Apple prefers to keep much of the discussion about their products internal, which is part of why the Apple Support section is so expansive and includes such detail. Apple took this one step further by jumping into Web 2.0 by applying interactive features to the Apple Support segment on April 16th.
What defines these changes is the Apple Support Communities, where different products are broken up into their own Apple Support Communities. You are given the ability to ‚Äö√Ñ√∫Ask your question,‚Äö√Ñ√π and then you can follow it and ‚Äö√Ñ√∫view feeds.‚Äö√Ñ√π The right answers are indicated so that the person who asked the question, or is just following the thread, you don‚Äö√Ñ√¥t have to wade through every response.
In general this focuses on a personalization model that allows you to make your ‚Äö√Ñ√∫page‚Äö√Ñ√π directed only at the information you would find important, rather than forcing you to go to an all purpose directory. This will show questions that have not yet had an answer, popular discussion, and even view members specifically. In this way the Apple Support Communities have shifted even further toward a social networking format, which is something that Apple is doing with it a lot of its products such as Ping and Game Center.
There is no question that the addition of the Apple Support Communities is going to drive more users to stay in Apple's network for their questions, which may be in direct response to the changes that Google has made. This could allow the process of "Google searching questions" to be directed better, but it could also create a network of people where all common questions are answered consistently and without direct interaction with Apple support staff.