Wiki as CMS (Content Management System) for HR Departments

Image credit: http://www.darrenmonroe.com/wordpress/wp-content/uploads/2010/04/content-strategy-300×210.jpg

Most organizations regard CMS (Content Management System) as a solution to their contents problems and believe that through installing CMS can effectively solve the issues for accumulating business related documents and information, facilitating knowledge management and sharing, and improve the efficiency of collaboration.

However, most of the companies jump onto CMS tools such as wiki or other customized softwares without the insight of content strategies and consideration of user requirement from internal editorial infrastructure.

As Halvorson argues in Content strategy is, in fact, the next big thing:

Most companies can’t sustain social media engagement because they lack the internal editorial infrastructure to support it.

They don’t have a content strategy.

Image credit: http://blog.scripted.com/wp-content/uploads/2012/08/51.jpg

Clearly outlining the importance of establishing an internal editorial infrastructure within an organization to curate and remove irrelevant or erroneous contents from the CMS.

While Solis further illustrates the need of integrating: publishing calendars, editorial oversight, content performance analysis, and cross-discipline collaboration into enterprise’s social media channels:

New media necessitates a collaboration between all teams involved in creating and distributing content, including advertising, interactive, communications, brand, and marketing — with an editorial role connecting the dots.

In order to benefit from the implementation of wiki or other similar CMS tools, organizations need to clarify their content strategies first.

Basically, an effective internal wiki platform should serve the functionalities such as: intuitive, simple and efficient to use for both contributors and modifiers. The structure of contents should be systematically simplified and easy for users to search, organize, structure, and modify. The purpose of utilizing social media tools in workplace is to facilitate workflow, not increase the workload.

The strategies of implementing Wiki as CMS tool for organizations are:

  • The importance of consistency – internal editorial infrastructure:
  • It is important to establish a clear internal editorial infrastructure within the implementation of wiki, due to its unique nature of collaborative knowledge and contribution. Since all the contents are updated and modified by the users throughout the time, without a group of modifiers to curate and maintain the consistency and accuracy of contents, the system will simply become a repository for overlapped or unauthorized materials.

  • Strive for Simplicity:
  • It should be immediately clear for users to perceive where they can find the specific page within a well-structured content hierarchy. Users should not have to spend time digging into a wiki platform and ending up with overlapped information or irrelevant internal links. From the perspective of user-centre design, the user interface and process should be intuitive and comprehensive to use as well.

  • Meet user’s need – Selection and Customization:
  • Depending on different target features and functionalities required, there exists numerous wikis tools or even customized softwares can be chosen from. Normally organizations select a CMS or wiki by its popularity, cultural affiliation, or corporate edict, that is, without properly considering the contents published. However, the adoption should be ideally based on the content strategies and the requirement of internal editorial team.

  • Reward outstanding contributions:
  • When using for the purpose of project management, education and training, or other collaborative functions, the quality contributions should be rewarded in order to encourage active engagement within the department or even organization. Despite from the internal editorial team, individuals who dedicate to the creation and modification of current contents should be praised publicly. As I mentioned in my previous post, Rewards always speaks louder than regulations.

    Related Posts:
    How can an HR department benefits from wiki? by Abdulrahman Alarifi
    HR’s wiki strategy: Using wikis for learning and education by Amanda Belton
    Wiki usage strategies in the Enterprise – Focus on HR Departments by Charleston Telles
    Wiki Strategies for HR Department by Karen Evans

    References:

    1. Strategies for Organizing Wiki Content, tychoish, a wiki
    2. Strategic Content Management, by Jonathan Kahn
    3. Content strategy is, in fact, the next big thing by Kristina Halvorson on February 25th, 2010
    4. What Content Strategies Work Best for Small Businesses? by Scripted Writers in Writers
    5. 4 Crucially Important Content Development Strategies
    6. The Discipline of Content Strategy by KRISTINA HALVORSON

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    5 Key Microblogging Strategies for Finance Corporation

    It is not easy to convince business owners that microblogging as an effective approach for direct communication with customers. Yet many businesses which participate in microblogging community cannot effectively utilize its nature and generate better outcome for not only marketing purpose, but also building positive customer relationships.

