It's a Wiki Wiki World

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It's a Wiki Wiki WorldMary Carmen Chimato MLS, MSIS aa North Carolina State University's Libraries , 2205 Hillsborough Street, Box 7111, Raleigh,NC, 27695-7111, USAPublished online: 17 Oct 2008.

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It’s a Wiki Wiki World

Mary Carmen Chimato

SUMMARY. Wikis are an excellent way of sharing information and facil-itating teamwork and communication in a library. Wikis enable librarystaff to collectively contribute, edit, and comment on a Web site and canbe implemented in a variety of ways. Internally, a wiki can serve as aninstitutional knowledgebase or repository. Publicly, a wiki can be an on-line version of a journal or book club, an interactive resource guide, or aspace where certain user groups can share thoughts and suggestionsabout a common experience or project. This article will provide an intro-duction to wikis, overview the different software, highlight how onemedical library is using its wiki as an organizational knowledgebase,and propose several ways a medical library may enable patrons to utilizewikis. doi:10.1300/J115v26S01_09 [Article copies available for a fee from TheHaworth Document Delivery Service: 1-800-HAWORTH. E-mail address:<[email protected]> Website: <http://www.HaworthPress.com>© 2007 by The Haworth Press, Inc. All rights reserved.]

KEYWORDS. Wikis, social software, medical libraries, communica-tion, teamwork, Library 2.0, staff training

Mary Carmen Chimato, MLS, MSIS ([email protected]) is Head of Accessand Delivery Services, North Carolina State University’s Libraries, 2205 HillsboroughStreet, Box 7111, Raleigh, NC 27695-7111. She was formerly Head of Access Servicesat the Health Sciences Library at Stony Brook University.

[Haworth co-indexing entry note]: “It’s a Wiki Wiki World.” Chimato, Mary Carmen. Co-publishedsimultaneously in Medical Reference Services Quarterly (The Haworth Information Press, an imprint of TheHaworth Press, Inc.) Vol. 26, Supp. #1, 2007, pp. 169-190; and: Medical Librarian 2.0: Use of Web 2.0 Tech-nologies in Reference Services (ed: M. Sandra Wood) The Haworth Information Press, an imprint of TheHaworth Press, Inc., 2007, pp. 169-190. Single or multiple copies of this article are available for a fee from TheHaworth Document Delivery Service [1-800-HAWORTH, 9:00 a.m. - 5:00 p.m. (EST). E-mail address:[email protected]].

Available online at http://mrsq.haworthpress.com© 2007 by The Haworth Press, Inc. All rights reserved.

doi:10.1300/J115v26S01_09 169

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THE WIKI WAY

Ward Cunningham defines a wiki as “the simplest online databasethat could possibly work.”1 While that may be a bit of an oversimplifi-cation, it is not too far off the mark. Perhaps a more accurate definitionof a wiki would be “a tool that easily facilitates online collaboration andcommunication.” Wikipedia defines a wiki as “a type of software thatallows the visitors themselves to easily add, remove, and otherwise editand change some available content, sometimes without registration”2

(see Figure 1). The term wiki also refers to the collaborative softwarethat is used to create the site.

Wikis are part of a group of software that promotes social interactionscalled “social software.” As defined by the Wikipedia, “social softwareenables people to rendezvous, connect or collaborate through computer-mediated communications and to form online communities.”3 The de-fining features of a wiki include: a space containing pages that can befreely written or edited by anyone, use of WikiWords (an amalgamationof two or more words composed of at least two letters each withoutintervening white spaces, where the first letter of each component word iscapitalized and the remaining letters are in lowercase4) to automaticallylink to a page referred to by that name, and use of a simplified hypertextmark-up language to create and edit pages.5 By employing WikiWords,the content of a wiki is searchable via keywords.

The Wikipedia is the most well known wiki, with more than 3.8 mil-lion articles, over 1.4 million of which are in English. By clicking on the“Edit this Page” tab at the top of the screen, anyone, without having toregister and create an account, may add, remove, or change the content

170 MEDICAL LIBRARIAN 2.0

FIGURE 1. The Wikipedia’s Definition of Wiki3

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of an article. Content changes can be viewed by clicking the “History”tab, and users may subscribe to alerts that will tell them when a changehas been made to a particular page. The “Discussion” tab allows users todiscuss and debate content changes and brainstorm ideas for additionsor organization of the information in an entry. All of this collaborationis done virtually, in real-time, mostly between strangers, who share acommon interest or area of expertise and have the desire to distributetheir knowledge.

