Working Wiki-lyAn Information Tool for the Global Marketing Team

April 18, 2012

Overview

• How we work (or don’t work) together• The wiki concept• Examples• How will we “Work Wiki-ly”?• The future

How we work (or don’t work) together

I’m new to FINCA, how does this work here?

I need to explain this to someone … but no time!

Everyday knowledge problems

Oh, I don’t know how to do this, and I can’t find the email

I can’t find the document in the system

Who knows about this, and how to do it properly?

Knowledge is a puzzle

Communicating information via email

Eurasia

Latin America

Information in DMS & current systems

Hard truth

• Most of the marketing challenges we are facing on the ground have been experienced and resolved in some form within the network

• We have been unable to effectively share our experience* FINCA information is expensive (too hard to find)* Shallow institutional memory* We are repeating work that has been already done in

the network• FINCA Network isn’t useful as provider of information

* You are unable to find out about what works globally* The good work that you do is limited to your

subsidiary / region, and not applied elsewhere

We should be ask & answer, quickly and easily…

HOW HAS THIS BEEN DONE ELSEWHERE?

The wiki concept

What is the wiki?

• A web-based platform that is intended to contain standard processes and guidance for the execution of marketing in the FINCA network

• A place where FINCA’s global marketing personnel can collaboratively build content, and share knowledge & ideas, allowing us to work together to achieve our goals quickly & easily

Wiki facilitates goals towards outcomes

Ease finding knowledge

Ease managing knowledge& “knowledge about knowledge”

Work is quick and easy,Happier employees!

Processes and tools are delivered intuitively

Ease contributing to knowledge & collaboration

Focus on new and value-added product, rather

than redoing the same thing

Wikis, applied

Wiki software

• Same software as Wikipedia* Proven methodology* Future development

• Open-source• Easy to use• Wide & active user

community• Highly extendable &

adaptable

Exchanging knowledge on a wiki

Eurasia

Latin America

You’re working on segmentation? So are we!

Let’s put our pieces together

I did this 2 years ago. Here is a critical piece.

Africa

A typical email workflow

April Hey, can I have a Word document about your uniforms?

Yes, here it is, attached to this email.

June Hey, can I have a Word document about your uniforms?

Yes, here it is, attached to this email.

October Hey, can I have a Word document about your uniforms?

Yes, here it is, attached to this email.

Same task, wiki workflow

April Hey, can I have a Word document about your uniforms?

I will put this information on the wiki.

June Hey, can I have a Word document about your uniforms?

Here is the link to the information on the wiki page.

October Hey, I found information about your uniforms on the wiki, and added information about my uniforms.

Now THAT adds value for me!

Collaboration – email vs wiki

Examples: Let’s see this wiki-thing

How will we “Work Wiki-ly”?

Types of content on the wiki

“How-tos” of marketing Market intelligence

Guidance for non-standard processes

Standardised marketing processes

Results of market research

Subsidiary information relevant for marketing

(branches, products etc.)

Local sources of online information

Adjust your habits to build the wiki

• BE SELFISH* Organise yourself (meeting agendas)* Use the tools available on the wiki to make your work quick & easy

• Communicate information that may be useful to a broader audience• Document on the wiki instead of in Microsoft

* Word: most content easily converts to wiki* Powerpoint presentations primarily using bullet points* Data presented in tables (simple Excel info)

• Upload more complicated documents & tools to the Wiki for distribution• Collaboratively create documents on the wiki instead of Word • To take information out of the Wiki, “Download to PDF”• Use as a management tool

* Track subordinates’ work* Training

A well-structured process, Wikified

• Basic summary of process in info box• Explains the purpose of the process• Makes available downloadable tools near top of page, for

easy access• Is well- organised into hierarchical sections• Well-documented (of course!)• Makes references to related knowledge

* Links to topics and tools throughout the document* References & See Also section* Categories

Who contributes to the wiki

CONTRIBUTORS(YOU)!

Create new pages & add information to existing pages

Contribute your knowledge & work to the FINCA network

ANYONE CAN ADD & EDIT

Role of the maintainers….

MAINTAINERS(RRS & F/I)

Edit & structure content to ensure consistency and quality

Help you become a better contributor

…to connect the pieces!

Rules of the wiki

OK, really, just a few rules

No highly sensitive information (client data, confidential documents)

Don’t worry about making mistakes, they are easily fixed

Use common sense

Work constructively with other contributors

Remember, NO INFORMATION IS INSIGNIFICANT

Do’s and Don’ts

DO

DON’TDon’t just think of the Wiki page as a copy of your Word document:use the functionality of the wiki to make your knowledge more accessible and navigable

Make use of sections and subsections to organize your page Use existing pages as templates Use cheatsheets, references, maintainersLook at Wikipedia for inspirationIncorporate the wiki into your everyday work

Keep in mind

• Wiki is only a means to an end of “Working wiki-ly”• Will not work well if we are not inclined to help each other• A bit more work in the short run will save you a lot of work

in the long run* Upload information now, find & provide later* Give now, get more later

EL FUTURO

The future of the wiki

Future improvements to the wiki

PERFORMANCE

STRUCTURE & NAVIGATION WIKI DATA

MULTILINGUAL MANAGEMENT

ACCESS(?)

Proof of concept?

HAPPY. USERS.

Discussion

Will the wiki help your work?

How do you think it can do so?

What content would you like to see on the wiki?

How can the functionality of the wiki be adapted to your needs?