Wikis are a great tool to use for developing a collaborative knowledge base. A large scale example like Wikipedia is a great use of the wiki because a knowledge base of that size would take even a team of 100 people years to write. The problem with smaller scale wikis is that it makes it very easy for one user to accidentally delete something or post something incorrectly. In a large scale example you have tons of people constantly checking, verifying, and updating information, and small mistakes are quickly corrected.
An example that might work well in a library, is having a knowledge base of customer questions and answers. As long as there are a few people to oversee the wiki and can monitor the different wiki articles, I think this would be a great tool to allow staff to quickly and accurately help customers.
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