Emory Healthcare, the largest hospital system in Atlanta, shares how they use Wikispaces Private Label to create an online knowledge base to better support their patient call center agents and physicians.
1. Please describe your wiki, and what you use it for.
We use our wiki as an online knowledge management system for our patient call center agents, physicians and administrators. Our wiki keeps all our scheduling guidelines, provider information, and clinic information updated in a single location that everyone can access.
2. Tell us about a particular moment that made you say, “Aha! THIS is why we use wikis!”
The “Aha” moment came during training for our call center agents. Our wiki has helped increase their job knowledge and confidence in a short amount of time. They’re now more comfortable when making decisions in their role. Wikispaces has helped decrease onboarding and training time, as well as errors when scheduling patient appointments.
3. What advice do you have for similar organizations that would like to use wikis to build an effective and useful knowledge management site?
Organizations should have an idea in mind of how they want to structure their information in order to avoid making too many changes in the future.
4. If you could ask it, what do you think your wiki would say about you?
Since over 600 people use me for daily operations, you rely on me quite a bit. I provide everyone with very useful info on a daily basis.