Using the Wiki as a Knowledge Management Solution

Susan Reisinger and Gregor McLeod

US Navy Global Distance Support Center

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The road ahead…

In this presentation we will:●Describe the Navy’s Global Distance

Support Center (Technical)

●Demonstrate how a Wiki is used at GDSC (Technical) as a Knowledge Management tool

●Look at the advantages and disadvantages of this approach

●Reveal lessons learned

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The Global Distance Support Center

Vision To operate a world-class, industry-certified Call Center that will provide

responsive support to the Navy operating forces anywhere in the world today, tomorrow, and throughout the 21st century.

Mission● Provide a single point of contact/single point of entry for fleet wide

technical and logistical support 24 hours a day, 7 days a week, 365 days per year as an integral element of the Distance Support process.

● Monitor and collect solutions to technical and logistical questions in a timely, efficient, and professional manner and assimilate this data into metrics for Navy acquisition and resource allocation decision makers.

● Provide a positive answer to the customer's request.

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Concept Of Operations

● 24/7/365 Full Service Contact Center

Coordinating Hub

● Uses Enterprise CRM System (Remedy)

Both Classified and Unclassified

● Business Rules

Applies business rules for consistent process across Naval enterprise

● Uses SOS (Source of Support) Matrix Connect sailors to world wide network of support providers

Worldwide Access1-877- 4 1 TOUCH (86824)

DSN: 510-428-6824

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The AnchorDesk

Available

Single Point of Entry 24/7/365 coverage

Always reach a person to talk to

Responsive

Calls answered <30 sec

E-Mails responded to < 20 minutes

SOS Assigned in ~ 12 minutes (avg)

96% First call resolutionCompetent

Experienced, Trained Staff

Retired Navy/GS/US Army

Industry trained and certified CSRsConsistent

DS Business Rules

ISO 9001 Certified

Help Desk Industry Certified

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What’s the Challenge?

Research Policy and Procedures - RMC Procedures - GDSL (a.k.a. FISC) - MFOM -NIAPS - Training Points of Contact Information - NAVSEALOGCEN

Applications - Password Reset POC - ATFP Ashore –ATFP Emergency Operations Center Procedures - Navy Knowledge Online - Defense Messaging

Systems Legacy Systems (DMS) – SCIP-IWF Procedures – FCFBR Processing Career Management System/Interactive Detailing (CMS/ID) –

CG 47 Integrated Ships Control – Progeny Procedure s – Deserter Handling Procedures –

SMLIS Procedures - SMLIS Applications Mind Map – SPAWAR Special Care Quick Tips –

Allowance Change Requests – CVN Integrated Logistics Support Issues handling –

ASOC Gateway Procedures - DSIC Tools – Ship Security

Module Support – Suicide Prevention – RADIAC Equipment –

Case Assignment to SOS

MFOM –

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Anchorpedia

www.wetpaint.com

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Access and Organization

Private and access controlled

Indexed for quick search and find

Home page reminds users about why we

are here

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Site Activity, Edit (Change) History

Wiki Administrator is notified of all edits or

changes and can approve, edit or remove

History of pages searched and who is making

changes allows for control and site refinement

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Index Topic: Reference Resources

Organization is clean and simple

Agents may send information by e-mailing wiki pages, if desired

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Attachments

Attachments are easy to add, track and access

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Training is easy to access and track

Single point of access for training materials and directions

Access tracking

Easy updating

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Breaking News is easy to Broadcast

Ease in relaying hot/new information

Hot info is highlighted and noticed

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Portal-like chat threads

Real-time sharing of questions, answers and concerns

More efficient than e-mail and easily tracked

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Advantages of using the wiki for KM

A commercial wiki is free and can be access controlled Updating is easy and can be done real-time A single place of constantly updated knowledge eliminates

notebooks, paper, and other often inaccurate sources of information

A wiki can be customized by any call center to meet its unique needs

Lists, spreadsheets, powerpoints, and other documents can be saved and accessed through the Wiki

Usage can be tracked and refinements made based on experience

Configuration control in a simplified package

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Disadvantages of using the wiki for KM

There may be some limitations for DoD or proprietary information

Care must be taken to insure comments, discussions, and edits are evaluated and the information is correct

● This requires consistent monitoring by the administrator

KM entries cannot be autopopulated in support request tickets as with commercial KM products

Relies on Internet access

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Lessons Learned

Ask your agents what they need and want on the wiki ● Encourage them to actively use and add to it

● Give the wiki prominence as an authoritative source of information

● Track usage and feedback submitted

Have a single authority to review and manage content and review it frequently

Find a style of organization that works for your business model

Even “old salts” can use a wiki and like it!

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Speaker Information

Susan Reisinger

Operations Manager

Global Distance Support Center

Norfolk, VA

757-443-3872

susan.reisinger.ctr @navy.mil

Gregor McLeod

Program Manager

Global Distance Support Center

Norfolk, VA

757-443-3872

gregor.mcleod.ctr @navy.mil

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Backup Slides

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By whom and when changes are made