Webinar: Collaborate Your Way to More Effective Customer Support

Join Scott Abel, The Content Wrangler, and myself, THIS FRIDAY (February 4th) for a lively discussion about the changing face of customer support on the web. You’ll learn how innovative organizations are leveraging the power of collaborative authoring, user-generated content, social currency, feedback and ratings to improve customer service and support.

You’ll discover the importance of collaborating with your customers to produce experiences that meet — even exceed — customer expectations. And, you’ll find out how collaborative support communities can help organizations create loyal customers, improve productivity, increase sales, and reduce expenses.

Hosts MindTouch will be is giving away a FREE COPY of my book of “Wiki: Grow Your Own For Fun and Profit” to the first 50 attendees to the live event.

Register Here. Today!

New WIKI book now available

My latest book “WIKI: Grow Your Own for Fun & Profit” was officially launched at the 2010 XML Conference in Philadelphia on October 13th.

It is now available to order on-line either through the publisher’s website, or via Amazon, or Barnes & Noble.com.– eBook Kindle version is also available for just $9.99


WIKI: Grow Your Own for Fun and Profit introduces the concept of wikis, and show why they are becoming the must-have communications and collaboration technology for businesses of any size.

The book will also include several case studies highlighting the ways that various companies are using wikis to solve differing business and communications issues, and the resulting benefits in terms of both efficiency and customer satisfaction.

Looking for a way to increase team collaboration, manage your company’s knowledge? Do you need a way to manage projects with customers or suppliers outside your company firewall? Would you like your customers to provide feedback on the information you publish? Then a wiki might be just what you are looking for.

Perhaps you have already decided that you should use a wiki, but are not sure how to go about it. Maybe you have a wiki but would like to encourage more people to use it. Or you would just like to learn more about the practical applications for this fast growing technology.

Then this is the book for you.

New Book now available for Pre-Order

My latest book “WIKI: Grow Your Own for Fun & Profit” is written, edited, proofed, designed and off at the printers.

It will officially be launched at the 2010 XML Conference in Philadelphia on October 13th. But you can NOW PRE-ORDER your copy at a discount from Barnes & Noble.com.


WIKI: Grow Your Own for Fun and Profit introduces the concept of wikis, and shows why they are becoming the must-have communications and collaboration technology for businesses of any size.

The book will also include several case studies highlighting the ways that various companies are using wikis to solve differing business and communications issues, and the resulting benefits in terms of both efficiency and customer satisfaction.

Looking for a way to increase team collaboration, manage your company’s knowledge? Do you need a way to manage projects with customers or suppliers outside your company firewall? Would you like your customers to provide feedback on the information you publish? Then a wiki might be just what you are looking for.

Perhaps you have already decided that you should use a wiki, but are not sure how to go about it. Maybe you have a wiki but would like to encourage more people to use it. Or you would just like to learn more about the practical applications for this fast growing technology.

Then this is the book for you.

An early reader review has already described the book as “Indispensable for people who want to get a wiki going.”

There is also a dedicated FaceBook page for the book where you can sign on to get all the latest news and happenings, as well as discuss the ideas and techniques covered.


10 Questions You Must Ask Before Implementing a Wiki #10

Ask yourself and your team the following questions before you start to implement a wiki, and be truthful with the answers.

Think about the issue you are trying to solve, and then see how a wiki might be applied, but remember don’t just focus on the positive, think about the potential down sides too.

10. What sort of controls will I need, if any?
It can be argued that the first rule of wikis is that there isn’t any rules. It is true that wikis function best when they are driven by the community that uses them, but you need to think about a few basics of control before you start. Do you need logins, if so who will authorize those. Will you have some sort of initial structure? What about giving users a ‘sandbox’ area to learn the wiki in? Who can see, read and edit what pages? Who will monitor recent changes and do any necessary roll backs? What’s the philosophy for rolling back content, incorporating comments? You will find that these answers change and evolve along with the wiki, but it is good practice to at least set a baseline.

10 Questions You Must Ask Before Implementing a Wiki #9

Ask yourself and your team the following questions before you start to implement a wiki, and be truthful with the answers.

Think about the issue you are trying to solve, and then see how a wiki might be applied, but remember don’t just focus on the positive, think about the potential down sides too.

9. Which type of wiki should I use?
There are many different types of wiki in the marketplace, don’t just decide to use one type because it’s the only one you’ve heard of, go and do some research. Talk to people who have used wikis for similar implementations that you have in mind, find out what they used, and why. Find out what they rejected and why. Develop a short list of at least three wikis to prototype and test.

10 Questions You Must Ask Before Implementing a Wiki #8

Ask yourself and your team the following questions before you start to implement a wiki, and be truthful with the answers.

Think about the issue you are trying to solve, and then see how a wiki might be applied, but remember don’t just focus on the positive, think about the potential down sides too.

8. Where will the wiki be hosted?

The location and hosting of a wiki can be a contentious issue and it is one that needs addressing early. In large organizations the IT group may want to host it (or they may actively be against the idea), in certain circumstances it may be better hosted at a departmental or project team level (and trends seem to indicate that these sort of bottom-up wiki implementations are usually the most successful ones), or even by a third party wiki hosting company outside the firewall.

10 Questions You Must Ask Before Implementing a Wiki #7

Ask yourself and your team the following questions before you start to implement a wiki, and be truthful with the answers.

Think about the issue you are trying to solve, and then see how a wiki might be applied, but remember don’t just focus on the positive, think about the potential down sides too.

7. Who will own the wiki?

Every wiki needs a wiki maven to maintain it, but it also needs someone with a sense of ownership. Be aware of inherent ‘not my idea’ resistance in championing a wiki implementation, and be prepared that even though it may have been your idea, you may have to give up ownership in order to ensure implementation