Question Manager (also called QM) is a system that allows institutional staff to manage questions from ‘clients’. QM is not intended to be a complex system, and therefore has a workflow that entails clients coming to the institution with a question, and then the question being offered to ‘experts’ to give answers. The answers are eventually packaged into a concise of question-answer pair that is made available to the client, and then for Google to archive.
QM is currently being used by national libraries, due to its scalability. Institutions can choose to operate alone, on a single installation, or be part of a large group of institutions that operate together as a whole.
References
Question Manager Wikipedia(Text) CC BY-SA