Building a Community Forum for Crowdsourcing and Self Solving IT Solutions

I remember back when I worked at the university, they were looking at on boarding lithium there. The folks from lithium given this amazing piece of advice about building a community forum for crowdsourcing and self solving IT solutions. And exactly that, don't try and control actually. Listen and observe and then build the community in the direction they want it to go. It turned out nobody wanted to use that community for managing or dealing with it. So people had created their own channels in there for dealing with student services issues. This is now no longer an IT tool. This is moving over to student services and as far as I know, it's still going and running beautifully.