Using the Wiki as a Knowledge Management Solution

1. Using the Wiki as a Knowledge Management Solution Susan Reisinger and Gregor McLeod US Navy Global Distance Support Center

2. The road ahead… • In this presentation we will: • Describe the Navy’s Global Distance Support Center (Technical) • Demonstrate how a Wiki is used at GDSC (Technical) as a Knowledge Management tool • Look at the advantages and disadvantages of this approach • Reveal lessons learned

3. The Global Distance Support Center Vision To operate a world-class, industry-certified Call Center that will provide responsive support to the Navy operating forces anywhere in the world today, tomorrow, and throughout the 21st century. Mission • Provide a single point of contact/single point of entry for fleet wide technical and logistical support 24 hours a day, 7 days a week, 365 days per year as an integral element of the Distance Support process. • Monitor and collect solutions to technical and logistical questions in a timely, efficient, and professional manner and assimilate this data into metrics for Navy acquisition and resource allocation decision makers. • Provide a positive answer to the customer's request.

4. Concept Of Operations • 24/7/365 Full Service Contact Center • Coordinating Hub • Uses Enterprise CRM System (Remedy) • Both Classified and Unclassified • Business Rules • Applies business rules for consistent process across Naval enterprise • Uses SOS (Source of Support) Matrix • Connect sailors to world wide network of support providers Worldwide Access 1-877- 4 1 TOUCH (86824) DSN: 510-428-6824

5. The AnchorDesk • Available • Single Point of Entry 24/7/365 coverage • Always reach a person to talk to • Responsive • Calls answered <30 sec • E-Mails responded to < 20 minutes • SOS Assigned in ~ 12 minutes (avg) • 96% First call resolution • Competent • Experienced, Trained Staff • Retired Navy/GS/US Army • Industry trained and certified CSRs • Consistent • DS Business Rules • ISO 9001 Certified • Help Desk Industry Certified

6. What’s the Challenge? Research Policy and Procedures - RMC Procedures - GDSL (a.k.a. FISC) - MFOM -NIAPS - Training Points of Contact Information - NAVSEALOGCEN Applications - Password Reset POC - ATFP Ashore –ATFP Emergency Operations Center Procedures - Navy Knowledge Online - Defense Messaging Systems Legacy Systems (DMS) – SCIP-IWF Procedures – FCFBR Processing Career Management System/Interactive Detailing (CMS/ID) – CG 47 Integrated Ships Control – Progeny Procedure s – Deserter Handling Procedures – SMLIS Procedures - SMLIS Applications Mind Map – SPAWAR Special Care Quick Tips – Allowance Change Requests – CVN Integrated Logistics Support Issues handling – ASOC Gateway Procedures - DSIC Tools – Ship Security Module Support – Suicide Prevention – RADIAC Equipment – Case Assignment to SOS MFOM –

7. Anchorpedia www.wetpaint.com

8. Access and Organization • Private and access controlled • Indexed for quick search and find • Home page reminds users about why we are here

9. Site Activity, Edit (Change) History • Wiki Administrator is notified of all edits or changes and can approve, edit or remove • History of pages searched and who is making changes allows for control and site refinement

10. Index Topic: Reference Resources • Organization is clean and simple • Agents may send information by e-mailing wiki pages, if desired

11. Attachments • Attachments are easy to add, track and access

12. Training is easy to access and track • Single point of access for training materials and directions • Access tracking • Easy updating

13. Breaking News is easy to Broadcast • Ease in relaying hot/new information • Hot info is highlighted and noticed

14. Portal-like chat threads • Real-time sharing of questions, answers and concerns • More efficient than e-mail and easily tracked

15. Advantages of using the wiki for KM • A commercial wiki is free and can be access controlled • Updating is easy and can be done real-time • A single place of constantly updated knowledge eliminates notebooks, paper, and other often inaccurate sources of information • A wiki can be customized by any call center to meet its unique needs • Lists, spreadsheets, powerpoints, and other documents can be saved and accessed through the Wiki • Usage can be tracked and refinements made based on experience • Configuration control in a simplified package

16. Disadvantages of using the wiki for KM • There may be some limitations for DoD or proprietary information • Care must be taken to insure comments, discussions, and edits are evaluated and the information is correct • This requires consistent monitoring by the administrator • KM entries cannot be autopopulated in support request tickets as with commercial KM products • Relies on Internet access

17. Lessons Learned • Ask your agents what they need and want on the wiki • Encourage them to actively use and add to it • Give the wiki prominence as an authoritative source of information • Track usage and feedback submitted • Have a single authority to review and manage content and review it frequently • Find a style of organization that works for your business model • Even “old salts” can use a wiki and like it!

18. Speaker Information Susan Reisinger Operations Manager Global Distance Support Center Norfolk, VA • 757-443-3872 • susan.reisinger.ctr @navy.mil Gregor McLeod Program Manager Global Distance Support Center Norfolk, VA • 757-443-3872 • gregor.mcleod.ctr @navy.mil

19. Backup Slides

20. By whom and when changes are made