Assessing the value of an enterprise wiki as a conversational tool

This study explored the value of corporate wikis in terms of the perceived benefits to individual wiki users and the organization. It also identified social and organizational factors that encouraged or discouraged wiki contributions, including an analysis of how organizational culture affected contributions. A mixed methods approach was used that included a simultaneous quantitative research phase utilizing a survey and a qualitative research phase utilizing a focus group. The study was conducted at a large global corporation headquartered in the mid-Atlantic region of the United States. A survey of 417 corporate wiki users at this organization revealed several benefits from corporate wikis including: making work easier, improving relationships with co-workers, and improving work processes, collaboration, and knowledge re-use within the organization. The focus group also revealed benefits including easy access to updated information in one place, making information easier to find, and reducing the need for email. Several user roles were identified including "adders," "editors," and "wiki gardeners." The research also made evident that there are certain social factors that can encourage or discourage contributions to a corporate wiki or even provide barriers to acceptance.