Wikis – the new knowledgebase

John Ragsdale, Vice President of Research for the Service and Support Professionals Association (SSPA), recently published an interesting blog post predicting that wikis will replace the traditional knowledgebase for Web self-service. As Ragsdale quotes from an upcoming report – “Though discussion forums dominated the Web 2.0 conversation in 2007, look for wikis to grab some of the spotlight in 2008. This easy to access, search and edit ‘living document’ is a logical replacement for the maintenance-intensive traditional knowledgebase. A key new process for 2008: identify ‘best practices’ as they emerge in discussion forums and migrate them to the wiki library.” Read more

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