We do a great job at building software to get in people’s way.
There is a power law for participation (reading is easy, but not very engaging, while collaborating and leading are hard, but highly engaging.) We need to find ways to build low cost of entry points for participation in our tools.
"There is not collaboration without a goal" – Eugene Kim.
Discusses wiki usage at call centers. Makes the differentiation between ‘self service’ and ‘community service’.
Discussed 4 scenarios where wikis are used best. (Didn’t catch them while looking up Eugene Kim)
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