To make them, you can use public forums, mailing lists, Web sites, chats or a combination. The key isn't technology, but the way it's used. Some technology companies understood years ago the value of creating online forums for their customers. Smart companies used the medium to learn, not just to promote the company line. One thing such early adopters discovered was that customers often can answer one another's queries more quickly than the company itself can.
Many businesses foolishly omit that outlet.
Gentle moderation may be needed to keep such discussions on track, but that shouldn't morph into arrogantly deleting postings that say unfriendly things about products. What tends to be overlooked, however, is how the intranet can build a sense of community internally, going far beyond E-mail. As with external communities, it's a mistake to think of internal electronic community building as a replacement for company picnics or watercooler chat. Instead, think of the intranet as a new way to make the job better for the staff, and for the company to operate smarter. The collective brainpower of any organization is greater than any individual's intelligence.