    Microblogging platform like Twitter has the following advantages as a channel for delivering messages:

    • Instant: Through the real-time updating feature, information can be widely spread in no time
    • Concise: Without time spending on reading the whole article, users can grab the key information within 140 (or less) words
    • Huge user base: The active community among users can effectively spread out the information globally.

    Before we jump to the microblogging strategies for finance institutes such as banks, let’s take a look at what challenges do they face, and how can microblogging help.

    Accenture outlined Top 10 Challenges for investment Banks for 2012 from three respective aspects: Responding to regulation, focusing on clients and restructuring for growth.

    The
    enhancement of microblogging strategies can provide effective solution to the challenges related to client relationship building and management as social media tools have been widely utilized as an approach for business to directly interact with customers.

    Those challenges include:

    • Addressing the Rise in Buy-Side Power
    • Managing Capital and Collateral Intelligently 
    • Valuing Client Relationships, Not Product Profits

    … where social media tools can be of great help for meeting the third challenge.

    Another biggest challenge for investment banks will be: customers change banks.

    And here is the survey about why customers change banks retrieved from Enrst & Young:


    The Top 3 reasons are: High fees or charges, poor rates on accounts and poor branch experience.

    So how can microblogging help for banks which would like to stop losing customers or, attract more potential customers? Here are 5 practical strategies:

    • Content is still the KING: customers can easily distinguish marketing purpose posts and informative ones. Pushing though provoking byte-sized content is the only way to encourage active feedbacks. Properly using questions to invite discussion about new product idea, improvement or suggestions. Check my previous post about how CitiBank successfully built up active social media community with quality contents.
    • Follow your competitors: Microblogging provides a platform for businesses to monitor and interact even with your competitors. It is encouraged to observe the interaction between successful corporation and their followers on microblogging platform since it works as a good channel for market search.
    • Sharing is caring: If you see your competitors or other microbloggers post something which is really worth a read, share it. Using the feature like re-tweet on Twitter can easily pass on the valuable contents without hassle. Once the audience get to know that you provide not only beneficial posts for your company, but also including related informative contents from other competitors, it might give followership a boost. When it comes to retention, customers care more about what you tweet than who you are.
    • Link back to your products, but not too often: When microblogging about something which can relate to your products or service, insert a tinyURL into the content to direct customers to them. Try to make the contents inviting and informative instead of pushing or exaggerated.
    • Integrate with other social media tools: Each social media platform provides different character and advantages for business owners to utilize, but make sure that you do the assessment of market research before jumping on it. Publishing appropriate contents on each platform in regard of different user expectation will never get you wrong.

    In the era of enterprise 2.0, is it possible for competitors to create a win-win situation through embracing information sharing or transparency on social media? What would happen if business starts to share and distribute competitors’ marketing contents?

    One classmate shared an interesting article about Contour intended to slam on SONY facebook with its release of new competitive camera, but it turned out to be offering free promotion and exposure of SONY’s products, to Contour’s followers. If Contour used another approach, such as positively mentioning about the competitive advantages of its own product, would the result be different?


     Related Posts:

    Strategies for internal blogging by Amanda

    Strategies for external blogging by Charleston

    Strategies for internal microblogging by Karen

    References:

    1. Implementing a Successful Corporate Microblogging Strategy
    2. Top 10 Challenges for Investment Banks 2012
    3. Social Networking Strategies: Get the Most out of Twitter, Facebook, and Your Blog-Heatbrain.com
    4. The Advantage of Twitter Lists-PR in your pajamas
    5. Global Consumer Banking Survey 2012-The voice of today’s banking customer

    Adoption of Social Media: How Accenture did it?

