What are their plans for firmware updates? Do they give a shit about the web browser? We didn't hear any announcement about the non-forthcomingness of cross-game chat through the blog or any other user-directed communication, instead it was something Shuhei Yoshida happened to mentioned in passing during an interview.
Sony does reveal high level plans and roadmaps via various tech and press channels (3D games, Playstation Suite, Game 3.0, Online Pass, Skinny app [aka WebKit SDK], ...). If WebKit browser app is not mentioned, then it's probably not coming except for Skinny apps. We can ask Shuhei I guess. Some of these things started with user speculation.
That cross game chat interview may be a planned PR exercise. Prior to that interview, their official response has always been the same "We heard you loud and clear". Other upcoming fixes/features like unlocking 3G Vita, multitasking web browser on Vita, PS3 Playstation Suite are all work-in-progress, waiting to be confirmed or denied.
We also know they do user surveys from time to time (resulting in PS+ features).
I think the first problem is they don't have a consolidated channel. Because they are organized into 3 regions and multiple levels, they can often contradict or confuse each other (See GT5 fiasco).
The second problem is: Their messaging may be inadequate because of unnecessarily complex scenarios (e.g., Vita memory card + user account tie-in). Their marketing people may not understand their own product enough to clarify issues.
In the mean time, I remember their PR head has left recently. But they should be able to find a competent spokesperson. Perhaps Shuhei can cover for a short while. ^_^
PS3 owners have bought into the platform, but they we are treated as a target for marketing through the blog and etc. far more than invested customers with an interest in having our complaints addressed and being given insight into Sony's development plans.
I agree their "Share your idea" website failed miserably. We suggested lots of ideas but nothing seems to happen. Or at least they didn't tell us what items were checked off.
But the PS Blog does clear up confusion from time to time (Talks about game patches). Sony has also reacted to user responses before (e.g., Shuhei denying Vita's memory "downsizing" rumor, Sony lowering Vita memory card prices).