Vietnam Assistive Technology: Success Formula for Discussion Forums in Financial Services

I received a question this week related to Discussion Forums for Knowledge Sharing at Capital City Bank:

I successfully launched a discussion forum for a small group of lending assistants within my bank. That forum is still up and running. Since that time, I have attempted to introduce the discussion forum tool to two other work groups within the bank but I have not been very successful. I’ve used examples from the lending assistants as well as other benefits of the tool to demonstrate how its use would benefit the bank and these work groups. They see the benefit of the tool in a strict learning environment, but have difficulty seeing its use in an expanded role.

One of the things that this group has identified as one of their “problems” is that they receive too many emails. I presented the discussion forum as a solution to this problem, in that it would reduce the number of emails they receive because the information would not be in their in-box, and more importantly would allow discussion between the all the members (one to many) rather than one to one or one to a few. They pushed back because they felt that this was just one more place to go and one more thing to do. They were also concerned about the accuracy of the information that was published on the forum. I pointed out the benefit of correction of inaccurate information on a discussion forum is that it is visible and correctable - unlike information that is sent through email or other back channels of communication. I could go on… but I’m sure you get the picture.

I’m just having trouble getting traction and wondering what I can/should do better/different.

The one thing they were interested in finding out, is whether other financial institutions are using discussion forums and if so how. I was wondering you could help me find out if there are others, who they are and if they’d be willing to talk with me.

Great question. Of course, there’s no easy answers here, but lots we can discuss and learn around this.

In terms of finding people with experience on this, my first suggestion was using LinkedIn and particularly looking through LinkedIn Guide for Knowledge Workers, LinkedIn for Finding Expertise, and Searching for Expertise - LinkedIn Answers. This is in process. I’ll also reach out via twitter. If you have other ideas or if you are at a financial institution and are willing to have a discussion with this person, please drop me a comment/email.

Of course, there’s a lot of great information out there on this via eLearning Learning under terms like Discussion Forum, Collaboration in Discussion Forums, Discussion Forum Adoption, Benefits of Discussion Forums, Discussion Forum Case Studies. I also checked out Nancy White’s Communities and Networks site under Discussion Forums, Case Studies of Discussion Forums, and Community Building and Discussion Forums.

I found a lot of great stuff. Let me start with some of the ones that are probably more relevant to this particular inquiry: