@dust2dust
Several years back when there was a massive PM outage on the East coast, a CSA (or moderator, back then) unintentionally noted that they couldn't put up a banner or notice on the Community forum notifying PM customers about the service outage because all official communication must be approved by the Marketing Department in advance, and the Department is closed on the weekend.
The CSA's were essentially powerless to do anything aside from responding to each and every thread about the outage, but at least they were actively monitoring the Community forum back then.
Think about that sequence of decision making for a second - communication related to customer support is under the control of the Marketing Department, even though they should have nothing to do with customer support.
Yes, PM could do much better with its communication to users with minimal effort, but is content with the status quo because it doesn't require extra effort on their part.
They don't even mind if the Community forum gets bogged down by endless threads inquiring about the same issue since most of the support here is provided by other PM users and the Oracles. PM's decision makers can simply stand on the sidelines and watch as the Community forum melts down and just shrug with indifference.
tl;dr: PM could and should have better communication, but actively chooses not to do so until it's too late to make much of a difference.
