Wiki-fying Docs: Is Using Customer-Accessible Wikis for End-User Documentation Gaining Momentum?
http://keycontent.org/tiki-index.php?page=Wiki-fying%20Docs%3A%20Is%20Using%20Customer-Accessible%20Wikis%20for%20End-User%20Documentation%20Gaining%20Momentum%3F

Kent, Betsy and Bill Albing
KeyContent.org
2009

Abstract:

While the effort to provide more interactivity and power to the end-user seems to suggest that we open up a wiki to allow them to add and edit content, the basic idea of a set of edited documentation is now challenged with a social network of participating customers, all of whom may now edit, add, and delete content. How social can you go? This article is an attempt to look at the process of evaluating the use of a wiki for end-user documentation, if such a thing can exist. Are the two types of customer content — wikis and end-user documentation — mutually exclusive?