Sample of how communication might look.
*the following letter is fake I do not represent SteemIt, Inc on any level, I do not know what steps they have taken. I do not understand the current issues from any level except the end user point of view. This is a creative writing exercise and is completely fictional. No staff members were consulted or injured during the making of this post.
Hey St**mians,
The St**mIt, Inc. Team wanted to thank everyone for their patience with the site over the last few weeks starting with the DDOS attack. The DDOS attack has been mitigated and although I would love to tell you what steps we have taken to further ensure this doesn't happen again, doing so may compromise our efforts. We want you to know we take the safety and security of your funds very seriously and at no time was there risk to wallets or funds stored on the Steem Blockchain We will always prioritize security above performance.
As most of you have noticed the performance of the site is still unacceptable, we have some issues with how the cog is interfacing with the gizmo and we have our best team members focused on resolving those issues. If you are knowledgeable on cog to gizmo troubleshooting please join the conversation at fake.gethub.address and see if you can help solve the problem.
In other news we have been very busy with promoting SMTs and although we are aware some of you have mixed feeling about these we are really excited about the flexibility they will give the growth of the platform and the ability for all of you to customize and fund various communities. We have some great leads in the works, all we can say is stay tuned!
In the midst of these issues we are looking forward to a great and productive time at Steemfest and we are excited to meet many of you there.
Remember SteemIt is the first social media site funded and powered by a blockchain and together we are working towards a vision of world domination. Evil laugh.. Watch out Mark Z.
Thank you again for your patience.
The St**m Team.
Again this letter is fake. Please don't thank me for bringing you information. This letter was authored by me, straight from my imagination.
If you were in charge, what would you say?
Yep, @whatsup, this is how a professional organization geared towards customer experience would have handled it. It doesn't really provide any more info than Steemit already has, but there are some comforting words like 'we understand the situation', 'we are working on these', etc etc, but you are right:
Such messages are extremely helpful in showing that you care, showing that you understand which helps enormously for the level of acceptance of a certain technical problem.
"professional organization geared towards customer experience".
Yeah, I guess I find myself longing for that.
Instead, I feel like an enemy or someone lucky to use the platform. :)
You now have me worried a little bit. If someone that joined Steem in August 2016, stuck around for things during 1 year and 2 months feels "longing for some basic customer service communication", this is really getting serious.
On the other side, I think you have experienced many wonderful things on this platform in the past year so you're probably not thinking about giving it up. Far from it.
I truly believe nobody considers you to be an enemy of the platform, but your own feelings. I believe constructive criticism should be appreciated, you only wrote this letter because you strongly feel that the community needs this. In fact I think it's an expression of your love for Steem.
This ain't hate, it's love. Tough love maybe.
I do believe in the site, and I do not dislike the SteemIt, Inc. guys. In fact, I think they are brilliant at many things. Just not at communication.
The site is great and so far there isn't anything else like it. I have great hopes for the site and I accept it the way it is..
I like to throw rock sometimes.
They listened to you:
https://steemit.com/performance/@steemitblog/performance-and-scalability-updates
Love it! :) They did a nice job with it. Time to let them work.
I would say the same as you. After your words, I'm calm,
hahaha, i just thinking it's an email you received from steemit support staff until i read the last paragraph, resteemed too.
Oh.. Thanks @whatsup that's an awesome fake letter. For instant I thought it is real.. Cool one
Cheers!
If only we were getting such informations mate...this is exactly how steemit.inc should have communicated on a regular basis!
cool! Such messages are extremely helpful in showing that you care, showing that you understand which helps enormously for the level of acceptance of a certain technical problem.
Oh.. Thanks @whatsup that's an awesome fake letter. For instant I thought it is real.. Cool one
Cheers!
@whatsup,
Customer Care is the number #1 aspect of any kind of organization! So, this type of letters we have to write time to time! It proves the loyalty and reduce the uncertainty as well! We all know we are experiencing a huge troubles in last couple of days and we expect Dev team will address those issues! But so far we had to use Alternatives! As you said here it need to be accepted and they must show us "Hey guys we are working on it! Be patient we will fix them soon"! Something like that we need to hear from them!
You wrote it well! Let's hope one of Dev team member will read this post and atleast understand our concern!
Cheers~
Wow, i actually believed everything you said. Hahahahahaha. I feel like i have been pranked.😁😁
@whatsup - ma'm it's a creative letter... If you were a CEO I think you might write this letter lol :) But, probably you try to address the issue than slightly neglect it by saying bla bla bla about SMT.... Nice try ma'm.... It worked well... To get more audience, I wish to ReSteem your post.
+W+ [UpVoted & ReSteemed]
Hi @whatsup,
You address the issue very well. The community needs something like this letter. Extraordinary effort and hope you "CC" this letter to Mr. Ned...!!!
50% Upvoted by @MinnowsPower