We run an internal wiki with a lot of customer support FAQs, HOWTOs, and other random notes. We are now looking at creating a customer-fronting wiki that we can move stuff in to and let them self-serve. I've tried various knowledge base and FAQ tools but they just never seem to be flexible and easy to manage.
We (at the company) intend writing or maintaining pretty much all of the documentation. A few fans might edit and fix odd bits but we are not counting on it in the near term.
For those that have produced wikis for helping customers support themselves, what tips would you like to share?
Any pitfalls to avoid?
What about the way you organise things?