Five Keys to Successful
The New Reality for Customer Engagement
Five Keys to Successful Use of Collaborative Tools
Don't Allow Anonymity: Chances for polite, productive collaboration are greater if users' names and reputations are on the line.
Managers Must Manage Collaboration, Too: Even in Wikipedia's free-flowing editing environment, super-users occasionally step in to resolve problems.
Dole Out Responsibility: A wiki-work ethic won't develop overnight, but you can speed the process along by giving users a clear stake in its growth.
Think Wiki: Encourage users to think about the many ways they collaborate--formally and informally--every day.
Think About What's Not Wiki: Not everything your company does is a candidate for collaboration. Set appropriate boundaries.
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