Feedback in a professional wiki

1. User feedback

2. Self-evaluation

3. Feedback from the group/ Assesssing the rubrics

1. User feedback

User feedback is information collected directly from the wiki from or about users, to gauge their level of satisfaction. This type of first-party data is collected using a range of methods from website surveys to comment cards and is collected across devices ranging from laptops to mobile apps. With a customer-centric approach, user feedback is vital to better understanding intent, needs, and experiences to improve the user experience, satisfaction, and loyalty when using the internal professional institution WikiKita.

• Enhancing user experience
• Measuring marketing effectiveness - opening the wiki for topics and groups of users - see also here
• Optimizing online support capabilities
• Improving user engagement - see the goals defined here

How to collect user feedback on the Wiki website?

1. Individual feedback collects individually focused feedback which can be used as a user service tool that demands quick response and is a source for individualized information. As a result, this method is focused on remediation and can be an effective outlet for customers to vent directly to the brand instead of venting on social media or review sites.
2. Triggered website feedback targets a specific audience and collects feedback via survey, based on specific questions. It is a method that is generally used to optimize sections of a website or understand specific site behavior.
3. Representative feedback is for strategic decision-making and invites a portion of the wiki users to leave their feedback at the end of their visit. Focused representative research is important for clear user insights around the wiki and for quantifying perception and performance tracking. Present strategies and content can be evaluated, guidelines for future development can be shaped, and internal alignment can be created.

Why is collecting wiki feedback important?

User feedback is critical to understanding the customer experience as it provides context to users' behavior. Crucial information can be obtained with effects on improvement in the editorial and content area. There is a variety of ways to collect feedback online. 

User feedback is also feedback to the users, about their performance on the wiki. All of the users are readers of wiki articles, some have writing rights and some of them have editing and administering rights. All of them need feedback. Therefore, rubrics are developed and offered for orientation on the wiki general site. It is also important to assess and develop the transversal competencies of users, be it authors, editors or readers without the right to write.

Transversal Competencies are competencies that are transferable between jobs. They are what used to be described as "experience," 'soft skills' or' emotional intelligence. They are skills useful across jobs and job sectors. Transversal competencies are seen as the new global human currency. Yet, how can they be embedded in curricula and be assessed?

There are different models of getting to grips with transversal competencies by categorizing them and finding assessment tools for each category. We need a flexible adaptable digital assessment model.

Transversal skills can be assessed by adapting the Assessment of Transversal Skills 2020 (ATS2020) for the respective assessment needs. This learning model is focussed on a on continuous, individualized and reflective learning, and presentation of the way and outcome in learning journals and e-portfolios.

2. Self evaluation

Self evaluation is a basic element of learning and assessment models and practices. It is defined as "a procedure to systematically observe, analyze and value one's own professional action and its results in order to stabilize or improve it". It is a constant and dynamic process which takes into account input and output, teaching and learning, collaboration and individual work, reflecting and analyzing.

Some ideas for self assessment grids for collaboration and writing skills for WikiKita can be found in the Evidence of progress content.

3. Feedback from the group/ Assessing the rubrics

One of the tasks was to discuss the rubrics chosen and in which way they contribute to feedbacking the learners.

After having discussed in a group with two other participants of the course what good feedback is, we explored and discussed digital tools for feedback and planning within the group. We especially took the development and appliance of transversal skills into consideration.

The developed rubrics will be uploaded in the "How to wiki" category, for universal use for authors to know the standards and for editors to give feedback on articles and guide the alterations into the right direction.

Creating the rubrics developed for WikiKita writers, my colleagues liked that the writing rubric helped wiki authors participate in giving comments, know about the desired standards, and have some clues about how to write. Other wiki users can leave their comments in the discussion section. For wiki editors, the grid turns also out ot be useful, as it helps to feedback the authors in a specific, individual way.

For the professional wiki, the internally approved apps have to be used: webex meet for conferences, the windows and libre office suite, the internal folders within the data structure and intranet for shared documents, OBS Studio for screencasts. There are apps like camera, voice recorders, etc., which are within the facility's network, so they are safe to deliver content for feedback.

Resources:

Astute Emplifi Corp. How to Collect Website Feedback from Your Customers. (2021). https://astutesolutions.com/customer-feedback

Vivagogy. Heron, Chris. What is a transversal competency?. (2019). http://vivagogy.com/2019/03/04/transversal-competencies-2/

Vista, Alvin. Assessment for transversal competencies. (2019).https://www.researchgate.net/figure/Transversal-Competencies_fig1_333700936

Valits Project Consortium. (2021). https://valits.eu/old/results/

scil Swiss Competence Center for Learning (2020). https://www.scil.ch/2020/10/10/assessment-of-transversal-skills-2020-ats2020/

Selbstevaluation.de (2021). https://www.selbstevaluation.de/home/