This collaborative nature of wikis makes them very good tools inorganizations that need to share or create a knowledgebase. The real-timeupdating of content allows quick access to up-to-date information andpermits users to distribute this information instantly. Information housedin a wiki may be viewed by the public or, when installed behind a firewall,access can be restricted to only organization or department members.

SO YOU WANNA SURF THE WIKI WAVE?

Libraries can utilize wikis in a number of ways to help organize, pro-mote, and make readily available library resources and services, or toorganize library-wide projects or initiatives, as well as aid with interde-partmental communications, policies, and procedures. In order for alibrary wiki to be successful, the goal, problem, or issue that is to be ad-dressed by its implementation must be clearly defined and understood.For example, if the library’s IT coordinator or department would like aplace where answers to technical FAQs or a series of troubleshootingsteps can be posted to assist staff with technical issues and to help alle-viate the amount of time spent fixing small problems, a wiki would bean excellent place to house these documents, while providing a spacewhere staff can discuss the content and give feedback.

Many libraries have chosen to use wikis as organizational knowledgebases. These sites are not available to the public and serve as the holdingtank for departmental policies, procedures, organizational goals, projectlists, emergency contact information, and many other types of informa-tion. Libraries that have chosen to implement semi-public wikis, wherepatrons can view, but not edit information, have taken their resourceguides and made them searchable and easier to navigate by putting themin a wiki. The most well known example of this type of library resourceguide wiki is Chad Boeninger’s BizWiki at the University of Ohio Li-braries <http:// www.library.ohiou.edu/subjects/bizwiki/index.php/Main_Page> (see Figure 2).

Mary Carmen Chimato 171

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Before creating a wiki, several considerations must be taken intoaccount. As stated above, the problem, goal, or issue must be clearly de-fined and understood. Once the outcome is clear, the workplace cultureand environment must be considered. Who are the users and stake-holders? How comfortable are they with new and emerging technology?Are they tech savvy? Are they willing to invest time in learning a newapplication? How much training will be needed? Do they believe in theproject or will they need to be convinced of its value and usefulness?6

By discussing and thinking about the answers to these questions now,an organization can save itself many headaches later, and the task ofselecting the appropriate software is much easier.

CHOOSING THE RIGHT APPLICATION

Wikis can be created using a variety of different software applications.Currently, there are over 100 different types of wiki software listed onWard Cunningham’s WikiWikiWeb Wiki Engine page <http://c2.com/cgi/wiki?WikiEngines> and on the Wikipedia’s List of Wiki Software<http://en.wikipedia.org/wiki/List_of_wiki_software>. When considering


FIGURE 2. Main Page of Chad Boeninger’s Biz Wiki

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the correct software application for your library’s wiki, it is important tokeep in mind any existing information technology (IT) infrastructurethat can be used to support the project.

Is there a server that can house the application or does one need to bepurchased? You will need to consider where the wiki will be hosted–inthe library by library IT staff or outside the library by a separate com-pany. What computer-scripting language does the wiki employ? Themost popular languages are PHP, PERL, ASP, and Python. Is there any-one on staff that understands and can code in these scripting languages?What operating system will be used? Some types of wiki software onlyrun on specific operating systems, so this last point can be very impor-tant.7 The majority of wiki applications are multiplatform and will workprovided the basic technical requirements are met; most will inform theuser during installation and set-up of any plug-ins or software updatesthat are missing and need to be installed.

Since a large number of wiki engines are available to users for free,another point that needs to be addressed before choosing an applicationis whether or not it has all the features and functionality the projectrequires or that users would like. Two excellent resources to assist inmaking the software decision are David Mattison’s 2003 Searcher arti-cle8 and Ward Cunningham’s Choosing a Wiki page <http://c2.com/cgi/wiki?ChoosingaWiki>. Mattison’s article provides brief overviews ofseveral popular wiki engines, and Cunningham’s site provides links todetailed overviews and breakdowns of wiki engines by feature andspecifications.

Two final issues to consider are the application’s interface and thesupporting documentation. The interface and ease of use of the wikiengine will have a direct effect on users’ perception and use of the wiki.Wikis employ what is known as wiki markup or wikitext. It is a simpli-fied markup language that indicates various structural and visual con-ventions.9 This simplified markup language allows for plain text editingand presents content in a much easier to read format than traditionalHTML (see Figure 3).

Most users do not have the time to invest or skills to learn a completelynew and unfamiliar online application or programming language. Manynewer wiki engines provide What You See Is What You Get (WYSIWYG)text editors that closely resemble the MicroSoft Word interface. Thesesimple editors allow users to create content in the same way they wouldtype a document or send an e-mail message without having to learn anew and unfamiliar set of formatting rules (see Figure 4).


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FIGURE 3. Editing Screen Showing the Wiki Markup Language in TWiki

FIGURE 4. Same Page as Figure 3 but Shown Using the WYSIWYG Editor toCreate Content

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Most wikis also have a Sandbox or Playground feature that allowsusers to create content without actually publishing it to the wiki. Thisarea is very helpful during wiki training and lets users experiment withthe wiki’s text formatting, creating numbered and bulleted lists, tables,uploading documents or files, and inserting images. Users can createanything they want on these pages and can change the page’s status to“Published” once they have mastered the basics and have created a pagethey would like to share. In Figure 5, from the Health Sciences Librarywiki, the top menu informs users that they are in the Sandbox Web andare free to experiment.

In their 2006 article, Chawner and Lewis point out that a quick, clearpicture about the quality of a wiki engine or application can be found byexamining the development site and looking over the type of documen-tation the developers have provided.7 The user documentation shouldbe easy to understand and supply information regarding the system re-quirements, installation, upgrade, functionality, and special features ofthe software. The user’s guide should be easy to read and understandby the novice user, readily accessible online and well organized (seeFigure 6). Something to keep in mind is that even the best documentationmay need to be distilled into simpler instructions for training sessions(see the Appendix).

MAKING A LIBRARY WIKI HAPPEN

Once the goal of the wiki has been identified and the wiki engine hasbeen selected and properly installed, the wiki can be implemented in thelibrary, and staff can then be invited to participate in the project. In order


FIGURE 5. Sandbox Web from the Health Sciences Library Wiki

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for a wiki to be successful, it is vital that the intended participants andusers understand the need and importance of the tool. Ideally, all librarystaff should contribute to the wiki; realistically some will more thanothers. A great way to ensure participation is to have the project sup-ported from the top down. If the library’s administration sees the impor-tance and value of the project and expresses a desire for the wiki to besuccessful, the staff is more likely to participate. Presenting the project tosmall groups, such as in department meetings, is a good way to foster ex-citement and support for the project and will help team members see thevalue of the wiki as it relates to their department and the library as a whole.

Depending on the purpose of the library’s wiki, it may be necessary to“seed” the wiki before staff begins adding content. Seeding the wiki is


FIGURE 6. The TWiki Web Site Home Page Providing Links to Documentation,FAQs, and Administrative Tools

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analogous to creating a table of contents or outline for the wiki. Thisprovides users with examples of the types of materials that are to be in-cluded and a schematic for where this information belongs within the wiki.

Staff training and support is essential in order for the wiki to succeed.Training works best in small groups, again possibly at the departmentlevel, with clear and concise documentation to support and reiterate whatgoes on during the hands-on session. The training sessions should bebroken down, covering specific topics, becoming progressively moreadvanced with each session, and should provide users with ample time toplay with the functionality and features of the wiki engine. The Sandboxor Playground will provide the space for users to play around in thewiki and familiarize themselves with the type of text formatting the wikiemploys. After the initial rounds of staff training have concluded, it ishelpful to provide refresher or drop-in sessions where users can askquestions, give feedback, or get help with a specific issue.

WIKI IN ACTION:THE HEALTH SCIENCES LIBRARY’S WIKI

The Health Sciences Library at Stony Brook University developed awiki at the beginning of 2006. The library is a medium-sized, academichealth sciences library, with 30 full-time staff and between 10 and 12part-time student employees. The library serves the academic, clinical,and research needs of the University’s Medical Center (the School ofMedicine and University Hospital) and the four schools comprising theHealth Sciences Center (School of Dental Medicine, School of HealthTechnology and Management, School of Nursing, and School of SocialWelfare), as well as the greater university. Looking at the 2006-2007projects list, it became evident that many library projects were inter-departmental, affecting many different areas of the library, and thatcommunication across departments was essential to the success of mostof these projects. Due to the relatively small size of the library and thelarge number of projects occurring (see Figure 7), communication andskills were very compartmentalized and the availability of written policiesand procedures varied by department; therefore, a wiki as a centralknowledgebase and information repository seemed like a formidablesolution to the communication problem.

The library’s Multimedia Applications Group (MAG) reviewed severaldifferent wiki engines before selecting TWiki as the application. The li-brary is fortunate to have a large IT department and an outstanding


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existing infrastructure allowing it to host the wiki internally on a library-owned server and to take advantage of the large variety of skills the librarysystems department offers. TWiki’s features–revision control, ability toupload or download any file as an attachment, online registration of newusers, syndication, full-text searching, topic locking, and many others,as well as a wide variety of plug-ins that are available allowing furthercustomization–made it an ideal application for the library.

