Chapter 6. Maintaining the Garden

6.1. Identifying the Gardener

One of the most frequent excuses I hear for not implementing a wiki is that they need maintenance. To be honest, this is a response that I find bemusing. All software systems need maintenance. Be it a large complex enterprise system or even a word processor on your laptop, you still need to make sure that updates are applied on a regular basis, that information is backed up, and that directory structures are maintained. No matter what the software or IT solution is, if you just install it and leave it, then you will eventually have problems.

The same rules apply to any data set that is used and accessed on a regular basis. Be it a large database or a simple financial spreadsheet, it will need someone to monitor, update, and maintain it. Wikis are no different.

Unfortunately, historically a lot of wikis have been installed and implemented with a “set-up and forget” attitude with little or no thought given to ongoing maintenance. Finding someone to tend the wiki and developing a maintenance schedule are essential parts of the implementation process.

You need a wiki-gardener.

In some organizations this person is referred to as a wiki-maven or even a wiki-ninja. Employ whatever title or phrase works best for your community.

The ideal gardener for your wiki needs to be someone who is passionate about the wiki and its aims. He or she needs a clear understanding of your business needs, but must also empathize with the users and their needs. Often you will find technical writers have the right attributes for this role as they have the required skill set and are able to balance technical needs, usability, information design, and navigation.