We need to work on this for the Drupal community.  I also have several commercial deliverables that I need to deliver this for on commercial Drupal sites.

I talked to Roland from Byght about this and he indicated that we should give people as many options as possible to contribute to support.  Let's look at support generally.

Forums work well for Mambo and Drupal.

Mailing lists and handbooks work well for Drupal.

Forums integrated with mailing lists work well for CivicSpace Labs.

Wiki's work well for WordPress and CiviCRM to provide support.

Categories are important for organizing information on a website.  Tags work well for users who want to categorize information.

Fergus is working on a module to promote content to book pages that I think will be powerful for the handbook.

Voting on responses is a popular model for encouraging reputation building or identifying effective responses.

I have been toying with building a 4.7 site to do it all and see what sticks and then refine.  I suspect each user support base will have different needs and could be customized off a base combination of modules.  I am definitely interested in collaborating.

Cheers,

Kieran