What would you do if you were Jake?
I'm assuming, perhaps without justification, that Jake's current problem is not based on the storm. He is, after all, in Brooklyn. However, this is how we would expect him to react if there was no storm so, short of evidence to the contrary, it makes more sense to assume that we're witnessing a continuation of previous trends than that he has suddenly become responsive at the same time that the weather intervened.
If you had a community full of people clamboring for answers and you had a technical solution in progress, what would you do?
Personally, I would fill everyone in on what we were working on. That would develop trust, it would give people a reason to be patient, it would lower the heat, and it might even develop some unexpected solutions. This is doubly true in that a lot of this clamboring takes the form of offers for help, not just cries of "Off with his head!" This is a community that wants to stay here under almost any circumstances, which is a real positive when you have Jake's job.
If, on the other hand, you had a community full of people clamboring for answers, you had insufficient resources for real solutions to the technical problems but enough resources for occasional temporary minor fixes, and your task was to keep membership as high as possible in order to enhance the value of your company, what would you do?
Exactly what Jake is doing. Show up just enough for people to think the problems are being addressed rather than ignored but not enough to address questions and never, ever get specific. In other words, be visible but not actually responsive.
We're faulting Jake for not telling us what's going on.
We owe him an apology. He's telling us exactly what's going on.
We're just refusing to hear it.
Please don't PM me. It's too hard to get into that account, so there's no reason to assume I'll see it soon.
I assume most of you know where to find the lifeboat.