One thing I ran into trouble with early on (sorry Phil) was Acer's apparent policy on considering service manuals as proprietary infomation.
For one thing I can point to both HP and Dell as being very open with such information. For another many Acer service manuals are already online (particularly in OZ).
It makes sense to caveat the information and make it clear that they may not be republished and that any work may void the warrenty (and legally the word MAY is important - if you say it will void the warrenty then that obligates Acer - one of the hazards of the English legal system).
But having the information available does two things:
1) When a user has a problem like a dead CMOS battery (happens), you can point them at chapter and page of the manual and point to the URL. Can even do that with a script - no knowlege required.
2) The gurus see Acer as providing information openly and nod. And for every guru nod that translates to more sales.
The world of PCs is a cut-throat one. This is essentially free and will dramatically cut support desk calls. With proper disclaimers there is no down side.