Thread by @wirecutter

Yes, we read the comment (and tweets and emails and Facebook messages).

We try to read every message that comes in. It’s a lofty goal, and it’s not always achievable. But when you make an effort to post or email, we make an effort to read your words. wrctr.co/2YDQGHt

We often hear requests & suggestions from readers for new categories for us to cover

So we:
•check what's currently assigned/in the works
•look @ similar topics to see if anything else meets the same need
•check w/ staff if we've already discussed covering it
•& log requests

Although we can’t act on every reader request or critique asap, it’s beneficial to hear what you found frustrating or helpful

So we:
•save the comments, tweets, & emails to share w/ reviewers & editors when it might help guide decision-making about what to focus on in an update

We also log your feedback on stuff we recommend

A larger sample size of experiences w/ personal testing is especially meaningful. And when readers bring us more time-sensitive concerns. In those cases, our Community team tags the reviewer + editor to discuss the situation.

Example: Readers flagged an issue w/ Skullcandy earbuds

So our Community team tagged the reviewer, asked readers for more details, consulted w/ our powering expert & Sr. Editor, had an editor make the call to pull the pick while we investigated, & spoke w/ Skullcandy for answers

We get a lot of delightfully specific questions about the best products to use under unique conditions

Sometimes we already have the answer. Other times, we take the q to our #communitysupport Slack channel w/ reviewers. We can't get to every q, but we log the ones we miss

We also encourage readers to post questions like these ☝️ in the comments on our site—as opposed to emailing us—so that even if we’re not able to answer, other people can chime in with their suggestions and solutions 💙

When one of our buy buttons is pulling an incorrect price from a retailer's site, or when we’re straight up wrong about something—like when a reader noted that the Technivorm Moccamaster is *Dutch*, not Danish—we make sure that the issues readers report get to the right people.

Many of the messages & comments we get are requests to look at new models

When it comes to major releases or flagship phones, we’re pretty much always already on the case. In less high-profile categories, though, we log inquiries for when we see if it's time for a guide update

Trends in reader requests also help us decide what to cover in future updates!

After analyzing trends in reader requests on our sunscreen coverage, our expert, staff writer Nancy Redd, tested 11 additional physical sunscreens for the most recent update.

nytimes.com/wirecutter/rev…

We also keep track of your feedback on the usability & design of our site. These suggestions are relevant to several teams (our engineers, editorial team, etc) When conversations abt design or functionality changes happen, we’ve got a cache of feedback ready to share & discuss.

Lastly, we’re just as interested in hearing about how we’ve let you down as we are in hearing about what we’re getting right.

So we also log feedback on Wirecutter as a whole. The Community team keeps track of overarching “themes” in reader feedback to share w/ staffers.

We believe in making changes to improve over time, both to our guides & site + approach

You’ve all been clear about how much you value transparency, so we’ve made it a mission this year to share more information on how we work—which is one of the reasons we wrote this post! 💙