People may prefer to talk to people. If possible, there should be a way for them to do so. A list of acknowledged experts in each field. A discussion forum. User profiles. That sort of thing.
Struck me that this may be the trickiest thing to implement.
First: Does the "expert" actually WANT to talk to the newbie? They may not want to be bombarded by calls / e-mails by people asking "stupid questions". Experts have their jobs to do too. Is there a way to make availability rewarding for the expert? Maybe this concern is a result of my own past experience rather than the reality for most folks.....
Second: Is there an organizational structure that encourages talk between managers rather than between front-line workers? OK - for me to talk to Joe in accounting, I need to talk to my manager, who then talks to his manager to see if Joe has time to talk to me. Depending on how
Third: The knee-jerk organizational reaction to most things having to do with discussion boards, wikis, etc - who's going to make sure that the information is "right"?
In my own attempts to create a better support system for our enterprise application, I'm finding that the idea of a resource area (with links, tutorials, documentation etc) is being much better received than the idea of a super-user community. A resource where people can talk across departments and share solutions.
I haven't quite figured out why there is so much quiet resistance to the notion of a user network. Fear of more meetings? A need to have someone "responsible" for the group? Fear of sharing knowledge, therefore making yourself less valuable? Lack of management control / protection?
I know this will be a cultural change. A more significant one than I had initially expected. How does one go about creating / encouraging / supporting an organization-wide user community?