Wiki’s are not for everyone; banks can use for thought leadership
There is much talk about the importance of Web 2.0 and a new sub thread is evolving on the use of such tools within the enterprise, so lets look at Wiki’s in particular.
Andrew speaks eloquently here but I fear this school of thought is getting too caught up in the technology, and generalising about the tools. Typical Web 2.0 tools are quoted as Wikipedia, Flickr, MySpace, YouTube, del.icio.us, Digg, and I would agree on most of what is discussed on the utility of those tools, particularly with the inclusion of blogging. I think the customer interface and connection with the average user for these tools will need to be improved to be useful for everyone, but the basics are there. Tagging is a great example with del.isio.us leading that charge, but their interface is horrible. Nonetheless I remain convinced tagging will be core to online banking in the near future.
The exception could be wiki’s – useful as Wikipedia is, wiki’s are at best clunky and awkward for the average person. These statistics quoted on the Church of the Customer bear that out. Only 1-2% of wiki users actually contribute. This is not a bad thing, but it suggests Wiki’s are good for sharing evolutionary thoughts on an interest, authored by a few core leaders, and read by many. Wiki’s are not a tool for work sharing and interaction, which assumes equal participation.
Relevance to Bankwatch:
Many powerful tools are appearing, and they will change online banking. In particular, three tools to watch that smart Banks will lever are: