They might even get piled together to bring the kingdom down. There are two ways to accomplish Internet Reference either by email or by database. Reference via email Email reference is the easiest to do from a website design perspective but be advised has many workflow issues. Once three issues are resolved you are home free. First is the email account nightmare.
Email is managed by account.
Your page will display a simple mailto link, the user keys in his query and off it goes. That is the easy part. A generic account lets several people access where a specific name causes problems when that person is sick or on vacation. Next the question needs to be opened and answered correctly in a timely manner. I would suggest a business day or twenty-four hours might be a reasonable response rate, but the quicker the better.