App reviews are an incredible way to help your user community and get valuable feedback for developers. They’re also time-consuming to answer, and time isn’t often something FOSS developers have. Communications staff or volunteers can help tackle this work, but not have the deep knowledge to easily provide answers. Ignoring reviews isn’t an option; what is a project to do?
One solution: Tap into the power of community! In this talk, I share insights from how the Thunderbird projects handles reviews for our Android app through collaboration between developers, comms staff, and our support community.
We’ll discuss how comms can collaborate with and learn from community support experts to troubleshoot and answer reviews, even in tricky edge cases. Additionally, we’ll go over how to embed comms into your development team in an unobtrusive yet effective way. We’ll even cover what we’ve learned for turning reviews into developer feedback.
User reviews can seem overwhelming, but with the power of comms and community, they don’t have to be!