Since the wiki was a new tool and application for the majority of staff,the applications team decided to seed the wiki to provide a frameworkfor the contents and to illustrate the purpose of the wiki. The applica-tions team created a broad structure for content and provided the foun-dation for each section of the wiki. Upon completion of wiki training,staff was expected to be responsible for determining and creating thecontent of their respective sections (see Figures 8 and 9).

The first round of introductory wiki training began in late May 2006and continued through June. Training was conducted in small groups, bydepartment, and lasted between 45 minutes to an hour depending uponhow quickly staff learned basic skills and the number of questions re-ceived. It was important for the applications team that the training be anenjoyable experience that staff would discuss with one another and gen-erate word of mouth support for the library wiki. In order to accomplish


FIGURE 7. The Project List That Was the Catalyst Behind the Wiki Project

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FIGURE 8. Part of the Main Page of the Health Sciences Library Wiki DisplayingHow Staff Seeded the Wiki, Creating an Organizational Structure for Content

FIGURE 9. The First Phase of Content Created by Members of Resource Man-agement Services

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this, training was conducted with a Hawaiian theme. The computer lab wasadorned with luau decorations, students received leis when they enteredthe room, Hawaiian music was played, and the session was short andconcise with lots of hands-on experience. Staff members were requiredto create basic pages in the Sandbox (see Figure 10), utilize lists and in-sert hyperlinks, and then asked to discuss how their department mightutilize the wiki to benefit their workload or the library as a whole.

Wiki training by department paid off in several extremely positiveways. It facilitated communication within each department. Often thetraining sessions transformed into group brainstorming periods wherestaff would recommend different applications of the wiki for the depart-ment and one another. Open communication often led to a better under-standing of the complexities and responsibilities of another staff member’sjob and day-to-day tasks. In departments lacking written policies, pro-cedures, and workflows, having a place to create and store these docu-ments inspired their creation and in some cases led to revisions andchanges to “the way we always did it.”

Wiki training also had an effect on inter-departmental communication.Staff members were able to identify specific types of information fromother departments that would help them answer patron questions or as-sist them with an aspect of their job duties. For example, the referencedesk often receives calls from patrons inquiring about overdue fines andpolicies; the librarian on duty can go to the wiki for the information in-stead of transferring the call to the circulation desk or physically locat-ing someone in circulation to answer the question (see Figure 11).


FIGURE 10. Example of a Staff Page Created in the Sandbox During a TrainingSession

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Often members of one department do not know what is happeningor what project is being worked on by other departments. Posting theprogress of various projects on the wiki was an easy way to keep li-brary staff informed of what was happening throughout the library andhelped identify areas that could benefit from cross-department collab-oration. Figure 12 shows a progress page created by the Dynamic Ap-plications Team.

After completing and gathering feedback from the initial round oftraining, it was decided that follow-up training and support needed to beroutinely provided to library staff. A simple way to do this was to attenda department’s staff meeting on a regular basis to address problems andidentify new uses for the wiki. The Multimedia Applications Group intro-duced “Wiki Wednesdays,” where anyone on staff could drop in duringa specified time and receive help and additional training. It became veryclear that in order for the wiki to be successful, staff needed to feel com-fortable in asking for help and know that wiki support was available tothem when needed. One of the major selling points of the wiki to thestaff was the fact that it cannot be broken; no one, no matter how hardthey tried, could irrevocably break the wiki because of the revision con-trol feature. When this fact sunk in, people became more comfortablewith playing with features, creating and editing pages.


FIGURE 11. Overdue Fines Schedule and Policies Posted on the Library Wiki

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OTHER WAYS TO WIKI

The Health Sciences Library chose to use its wiki to promote com-munication and collaboration across the organization and to solve an“information overload” problem. An informal survey of the MEDLIBdiscussion list, conducted in September 2006 to find out how othermedical and health sciences libraries were using wikis, yielded sur-prising results. Many libraries were also using wikis internally asknowledge bases, but almost none were creating or using wikis thatwere available to the public. Meredith Farkas proposes several publicuses for wikis in libraries:10

• Subject Guides: Since it can be edited by anyone, patrons can addlinks to a list of resources and remove dead ones, creating a list ofresources that truly represents the interests of the users.

• Annotating the Catalog: Beyond the basic information containedin a MARC record, adding extra content such as a synopsis, coverart, or reviews helps patrons find books that interest them.


