There?s about 1 million things wrong with the diagram, don?t try to think to hard about what it has to say, you may hurt your self.
If I understand this diagram correctly, the only way for data to get out of the forums and knowledgebase is through e-mail, which incidentally doesn?t go to the users or the business? Looks quite productive?
The knowledge base is a vast data sink-hole. Data goes in, but it never gets out.
The ONLY way to get data out of anything in this system is to A) Be one of the select few to get the data randomly through e-mail/NNTP or B) An ingenious new e-mail based command prompt interface. Additinally, the only retrievable data comes from the users, and not the business.
There are two times as many people working in the business than are users.
The users do two times as much data input than the business, which turns out to be a 4 to 1 ratio of user-data input over business-person-data-input.