Wiki

Master this essential documentation concept

Quick Definition

A collaborative platform that allows multiple users to create, edit, and organize interconnected web pages and documentation

How Wiki Works

graph TD A[Content Creator] --> B[Create/Edit Wiki Page] B --> C[Wiki Platform] C --> D[Version Control] C --> E[Link Management] C --> F[Search Index] G[Reviewer] --> H[Review Changes] H --> C C --> I[Published Content] I --> J[End Users] J --> K[Feedback/Updates] K --> A L[Admin] --> M[Manage Permissions] M --> C N[Templates] --> B O[Media Assets] --> B

Understanding Wiki

A wiki represents one of the most effective collaborative documentation solutions, allowing teams to collectively create, edit, and maintain interconnected web pages that form a comprehensive knowledge base. Unlike traditional documentation methods, wikis enable real-time collaboration and continuous improvement of content.

Key Features

  • Real-time collaborative editing with multiple contributors
  • Version history and rollback capabilities for content tracking
  • Hyperlink integration for seamless cross-referencing
  • Search functionality across all pages and content
  • User permission controls and access management
  • Template systems for consistent page formatting

Benefits for Documentation Teams

  • Reduces documentation silos by centralizing knowledge
  • Accelerates content creation through collaborative editing
  • Maintains content accuracy with community-driven updates
  • Improves discoverability through interconnected pages
  • Scales efficiently as teams and content grow
  • Provides transparency in content changes and ownership

Common Misconceptions

  • Wikis are only suitable for technical documentation
  • Anyone can edit means content quality will suffer
  • Wikis require extensive technical setup and maintenance
  • Traditional documentation tools are always more professional

Evolving Your Team Wiki from Video Recordings to Searchable Documentation

When your team needs to update your wiki with new procedures, product information, or technical knowledge, you often capture this information through video meetings or training sessions. These collaborative discussions contain valuable insights that should be preserved in your wiki, but the format presents challenges.

While wiki platforms excel at organizing collective knowledge, video content remains siloed and difficult to reference. Team members struggle to locate specific information within recordings, making your wiki incomplete or outdated. The collaborative nature of wikis is undermined when knowledge remains trapped in video format.

By transforming your video recordings into searchable wiki documentation, you create a truly collaborative knowledge base. When meeting recordings are automatically converted to text and structured into wiki-friendly formats, your team can easily edit, organize, and expand upon this content. For example, when onboarding new developers, you can record a technical walkthrough once, then transform it into a comprehensive wiki section that new team members can reference, edit, and improve over time.

This approach ensures your wiki remains the single source of truth, combining the spontaneity of video discussions with the accessibility of well-structured documentation.

Learn how to seamlessly integrate video content into your team wiki →

Real-World Documentation Use Cases

Internal Knowledge Base Development

Problem

Teams struggle with scattered documentation across multiple platforms, making it difficult to find and maintain accurate information

Solution

Implement a centralized wiki system where all departments contribute to a unified knowledge base with standardized templates and cross-linking

Implementation

1. Set up wiki platform with department-based namespaces 2. Create standardized page templates for different content types 3. Establish content governance policies and review processes 4. Train team members on wiki editing and linking best practices 5. Migrate existing documentation systematically

Expected Outcome

Reduced time spent searching for information by 60%, improved content accuracy through collaborative editing, and increased documentation coverage across all departments

Product Documentation Collaboration

Problem

Product teams need to coordinate documentation between developers, designers, and product managers with frequent updates and revisions

Solution

Create a product-focused wiki with role-based editing permissions and automated notifications for changes to critical documentation

Implementation

1. Design wiki structure around product features and releases 2. Configure user groups with appropriate editing permissions 3. Set up automated notifications for page changes 4. Integrate with development tools for automatic updates 5. Establish review workflows for public-facing content

Expected Outcome

Improved cross-team communication, faster documentation updates aligned with product releases, and reduced documentation debt

Customer Support Knowledge Management

Problem

Support teams lack a centralized, easily updatable resource for troubleshooting guides and frequently asked questions

Solution

Build a support-focused wiki that allows both support agents and customers to contribute to troubleshooting documentation and FAQs

Implementation

1. Create customer-facing and internal wiki sections 2. Implement search functionality optimized for support queries 3. Set up feedback mechanisms for content improvement 4. Train support staff on content creation and maintenance 5. Integrate wiki links into support ticket responses

Expected Outcome

Decreased average resolution time by 40%, improved first-contact resolution rates, and enhanced customer self-service capabilities

Process Documentation and Training

Problem

Organizations need to maintain up-to-date process documentation for training new employees and ensuring compliance

Solution

Develop a process-oriented wiki with workflow diagrams, step-by-step guides, and training materials that can be easily updated as processes evolve

Implementation

1. Map existing processes and identify documentation gaps 2. Create process templates with consistent formatting 3. Add visual elements like flowcharts and screenshots 4. Implement approval workflows for process changes 5. Link related processes and create learning paths

Expected Outcome

Reduced new employee onboarding time by 50%, improved process compliance, and streamlined process updates across the organization

Best Practices

✓ Establish Clear Content Governance

Create comprehensive guidelines for content creation, editing standards, and approval processes to maintain quality and consistency across your wiki

✓ Do: Define content ownership, review cycles, style guides, and establish clear escalation paths for content disputes
✗ Don't: Allow unrestricted editing without guidelines or fail to designate content owners for critical documentation

✓ Implement Strategic Linking Structure

Design a logical hierarchy and cross-linking strategy that makes content discoverable and creates meaningful relationships between related topics

✓ Do: Use descriptive page titles, create category systems, and regularly audit and update internal links to maintain navigation flow
✗ Don't: Create orphaned pages without proper linking or use generic titles that don't clearly indicate page content

✓ Maintain Active Content Curation

Regularly review, update, and archive outdated content to ensure your wiki remains a reliable and current source of information

✓ Do: Schedule periodic content audits, set up automated reminders for content reviews, and clearly mark outdated information
✗ Don't: Let outdated content accumulate without review or fail to communicate when information becomes obsolete

✓ Optimize for Search and Discovery

Structure content and metadata to enhance searchability and help users quickly find relevant information through multiple discovery paths

✓ Do: Use consistent tagging, create comprehensive search indexes, and provide multiple navigation pathways to important content
✗ Don't: Rely solely on hierarchical navigation or neglect to optimize page titles and descriptions for search functionality

✓ Foster Community Engagement

Encourage active participation from all team members by making contribution easy, recognizing contributors, and creating feedback mechanisms

✓ Do: Provide editing training, celebrate contributions, create discussion spaces, and make the editing process as simple as possible
✗ Don't: Create barriers to contribution or fail to acknowledge and respond to community feedback and suggestions

How Docsie Helps with Wiki

See How Docsie Can Help

Build Better Documentation with Docsie

Join thousands of teams creating outstanding documentation

Start Free Trial