Wikis at Work: Success Factors and Challenges for Sustainability of Enterprise Wikis

Track: Industry Track
Authors: Jonathan Grudin and Erika Poole

We examined wiki use in a range of enterprise settings. We found many thriving wikis, but they were a minority of the thousands for which we obtained data. Even an actively used wiki can disappoint some important stakeholders. Careful stakeholder analysis and education may be crucial to successful wiki deployment. We identify a range of success factors, sources of wiki abandonment, and approaches to addressing the challenges. Some of our observations may extend to other social media.