Improve company to client communication
In the eyes of a client accountability and transparency are always high priority. The pressure on companies to provide this to clients is due the competitive nature of business. The efforts to ensure a competitive advantage have been aided by leveraging Enterprise 2.0 tools. Wikis are a excellent resource for service orientated companies as they create a method of interaction for clients and help services companies to meet theirs expectations and requirements. Using an external a wiki allows for greater transparency because it provides a collective source of information on a given project. Introducing a repository mean that clients can access what they require and contribute or comment where necessary. Accountability is also an attribute of using a external wiki. The information can be tracked to groups and individuals depending on the size of the project. This allows work to be measure more accurately and reduces time discrepancies, as task are defined more accurately.
A developing company RedAnt manages some very large projects and differentiates themselves among other developers by using a wiki to communicate with their clients. Stated in there website, RedAnt wanted to avoid drowning in the tidal wave of information. They introduced a wiki for there internal knowledge sharing much like many their competitors but they also had elements of the wiki specifically designed for client access.
It is fair to say that, a company’s knowledge shouldn’t be accessed by anyone and some information is competitively sensitive. To provide transparency for clients means allowing them enough access to information without jeopardising the organisations position. RedAnt and many other companies including Brown University, Johns Hopkins University, VMware have achieved this using a Wiki software call Confluence. Confluence is a sophisticated wiki tool that has features designed to enhance knowledge sharing. One appealing aspect of Confluence is the range of access controls. This supports the security of the sensitive information. Although there will always be the problematic human factor, whereby sensitive information to be released by an employee, this is a risk for all aspect of social media (read more on risk). Correct policy and common sense in the organisation is one means of mitigating this risk even if it can never be completely eradicated. The advantages of implementing a knowledge sharing not only internal but external out weights any proposed risk. There is necessary precautions that should be make in regards to sensitive information but quality of service is crucial for an company to maintain. Whilst a wiki will not guarantee this, it will provide the process that will aid the assurance of a project to the quality expectations of the client.
To find out more features confluence has to offer, watch the video below.