Wikis in the workplace: How wikis can help manage knowledge in library reference services

Abstract

This article explores how wikis can be used in library reference services to manage knowledge and why they should be used in this environment. The article begins with a description of wikis, then covers knowledge management and the systems that support knowledge management, specifically collaborative and conversational technologies. Next, the author discusses how wikis can be used as a knowledge management system and explores the organizational applications. Finally, a discussion follows on how wikis can be used to support knowledge management in library reference services with some examples of wikis as both private and public knowledge repositories and as collaborative workspaces.