wikis, cmss, & community
DESCRIPTION
Wikis, CMSs, & Community. Enhancing Publishing in Libraries. by Michael Ritchey (Twitter: mtritchey ). Today’s Lesson. Overview of FamilySearch services Challenges & strengths in 2006 Solution Concept & Requirements Quicken publishing cycle Multiply content output - PowerPoint PPT PresentationTRANSCRIPT
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Wikis, CMSs, & CommunityEnhancing Publishing in Libraries
by Michael Ritchey (Twitter: mtritchey)
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Today’s Lesson
• Overview of FamilySearch services• Challenges & strengths in 2006• Solution Concept & Requirements• Quicken publishing cycle• Multiply content output• Boost teamwork, morale, community relations• Improve content design, quality & relevance
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Some Background on Our Perspective
1. Family History Library & Research Support2. Research Support: 50 questions/day by phone & e-mail3. 80% of questions answered by volunteers4. Our volunteers & customers are senior citizens5. 2006: Customer Relationship Management (CRM)6. CRM model: customer’s question routed to an agent7. 4500 family history centers worldwide8. CRM model is not scalable to help family history center
volunteers9. 2006: Knowledge Management System (KMS)10. KMS closed to volunteers; obsolete content
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Challenges
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Challenge: Advise Genealogists Worldwide
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Research advice on FamilySearch Internet, 2006
Challenge: cover more places
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Challenge: cover more languages
Research advice on FamilySearch.org about countries in their native language, 2006
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Challenge: Update content faster
Research advice on FamilySearch.org revised 2001-2006.
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Challenge: connect customers with experts
How do I find birth records from Brazil?
(Yawn!) I wish I had someone to help!
Sounds tough!
I dunno
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Implement old idea
Achievedenial Fail
Our time-tested model
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2006 Revelation: Headquarters can’t
do it alone.
Is there a better way?
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Our Strengths as an Organization
1. Expert staff
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Our Strengths as an Organization
1. Expert staff2. World-renowned
record collection
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Our Strengths as an Organization
1. Expert staff2. World-renowned
record collection3. 60,000 volunteers
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Challenges + Strengths = Community
1. Cover more places2. Cover more
languages3. Update content faster4. Connect customers
with experts
1. Expert staff2. World-renowned
record collection 3. 60,000 volunteers
Challenges Strengths
Solution: Community!
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Selling the concept: Wikipedia
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Selling the concept: Wikipedia
1. 8th most popular Website2. Content written by community3. 3,000 new entries per day4. Most errors corrected in 5 mins.5. 11 edits per article
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Requirements
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Requirements
1. Open source 2. WYSIWYG authoring tool (yo mamma)3. Article history/version control4. Limit visibility of some articles5. Volunteer authoring6. Easy interlinking7. Admin can lock down a page (Home page)8. Notifications9. System deployable by non-engineers!
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Solutions
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First solution: Plone CMS
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FamilySearch Wiki: Plone site
Questions of concurrent authoring scalability
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2007 MediaWiki iteration
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Quicken the Publication Cycle
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Challenge: Update content faster
Every revision required input from• Director (approval)• Publication strategist• Usability specialist• Technical writers• Editors• Correlation• Software engineers
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Update content faster on a wiki
• Get an idea• Add it to the wiki• Get input• Iterate
Shortens the publishing cycle…
…from months to minutes.
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Multiply Content Output
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Multiply Content Output
1. 800 19,000 docs since 20072. 82,000 edits in 2009 (as of 10/04/09)
3. Top contributors have 10k-16k edits ea.4. 2009 edits = 719,000,000 characters5. 6,900 characters/edit avg.6. Top pages have 300-500 edits7. Reference librarians writing 22,000 hours/year
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Boost Teamwork, Morale, Community
Relations
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Teamwork, Morale, Community
1. Collaborative projects2. Unfettered Subject Matter Experts (SMEs)3. SMEs reach out for project help4. Collaboration between community vols. & staff5. Weekly user group/community meeting on Adobe
Connect
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Improve Quality &
Design
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Quality
• Footnotes• Bylines• Change history• Discussion pages• Patrollers• Moderators• Watch lists & change notifications• Members are Pit Bulls• Community Meeting
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Learnings
1. Relinquish control2. Initiate projects with small teams; require 70%
consensus for redesign3. Govern by social constraints, not system
constraints4. Let community try any miscreants5. Invest lots of time w/ community6. Share success metrics to win support & resources7. Empower, train & support volunteer project leaders
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Today’s Challenges (Got advice?)
1. Not getting 25% of librarians’ time2. Wiki mgrs. spread too thin to manage content dev
• Empower & train community as project mgrs.• Experimenting w/ right mix of project mgmt. vs.
production
3. Democracy design paralysis. Limit re-work!• Projects: Small team makes initial design; later design
changes require 70% consensus.
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Conclusion: We are smarter than me!
1. The job is too big for Headquarters2. Volunteer communities can do big jobs3. Success = community collaboration
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wiki.FamilySearch.orgTwitter: @mtritchey