From Gartner’s Mark McDonald:
Too many people think of a wiki as another knowledge management tool. Knowledge management tools are something that is separate from your day to day workflow. That attitude will need to change along with the technology that integrates wiki technology into the workflow in order to have people say ‘put it up on the wiki’ rather than inventing an ad hoc process that takes time, resources and puts bottlenecks in the flow of information.
As I found myself writing over and over again when describing the social tools I use, it’s all about workflow.
The best software keeps out the way and just lets you do stuff. There shouldn’t be anything new to learn, and the process should be completed within one or two clicks of a mouse.
It’s also individual, of course. What fits in my workflow might not fit in yours, and learning and knowledge technology needs to be able to fit in seamlessly, nonetheless.