Wiki This- A Model for Customer Support Using Blogs and Wikis
Lee Lefeved has this wonderful post on how to use blog and wiki together to provide
a persistent feedback loop for the decision makers and a timely support resource for customers.
While it is not an automated process, it has the advantage of having real human intelligence in organising the information in the wiki for future use (I am thinking organising the wiki like wikipedia) so that timely information will be searchable both internally for decision making and externally for customer-support. Of course, there may be sensitive issues which need to be sorted out for "internal" and "external", the idea is brilliant.
In the following, I am extending this idea for use in corporate e-learning.
In a teaching and training environment, the same idea can be used throughout the training sessions to capture the questions and issues arising from the course material from the learners. I would suggest that the learners should also be able to edit the course wiki (not just the instructor) so that they will own both the questions AND answers
to the issue.
When the course is over, the wiki should be incorporated into a support wiki where employees who have finished the course may refer to on a just-in-time fashion for on the job support.
I would also suggest that for each cohort of learners/trainees, a new course wiki should be created. Learning is a process
. If we start the current course with a previous course wiki (or the general support wiki), we are denying the current learners from the opportunity of first attempts in rising an issue and providing a solution to the problem
There will be significant overlaps among course wikis. The overlaps signify the areas that instructional design should be focussed in the next iteration of the course. The non-overlapping issues among course wikis, when incorporated into the support wiki, will provide a rich "FAQ" for just-in-time problem solving on the job.