Keeping people informed.
WHAT TO COMMUNICATE
New capability Changes affecting them Planned maintenance Incidents Pricing changes
WHAT CHANNELS TO USE
In-product notices, for things affecting use Email, for anything requiring action A changelog, for the record
WHAT IN-PRODUCT NOTICES SHOULD BE
Brief, dismissible, and relevant to that user.
WHAT TO AVOID
Announcing everything to everyone Interrupting work with news Messages with no action
WHY
Attention spent on announcements is unavailable for important ones.
WHAT BREAKING CHANGES REQUIRE
Notice well in advance Explanation of why Help migrating A period where both work
HOW MUCH NOTICE
More than feels necessary.
WHAT REMOVING A FEATURE REQUIRES
Identifying who uses it Contacting them directly An alternative
WHAT MAINTENANCE COMMUNICATION SHOULD STATE
When, how long, what is affected.
WHEN TO SCHEDULE IT
When your customers are least active, which requires knowing their time zones.
WHAT TO NEVER DO
Change something significant silently.
WHY
Customers discover it while working, and it reads as carelessness.
WHAT TO MAINTAIN
A public record of changes.
