Internal Support Documents - Wiki? Forum? Blog?

[csn-uk]

We all have internal documents to aid our front line staff in areas of support ranging from quick references through to step by step how-to's, however how we provides these documents to our staff will differ. Be that a Blog, Forum, Wiki or other solution...

The question is really what do you use? - we liked the Google wave idea of the workflow/traceability however it's not practical as a solution and a wiki seems second best but is a lot more open than we'd like. Currently we use an in-house software though again it's nice to see what's available before making any changes

[Teisho]

a wiki seems second best but is a lot more open than we'd like.

Do you mean you want better privilege access control than a wiki? Just trying to clarify.

[AbbieRose]

Is it not possible to simply have a fully internal version of a Wiki type set up? Perhaps on a server of your own, that doesn't route outside of your own internal network?

[csn-uk]

Originally Posted by AbbieRose

Wiki type set up? Perhaps on a server of your own, that doesn't route outside of your own internal network?

We currently use a few local servers to provide a wiki of sorts as well as many other internal monitoring and shared software. However we were looking for a wiki or similar with similar tractability/multi user work flow as for example Google wave which allows us to track updates and similar to mange and keep the records further up-to-date.

Currently we use an in-house wiki type layout however it resembles more of a full CMS, the question really revolves around "are there any better, tried and tested alternatives or solutions" rather than further developing our in-house solution.

Originally Posted by Teisho

Do you mean you want better privilege access control than a wiki? Just trying to clarify.

Something along those lines seemed a better solution than many others so I'd have to say yes, however we're looking for many features that aren't provided in a wiki, hence our current in-house alternative

[supportfacility]

We use email (or mailing lists) for specific updates. However I liked the Google wave idea, thinking about to try it
We also run a local service to share the info instead of blog, forum.

[bermuda]

All forms of offering support to the customers can be cool but one thing which is important is the matter of timing. For example, even if you only can be contacted via email and yet answer the latters received within minutes, this would be so great.