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PAX South 2015: Camelot Unchained's proactive approach to community management
In the crowdfunded independent industry, we are starting to see some ups and downs. Backers have seen some games fail and other games soar. One of those games that seems to be doing very well, at least if you ask its Community Manager Jenesee Grey and its legions of fans, is Camelot Unchained. At this weekend's PAX South, I spoke to Grey about her experience as a CM for a crowdfunded game.
RIFT, ArcheAge, Defiance, and Trove acquire new community managers
Three weeks after the departure of Trion Worlds Director of Global Communications Elizabeth Tobey comes the news that Trion has appointed two new community managers to helm its core MMOs RIFT, Defiance, Trove, and ArcheAge. Evan "Scapes" Berman, whom gamers might recall from his days on the TERA community team, will take over the Defiance and ArcheAge communities, while Eric "Ocho" Cleaver of City of Heroes fame will defend Trove and RIFT players from waves of angry trolls. May the planar gods have mercy on their souls.
Blizzard comments on how to deal with harassment
Community Manager Daxxari made several comments earlier today, detailing how players should respond to and report harassment in WoW. The comments were made in response to a thread on the official forums asking what Blizzard is doing to combat bad behavior in the WoW community. The original poster cited some of the visible efforts Riot Games is making to combat bad behavior in their game, League of Legends, and wanted to know if Blizzard had done anything similar. Daxxari gave the following response, as well as some advice for players being harassed in-game or on the forums. Daxxari -- Curtailing bad behavior Quote: What is Blizzard doing to curtail bad behavior in their playerbase? Harassment is a serious issue, and we've dedicated significant resources toward dealing with it. In fact, we have a large support team, and we've (comparatively) recently implemented faster tools to deal with harassment. If you're experiencing harassment in-game, there are a few steps to take. Don't respond, or get involved in an argument. Stooping to using language that violates our policies simply opens yourself up to suspension, and doesn't accomplish anything. Seriously, don't do it. Use right-click Report on their name next to any lines of text that contain offensive language--the appropriate category should be Language. Use /ignore to close the lines of communication. If your harasser by-passes the /ignore feature and contacts you on an alternate character, immediately place that character on ignore, then open a support ticket to report Ongoing Harassment, and include that phrase, as well as the offending player's name, realm, the exact phrase that they used to harass you and that they by-passed the /ignore feature to do so. Please be detailed, our Support team works hard, but they aren't wizards. Mostly. On the forums, just mouse-over the offending post, then click the 'downvote' hand, then select the 'Report' option. You won't receive notification when another player receives any kind of disciplinary action due to our privacy policies, but rest assured that we like to make sure that everyone is on the same page regarding what constitutes acceptable conduct in-game. source In a later post, Daxarri also included links to Blizzard's harassment policy, should players need clarification on what Blizzard considers harassment, and a guide for reporting bad language and names in WoW.
Lord of the Rings Online releasing Rohan instances in two parts
Lord of the Rings Online players have had to wait a lot lately. Riders of Rohan was delayed, which is something that happens every so often in MMO development but is still upsetting. But Turbine promised players that even with the delay, the Rohan instance cluster would still be released this year. Today, community manager Sapience took to the forums to explain that the team is splitting the instance cluster into two parts, and only the first part will be released this year with Update 9. The revised plan has three instances coming out with Update 9, with four more set to be released in February 2013 (although that date is subject to change). Not coincidentally, the instances all call back to portions of The Hobbit, which does have a film adaptation coming out shortly. Whether or not players are happy about the source material, the delay is bound to cause some contention among the players waiting for the large-scale raids currently delayed until next year.
WoW Archivist: How forum trolls broke a CM
WoW Archivist explores the secrets of World of Warcraft's past. What did the game look like years ago? Who is etched into WoW's history? What secrets does the game still hold? Last week, I included some passionate but mostly reasonable discussion of debuffs on the official forums from the earliest days of WoW and beyond. The official forums have always been a rough and tumble part of the game -- an area that Blizzard has always wanted to improve. Trolls invade One can speculate about a dozen different reasons for why WoW's official forums have been so full of jerks. Is it because there are just so many players and thus so many people with forum access, raising the statistical jerk demographic? Does the game's immense popularity encourage people to demand more of the company that makes it than any other in gaming? Does the ongoing passion for WoW simply make the forums the best place to troll on the Internet? The forums have become gradually better over time, but the vanilla and Burning Crusade eras were completely out of control. Caught off-guard by the game's explosive early popularity, Blizzard's first team of community managers found themselves overwhelmingly outnumbered in their own forums. They couldn't possibly hope to keep up with the sheer volume of threads being generated. The CMs did what they could, but it was a losing battle from the start. The trolls took the forums by storm, and Blizzard never fully ousted them. Then, in May 2007, one community manager simply couldn't take it any more.
