1. Working Wiki-ly An Information Tool for the Global Marketing Team April 18, 2012

2. Overview How we work (or don’t work) together The wiki concept Examples How will we “Work Wiki-ly”? The future

3. How we work (or don’t work) together

4. I’m new to FINCA, how does this work here? I need to explain this to someone … but no time! Everyday knowledge problems Oh, I don’t know how to do this, and I can’t find the email I can’t find the document in the system Who knows about this, and how to do it properly?

5. Knowledge is a puzzle

7. Communicating information via email Eurasia Latin America

8. Information in DMS & current systems

9. Hard truth Most of the marketing challenges we are facing on the ground have been experienced and resolved in some form within the network We have been unable to effectively share our experience *FINCA information is expensive (too hard to find) *Shallow institutional memory *We are repeating work that has been already done in the network FINCA Network isn’t useful as provider of information *You are unable to find out about what works globally *The good work that you do is limited to your subsidiary / region, and not applied elsewhere

10. We should be ask & answer, quickly and easily… HOW HAS THIS BEEN DONE ELSEWHERE?

11. The wiki concept

12. What is the wiki? A web-based platform that is intended to contain standard processes and guidance for the execution of marketing in the FINCA network A place where FINCA’s global marketing personnel can collaboratively build content, and share knowledge & ideas, allowing us to work together to achieve our goals quickly & easily

13. Wiki facilitates goals towards outcomes Ease finding knowledge Ease managing knowledge & “knowledge about knowledge” Work is quick and easy, Happier employees! Processes and tools are delivered intuitively Ease contributing to knowledge & collaboration Focus on new and value-added product, rather than redoing the same thing

14. Wikis, applied

15. Wiki software Same software as Wikipedia *Proven methodology *Future development Open-source Easy to use Wide & active user community Highly extendable & adaptable

16. Exchanging knowledge on a wiki Eurasia Latin America You’re working on segmentation? So are we! Let’s put our pieces together I did this 2 years ago. Here is a critical piece. Africa

17. A typical email workflow AprilHey, can I have a Word document about your uniforms? Yes, here it is, attached to this email. JuneHey, can I have a Word document about your uniforms? Yes, here it is, attached to this email. OctoberHey, can I have a Word document about your uniforms? Yes, here it is, attached to this email.

18. Same task, wiki workflow AprilHey, can I have a Word document about your uniforms? I will put this information on the wiki. JuneHey, can I have a Word document about your uniforms? Here is the link to the information on the wiki page. OctoberHey, I found information about your uniforms on the wiki, and added information about my uniforms. Now THAT adds value for me!

19. Collaboration – email vs wiki

20. Examples: Let’s see this wiki-thing

21. How will we “Work Wiki-ly”?

22. Types of content on the wiki “How-tos” of marketingMarket intelligence Guidance for non-standard processes Standardised marketing processes Results of market research Subsidiary information relevant for marketing (branches, products etc.) Local sources of online information

23. Adjust your habits to build the wiki BE SELFISH *Organise yourself (meeting agendas) *Use the tools available on the wiki to make your work quick & easy Communicate information that may be useful to a broader audience Document on the wiki instead of in Microsoft *Word: most content easily converts to wiki *Powerpoint presentations primarily using bullet points *Data presented in tables (simple Excel info) Upload more complicated documents & tools to the Wiki for distribution Collaboratively create documents on the wiki instead of Word To take information out of the Wiki, “Download to PDF” Use as a management tool *Track subordinates’ work *Training

24. A well-structured process, Wikified Basic summary of process in info box Explains the purpose of the process Makes available downloadable tools near top of page, for easy access Is well- organised into hierarchical sections Well-documented (of course!) Makes references to related knowledge *Links to topics and tools throughout the document *References & See Also section *Categories

25. Who contributes to the wiki CONTRIBUTORS (YOU)! Create new pages & add information to existing pages Contribute your knowledge & work to the FINCA network ANYONE CAN ADD & EDIT

26. Role of the maintainers…. MAINTAINERS (RRS & F/I) Edit & structure content to ensure consistency and quality Help you become a better contributor

27. …to connect the pieces!

28. Rules of the wiki

29. OK, really, just a few rules No highly sensitive information (client data, confidential documents) Don’t worry about making mistakes, they are easily fixed Use common sense Work constructively with other contributors Remember, NO INFORMATION IS INSIGNIFICANT

30. Do’s and Don’ts DO DON’T Don’t just think of the Wiki page as a copy of your Word document: use the functionality of the wiki to make your knowledge more accessible and navigable Make use of sections and subsections to organize your page Use existing pages as templates Use cheatsheets, references, maintainers Look at Wikipedia for inspiration Incorporate the wiki into your everyday work

31. Keep in mind Wiki is only a means to an end of “Working wiki-ly” Will not work well if we are not inclined to help each other A bit more work in the short run will save you a lot of work in the long run *Upload information now, find & provide later *Give now, get more later

32. EL FUTURO

33. The future of the wiki

34. Future improvements to the wiki PERFORMANCE STRUCTURE & NAVIGATIONWIKI DATA MULTILINGUAL MANAGEMENT ACCESS(?)

35. Proof of concept? HAPPY. USERS.

36. Discussion Will the wiki help your work? How do you think it can do so? What content would you like to see on the wiki? How can the functionality of the wiki be adapted to your needs?