- knowledge capture and dissemination, which are glorified databases, but are highly configurable environments where you build your own customized solution using the vendor's tools (Zoho, Smartsheet, ZenDesk, et al). The end result is never as good as the demos they show you, because you suck at designing with their tools (because you have never done it before) and will do it wrong, and before you can fix it, too many people at your organization will have already adopted it, and you will always be stuck with a half-finished solution

It's like you've been looking over my shoulder the whole time ;_;

That said, thanks so much for your insights! If you'd be open to me further picking your brain, particularly about online community moderation, please let me know. What's here is really great, but I find myself wondering if showing you in more detail what I'm working with and discussing what we're going for might spark other thoughts. If you're not interested in that, then again, thank you for taking the time to collect and to share your experience with me.