Wikis in the Workplace: Three Online Learning Applications

By Cathy C. at Fordham University

What is a wiki? If you’re going to look up the definition of “wiki” it makes sense to go to Wikipedia, possibly the most popular wiki and one of the most popular sites on the Web. Using the tag line “The Free Encyclopedia,” Wikipedia (2009) describes a wiki as a website that easily allows for the creation and editing of several web pages, including collaborative websites. The term “wiki” is derived from “wikiwiki” the Hawaiian word for “quickly” (Nesbitt, 2007). Aptly named, a wiki provides for quick creation, quick gathering, quick sharing, quick updating, quick editing, quick collaboration, quick notes, quick knowledge, quick…

In the business world, time – or in this case, quick – is money. Associates are being asked to accomplish more with fewer resources. Rather than working harder and harder, it may be more productive to focus on working more efficiently and effectively. In other words; let’s work smarter, not harder. Wikis can be a way to work more efficiently, effectively, and smartly; by providing quick and easy gathering and sharing of relevant information. Let’s take a look at three workplace applications in a banking environment: a loan training case study, a client and sales management database implementation, and ongoing business development.

Adult learners prefer relevant learning experiences that validate and incorporate their prior experiences (Knowles, 1980). Wikis can provide an online learning experience that is relevant, convenient, and interactive; along with leveraging prior experience. Business banking client managers have an ongoing training need for beginning, intermediate, advanced, and updated loan skills training. In making loan decisions, client managers gather and analyze information about the borrower’s five “C”s: character, cash flow, capacity, collateral, and conditions. Based on the information and analysis, they make judgment decisions about how to structure the loan and whether or not to make the loan. A relevant loan case study can be posted to a wiki, allowing client managers to conveniently access information, analyze, ask questions, share thoughts, post structuring ideas, and weigh-in on whether or not they would make the loan.

Recently the business banking division of a major bank implemented a new client and sales management database. The database summarizes bank information about clients, calendars client contact, measures profitability, requires the input of pipeline information, tabulates new sales, etc. A wiki would be useful in order to provide a one-stop resource for job aids, training access, frequently asked questions, posting of questions, identification of problems, and sharing of best practices. By consolidating information in one place, client managers and teammates will save time, experience less frustration, learn more quickly, and enjoy more accurate information and results.

Finally, client managers and teammates always need to spend more time on business development. Attracting new clients to the bank, then growing those relationships, is rewarding both intrinsically and monetarily. A wiki can be used to gather and share business development information: capabilities presentations, pitch books, responses for proposals, marketing materials, brochures, handouts, and other presentations. Client managers can post best practices, make plans for running the booth at an upcoming conference, post industry news, consolidate timely economic information, the list goes on and on.

As you can see, wikis provide an effective tool for a loan training case study, a client and sales management database implementation, and ongoing business development. Busy working adults can conveniently access relevant online information and training. Wikis can be the “quick” solution for gathering and sharing information, and providing an opportunity to share experiences and learn from others’ experiences. Save some time. Explore a workplace wiki – and be “quick” about it!

References

Knowles, M. (1980). The modern practice of adult education: Form pedagogy to andragogy. (2^nd ed.) New York: Cambridge Books.

Nesbitt, S. (2007, October 21). Is there a wiki in your future? Tech-tips. Retrieved October 8, 2009, from http://www.geeks.com/techtips/2007/techtips-21OCT07.htm

Wiki (2009, October 6). Wikipedia, the free encyclopedia. Retrieved October 8, 2009, from http://en.wikipedia.org/w/index.php?title=Wiki&oldid=318307237