Linked by Bob "number9" Minvielle on Fri 13th Jun 2003 18:51 UTC
Having written open source software myself, and being a subscriber to mailing lists, etc, there is a realization that the number one thing missing from smaller open source projects is feedback from users.
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As a participating developer of one of the Open Bioinformatics Foundation software suites, a lot of feedback comes back thru the support mail list. Having an IRC channel also helps. I suppose people will make the time to communicate with you if they think it will also get their problem sorted promptly.
Free support for a free product can be a bit hard to provide but the level of support we have had to provide has not been ridiculous and the feedback more than compensates in our case. Your mileage may differ.