Suggestions needed on problem management communicating updates/fixes to impacted users

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Hello, all. 

I want to know more about how others are working with the problem process and communicating workarounds/fix. Would appreciate if people can share their insights and experiences. 

1. In your environment, do the end users (e.g. business folks / non-IT) have visibility to the problem records or the problem updates?

- In my experience before, the problem process was mostly within operations - by this, rarely do business / end users get visibility to the RCA investigations being done. I am curious to know if this is still the case for others.

2. Related to #1: For those where business has visibility to the problems being worked on, how do you determine the scope of impact in order to send communication regarding workarounds or fixes?

- I am reviewing a requirement that allows for the communication of the workaround/fix to the impacted users. But how to determine the actual impacted users to be able to send communication is something that eludes me.

Some of my initial thoughts:
a. user list based on related incidents linked to problem record: communicate workaround/fix can be copied to the incident comments and in turn, this informs the users of the problem status. --> but may mean that each user must have a corresponding incident ticket versus an incident ticket that is raised for a group of users impacted by the same issue?
b. work notes list - add every impacted user to the work notes list. But this might not be appropriate especially when technical aspects are discussed within the work notes?
c. integrations with other communication tools to send to a specified chat group - chat group can contain the impacted users.
d. configure to allow sending notifications via email and specifying distribution list - impacted users have specific distribution lists (e.g. if impacted users are in a specific location, etc.)

Not certain if anyone has any suggestions on a good way to specify/identify the impacted users and ensure that these same users receive information when using the communicate workaround / communicate fix in problem process?

3. Apart from communicating workaround / fixes, one of the things we've planned before in our environment was to copy work notes from problems to the incident. This was another method to communicate to specific users on the progress of investigation of the problem. We had to put this on hold because what we saw in QA was that every single work note update in the problem record was copied to the incident record. Has anyone tried something similar and is there a way to do something like this BUT allow problem owners to choose which updates they actually want to be copied to the incident record? 

Hope you can help. 

P.S. I cannot seem to find this but is there a problem management group in the community? I saw one for Knowledge Managers and was curious to know if there are others depending on roles/practices.