FIGURE 12. Page Created by Dynamic Applications Team Updating the Scopeand Progress of Their Online Tutorial Projects

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• Community wiki: The library’s Web site can become the online hub ofa community by containing useful community information and links.

Most medical and health sciences libraries are not open to the publicand cater to a very specific patron base that at first makes these sugges-tions seem inapplicable; however, special libraries can take these ideasand customize them to their mission and patrons. Some of the publicwikis that the Health Sciences Library is considering implementing inconjunction with a newly designed Web site are:

• First-Year Medical Student Wiki: First- and second-year medicalstudents can share experiences and advice about the realities ofmedical school.

• Distance Education/Non-Traditional Nursing Student Wiki: The Schoolof Nursing offers eight online degree programs; this wiki wouldprovide a public space where prospective and current students inthese programs can share their online learning experiences and offeradvice to others.

• Medical Book/Journal Club Wiki: Adding an online dimension to ajournal or book club, where those who may not be able to participateface-to-face can now do so virtually.

These wikis would be accessible to the public, allowing them to read,create, and edit content once they have created an account, but librarystaff would manage the wikis, pruning content if it was inappropriate oroutdated.

The library is also looking at new ways to use the internal staff wiki.The librarians actively teach in the library’s education program and inseveral academic programs offered by the different schools of the HealthSciences Center. One of the areas of the wiki currently under develop-ment is an educational resources and materials section where librarianspost their syllabi, handouts, and educational materials for others to use,revise, and update. There is also discussion of an “Island of Lost Refer-ence Questions” page where questions that come up at the referencedesk or in the classroom that require more time and effort than usual canbe worked on and added to as staff collectively and collaboratively tryto find answers.


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WIKI WISELY

A wiki is an exceptional collaborative tool that can be used in a varietyof ways within a library. If your library is exploring the possibility ofutilizing a wiki, here are several points to keep in mind:

1. Purpose: A wiki must have a clearly defined, specific purpose, goal,or problem to solve. It is difficult to promote, support, or partici-pate in the project when it lacks a clear purpose.

2. Know your environment: Who are your users? How tech savvy arethey? Do they like new technology? What existing IT skills, sup-port, and hardware can be used on this project? Think about theanswers to these questions before selecting a wiki engine.

3. Training, Training, Training: A wiki is not instantly intuitive tomost people. Training is necessary for successful participation ina wiki project. Keep training sessions short and fun, and allowplenty of time for students to play with the application. Regularlyschedule follow-up training to reiterate skills and to address prob-lems or concerns.

4. Have fun: Think about new and different ways to exploit the col-laborative nature of a wiki. Go outside the box and do somethingradical!

REFERENCES

1. WhatIsWiki. Available: <http://www.wiki.org/wiki.cgi?WhatIsWiki>. Accessed:September 15, 2006.

2. Wikipedia, The Free Encyclopedia. “Wiki.” Available: <http://en.wikipedia.org/wiki/Wiki>. Accessed: September 15, 2006.

3. Wikipedia, The Free Encyclopedia. “Social Software.” Available: <http://en.wikipedia.org/wiki/Social_software>. Accessed: September 15, 2006.

4. WikiWikiWeb. “Wiki Word.” Available: <http://c2.com/cgi/wiki?WikiWord>.Accessed: November 1, 2006.

5. Tonkin, E. “Making the Case for a Wiki.” Airiadne 42(January 30, 2005). Avail-able: <http://www.ariadne.ac.uk/issue42/tonkin/intro.html>. Accessed: November 9,2006.

6. Fichter, D. “The Many Forms of E-Collaboration: Blogs, Wikis, Portals,Groupware, Discussion Boards, and Instant Messaging.” Online 29, no. 4 (2005): 48-50.

7. Chawner, B., and Lewis, P.H.. “WikiWikiWebs: New Ways to Communicate ina Web Environment.” Information Technology and Libraries 25, no. 1 (2006): 33-43.

8. Mattison, D. “Quickiwiki, Swiki, Twiki, Zwiki, and the Plone Wars: Wiki asPJM and Collaborative Content Tool.” Searcher 11, no. 4 (2003): 32-48.


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9. Wikipedia, The Free Encyclopedia. “Wikitext.” Available: <http://en.wikipedia.org/wiki/Wikitext>. Accessed: September 15, 2006.

10. Farkas, M. “Using wikis to Create Online Communities” WebJunction (Sep-tember 1, 2005). Available: <http://webjunction.org/do/DisplayContent?id=11264>.Accessed: November 11, 2006.

doi:10.1300/J115v26S01_09


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