There’s no tougher time slot to speak in at a conference than that dreaded “post lunch.” Humour & good story telling always helps. And that’s what Susan Reisinger & Gregor McLeod brought as they presented “Tools for Knowledge-sharing: Wiki Success Case Study for the US Navy’s Global Distance Support Centre.  Imagine for a moment trying to implement technology to deploy highly sensitive information in an extraordinarily security conscious environment — oh, with no budget. And, that the information may be about how to move a cat from one country to another, or it may be about informing next of kin that their family member is deceased. Oh — and that many of the influencers in the organization have “tribal knowledge” and have been chiefs who held that information.  Those information holders know quite a bit, and they know who to know & who does know.  You definitely want them on board (no pun intended.)

The platform chosen had to have an easy access and easy to use, & allow ppl to attach documents; it had to have a training application, as well as a way to relay and highlight new, hot information – and threads for discussions.  The wiki supports 20 ppl working in the call centre that are responding to the requests of more than 250,000 ppl.  Wow.

The answer? the wiki — a commercial wiki was free, with access controlled via the internet.  It met all the criteria, plus it could be customized by any call centre to

Continue reading KMWorld: Using a wiki for km in high security & low budget