I’m coming back to this thread to voice an opinion I have already seen on the forum.
Seeing the recent discussion about security patches, I think Fairphone should use the Fairphone Forum as a more official way of communicating. The fact that only you, @formerFP.Com.Manager (and perhaps @lorahaspels, I don’t know), are following the things happening on the forum is a bit strange. Things voiced here are pretty important. I’m not saying it should replace the support team, certainly not, but that it should be nearly equivalent.
As a regular forum member, I sometimes don’t know whether pointing the user to the Fairphone support is better than mentioning @formerFP.Com.Manager in the thread (well I suppose one, and then the other).
Fairphone support would be the official way to get things repaired, but FP could answer pending questions on the forum more quickly and more easily, the security patches for instance.
I would also obviously ask this way a bit more transparency, and easier way of telling things. I know the articles on the blog are copied here for a discussion, but apart if someone mentions you, the discussion doesn’t bring much, and for an official way of communication we are told to contact support. This is what I would ask about transparency.
To sum it up because I’m not very clear 
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I think it should be defined whether the forum is a official way of communication for FP, as you sometimes do to answer redundant questions (which I would think is a good idea), or not (which in my opinion brings FP farther away from the consumers, and not a good idea), as in the moment, the forum is half official.