    Almost every company has acknowledged that social media is becoming an effective communication tool for business to engage with customers directly. While nearly 60% of them have implemented social media or plan to in the next six months, 39% said they would not participate in social CRM.

    Surprisingly, many of the businesses which have implemented social media still lack of well-structured guideline to support organization-wide adoption.

    Here are some typical issues which executives would worry about before adopting social media to the organization:

    1. Security and privacy
    2. Intellectual property concern
    3. Legal issues
    4. Cost of implantation

    The Facts about Social Business Adoption

     

     

    Accenture is a global company providing technology service, management consulting and outsourcing, with early adoption of social media, recently claims returns as high as 20 to 1. Through the collaborative social media suite, Collaboration2.0, employees are encouraged to boost their productivity and improve work efficiency by actively updating profile, skills, experience and participating in knowledge database building and sharing.

    Collaboration2.0 includes the following key functionalities which allow employees to work effectively:

    Accenture People:

    Facebook-inspired social networking platform by which employees can easily update professional profile and search for related skills or experience, find SMEs and instantly connect via email, online chat, whiteboard session, high definition telepresence videoconference, phone or voicemail.

    Accenture Media Exchange:  

    Youtube-resembled platform provides videos for training, marketing, knowledge transition and community building

    Accenture Encyclopedia:

    Wikipedia-style site as knowledge database

    Microblogging tool:

    Integrates Yammer for effectively brainstorming and ideas exchanging with global colleagues. More than 4200 microblog updates by employees monthly.

    Blog:

    Informal knowledge and expertise sharing platform with more than 1000 blog posts contributed by employees monthly.

    Why Accenture can achieve this:

    • Integrate social media into workflow:  Through integrating social media tools into employee’s workflow, the participation is no longer a burden, instead, it turned into an effective tool to boost productivity and improve collaborative efficiency.
    • Rewards better than regulations
    • Listen to the Target Audience:  Through focusing both on organization’s benefit and individual’s needs and interests, Accenture’s IT organization developed Accenture People based on employee’s suggestions, by which employees can actively participate in groups and communities related to work and leisure life.
    • Motivation encourage active participation: While the contents on social media can be generated freely and based on personal interests or work related needs, engagement is actively achieved by employees with better quality contents.

    Besides, the chairman of Accenture, Bill Green has published two blog posts through The Hoffington Post, indicating the adoption of social media within the organization may receive the help from the top as well.

    Accenture’s chairman, Bill Green’s blog posts on the Hoffington Post

     What I think:

    Though Accenture has early adopted and harnessed the power of social media with effective tool, Collaborative2.0, in the organization, and integrated other external platforms such as:

    Social media tools implemented by Accenture

    There are still rooms for improvement:

    • Providing contents appeal to customers: Define specific goals such as reach 20 replies or 10 shares on each post, evaluate the outcome and modify the contents to meet customers’ expectation.  See how CitiGroup successfully has customers actively engage in the community.

    Accenture’s Facebook page post with only a few feedback

    • Using Reward to boost both internal and external engagement: As mentioned above, rewards always work better than regulations, if organization takes social media contribution of each employee into the evaluation of their performance, the productivity would still be boosted but the quality of outcome will be different.

    More Case study on Social Media Adoption

    1. Social Media @ IBM Case study – IBM social media adoption in their organization

    2. Social Media @ Oracle –Engaging Employees & Oracle Community

    3. Social Media @ Microsoft – SharePoint 2010

    4. Social Media @ HP – WaterCooler deployed internally

    5. Social Media @ Indian IT Vendors – Adoption of Internal Social Networking tools/platforms on the rise – Key Statistics

    References

    1. Social Media Adoption in Business – Wanna Know?

    2. Slow and Steady: Why Businesses Aren’t Diving Into Social Media Head First

    3. Short Case Studies – Industry Analysis & Reviews

    4. Social Media & Business Adoption 2011 – Big US Companies hold back adoption

    5. Accenture: Collaboration 2.0