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I do agree that volunteer-friendly user support is the key for the success of
any Open Source project.

However, in my opinion e-mail and mailing lists are obsolete and ineffective
tools.

A user forum (with optional mail notification) and a wiki are much more
powerful tools.

A forum makes it much easier to create a hierarchy of helpers based on merit
and on the other hand to handle poorly behaved users.

A wiki can be an organized structure of accumulated knowledge.
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