Key Performance Indicators for Evaluating Corporate Wikis for Knowledge Management

Abstract

This paper presents a methodology for assessing and improving the quality of information provided by corporate wikis. Regarding the assessment, we present two KPIs for measuring relative demand and relative usefulness of wiki articles, including corresponding processes and data model. In regard to improving quality, we use the KPIs to classify the articles. For this classification, we introduce four categories and discuss possible actions for reducing information overload and increasing the visibility of articles. To prove our methodology, we analyze an existing corporate wiki of a large European enterprise in the chemical industry. Its articles are used to demonstrate how the proposed KPIs can contribute to knowledge management by improving the information quality.