I don't mean in comparison with Xbox, as I don't think Xbox's "engagement" style is healthy at all. But they tend to just not communicate even when there are big unanswered questions in the gaming community (will the ps5 slim plates work with the pro, etc). They need a marketing department that's more responsive to media requests for comment. Not saying they should jump on every controversy brewing on twitter, but they don't talk nearly enough. As a customer I expect to know more.
Perfect example.
I think they made a calculus that makes sense on paper but doesn't go well on social media.
Over 75% of PS5 owners have the OG PS5 or OG PS5 Digital. No one expected these plates to work on the PS5 Slim line. The amount of people who bought the PS5 Slim in the last year who are going to upgrade to the PS5 Pro is pretty small too. So they decided to avoid the PR social media uproar and just not talk about it and not have it be a distracting talking point ahead of the PS5 Pro launch.
I think that's why they shutdown Concord so fast. They didn't want it to distract from Astro Bot and eventually the PS5 Pro.
You also have an antagonistic media, who is openly anti-Sony... see IGN and Digital Foundry. There is a reason why Sony chose to select CNET to reveal the PS5 Pro and not DF. So much of the media is Pro-Xbox or Pro-PC, so I get why Sony doesn't have a closer relationship with it.
I think what they need to do is go back to doing an annual PlayStation Experience even if virtually, similar to Apple and have updates ready for that, even if the update is just in the form of roadmaps.
Another example; the PSVR2 hasn't performed well and it's about to get a big sale for black Friday. We've already seen leaked images from Sony that suggest that they might be planning a wireless PSVR2. They could easily be looking to liquidate existing stock, but they aren't going to be transparent about that.