Enterprise 2.0

By Alyse O'Shea

Wiki-flying

Last week I touched on microblogging and how it could help improve Airports customer communication and satisfaction. Well, now it’s time to explore another tool the exciting world of the web has to offer  – Wikis.

What are Wikis?

Wikis are a piece of server software that allows users to freely create and edit web page content, individually or collaboratively. They can be used for knowledge management, community websites or even note taking – with a simple “open editing” concept users who aren’t technology savvy are encouraged to collaborate and communicate in an easy and effective way.

Brisbane Airport main objective is to increase the companies customer satisfaction, which can be done by connecting directly to their customer base – why not use a wiki?! A wiki could do this by supplying users with:

• Information about airlines; their facilities, planes, flying locations
• Flying helpful tips and suggestions
• General communication between customers and airport employees.

The wiki will need to be managed and monitored to ensure their objective is met – but ultimately the aim will be that it is written by customer for customers. I think this is the best way for the experiences more genuine and unique.

How do we know this will work?

Similar to microblogging, it seems that airlines have beaten airports with the introduction of Wikis. A Flyers Guide Wiki have been successfully set up by both JetBlue and American Airlines.

These wikis contain FAQS and information about their business and helpful information which can be very useful to customers if they were looking for answers and information.

Strategy?

Brisbane Airport would benefit greatly if they adopted a Wiki and advertised it on their website in some way filling it with useful information and customer questions and content.

Something differently they could possibly incorporate is a cultural categories
– having different cultures would ask different questions in different language
– it is important to adopt multiculturalism, therefore allowing for this is essential and more accessible

This will in turn increase customer satisfaction and possibly if advertised on their main website they could offer out prizes or some sort of token of appreciation to frequent contributors to get the crowd interested and encouraged to participate.

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6 comments on “Wiki-flying

  1. Andrew Madden
    October 13, 2012

    “For customers by customers” That is a really interesting and potentially danger filled way of going about it. It should be fine with proper moderation and it would be easier than having employees sitting there writing the whole wiki for them. I am just curious as to the moderation vs creation aspect. How much moderation do you think would be needed? Would the community self moderate it’s self? What happens if it is defaced right before someone checks it? I have to admit with proper moderation it is probably a very efficient way to go about it. Interesting to read.

    • Alyse O'Shea
      October 13, 2012

      Yes that’s the risk isn’t it – where is line drawn for moderation.

      But I’d like to think that there is negative and positive information/tips on the wiki, so the information can stay as true as possible, and could also provide the airport with some critical feedback!
      And obviously there would have to be constant monitoring for if someone who just wants to ruin everything goes on an unnecessary and unproductive hate spree.

      Thanks for the feedback
      Alyse

  2. Blake Thornton
    October 15, 2012

    Great post as usual.

    I see the line “General communication between customers and airport employees”, by this do you mean general comments and announcements between staff and customers, or email style communication?

    I like the idea of Wiki’s for customers to share tips, I for one just struggle to see how to build a high adoption rate with customers to do this.

    • Alyse O'Shea
      October 15, 2012

      Hey Blake

      More or less like an email – with questions and answer or general feedback. Maybe some formality would be important – but the main idea was it be very equal and approachable for customers.

      I agree that not only would it be difficult for an initial contribution, but also a continuous update of the wiki.

      Maybe initially employees might write an outline from a customers point of view. Then there could be small incentives – for instance in check-in they could be given a website address to the wiki and if they contribute they get a free meal on the plane or express through customs – would this make you constitute?

      Thanks again for the feedback!
      Alyse

  3. roggasblog
    October 15, 2012

    I think that idea is great!

    Like you said though, this will need to be moderated closely because of the public spam and rubbish that could potentially be posted on there. But other than that, I think this will definitely take off and users will enjoy reading what others have to say while having the opportunity to contribute themselves and possibly win a prize/giveaway because of it!

    If I was a user, I would definitely take advantage of this!

  4. sandagerdi
    October 15, 2012

    Great post!
    I like your idea of using a Wiki as a way of keeping Frequently asked questions. And I am sure having a wiki would make alot more information easily available to users. Nothing is worse than trying to scour a airline website for information on how much luggage you are allowed to bring with you. A wiki could really help for something like that.
    Just one thing i am wondering, how will it be managed? Will anyone be able to add stuff to it? If so, how can it be ensured that the information is correct?

    Excellent post, keep up the good work Alyse!
    Joannes

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This entry was posted on September 29, 2012 by in INB346 and tagged .
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