate.
Company wikis are generally very easy to set up and populate initially, which can make them a great solution for getting started in knowledge management. Anyone familiar with Wikipedia can understand how they work, and many solutions are offered as part of other software packages (ex: Confluence is part of Atlassian’s larger software packages, including Jira and Trello). Here are some other benefits of internal wikis:
Internal wikis usually have simple content management systems (CMS) that allow anyone to create and format long form or short form knowledge. The functionality usually includes the ability to create outlines or bullets, hyperlinks, different heading levels, colors, as well image embed functionality.
While you may want to wall off certain sections, wikis are designed to be edited by anyone. Allowing everyone at the company to add what they know makes it easy for subject matter experts to add their know-how to a system that can be accessed by all.
Traditional wikis quickly become outdated and difficult to manage as your team grows and your knowledge scales, which leads to declining usage within your company. While real-time collaboration is generally easy with corporate wikis, there are some major drawbacks to using them as long term knowledge management and content management solutions.
It’s not always easy to see when each piece of knowledge in a company wiki was last updated. You may need to implement a separate, consistent cycle to review ownership and information in order to ensure your teams are using the most up-to-date information.
While the actual information added to a wiki is totally up to you and your company, the internal architecture of a wiki is generally top-down, with overarching topics leading to more granular pages. While it makes initial setup easy, it can make maintenance more difficult over time, as it’s not always obvious what pieces of company information relate to each other. That lack of visibility often means that some pieces of knowledge being updated while others are left to go stale, leading to internal conflicts. This can especially impact new employees who don’t have the institutional knowledge needed to navigate knowledge conflicts.
Many company wiki tools offer integrations into team communications software like Slack or Microsoft Teams, but the extent of those integrations varies widely from tool to tool. Some may allow you to search for and preview a piece of knowledge, but force you to go to the portal to see the rest of the information. Others allow you to initially capture information from conversations, but require you to log into the portal again to edit or organize it.
In general, wiki tools tend to require users to spend significant amounts of time in the portal itself to effectively use them as solutions.