Wikify your support forum and knowledge base

Posted on January 16th, 2008 in , , , , , by Nelson Ko


The participatory nature of a wiki makes it extremely suitable for the construction of customer support knowledge bases. But what if you need a support forum as well? The answer is TikiWiki, a wiki with forums built in. Link directly to wiki pages, e.g. ((Safe Mode)), instead of using URLs. Provide single-sign on and an easily maintainable single set of user permissions/groups for support helpers. Leverage the flexibility and customizability of open source to provide a superior support experience for your customers.

For more information on how TikiWiki is used for Firefox Support, see Firefox Support Forum Goes Live. Check out Citadel Rock’s website if you are looking for TikiWiki consulting, integration, and customization.

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Introducing WikiNetNav

Posted on November 2nd, 2007 in , , , , by Nelson Ko

Social network analysis of wiki pages, their authorship, and relationships between contributors currently utilize graph-based visualizations. However, there is no readily available tool for end-users to visualize these networks.

WikiNetNav is a new tool for wiki end-users to explore social networks implied through co-authorship, review changes made by other users, and to personalize and visualize their desired change notifications. This new graph-based tool will allow the monitoring of wiki pages as well as authors.

Users will be able to visualize the social network of contributors so as to more easily identify and select contributors to monitor based on their interests. This also facilitates identification of experts or possessors of relevant tacit knowledge.

In addition, the new tool can present the page linking network of monitored wiki pages, allowing users to more easily select additional pages to monitor.

WikiNetNav currently only works with TikiWiki but my plans are to abstract the core parts of WikiNetNav from the TikiWiki implementation so that it can be used with other wikis as well. I will be setting this up as an open source project, so let me know if you are interested in being a co-founder.
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