Common Craft - Social Design for the Web: Wiki This- A Model for Customer Support Using Blogs and Wikis

Common Craft - Social Design for the Web: Wiki This- A Model for Customer Support Using Blogs and Wikis: "Blogs and message boards both suffer from the same problem- they are great for presenting emerging information, but poor at organizing it for future reference. The “good stuff” that people often need and companies often want to capture quickly gets buried among all the comments and messages."