Industry analyst Yankee Group recently issued a new report on enterprise wikis entitled “Wikis at Work” authored by Jonathan Edwards. The report focuses on defining the market, the leading vendors, how organizations are using wikis today, as well as recommendations on how wikis should be deployed. Socialtext had the good fortune of being ranked by Yankee Group as one of only two ‘Tier One’ vendors in the report. Edwards highlighed how Socialtext “understands the needs and demands of large enterprises,” as well as key differentiators like Socialtext is “the only enterprise wiki vendor that offers a mobile solution and supports Windows Mobile, Palm and Blackberry devices.”
Edwards also spotlighted some of the ways customers use and benefit from Socialtext wikis today. “For example, Socialtext has a large hardware manufacturer as a client that uses a wiki in its customer service department as its reference database. The wiki is searchable and — more important — group editable. It permits its customer service agents to contribute valuable experiences and unique inquiries as content to be reused by other agents. The repository grows organically relative to new products and services, and users can continually improve it. It’s also searchable, and this customer service department has cut its call times by 10% to 30%. Wikis are unique in that they allow organizations to collaborate on content that traditionally has been static, siloed and delivered hierarchically. For example, in the instance of the customer service department, agents now collectively help each other by recording and building on each other’s experiences and contributed content. Harnessing collective intelligence not only creates an internal wiki that benefits both current and future employees, but also helps develop more knowledgeable employees through the experiences of their colleagues.”
For more information on the “Wikis at Work” report from Yankee Group, click here.
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