If they wanted to communicate with laypeople they'd offer support over the channels laypeople expect support nowadays, namely Facebook. Instead they are going to choose some middle ground that will displease everybody; they will botch it, as they like to do.

They are already working on botching it, since they've moved the Rust channel to a closed source alternative with no expectations of privacy: https://blog.rust-lang.org/2019/04/26/Mozilla-IRC-Sunset-and...