I agree with pretty much everything you've written. I don't know that a system like I mentioned could ever be implemented in Moodle or not, (I'm not a programmer, but I'm assuming its complex to build) but I'm all for any improvements in handling information and pointing people in the right direction before they feel the need to post. I know personally I'd prefer not to post, but just find the information that I need so I can move on to the next issue. (I don't care where it is- wiki, forum post, Youtube how to video, etc.)
The main point that I was trying to make is that when an organization/company thinks about what people need in online help and how they can make the experience seamless and intuitive for the user, the end result can be extremely impressive.