Enhancing Feedback Channels Without Direct Product Leader Support
Hey product community leaders 
I wanted to offer some advice on what to do in feedback channels when you don’t feel you have direct backing from your product leaders in the community.
I have the luxury of being both the community manager and product leader, but I have seen so many orgs where the community team is not getting the backing from the product team. Beyond the work you need to do behind the scenes to get PM involvement, there are some small steps to ensure people feel seen and heard.
- 1.
Turn on our Tightknit Related Discussions AI for that product feedback channel. Create a snippet similar to what I added to our feedback channel (pictured). That way, at least a response lets people know you’ll be there soon. If you don’t have this enabled, it’s in Pilot. Please DM me if interested in trying it.
- 2.
Respond when you see the message. It can be as simple as “Thanks for the suggestion! I’ll notify our product team.”
- 3.
Then, I would take the RSS feed for that feed and put it into a product feedback channel in your internal workspace with your PMs. That way, they can see the message without leaving their context.
- a.
For Slack: /feed <the feed url>
- b.
For Notion: Thanks Eric N. for sharing this one with me.
- 7.
Tag a few PMs to jump in your employee Slack to respond. Not all will, but some might.
This won’t solve everything, but it’s a better experience than letting messages sit there and get cold!
