How we wiki

Bobby Graham: Director Web Publishing (Acting)National Library of Australia

Gov 2.0 Conference: 19 October 2009

Vital statisticsThe Library has 450

employees.We implemented our first

wiki in 2006.We have 100+ wiki spaces.We use Confluence.Now we have two wikis:

internal and external.

Why wiki?

• We support transparency of information.• We engage with other libraries – nationally

and internationally.• We have a professional interest in information

management.

Why Confluence?

• It was compatible with our systems infrastructure.

• It is widely used by corporate organisations.• We had an existing relationship and

experience with the company.• It has an active open source community,

building macros and plug-ins.

What wiki features?

• WYSIWYG editor• Pages, news items and comments• Access control• One installation; multiple wikis• Export to PDF and MS Word

What wiki stuff we like

• Browser based editing• Versioning• Recently updated listing• Search• Pages print well

Wiki flexibility

• It happens now• Easy to restructure• History• Easy to roll back• But . . . flexibility, freedom, trust = uncertainty

Wiki engagementAnyone can participate in

the wiki.All staff can access, read

and edit any wiki space.All staff can freely con-

tribute new content using any web browser.

We all collaborate.

Wiki governanceAdmin is by community.Any wiki user can fix

spelling, formatting, grammar or structure.

Author is recorded.We can roll back to a

previous version.Space administrators

Wiki transparencyWe share information.All staff can collaborate on

any project or topic.All staff can share infor-

mation across all APS levels.

Work in teamsWe could work in a group

or in a project team.We work across teams

and projects.We collaborate internally

and externally.Each community space is

like a mini wiki in its own right.

What kind of projects?We manage the Library’s

collections.We look after the Library’s

readers and users.We plan to implement

new services.We work in divisional,

branch and group projects.

How we wikiPages are the building blocks

of the wiki.A statement of purpose is a

good way to start.We add content like text,

images and tables.We attach files.We can find stuff: any

location is good.We (sometimes) archive

stuff.

What we wiki

We plan, draft and write documents.

We prepare project plans.We manage activity

schedules.We maintain rosters and

planning docs.Sometimes we improve

business processes.

Wiki woesWiki users expect Word.They miss structure and

presentation.Some resist a new system.Users may not commit or

own spaces or pages.It’s easy to publish and

forget, or not archive.Wiki is yet another place

to publish (not).

Case study: How to improve a business process

• 400+ procedures documents . . . In various Excel spreadsheets

• How to share information in all of these docs?• How to update the documents?• Where to publish them?• Who is responsible?!

What was the outcome?

• Reduced no. of documents• Source files updated and maintained.• Archived in TRIM.• Content published on intranet and linked to

TRIM.• Updated content always available to users.• Four staff members maintain the wiki page.

What wikis?

Internal wiki space: all staff can view and edit.

Closed wiki space: a group of external and internal users can view and edit.

Public wiki space: all staff can view and edit, public can view only.

External wiki space: ex-ternal users and all staff can edit and view.

What have we learnt?

• People may make mistakes, but they will take responsibility for:– their own learning– organising things– tidying up

• Given the opportunity:– they have good ideas– learn from each other

What works well?

• Documenting services• Documenting processes• Working and writing collaboratively• Collaborating with external partners

What doesn’t work well?

• The wiki could be used for what it was never intended:– archiving– publishing workflows– publishing secure documents– Blog style writing

Is wiki successful?

• How should we measure success?– 100+ wikis implemented in three years– 10 public wiki spaces– 12 closed wiki groups– Continued use of service

Wiki future

We plan to improve the interface: add themes.

We’d like to make browsing more pleasant.

We plan to improve wiki help and guidance.

We’d like to assist with training.

With thanks to Michele Huston for her direction and leadershipAll images courtesy of the National Library of Australia

bgraham@nla.gov.auTel: 02 6262 1542http://libertylittlebasil.blogspot.com/@LibertyBasil