It was August of 2005 when we started to toss the idea around of using a wiki as a knowledgebase at work. We've actively deveolped and used it for a year, so I wanted to give an update of how we've done. 

In one word: fabulous.

In multiple words, the wiki has allowed us to streamline our support, get new team members up to speed quicker and lead to an increased confidence in the customers we support.

We've moved everything to our wiki. This includes:

• Documentation of processes.
• Outage processes.
• Team schedules.
• Hours of operations.
• Equipment inventory.

The latest thing we moved to the wiki is our status report. Each team member can update the page as they want with the latest updates.

It hasn't been a flawless process, though. There were three areas we had to work to overcome:

Backup: The wiki runs on a converted workstation, so we had to find a way to ensure it was backed up throughout the day and nightly. We lacked the funds for a proper web server, so we made due. Since MySQL is the database, we could use hacked pre-existing scripts to do the work.

Wiki Edit Syntax: God love the person who cobbled together the editing markup syntax. We're still looking for a legitimate WYSIWYG interface for updating pages, but we've survived. 

Buy In: As with anything that is new, you need to have team members that buy into the process. Luckily, we have a good group of people that embrace change easily.

We still have more work to do on the wiki, but the corporate audit team was very impressed with our efforts. If you work in a large corporation you know that's a great medal of honor to have.  

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