crisis-management
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World of Warcraft skills in the workplace
WoW players usually spend a large amount of their leisure time in game. It's a shame that so much of what we do in Azeroth doesn't translate well on Earth. I spend a few hours a week farming herbs while digging for artifacts. If I were writing a performance review for myself (I can't stand those), how could I list that? Ability to perform tedious tasks patiently. I don't think my supervisor would be impressed. But most people agree that quite a few skills we acquire and hone in WoW are useful into the workplace. Recently, Neri at Neri Approves! blogged about how being a guild master helps her outside of the game. Warcraft Street's Frinka tackled the same topic, but her angle is gold earning.
GDC Online 2011: CCP talks community management
As we all know, every MMO has its share of crises. They can range from an unpopular game nerf to bugged content to full-out server meltdown. Ironically, CCP Community Manager Valerie Massey submitted her plans for a GDC Online talk the day before, as she put it, "all hell broke loose at CCP." From that point on, the devs "were out of the frying pan and into the fire" over and over. In all, Monoclegate and the Incarna problems were two months of one PR disaster after another. When it comes to crisis management, she stressed that it's not an exact science, that it's hard to pick apart post-analyses, and that one CM's experience is very different from another. She chose to use Tylenol as a key example of correct response to crisis. Back in 1982, a killer inserted cyanide into Tylenol bottles, thus murdering several people. Tylenol wasn't at fault, but the company reacted correctly by pulling all bottles from the shelves, recalling the product, adding tamper-resistant packaging, and discounting prices after the fact. The company's quick action restored the trust of the consumers. Who did it wrong? BP. That company shirked responsibility, waited two days before making a statement, lied about the extent of the damage, and failed to execute a clear clean-up plan fast enough. In a crisis, whether it's in game or in real life, the key is to prepare in advance.
