For those who don’t know, the Internet is becoming more collaborative than simply an e-mail address or static web site.  Two of the hottest emerging web technologies are allowing web sites to be more dynamic by the inclusion of visitors in shaping the content and discussion.  But many people don’t fully understand the differences between the two web hosting technologies and how each fits a particular need.  In this article, I will attempt to discuss the strengths and weaknesses of each solution as well as include my recommendations for the best choice for the greatest flexibility.

First, think of a single document that could be viewed and edited by multiple users regardless of what computer they use or where in the world they might be located.  E-mail works well when you are working with one other individual, but when you are working on a project that involves 3 or more people it becomes more difficult to keep everyone “on the same page”.  Enter the Wiki!

A Wiki server places a document (or multiple documents) on a server accessible by any Internet browser software, Mac or PC, iPhone or Blackberry, which allows many users to easily view and edit using an interface no more complicated than a simple word processor program.  The greatest advantage is that all page revisions (history) are all available for viewing or restoring older editions if necessary.  Although you can control who can view and edit these documents, the goal (and convenience) of a Wiki is to encourage everyone to participate without the trouble of managing usernames or passwords.  But in the business world, collaborative projects are usually internal and confidential so therefore Wikis that are used in business are often restricted to allow access on the internal network (or “Intranet”) only.

But are Wikis all about project collaboration?  Not at all!  In fact, Wikis can also be used as a knowledge database.  One of the most popular Wikis known, WikiPedia, is a global encyclopedia of knowledge as a result of open, public collaboration using the Wiki server platform.  Smart companies who have recognized the success of WikiPedia have installed a Wiki server for customers to share support and troubleshooting instructions with other customers by incorporating “frequently asked questions” and other customer support articles under the big umbrella of the Wiki server.  These companies not only allow, but encourage, their own customers to edit and add helpful, searchable documents to the company’s knowledge library.  Now, new customers have a wealth of information to help guide them through their technical difficulties and the company’s phone support personnel can search and contribute to the same system so all information is consolidated and consistent.  A knowledge database that essentially manages and updates itself, as the readers are also the authors!

But what about Blogs?  Blogs allow for a much tighter focus on editorial control. You can disable comments, for instance - and thus ensure that only one voice is being heard. Even with comments enabled, they typically are not shown when a visitor comes to the site - the visitor has to choose to view comments (as opposed to a Wiki, where anyone can add and edit any content they want anywhere on a page). Like a newspaper, there are individual “articles” and the start/end of an article is determined by the author. A reader can add comments, but they cannot change the content of the author’s original post because the author retains ultimate control.

With a Wiki, no individual or entity really has full control over the content and attempting to keep control will lead to “last one to edit wins” battles. If your goal is create an open community where constructive criticism is encouraged, a Wiki is going to be your best bet!  Unfortunately many companies are uncomfortable with such freedom on their public website, so Wikis tend to be reserved for internal use or project-specific narrowly focused to small group of individuals held personally responsible for their own conduct and contributions.

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For your “public” business website, a Blog seems to make more sense. It is far more useful for getting your specific message out, without changes being made by someone else.  When you control the content, you can control the image and overall message.  Because a Blog allows for “permanent” pages, such as product or service descriptions, as well as “article” posts similar to an online newspaper, it allows any business to fill their website with new and interesting content while providing easier management of static information. However, a Wiki fits well as a format for a customer support resource (such as a publically-accessible “knowledge database” website).  A Wiki is also an excellent choice for any project involving collaboration between 3 or more people.  As expected, installation of either of these server solutions can be attempted by anyone but Phonewire does provide these technologies as a managed hosted solution so you can focus on your content and let us worry about everything else!

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