WiiKno’s CTO, Craig Tobias, was recently mentioned in CiscoPress for his achievements in wiki application:
“The Cisco Customer Advocacy Remote Operations Services (ROS) team built a network operations–related knowledge base on a wiki-like framework, called a twiki. In 2006, solutions architect Craig Tobias came up with the idea of creating wiki pages, like file drawers, on every topic he could think of related to the complex task of proactively monitoring, managing, and securing complex network infrastructures. Tobias pulled together the team of individuals responsible for supporting this area within Cisco and asked them to leverage their knowledge and experience to add content to each topic.
The ROS wiki allowed the team to contribute content directly through their browsers, enabling multiple people to contribute content to a single document. It also facilitated continuous improvement of the content, enabling the team to refine each document over time, based on peer review. According to Tobias, wikis
- Are a key part of a larger community platform.
- Focus on consolidating fact-based information.
- Enable users to contribute via their browsers.
- Facilitate multiple people contributing to a single document, refining its content over time.
- Embody the practice of peer review.
Tobias and his team developed well over a hundred pages of content, a knowledge base that saves customers and employees countless hours of network diagnosis and problem-solving.
Tobias also has a number of wiki best practices and lessons learned, as follows:
- Information Architecture: Start with a solid framework.
- Branding: Give your wiki an identity.
- Navigation: Make your site easy to navigate.
- Images: A picture is worth a thousand words.
- Open: Be open; lock as little down as possible.
- Purpose: Clearly state what you’re trying to do.
- Support: Support users so they’ll contribute.
- Training: Provide user training.
- Drive Adoption: The more users contribute, the better your content.
The ROS wiki has been so successful and well-received that customers often subscribe to Cisco’s ROS just to gain access to the knowledge base. Now let’s turn our attention to another use case, an example of wiki-driven collaboration and innovation.”
by Krishna Sankar and Susan A. Bouchard