I've blogged a fair about over the past couple of years on transparency in our process.  I've also advocated for it a great deal internally.  This post caught my eye today both because it is a great commentary on transparency and a great description of how we handle bugs that customers enter throught the http://connect.microsoft.com site.  All too often I see the other side of it where a customer is upset because we rejected a bug and didn't provide any reasonable feedback as to why.  We continue to work on making sure everyone in the division who deals with customer bugs is properly educated on how to deal with them effectively and respectfully.

Here's the post: http://blogs.conchango.com/jamiethomson/archive/2007/10/25/Commendable-transparency-from-the-Visual-Studio-team.aspx

Brian