In the early days, when a user of my program ran into a problem, he/she just contacted me to ask for help. Resulting in a nice and friendly conversation, where I would ask questions, and the user would provide more detailed information.
Ultimately, in most cases, resulting in a satisfying outcome, either me helping the user use the software, or the user helping me fix a bug. Nice, fruitful, effective …
However, here’s what we’re seeing more and more nowadays, especially for our mobile apps, but it’s becoming more common for our desktop apps too:
A user runs into a problem, and instead of asking for help, immediately jumps to complaining about it in a public place like the App Store, the Android Market, Facebook or Twitter. Just stating the problem… no request for help, no conversation and therefore in most cases: no solution. Continue reading