The role of community managers
Despite the header image, Blizzard Community Manager Zarhym has been being a little less cuddly than he looks lately. Oh, wait... you're saying Zarhym's the one on the right? OK then. Zarhym has been weighing in on the role of Blizzard's Community Managers, following a couple of critical posts on the US forums. One post was elicited in direct response to Zarhym's own replies on a thread about dailies. Zarhym Quote: I think what should be taken out of the responses of those players frustrated at the CMs response is the standard of discourse that is being set, through said CM, in threads like this. A CM is blizzards representative on these forums and the closest we come to hearing/seeing information straight from "the horses mouth". Now the wow forums are at times very cynical and baiting/trolling can be rife, but for a CM to come into a thread (one that didn't dignify a response) and basically condone certain behaviours through both the language he used and the context he used it in is quite disgraceful and reflects pretty poorly on both blizzard and the CM team. It is up to the CM, not the players, to set the standard when it comes to meaningful debate and conversation. Showing otherwise further condones bad behaviour and meaningless posts in this thread and others all over general. That's a fair point and I'll honestly think about that more as I'm flipping through the front page of the forums. This is also a good time to remind people you can email WoWCMFeedback@Blizzard.com with your thoughts on our methods of community engagement. The posts in this thread commenting on my performance as a Community Manager, positive or negative, are better sent to my superiors so the topic of the thread stays on course. You can also personally give me feedback or chat with me on Twitter: @CM_Zarhym. I promise I at least read every tweet, and respond as often as I can. ;). source
Former Meridian 59 dev pens essay on community management
Have you ever been curious what, exactly, a community manager does from an insider perspective? Here to help you with that is Brian Green, who's developed for both Meridian 59 and Storybricks. Green wrote an essay on how community management is often misunderstood and how it can be both effectively and ineffectively handled. Green went through the daily process of a CM's job to provide information for both developers and players, citing the difficult balance in handling that two-way street. He said it's important to keep PR as divorced from community management as possible, otherwise it damages the communication "loop" between CMs, players, and developers. He finishes by examining the recent instance of ArenaNet's CM team using Reddit to discuss players' behavior and names. "The problem is that this was quite obviously a PR exercise and not really proper community management," he noted, going on to say that this might have set the wrong tone for the community's in-game behavior and caused a "toxic allowance" to build up for later on down the road.
Wizard101 fansite owner hired to be Pirate101's community manager
Tom Purdue, admired owner and operator of The Friendly Necromancer blog and Wizard101 fansite, has announced today that he will be KingsIsle Entertainment's new community manager for the upcoming Pirate101 MMO. As that transition from fan to employee is always a fascinating transformation, we recognize that it's not an easy decision. Massively itself has raised a handful of MMO community managers, so this news is particularly of interest to us. For that reason, we tracked Tom down and asked him some questions about his new role at KingsIsle. Follow along below for the complete interview.
Armored Core 5 multiplayer walkthrough
Here's Namco Bandai's community manager Rich Bantegui to walk you through the various multiplayer elements of Armored Core 5. In addition to combat and the new "operator" role, you now have ways to update and edit your team from specs to emblem -- just the thing for mechheads looking for a fix.
The Daily Grind: Which community managers do you love?
Yesterday the world awoke to the grandest of holidays: Community Manager Appreciation Day. CMAD has a long and rich history dating all the way back to 2010, when the communities of games, websites, and forums decided they would stop bickering, trolling, flaming, squabbling, and misspelling long enough to mutter out a heartfelt "Thanks, I guess" to the community managers who swept their cages every morning. I knew that Monday was CMAD because our very own Community Manager Rubi kindly informed us of this fact. "Hey bozos!" she crowed to the Massively staff. "It's Community Manager Appreciation Day! APPRECIATE ME ALREADY!" Even though CMAD is over, today we'd like to give our MMO CMs a nod of gratitude and appreciation. Which community managers do you love the most and why? Every morning, the Massively bloggers probe the minds of their readers with deep, thought-provoking questions about that most serious of topics: massively online gaming. We crave your opinions, so grab your caffeinated beverage of choice and chime in on today's Daily Grind!
