Re: The problem
No doubt they have a large team of community marketing professionals to monitor and interact with the community.
The open question is if those marketing professionals know that they the technical side of the company.
- The marketing department couldn't convince someone from the technical side to participate, and didn't have the political pull to force someone to do it. That would be some combination of inept internal marketing, internal power wars, and active indifference by the technical team. Some combinations would leave marketing blameless.
- Some marketing hack wanted "control" of the conversation and didn't trust the technical people to properly lie about plans, schedules, features and bugs.
- Some marketing hack thought that they would actually answer the questions. Which is absurd. Dunning-Kruger absurd. Some of these customers spend their who working days dealing with the minutia of the products. They are the experts from the end-user side. They aren't going to be asking a question that could be answered by skimming a manual or using the application for a few minutes.
Biting the hand that feeds IT
