Within hours an expert who has already solved the problem may reply. More often than not this starts a debate as to which approach is best in this particular circumstance. Thus, a customer service manager in Atlanta may receive the information they need to help the customer from a specialist in Finland. An important decision has to be made. Several alternatives are mooted.
Debate is invited.
New avenues are opened. Helpful criteria are suggested. Groups who may be affected make the organisational impact clear. Many product managers use this approach to help them decide which product features are important. Other management teams use such a forum to help prioritise investment decisions.