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A forum is more likely to result in customer contributions and customers helping one another.
Unlike a wiki, a forum does not involve a learning curve or a significant management overhead, and more importantly a forum can turnaround a speedy response to desperate requests for help, which is important should such a need arrive out of hours.
If necessary knowledge can be elicited from a forum and condensed into the current format, though tutorials and faq's set as stickies would be much better.
With a Forum, staff can share the moderation chores.
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A forum is more likely to result in customer contributions and customers helping one another.
Unlike a wiki, a forum does not involve a learning curve or a significant management overhead, and more importantly a forum can turnaround a speedy response to desperate requests for help, which is important should such a need arrive out of hours.
If necessary knowledge can be elicited from a forum and condensed into the current format, though tutorials and faq's set as stickies would be much better.
With a Forum, staff can share the moderation chores.
A Forum could reduce the number of support [at] modwest.com requests whereas a Wiki could increase them.
Most times I don't want a discussion - I want an answer. While I probably would use a forum, I think a "codex" of official knowledge is a requirement.