Customers helping customers is something that we encourage at Dell and wikis are one of the ways we're pursuing that goal. We will be launching our first customer-facing wiki later this month, focused on the needs of the enterprise customer. We'll be monitoring the wiki’s effectiveness closely as we determine how best to take advantage of this technology in other areas. We’ll use wiki technology internally to make our processes more efficient for our teams and we will continue to expand our internal wikis in the coming year. We are also looking at better leveraging the community knowledge in the Dell Community Forums to allow our customers to more easily find the solutions they need. We are considering the idea of creating individual wikis with the knowledge distilled from threads in forum conversations.

About the Author: Caroline Dietz Conway