Thursday, 4 October 2012

Behind the Scenes - A Wiki Strategy for BNE

The successful roll-out of an easy to use collaborative system within an organisation can work to  improve staff productivity and other facets of the company including staff engagement and knowledge. A Wiki is a perfect tool to fill this E2 void in any business. 

A Wiki can provide access for all staff members to areas such as:

  • People expertise 
  • Expertise in processes- previous troubleshoots, training updates
  • Documents and resources–Make hidden data shared to drive collective intelligence
  • Enhanced search–Quickly provide relevant resources for the individual
  • Essential information such as rosters/meetings/calendars 

The ability to streamline information and expertise provides great opportunity for an organisation to get the most out of their staff, however there are always problems associated with implementing collaborative tools. Some disadvantages users found when using wikis consisted of the following:

  • Spam 
  • Inappropriate and incorrect language and content
  • anyone being able to edit content
  • Info displayed in an illogical manner
Although these are real issues, a few simple strategies such as making sure the 'rules of conduct' are monitored and enforced, as well as appointing a wiki 'champion' to observe participation and help other employees contribute can work to iron out the inevitable bugs that will occur.  

Wikis and Brisbane Airport

As discussed in my previous post, Flight Centre has successfully implemented a Wiki into their IT collaboration architecture. This has worked effectively to connect geographically dispersed employees and encourages faster innovation by being a working source for troubleshoots and previously encountered issues. 

In the context of our case study, Brisbane Airport could utilize a wiki in order to improve:
  • HR procedures- Rosters, leave requests, 
  • Communication with outside providers and contractors- Specific How to guides for individual businesses accessing the airport (i.e where to get a security pass). 
  • Staff Training- Both direct airport employees and other. The airport could use the space for initiation procedures, with management able to streamline the process through the collaborative tool. 
  • Back of house procedures- the space could be used to refine work practices. Monitored by management to insure uniform adoption of any changes. 
  • B2B customer service- a place for outside providers to voice their opinions/ideas about interactions with the airport. 
  • Union information- meetings, issues etc.

If there is efficient systems in place with easy access to information about procedures, the airport will experience greater productivity from a generally happier, empowered staff. This leads to a higher long term ROI as it could reduce overtime, minimize staff numbers, and decrease staff turnover, not to mention the knock on effects it could have for interaction with the public in terms of customer service. 

Can you think of any other ways the airport could benefit through the use of a wiki? Do you have experience using a Wiki within an organisation? If so, i would love to hear your thoughts on my strategy and how it compares. 

Thanks for reading!  



  1. Hi Justin,
    It could be utilized for providing information about the airport to customers (maps, resources available information etc). This would reduce the need for "Information Kiosks" or reduce the amount of people lining up for them!

    1. Personally i think this style of providing information would be better suited to a blog as discussed in my previous post. As wikis are editable, and subject to spam. A simple info page for those details could suffice. If customers wanted more knowledge or to contact airport staff they could still leave a comment on the blog or connect with the airport via its' social media channels.

  2. Hey Justin,
    nice post and well written as always ;)
    For me wikis are best described in the words of Ward Cunningham, ‘the simplest online database that could possibly work.’ ( You can use them for practically anything... the only question is if it's really the best way to do it or just a way to 'jump on the wagon'. Your recommendations look good though. I myself had to do a borderline case in my blog post because the other examples we had with our case study were already taken :-/. Would love to hear what you think on it:

    1. Hey Mate,

      Had a read of your post so check your comments. your idea is really an extension of one of the points i suggest in using the wiki as a way to communicate with external parties which in theory is great.

      It is important to understand wikis are best used in work cultures that encourage collaboration. Without an appropriate fit with the workplace culture, wiki technology will be of limited value in sharing knowledge, ideas and practices. Unfortunately, people don't like change, so it may take a rude awakening for some organisations before action is made.

  3. I myself have very little experience with Wiki's, but I’m keen to learn more as I feel they could aid in stream lining my own department at work. Keeping software catalogues could be a good use of a wiki, some companies could have a large collection of software which means a lot of CD keys and installation instructions.

    Another ever changing aspect in all workplaces is Workplace Health and Safety, Wiki's could do a great job in training new staff and aiding in updating all staff in new standards.

  4. Hi Justin,
    Great post and I like your choice of pictures haha, but it was interesting to learn that Flight Centre has an internal Wiki because it just gives Brisbane Airport more incentive to hop on the band wagon haha. Great benefits that you have brought up about why Brisbane Airport should implement a Wiki, it just shows how much daily business could improve if adopted.

    And Yes I have had experience using a class Wiki in INB347 - Web 2.0 and it was interesting to learn and I gained an inside perspective of how Wiki's are created - its not easy I tells ya :P. Your strategy is simple but completely true, I've actually run in to this problem while contributing to my class Wiki, where i've added my research and contributions and someone has come along and deleted it completely. I found this quite shocking because there is a discussion board where you can talk to one another about what you want to contribute and ask for advice and this person didn't speak to me at all before erasing my work (this is where I wanted a monitor to settle this for me and tell me who was right and wrong in this situation) because what i found useful and relative to the Wiki, this person obviously did not.
    (sorry about the long comment - Great post!)

    - Mihi Stubbings

    1. Hi Mihi,

      Thanks for the insight! judging from what i have read from other students, having people delete or edit your work seems to be a bit of a trend. Making sure people are aware of the codes of conduct regarding the wiki and using the discussion board like you mentioned should reduce this from happening.