User involvement in software engineering has been researched over the last three decades. However, existing studies concentrate mainly on early phases of user-centered design projects, while little is known about how professionals work with post-deployment end-user feedback. In this paper we report on an empirical case study that explores the current practice of user involvement during software evolution. We found that user feedback contains important information for developers, helps to improve software quality and to identify missing features. In order to assess its relevance and potential impact, developers need to analyze the gathered feedback, which is mostly accomplished manually and consequently requires high effort. Overall, our results show the need for tool support to consolidate, structure, analyze, and track user feedback, particularly when feedback volume is high. Our findings call for a hypothesis-driven analysis of user feedback to establish the foundations for future user feedback tools.

Application distribution platforms - or app stores - such as Google Play or Apple AppStore allow users to submit feedback in form of ratings and reviews to downloaded applications. In the last few years, these platforms have become very popular to both application developers and users. However, their real potential for and impact on requirements engineering processes are not yet well understood. This paper reports on an exploratory study, which analyzes over one million reviews from the Apple AppStore. We investigated how and when users provide feedback, inspected the feedback content, and analyzed its impact on the user community. We found that most of the feedback is provided shortly after new releases, with a quickly decreasing frequency over time. Reviews typically contain multiple topics, such as user experience, bug reports, and feature requests. The quality and constructiveness vary widely, from helpful advices and innovative ideas to insulting offenses. Feedback content has an impact on download numbers: positive messages usually lead to better ratings and vice versa. Negative feedback such as shortcomings is typically destructive and misses context details and user experience. We discuss our findings and their impact on software and requirements engineering teams.

Software maintenance and support services are key factors to the customer perception of software product quality. The overall goal of FastFix is to provide developers with a real-time maintenance environment that increases efficiency and reduces costs, improving accuracy in identification of failure causes and facilitating their resolution. To achieve this goal, FastFix observes application execution and user interaction at runtime. We give an overview of the functionality of FastFix and present one of its main application scenarios.

Conventional software engineering processes are rather transactional and lack a common theory for the involvement of users and their communities. Users are regarded as pure consumers, who are, at most, able to report issues. In the age of easy knowledge access and social media, discounting the users of software might threaten its success. Potentially valuable experiences and volunteered resources get lost. Frustrated users might even meet in social communities to argue against the software and harm its reputation. The goal of this research is to revolutionize the role of users, dissolving the boundaries to software engineers. We propose a novel framework for increasing the software social ness, being the degree of user and community involvement in the software lifecycle. Our framework consists of a benchmark, a process, and a reference architecture. The benchmark includes metrics for assessing and monitoring software social ness. The process enables engineering teams to systematically gather and exploit user feedback in the software lifecycle. The context aware reference architecture integrates social media into software systems and the engineering infrastructure. It observes users' interactions while they use the software and proactively collects in situ feedback.

We report on an exploratory study, which aims at understanding how software developers use social media compared to conventional development infrastructures. We analyzed the blogging and the committing behavior of 1,100 developers in four large open source communities. We observed that these communities intensively use blogs with one new entry about every 8 hours. A blog entry includes 14 times more words than a commit message. When analyzing the content of the blogs, we found that most popular topics represent high-level concepts such as functional requirements and domain concepts. Source code related topics are covered in less than 15% of the posts. Our results also show that developers are more likely to blog after corrective engineering and management activities than after forward engineering and re-engineering activities. Our findings call for a hypothesis-driven research to further understand the role of social media in software engineering and integrate it into development processes and tools.