This isn’t a new idea. Companies have repeatedly shown the value of doing this with their customers. Now, though, you can readily apply the same tools and practices inside your firm. The solution has 4 parts: Use the collaboration platform to store answers you already have. Post all new issues as forums on the platform (and nudge users to post their issues there as well). Recognize and rewards users who provide feedback or help answer questions. Assign a curator for every application support team and every help desk who’ll be responsible for content and for interaction with users online (monitoring and responding). IT and HR teams are already doing most of this this work. They’re just doing it – and doing it less effectively – on their own information islands. By coordinating support efforts around the use of a searchable set of forums, you make a single, universal search box the point of user contact instead of a phone number. - johnstepper.com