A day in the life of Bashiok
Have you ever wanted to email Ghostcrawler? Maybe send him a message ranting about the state of enhancement shaman AoE, or send him one of those awesomely tacky ecards to thank him for giving rogues their 8 billionth legendary? What if he actually responded to your emails? If your name is Micah Whipple, codename Bashiok, this dream is a reality. Blizzard's A Day in the Life series just published A Day in the Life of Bashiok, one of Blizzard's community managers. CMs can have the dubious distinction of being the third most oft-cursed names by World of Warcraft players, next to Ghostcrawler and possibly Mike Morhaime. They're the players' links to the world-spanning organization that is Blizzard Entertainment and thus the easy target of a lot of hunter angst.
DUST 514 community manager CCP Shadow steps down
In February of last year, Massively writer James Egan joined developer CCP Games as a community representative for EVE Online under the name CCP Shadow. He went on to become the community manager for upcoming MMOFPS DUST 514 and an integral part of CCP's customer relations department. In a lengthy post on EVE's off-topic forum, James let everyone know today that he will be leaving CCP at the end of this month. His replacement as DUST 514 community manager has already been picked from the existing team, and James will be taking a much-needed break before deciding whether to return to writing or take a new career direction. In the forum thread, James remembers the good times he's had over the years thanks to the EVE Online community, both as a writer for Massively and as a community representative for CCP. While he wasn't part of the recent 20% staff layoffs, he relates that many of his friends were. While James will no longer be present under the name CCP Shadow, he will still be playing EVE Online on his normal character with the goal of killing everyone in sight. Everyone here at Massively would like him the best of luck in whatever career he decides to pursue.
The Guild Counsel: A chat with Linda "The Brasse" Carlson
By night, she's the impeccably-dressed, bearded dwarf that MCs Fan Faires and never turns down a good pint of ale. But by day, she's the Community Relations Director for SOE, and she dons several different caps as part of her job with the company. At Fan Faire, she took the time to speak with Massively about a variety of topics, including forum wars, social media, the future of SOE's Facebook games, and even a revamp of the popular Guide program in EQ and EQII. Read below the cut for highlights from the interview.
Free for All: A few tips for the indie developer
I am no developer, nor do I have dreams of one day becoming one. I absolutely love having the ability to write about what I like and to interact with those who enjoy (or hate) what I write. Developers have their hands and tongues tied much of the time, and often the indie developer gets no credit whatsoever. Granted, if artistic release or programming is your thing, I say go for it. But I will absolutely admit to wanting attention most of all -- it's what I like to do. Over the years, I have visited more independent MMO sites and played more independent MMOs than I care to recount. Still, not a week goes by when I do not find a new one to look at, and so I file it away for future use. I am often amazed at some of the mistakes indie developers make -- such obvious ones, too. I try to remind myself that the garage-coder is not always the best choice for graphic designer, so sometimes the websites and logos of these tiny companies look like they were hosted on Geocities. I decided to have some fun and throw down some general rules that I apply to indie developers. Take them or leave them, but I think that they are based on quite a bit of observation. Feel free to add any of your own. Click past the cut and let's get to them!
Star Wars Galaxies gets a new community manager
In a week of transition for SOE, Star Wars Galaxies is changing things up as well. It appears that Community Manager Lydia "Zatozia" Pope is moving to other titles in SOE, making way for her replacement: "Greetings Star Wars Galaxies players! Zatozia has been a part of your community for quite some time and not only brought mountains of feedback to the Development team, but created some exciting forum activities as well. She has truly made the Star Wars Galaxies community stand out among our products, and we wish her well as she moves to other games within SOE. "At this time we would also like to introduce your new Community Manager Mepps. An MMO veteran, he looks forward to working with you all and making Star Wars Galaxies one of the best MMO communities to be a part of. Look for him to say hello in the very near future." We look forward to hearing from Mepps and seeing how he fares in a galaxy far, far away.
Sledgehammer Games hires Guy 'Dr. DisRespect' Beahm as community lead
The beaming guy you see in the image above isn't just another pretty face in the gaming industry -- he's Guy Beahm, new community manager at Sledgehammer Games. Like Josh Olin at Treyarch and Robert "fourzerotwo" Bowling at Infinity Ward before him, Beahm will be taking the lead on community activities and promotion for the third Call of Duty studio. As a result, we expect his Twitter account to start exploding any minute. Beahm will apparently be discontinuing his "Dr. DisRespect" online moniker in favor of something more befitting his new position. "While it was entertaining to develop content through the Dr. DisRespect character, it's time for him to retire," Beahm said in the official announcement. We've dropped his final Dr. DisRespect skit after the break as a reminder of what Beahm once was ... and what he could've been.
