I’ve always worked in software in the B2B realm and usually with a close-knit customer base. Think user groups and conferences where we get together with customers to demo new things and discuss issues. So that’s my frame of reference.
When I’ve worked with other software packages, I’ve noticed that when they have user forums people will sometimes ask for new features or report a bug that obviously should be a high priority fix that impacts many people (as evidenced by many “me too” replies in the thread). I’m thinking for example, QuickBooks, Shopify, Facebook and others. Occasionally a representative from the company will post in those threads that they’ve handed the issue over to development. Then you never hear anything else about it. It seems like it would be nice customer service to have a published roadmap of bugfixes and enhancements that are planned for development and approximately when they’ll be delivered.
I think people might biotch less if they could easily see “oh, this is a known problem, they’re working on it and it should be fixed in the 4th quarter”. It’s discouraging to read lots of posts in the user forum that are never resolved. For example, in the Shopify forums (a platform that I really love, FWIW) there are threads spanning 3 or so years of people saying “me too” and “when will this be fixed”.
Has anyone here worked for a company like that and have a good reason why they don’t publish a development roadmap?