--- title: "Knowledge Management and Participation: My Question to Jimmy Wales of Wikipedia" description: "Knowledge Management and Participation: My Question to Jimmy Wales of Wikipedia" image: https://blog.servicecouncil.com/hs-fs/file-3344696495-jpg/blog-files/img_3219-300x225.jpg --- [![The Service Counsil](https://blog.servicecouncil.com/hs-fs/hubfs/The-ServiceCounsil-Images/tsc-NEW-logo.fw_.png?width=1432&height=234&name=tsc-NEW-logo.fw_.png)](http://servicecouncil.com/) - [Research](http://servicecouncil.com/research/) - [Full Research Library](http://servicecouncil.com/research/) - [Research Track: Customer Experience](http://servicecouncil.com/about-us/careers/#) - [Research Track: Field Service](http://servicecouncil.com/about-us/careers/#) - [Research Track: Service Data & Knowledge](http://servicecouncil.com/about-us/careers/#) - [Research Track: Service Innovation & Enabling Technologies](http://servicecouncil.com/about-us/careers/#) - [Research Track: Service Strategy & Growth](http://servicecouncil.com/about-us/careers/#) - [Research Track: Service Supply Chain](http://servicecouncil.com/about-us/careers/#) - [Community](http://servicecouncil.com/community/) - [Events](http://servicecouncil.com/events/) - [Blog](http://servicecouncil.com/blog/) - [Join](http://servicecouncil.com/community/registration/) - [TSC Newsletter](https://events.servicecouncil.com/newsletter-access) - [Research](http://servicecouncil.com/research/) - [Full Research Library](http://servicecouncil.com/research/) - [Research Track: Customer Experience](http://servicecouncil.com/about-us/careers/#) - [Research Track: Field Service](http://servicecouncil.com/about-us/careers/#) - [Research Track: Service Data & Knowledge](http://servicecouncil.com/about-us/careers/#) - [Research Track: Service Innovation & Enabling Technologies](http://servicecouncil.com/about-us/careers/#) - [Research Track: Service Strategy & Growth](http://servicecouncil.com/about-us/careers/#) - [Research Track: Service Supply Chain](http://servicecouncil.com/about-us/careers/#) - [Community](http://servicecouncil.com/community/) - [Events](http://servicecouncil.com/events/) - [Blog](http://servicecouncil.com/blog/) - [Join](http://servicecouncil.com/community/registration/) - [TSC Newsletter](https://events.servicecouncil.com/newsletter-access) # The Service Council's Blog # Knowledge Management and Participation: My Question to Jimmy Wales of Wikipedia Posted by [Sumair Dutta](https://blog.servicecouncil.com/author/sumair-dutta) on Jun 2, 2015 2:06:03 PM - [Tweet](https://twitter.com/share) Over the course of the previous 3-4 weeks, I’ve had the privilege to attend some wonderful user and customer conferences. One of these was the [IFS World Conference](http://www.ifsworld.com/en/news-and-events/events/world-conference-2015/) held in Boston. The conference featured the announcement of major milestones (1m worldwide users for IFS Applications) and the continued push around IFS Applications 9 to customers and prospects. The conference also featured a keynote from [Jimmy Wales](http://en.wikipedia.org/wiki/Jimmy_Wales), Founder of Wikipedia. In his speech, Wales spoke about innovation, disruption, and the principles of business and community growth. (Did you know? In 1919, it took 62 days to get across the US). He also spoke of the mission of Wikipedia (seem image below) and the challenges tied to diversifying Wikipedia’s contributing community. [![Wikipedia Founder Jimmy Wales, IFS World Conference, May 2015.](https://blog.servicecouncil.com/hs-fs/file-3344696495-jpg/blog-files/img_3219-300x225.jpg?width=300&height=225&name=img_3219-300x225.jpg)](https://blog.servicecouncil.com/hs-fs/file-3344696495-jpg/blog-files/img_3219-300x225.jpg) Wikipedia Founder Jimmy Wales, IFS World Conference, May 2015. After the keynote session, I had the opportunity