By Alyse O'Shea
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?
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.
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.