Creating Engagement with Wikis

Presented by Dr. Kay L. ColleyAssistant ProfessorTexas Wesleyan University

See this presentation at http://kaycolley.wik.is/

Nov. 16, 2009

Models of Public Relations*•Press agentry model•Public information model•Two-way asymmetrical model•Two-way symmetrical model

*Based on Grunig and Hunt, 1984

http://kaycolley.wik.is/

Frame of reference

The Communication Model

Sender ReceiverFrame of reference

Feedback

Message

ChannelN

oise

Noise

Noise

Noise

Noise

Noise

Feedback

Where do wikis fit?•Two-way symmetrical communication model•Channel or tool in that model

What is a wiki?•From the Hawaiian word for quick

•A website that allows anyone to edit it

•Probably best know is Wikipedia

•Presentation is at http://kaycolley.wik.is/

Wikis and social media•Wikis are part of social media

•Social media include:•Web logs or Blogs

•Internet forums

•Media sharing sites

•RSS feeds

•Podcasts

•Social networking sites

•Wikis

Traits of social media•User-driven

•Organic content or “mashed”

•Community-oriented

•Easy to use

Advantages of social media•“Stickier” than traditional media

•Viral in nature

•Interactive

•High visibility on the Internet

Traditional uses of wikis•Project management

•Tech support

•Research and development

•Event planning

•Customer relationship management

Some examples

Intelhttp://wikimania2006.wikimedia.org/wiki/Proceedings:JB1

T-Mobilehttp://wiki.sidekick.com/?t=anon

Some of my wikis•http://ramblertraining.wetpaint.com•http://kcolley.wiki.zoho.com/•http://kaycolley.wik.is/

Using Wikis •Part of your overall strategy

•Superior tools for

•Participation

•Engagement

•Connecting

•Creating Community

The Rules of Engagement•First determine where your stakeholders fit in Forrester Research’s engagement segments•Are your stakeholders:

•Creators (13% of online users)•Critics (19% of online users)•Collectors (15% of online users)•Joiners (19% of online users)•Spectators (33% of online users)•Inactives (52% of online users)

The Rules of Engagement•Trust the community•Join the networks•Frequent stakeholder cyber hangouts•Listen and learn•Create quality content•Watch your voice•Be authentic•Give it virality•Monitor and manage your reputation online•Become radically transparent

When to use wikis•To get uncensored customer feedback

•To provide customer service and experience of value to all

•To work with people to create something

•To create and sustain knowledge or expertise

How do I know what to use?

Software comparisons•http://en.wikipedia.org/wiki/Comparison_of_wiki_software•http://www.wikimatrix.org/

Try some out!

How to avoid wiki pitfalls•Using the control measures to lock pages •Managing access to your site •Making wikis user-friendly with instructions•Understanding versioning on wikis •Creating a code of ethics or conduct

Food for thoughtWikis can help you navigate other social media:

•http://twitter.pbworks.com/•http://facebook.wikia.com/wiki/Main_Page•http://www.thenewpr.com/wiki/pmwiki.php

QuestionsHow to reach me with questions, comments and complaints:

E-mail—kcolley@txwes.eduTwitter—@kaycolley or www.twitter.com/kaycolleyBlog—www.kaycolley.blogspot.comWiki for this presentation:http://kaycolley.wik.is/