to introduce myself to Mr. Wales and I managed to shoot over one question. The question revolved around knowledge management and why major organizational initiatives around knowledge management struggle. It seemed like an appropriate question for someone who has supported and enabled the creation of one of the largest and most effective knowledge sharing platforms. His answer (and my interpretation of his answer) focused on three challenges: - **Design** - Organizational knowledge systems are typically not designed by average users and therefore difficult to access, navigate, and use. - **Focus** - Organizational focus on knowledge isn’t strategic to the point where knowledge is treated as an asset. At all levels of the organization, knowledge creation, categorization, and curation, are treated as side projects and not as strategic initiatives. - **Culture** - It still isn’t ok to ask for help. Culturally, asking for help can be viewed as a weakness especially when we are all supposed to be ‘experts’ in our fields. These are all extremely interesting topics as we embark on a research project tied to knowledge management for service effectiveness. The project will also focus on the extension of knowledge to customers to improve customer self-service opportunities. If interested in participating in the research or in sharing your knowledge journey, feel free to reach out to me at [sd@servicecouncil.com](mailto:sd@servicecouncil.com) or via @suma1r on twitter. On a final note, Wales shared a video highlighting the impact of knowledge access on social change. Do spend a minute on this - \[embed\]https://www.youtube.com/watch?v=0nTVAmstteM\[/embed\] Topics: [Jimmy Wales](https://blog.servicecouncil.com/topic/jimmy-wales), [Wikipedia](https://blog.servicecouncil.com/topic/wikipedia), [IFS](https://blog.servicecouncil.com/topic/ifs), [Perspective](https://blog.servicecouncil.com/topic/perspective), [knowledge management](https://blog.servicecouncil.com/topic/knowledge-management), [IFS World Conference 2015](https://blog.servicecouncil.com/topic/ifs-world-conference-2015) ### Subscribe to Email Updates ## The Service Council ### Who Are We? The Service Council serves as a learning, engagement, and networking platform for the broader community of service and customer management executives. Members can sharpen their strategy with the aid of: - Research Data - Analysis and Insight - Access to Community Events Check out our: - Research [Library](http://servicecouncil.com/research/) - Archived [Webcasts](http://servicecouncil.com/research/#tab-t5) - Interviews and [Podcasts](http://servicecouncil.com/research/#tab-t6) - Membership [Overview](http://servicecouncil.com/community/registration/) ### Posts by Topic - [Perspective (44)](https://blog.servicecouncil.com/topic/perspective) - [Field Service (38)](https://blog.servicecouncil.com/topic/field-service) - [News (20)](https://blog.servicecouncil.com/topic/news) - [IoT (12)](https://blog.servicecouncil.com/topic/iot) - [Internet of Things (8)](https://blog.servicecouncil.com/topic/internet-of-things) - [mobile (8)](https://blog.servicecouncil.com/topic/mobile) - [customer service (6)](https://blog.servicecouncil.com/topic/customer-service) - [augmented reality (5)](https://blog.servicecouncil.com/topic/augmented-reality) - [field technicians (5)](https://blog.servicecouncil.com/topic/field-technicians) - [Customer Experience (4)](https://blog.servicecouncil.com/topic/customer-experience) - [ServiceMax (4)](https://blog.servicecouncil.com/topic/servicemax) - [safety (4)](https://blog.servicecouncil.com/topic/safety) - [service culture (4)](https://blog.servicecouncil.com/topic/service-culture) - [service excellence (4)](https://blog.servicecouncil.com/topic/service-excellence) - [Mobile Hardware (3)](https://blog.servicecouncil.com/topic/mobile-hardware) - [PTC (3)](https://blog.servicecouncil.com/topic/ptc) - [Service Innovation (3)](https://blog.servicecouncil.com/topic/service-innovation) - [Service Management (3)](https://blog.servicecouncil.com/topic/service-management) - [Service transformation (3)](https://blog.servicecouncil.com/topic/service-transformation) - [SightCall (3)](https://blog.servicecouncil.com/topic/sightcall) - [big data (3)](https://blog.servicecouncil.com/topic/big-data) - [clicksoftware (3)](https://blog.servicecouncil.com/topic/clicksoftware) - [customer success (3)](https://blog.servicecouncil.com/topic/customer-success) - [knowledge management (3)](https://blog.servicecouncil.com/topic/knowledge-management) - [mobile field service (3)](https://blog.servicecouncil.com/topic/mobile-field-service) - [mobile maturity (3)](https://blog.servicecouncil.com/topic/mobile-maturity) - [ratings (3)](https://blog.servicecouncil.com/topic/ratings) - [2016 trends (2)](https://blog.servicecouncil.com/topic/2016-trends) - [3D printers (2)](https://blog.servicecouncil.com/topic/3d-printers) - [3D printing (2)](https://blog.servicecouncil.com/topic/3d-printing) - [IFS (2)](https://blog.servicecouncil.com/topic/ifs) - [Mobile Apps (2)](https://blog.servicecouncil.com/topic/mobile-apps) - [Service Strategy (2)](https://blog.servicecouncil.com/topic/service-strategy) - [Talent Management (2)](https://blog.servicecouncil.com/topic/talent-management) - [Uncategorized (2)](https://blog.servicecouncil.com/topic/uncategorized) - [collaboration (2)](https://blog.servicecouncil.com/topic/collaboration) - [customer engagement (2)](https://blog.servicecouncil.com/topic/customer-engagement) - [customer satisfaction (2)](https://blog.servicecouncil.com/topic/customer-satisfaction) - [customer value (2)](https://blog.servicecouncil.com/topic/customer-value) - [employee engagement (2)](https://blog.servicecouncil.com/topic/employee-engagement) - [field agents (2)](https://blog.servicecouncil.com/topic/field-agents) - [field engineers (2)](https://blog.servicecouncil.com/topic/field-engineers) - [mobile devices (2)](https://blog.servicecouncil.com/topic/mobile-devices) - [powerball (2)](https://blog.servicecouncil.com/topic/powerball) - [self-service (2)](https://blog.servicecouncil.com/topic/self-service) - [service parts (2)](https://blog.servicecouncil.com/topic/service-parts) - [service supply chain management (2)](https://blog.servicecouncil.com/topic/service-supply-chain-management) - [star wars (2)](https://blog.servicecouncil.com/topic/star-wars) - [symposium (2)](https://blog.servicecouncil.com/topic/symposium-2) - [video (2)](https://blog.servicecouncil.com/topic/video) - [APX Labs (1)](https://blog.servicecouncil.com/topic/apx-labs) - [Aging Workforce (1)](https://blog.servicecouncil.com/topic/aging-workforce) - [BioTek Instruments (1)](https://blog.servicecouncil.com/topic/biotek-instruments) - [CRM (1)](https://blog.servicecouncil.com/topic/crm) - [Chris Westlake (1)](https://blog.servicecouncil.com/topic/chris-westlake) - [Coca Cola Enterprises (1)](https://blog.servicecouncil.com/topic/coca-cola-enterprises) - [ColdLight (1)](https://blog.servicecouncil.com/topic/coldlight) - [Compensation (1)](https://blog.servicecouncil.com/topic/compensation) - [Contract & Warranty Management (1)](https://blog.servicecouncil.com/topic/contract-warranty-management) - [Customer Journey Mapping (1)](https://blog.servicecouncil.com/topic/customer-journey-mapping) - [ERP (1)](https://blog.servicecouncil.com/topic/erp) - [Europe (1)](https://blog.servicecouncil.com/topic/europe) - [Field Engineer (1)](https://blog.servicecouncil.com/topic/field-engineer) - [Fleet Management (1)](https://blog.servicecouncil.com/topic/fleet-management) - [Frances X. Frei (1)](https://blog.servicecouncil.com/topic/frances-x-frei) - [GE Digital (1)](https://blog.servicecouncil.com/topic/ge-digital) - [GE