In some environments they have limited access to the Product Owner because the PO has multiple duties and responsibility to the business and customers. In system language… Does that make the Product Owner a single-point-of-failure?
I can’t help look at the User Story as being a form of Value Proposition. Or re-framed, the Value Proposition being a company’s over-reaching umbrella Agile Epic.
It is so easy these days to just leave things online that are dated and unattended. Yet that can also leave a negative impression by nature of their staleness. Have you closed down things that are not serving you anymore – or you are no longer servicing?
One of the tenets of the Agile Manifesto is “Customer collaboration over contract negotiation”. I do believe this can be a good example of the greyness in the final statement “That is, while there is value in the items on the right, we value the items on the left more.” That you do need to address the issue of who owns what at some point and get that in writing.
The best way to get information on what the customer’s priorities really are, what they think, receive real feedback, and real deadlines… is to pose an open question and then listen. Sure, it’s your responsibility to provide updates on progress – that can be done with reports and graphs and can be brief. Should be a “brief”. Then listen to the response.