Eurocross Assistance is a division of Achmea Eureko. For the past 26 years, it has been trend-setting in providing assistance throughout the world, such as medical help, breakdown services, but also assistance in the sphere of fire damage, storm or water damage and personal emergency services.
In the summer of 2008Eurocross decided to replace their outdated knowledge management system. They chose to use a wiki because of the following reasons:
- The current system did not meet the current wishes.
- The system needed to be able to engage the employees in sharing their knowledge.
- The new system needed to be visually attractive.
- Eurocross wanted to enhance quality of the internal processes and procedures by having all information stored in one place.
- Eurocross wanted to have up-to-date information. Innovation Factory was asked to manage the implementation and the use of this wiki.
Pilot
In August 2008 the preparations of the wiki implementation started. A pilot group was selected with employees, not managers. After a short introduction an assignment was given: create your personal page. This way the users learn how to use the wiki and make sure they can be found in the wiki. The users need to be educated on how to use the wiki, give examples. Coach the pilot group(s) to make sure they will coach their colleagues in the future. Motivate the users to share their information on the wiki, the biggest motivation is a thank you form a colleague. Because all information was shared in one place dialogue between editors started because of duplicate information. This way not only information is shared but also improved so that all users benefit.
Security
Lots of questions arose on security: all users can edit everything. Even though everyone can edit all pages, the wiki software has 2 security features:
- Each page has an edit history, so you can find who changed what on all changes to that page.
- When users are interested in a page they can follow this page and receive an email when changes occur.
As an extra Eurocross set up a simple code of conduct so that all Eurocross employees are aware on what to do and what not to do on the wiki.
Moderation
How doesEurocrosskeep its wiki up-to-date and filled with relevant information? First of all give the user the freedom to do what the user wants. Because the first pilot groups have been so much involved since the beginning of the project they are engaged to keep the quality of the information in the wiki high. Also each department assigned one moderator and every team leader is assigned to one knowledge area. This way you distribute the moderation to various users. All users are taught to give direct feedback to each other. Because of this the culture in the organisation has become much more open.
Results
The Eurocross wiki project was a huge success. Within six months of the start of the pilot the entire organisation switched to the wiki. Some departments already switched ahead of schedule. After a few months the Eurocross wiki was labelled business critical. So what has been the the major reason for success? The implemention of a software package like wiki is quite a standard process, but making sure the tool is being used properly and actively is not. Make sure your employees (who are the users) are engaged from the beginning of the project. This way you make sure that the employees will educate and coach each other. Also have visible management support, a manager needs to support his/her employees to share their knowledge. Give an assignment to new users so they will get acquainted with the new tool. Do not think of a structure in your wiki upfront, everything in a wiki is easily editable so create a structure along the way.