Nethaera addresses questions about CM process
Blue poster Nethaera took some time earlier today to answer a few questions posted on the official forums regarding the chain of command between community managers (CMs), developers, and of course, everyone's favorite crustacean, Ghostcrawler (Greg Street, lead systems designer). While Nethaera couldn't answer every question posed, she was able to give a few insights into the interplay between the various departments running the scenes, as well as a few tips about giving constructive feedback. Nethaera What examples are best to use to give GC and the Devs an accurate depiction of what has/has been happening? Information about your class, your playstyle, the types of issues you're running into such as whether you're using a certain spec or certain spells and abilities when you're running into issues. The more specific you can be, the better really. Numbers are good on one level, but sometimes the numbers don't say whether you're having "fun" or not. source Follow us after the break for more insights.
Meghan "Patience" Jenks leaves Turbine, Andy Belford departs Mythic
Today, Turbine lost its Patience -- but not in the way you're thinking. Over Twitter, Meghan "Patience" Jenks announced that after six years, she is leaving the studio to move back to California: "I guess it's time to break the news -- Friday is my last day at Turbine. I'm heading back home to CA. It's been an AMAZING 6 years working on amazing games, but I need to be closer to my family." Jenks has been the online community manager for Turbine since 2004; she was one of the studio's most vocal personalities and the face that the community most often saw in interviews and on convention panels. She indicated that she does indeed have a new job lined up, although she called her stint overseeing Lord of the Rings Online's community "THE highlight of my career." If this news upsets you, then Jenks has a few words to cheer you up: "Don't be sad -- if you play Turbine games, you're still in excellent hands with the awesomeness of the Community Team! And no -- YOU CAN'T HAVE MY STUFF. :)" Update: Meghan's not the only one going to California. BioWare Mythic Community Manager Andy Belford also made his farewells on Twitter earlier today. "Jumping on the go west mentality... I'm no longer with BioWare Mythic. I'm moving closer to the family and have a great new opportunity. [... ] Thanks to the WAR and DAOC communities for the last 2+ years. Thank[s] to Mythic for all of the amazing opportunities. I'll forever be grateful." The west coast (and, no doubt, the gaming companies therein) is certainly about to become much richer! Best of luck to the both of you!
When is "ready"? SWTOR's Community Manager discusses player concerns
Many fans of Star Wars: The Old Republic have been concerned about the amount of information released in the last few updates, especially considering the fact that a lot more information was released during the summer. Senior Community Manager Stephen Reid hopped on the forums to address these and other concerns the SWTOR community had. BioWare's line for the last couple of years has been, "We will talk about it when it's ready." According to Reid, the mantra still holds true, but the explanation is a bit deeper when considering what it actually takes to be "ready." Presentation is the first on his list, as Reid explains in a post, "While some of you might say 'But I don't care! I'm sure it'll be good in the final game! I can totally forgive you this time!' I'm afraid we don't get that latitude with, oooh, pretty much 90% of the rest of the world." Another reason is some systems that are ready depend on other systems that aren't ready. And lastly, there are public relations and marketing considerations. In another post, Reid addressed other specific community concerns, such as EU testing and, as one community member put it, "We in the EU do feel like second rate citizen here sometimes." Other concerns like the low amount of developer posts on the forums, in general, and the community's influence on the final game are engaged as well. The full posts are located on the official Star Wars: The Old Republic forum, in the developer tracker. Be sure to check there for more information.
Hyperspace Beacon: 2010 Retro!
Wow... 2010 is almost over, and Star Wars: The Old Republic is not released yet. OK, I had speculated at the beginning of this year that we would not see it until 2011. But if you had asked me in October of 2008 (when the official site was launched), I would have told you that the launch was at the end of 2009. There was no way in my mind that a company would launch its website that early. Boy, was I wrong. Little did I know at the time that I would be sitting here at the end of 2010 (the year new life was to begin on Europa), not playing what I hoped would be my favorite game ever. However, this has all given me time to think back about what SWTOR has given us this year. The year 2010 was the year of SWTOR reveals. Some have questioned whether too much has been revealed -- or rather, hyped. We have had group combat videos, designers switching games, CEOs retiring, opinionated play-throughs, and many other news items. Would you say we have had a plethora of SWTOR news this year? Oh yes, we have had a plethora, El Guapo. I have my favorites and my not-so favorites. Let's explore a few of them in this little retrospective.
