Over here, instead of a web-board or something like that, management setup a chatroom on our IM server. They then encouraged everybody from front-line tech support up though the developers, sysadmins, engineers, and their managers to join. Attendance is encouraged but not mandatory, and it's been emphasized heavily that people are free to speak their minds about any subject including bashing management without reprisal -- just don't get into a flame-war. What resulted was the room became a mechanism to instantly escalate any issues which the tech support folks couldn't handle as well as a place where you could easily bounce new ideas around to find out how a change would be perceived by the various stakeholders. Our users got a huge win as most problems are now solved while the user is on the phone rather than having to wait while the ticket works itself up/down the hierarchy. The rest of us got a place to blow off steam as well as bounce ideas around people from diverse areas in similiar position levels.