Do you think that with a combination of the right software and sufficient management willpower it could be done? e.g. MEMO: "ALL QUESTIONS TO OTHER STAFF MEMBERS MUST GO THROUGH THE INTERNAL KNOWLEDGE TOOL. THAT IS ALL."
I wonder if a tool unified with email could do it. It would be hard to get Outlook out of everyones' cold, dead hands though...
You can totally fix internal communications, but the employees have to own it. If the employees don't feel the desire to share the knowledge, it will never get done.
Sufficient management push could get stuff done. But I've got an internal knowledge management tool as well (fully ITIL compliant!), and from the emails there's a bunch of people who will avoid the tool or make low quality knowledge articles.
Why not integrate with Outlook? That would be pretty badass, because as soon as someone wrote a plugin for Outlook with our ticket management system I dropped in like 3x as many tickets as I used to.