Why to be leery of user feedback

As technical writers, we often get user feedback, either from internal groups, internally tested groups, or from the internet at large. Here's a little warning about taking results from that last group too seriously, in the form of a critique of user feedback when the users can communicate between each other as they can on the internet. Basically, it's a feedback loop that amplifies negativity or positivity but misses any reasoned middle of the road input.

There's a similar effect with internally tested groups, which is when you ask a bunch of your users questions. They are impressed with official looking people or situations, and have respect for science, so making the whole process seem scientific or psychological in nature makes them more self-aware and more prone to respond with what they think sounds good, not what is accurate. I think some of our best results came when we sent in the intern with frizzy hair, sloppy clothes and a glazed expression because people just said the first thing on their minds and it happened to be most of the truth.