Software (1)](https://blog.servicecouncil.com/topic/ge-software) - [GPS (1)](https://blog.servicecouncil.com/topic/gps) - [HP (1)](https://blog.servicecouncil.com/topic/hp) - [HVAC (1)](https://blog.servicecouncil.com/topic/hvac) - [Hewlett Packard (1)](https://blog.servicecouncil.com/topic/hewlett-packard) - [IFS World Conference 2015 (1)](https://blog.servicecouncil.com/topic/ifs-world-conference-2015) - [IT (1)](https://blog.servicecouncil.com/topic/it) - [Inbound (1)](https://blog.servicecouncil.com/topic/inbound) - [Industrial Internet of Things (1)](https://blog.servicecouncil.com/topic/industrial-internet-of-things) - [Ingersoll Rand (1)](https://blog.servicecouncil.com/topic/ingersoll-rand) - [Jimmy Wales (1)](https://blog.servicecouncil.com/topic/jimmy-wales) - [KONE Elevator (1)](https://blog.servicecouncil.com/topic/kone-elevator) - [KPIs (1)](https://blog.servicecouncil.com/topic/kpis) - [LiveWorx (1)](https://blog.servicecouncil.com/topic/liveworx) - [LogMeIn (1)](https://blog.servicecouncil.com/topic/logmein) - [Logistics (1)](https://blog.servicecouncil.com/topic/logistics) - [Marketing (1)](https://blog.servicecouncil.com/topic/marketing) - [Mechanical (1)](https://blog.servicecouncil.com/topic/mechanical) - [Member Questions (1)](https://blog.servicecouncil.com/topic/member-questions) - [Millenials (1)](https://blog.servicecouncil.com/topic/millenials) - [Mobility (1)](https://blog.servicecouncil.com/topic/mobility) - [Motivation (1)](https://blog.servicecouncil.com/topic/motivation) - [Omni-Channel Customer Service (1)](https://blog.servicecouncil.com/topic/omni-channel-customer-service) - [Perfect Service Visit (1)](https://blog.servicecouncil.com/topic/perfect-service-visit) - [Pitfall Avoidance (1)](https://blog.servicecouncil.com/topic/pitfall-avoidance) - [Predictive Analytics (1)](https://blog.servicecouncil.com/topic/predictive-analytics) - [Repair Depot (1)](https://blog.servicecouncil.com/topic/repair-depot) - [RescueLens (1)](https://blog.servicecouncil.com/topic/rescuelens) - [SMB (1)](https://blog.servicecouncil.com/topic/smb) - [Safelite Autoglass (1)](https://blog.servicecouncil.com/topic/safelite-autoglass) - [Sales (1)](https://blog.servicecouncil.com/topic/sales) - [Scheduling & Routing (1)](https://blog.servicecouncil.com/topic/scheduling-routing) - [ScopeAR (1)](https://blog.servicecouncil.com/topic/scopear) - [Sean Jordan (1)](https://blog.servicecouncil.com/topic/sean-jordan) - [Self-Support (1)](https://blog.servicecouncil.com/topic/self-support) - [Service Data (1)](https://blog.servicecouncil.com/topic/service-data) - [Service Parts Management (1)](https://blog.servicecouncil.com/topic/service-parts-management) - [Service Products (1)](https://blog.servicecouncil.com/topic/service-products) - [Small and Mid-Sized Business (1)](https://blog.servicecouncil.com/topic/small-and-mid-sized-business) - [Smarter Services (1)](https://blog.servicecouncil.com/topic/smarter-services) - [Superbowl (1)](https://blog.servicecouncil.com/topic/superbowl) - [Technician (1)](https://blog.servicecouncil.com/topic/technician) - [Technology Evaluation (1)](https://blog.servicecouncil.com/topic/technology-evaluation) - [Technology Investment Trends (1)](https://blog.servicecouncil.com/topic/technology-investment-trends) - [ThingWorx (1)](https://blog.servicecouncil.com/topic/thingworx) - [Trends (1)](https://blog.servicecouncil.com/topic/trends) - [Uncommon Service (1)](https://blog.servicecouncil.com/topic/uncommon-service) - [Virtual Reality (1)](https://blog.servicecouncil.com/topic/virtual-reality) - [Vivint (1)](https://blog.servicecouncil.com/topic/vivint) - [Wikipedia (1)](https://blog.servicecouncil.com/topic/wikipedia) - [Xerox Corporation (1)](https://blog.servicecouncil.com/topic/xerox-corporation) - [Zappos (1)](https://blog.servicecouncil.com/topic/zappos) - [accidents (1)](https://blog.servicecouncil.com/topic/accidents) - [advisory board (1)](https://blog.servicecouncil.com/topic/advisory-board) - [aftermarket (1)](https://blog.servicecouncil.com/topic/aftermarket) - [agenda (1)](https://blog.servicecouncil.com/topic/agenda) - [airbnb (1)](https://blog.servicecouncil.com/topic/airbnb) - [assisted reality (1)](https://blog.servicecouncil.com/topic/assisted-reality) - [calm technology (1)](https://blog.servicecouncil.com/topic/calm-technology) - [caugnate (1)](https://blog.servicecouncil.com/topic/caugnate) - [clickconnect (1)](https://blog.servicecouncil.com/topic/clickconnect) - [communications (1)](https://blog.servicecouncil.com/topic/communications) - [connected products (1)](https://blog.servicecouncil.com/topic/connected-products) - [connected service (1)](https://blog.servicecouncil.com/topic/connected-service) - [consumer ratings (1)](https://blog.servicecouncil.com/topic/consumer-ratings) - [consumerization (1)](https://blog.servicecouncil.com/topic/consumerization) - [contingent labor (1)](https://blog.servicecouncil.com/topic/contingent-labor) - [culture (1)](https://blog.servicecouncil.com/topic/culture) - [customer centricity (1)](https://blog.servicecouncil.com/topic/customer-centricity) - [customer experience design (1)](https://blog.servicecouncil.com/topic/customer-experience-design) - [customer experience management (1)](https://blog.servicecouncil.com/topic/customer-experience-management) - [deflategate (1)](https://blog.servicecouncil.com/topic/deflategate) - [diebold (1)](https://blog.servicecouncil.com/topic/diebold) - [disney university (1)](https://blog.servicecouncil.com/topic/disney-university) - [distracted driving (1)](https://blog.servicecouncil.com/topic/distracted-driving) - [doug lipp (1)](https://blog.servicecouncil.com/topic/doug-lipp) - [driver safety (1)](https://blog.servicecouncil.com/topic/driver-safety) - [efficiency (1)](https://blog.servicecouncil.com/topic/efficiency) - [employee empowerment (1)](https://blog.servicecouncil.com/topic/employee-empowerment) - [enabling technology (1)](https://blog.servicecouncil.com/topic/enabling-technology) - [engagement (1)](https://blog.servicecouncil.com/topic/engagement) - [enterprise value (1)](https://blog.servicecouncil.com/topic/enterprise-value) - [experience (1)](https://blog.servicecouncil.com/topic/experience) - [field service management (1)](https://blog.servicecouncil.com/topic/field-service-management) - [field service performance (1)](https://blog.servicecouncil.com/topic/field-service-performance) - [field service technology (1)](https://blog.servicecouncil.com/topic/field-service-technology) - [field work (1)](https://blog.servicecouncil.com/topic/field-work) - [field workers (1)](https://blog.servicecouncil.com/topic/field-workers) - [field workforce (1)](https://blog.servicecouncil.com/topic/field-workforce) - [fieldbit (1)](https://blog.servicecouncil.com/topic/fieldbit) - [fieldone (1)](https://blog.servicecouncil.com/topic/fieldone) - [first-time fix (1)](https://blog.servicecouncil.com/topic/first-time-fix) - [fleetmatics (1)](https://blog.servicecouncil.com/topic/fleetmatics) - [greenroad (1)](https://blog.servicecouncil.com/topic/greenroad) - [iPad (1)](https://blog.servicecouncil.com/topic/ipad) - [iPhone (1)](https://blog.servicecouncil.com/topic/iphone) - [isolation (1)](https://blog.servicecouncil.com/topic/isolation) - [key performance indicators (1)](https://blog.servicecouncil.com/topic/key-performance-indicators) - [keynote (1)](https://blog.servicecouncil.com/topic/keynote) - [knowledge managment (1)](https://blog.servicecouncil.com/topic/knowledge-managment) - [librestream (1)](https://blog.servicecouncil.com/topic/librestream) - [live video (1)](https://blog.servicecouncil.com/topic/live-video) - [livegenic (1)](https://blog.servicecouncil.com/topic/livegenic) - [machines (1)](https://blog.servicecouncil.com/topic/machines) - [maximize (1)](https://blog.servicecouncil.com/topic/maximize) - [mean time to repair (1)](https://blog.servicecouncil.com/topic/mean-time-to-repair) - [meant time to resolution (1)](https://blog.servicecouncil.com/topic/meant-time-to-resolution) - [messaging (1)](https://blog.servicecouncil.com/topic/messaging) - [metrics (1)](https://blog.servicecouncil.com/topic/metrics) - [microsoft (1)](https://blog.servicecouncil.com/topic/microsoft) - [mixed reality (1)](https://blog.servicecouncil.com/topic/mixed-reality) - [mobile applications (1)](https://blog.servicecouncil.com/topic/mobile-applications) - [mobile workers (1)](https://blog.servicecouncil.com/topic/mobile-workers) - [multi-channel service (1)](https://blog.servicecouncil.com/topic/multi-channel-service) - [net promoter score (1)](https://blog.servicecouncil.com/topic/net-promoter-score) - [people (1)](https://blog.servicecouncil.com/topic/people) - [perceptions (1)](https://blog.servicecouncil.com/topic/perceptions) - [planning (1)](https://blog.servicecouncil.com/topic/planning) - [pristine (1)](https://blog.servicecouncil.com/topic/pristine) - [relationship management (1)](https://blog.servicecouncil.com/topic/relationship-management) - [remote service (1)](https://blog.servicecouncil.com/topic/remote-service) - [research (1)](https://blog.servicecouncil.com/topic/research) - [resolutiontube (1)](https://blog.servicecouncil.com/topic/resolutiontube) - [retention (1)](https://blog.servicecouncil.com/topic/retention) - [revenue (1)](https://blog.servicecouncil.com/topic/revenue) - [scientific games (1)](https://blog.servicecouncil.com/topic/scientific-games) - [scott geller (1)](https://blog.servicecouncil.com/topic/scott-geller) - [service (1)](https://blog.servicecouncil.com/topic/service) - [service automation (1)](https://blog.servicecouncil.com/topic/service-automation) - [service business (1)](https://blog.servicecouncil.com/topic/service-business) - [service collaboration (1)](https://blog.servicecouncil.com/topic/service-collaboration) - [service cost (1)](https://blog.servicecouncil.com/topic/service-cost) - [service design (1)](https://blog.servicecouncil.com/topic/service-design) - [service leaders (1)](https://blog.servicecouncil.com/topic/service-leaders) - [service outsourcing (1)](https://blog.servicecouncil.com/topic/service-outsourcing) - [service priority (1)](https://blog.servicecouncil.com/topic/service-priority) - [service sales (1)](https://blog.servicecouncil.com/topic/service-sales) - [service value (1)](https://blog.servicecouncil.com/topic/service-value) - [service workforce (1)](https://blog.servicecouncil.com/topic/service-workforce) - [talent (1)](https://blog.servicecouncil.com/topic/talent) - [thanksgiving (1)](https://blog.servicecouncil.com/topic/thanksgiving) - [the force (1)](https://blog.servicecouncil.com/topic/the-force) - [third-party technicians (1)](https://blog.servicecouncil.com/topic/third-party-technicians) - [tyco simplexgrinnell (1)](https://blog.servicecouncil.com/topic/tyco-simplexgrinnell) - [uber (1)](https://blog.servicecouncil.com/topic/uber) - [utilities (1)](https://blog.servicecouncil.com/topic/utilities) - [verizon (1)](https://blog.servicecouncil.com/topic/verizon) - [vidcie (1)](https://blog.servicecouncil.com/topic/vidcie) - [voice of the customer (1)](https://blog.servicecouncil.com/topic/voice-of-the-customer) - [well-being (1)](https://blog.servicecouncil.com/topic/well-being) - [workforce engagement (1)](https://blog.servicecouncil.com/topic/workforce-engagement) - [workforce management (1)](https://blog.servicecouncil.com/topic/workforce-management) - [xmreality (1)](https://blog.servicecouncil.com/topic/xmreality) see all © 2021 Service Council™ info@servicecouncil.com | 857 400 8690 - - -