Case Study: Experts Online

Experts Online was a free service provided to members of the Networks Online group, a grouping of voluntary sector networks and projects which have added their own ‘extranet’ (shared and private online spaces) to an existing extranet run by the charity ruralnet|uk.

Members maintained their own private online areas for their membership. Uses included: holding a shared archive of key documents or templates; a list of members and descriptions of their work; interactive discussion areas. Members of Networks Online also shared free services and expertise within online forums that every member network can see and use, and to which everyone can contribute.

Experts Online was one of these shared areas. It consisted of a set of forums covering different themes of interest to the voluntary sector, such as business planning and community engagement. One such area was the Computers & Communications Forum.

Any member of a participating network could ask questions, browse the questions and answers generated by others, and answer questions posed by others. However, as speedy answers from peers could not always be guaranteed, the forums were monitored by 'experts' - practitioners who could draw on their own experience and knowledge. They also kept the forums tidy and raise points of interest. 'Experts' received fees or quid-pro-quo benefits for their contribution.

Participating networks included ruralnet|online (the Rural Development Community); CAN Online (Community Action Network of Social Entrepreneurs); Direct Support (UK Online Centres) and many others. A charge was levied by ruralnet|uk’s trading arm to establish and maintain access to the extranet, but once within the shared areas services were free. Regardless of who staffed which forum, and who asks a question, all members benefit. Templates, tools and sample applications could be offered and shared, and were held in Knowledge Banks.