MSN Feedback Tagging System
The guys (and gals) over at MSN give us a brief look at how they deal with the massive amount of feedback they receive.
They are using tagging to help segment issues and slice data into usable chunks – pretty smart.
Tagging is particularly appropriate for feedback as users rarely talk just about one issue or neatly constrain their comments to a single feature team…It shows just one view of the feedback, which segments by the type of issue. User raised issues are dealt with in every stage of development, while feature requests feed into planning, and usability sits somewhere in between. Another essential set of views slices this data by the feature.