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Support: the unsung heroes of the MMO industry
At first glance, you'd think that designers, writers, and producers would be the people on any given development team that have the biggest potential effects on the experience of the player. After all, they're the ones who we're always trying to track down for interviews, and they're the faces we see at events and conventions. The truth of the matter, as many have realized over time, is that it's really a good support team that keeps players coming back and paying those subscription fees month after month. After all, MMOs are more services than they are products, so it's the quality of that service that really generates loyalty.In the latest Dev Corner, John Erskine, NCsoft's Director for Studio Services, gives a rundown of the role support teams have played in the operation of Tabula Rasa. Though Tabula Rasa has taken some knocks for its lack of financial success, players keep coming back. Could it be because of the rave reviews players have given the support team? It's definitely not out of the question.
Tabula Rasa: State of the Game
If you've been keeping track of the brouhaha surrounding Tabula Rasa over the last few weeks(i.e., fiscal reports, doomsday prophecies, etc.), you know it has been an interesting roller coaster ride. One that extended all the way from Korea to Austin, and back again. Apparently Starr Long, Producer for TR, thought it was time for a "state of the game" address to update everyone.Now some of you (and you know who you are) who actively cheer for the demise of a game (shame on you) might want to close your eyes. You'll undoubtedly consider this nothing more then damage control and PR spin. But for those of you who actually enjoy playing fun games, take heart.Obviously NCsoft has poured a lot of money, time and resources into continuing post-launch development of Tabula Rasa. They are in this to make money, not make you happy or you over there sad. So, regardless of the feeble cries from those who make it a hobby of proclaiming the sky is falling, and shouting on street corners that the end is near - this MMO isn't just going to burn up and fade away.
NCsoft's North American head honcho speaks to the masses
Chris Chung, the new president over at NCsoft North America, has been a busy man since taking up the position a few weeks ago. Between his interviews with IGN and 1Up, Massively, and other sundry blurbs here and there, he still felt it necessary to address the masses directly - blog style. And it's a fantastic read.His latest statement doesn't give us any additional earth shattering news about what the company is going to do under his rein - that's been covered ad nauseam, but it does give us a much better perspective on who Chris Chung the person is. I found his honestly particularly comforting because NCsoft is "my" gaming company. While I don't much care for Guild Wars or Lineage II (even though they are absolutely breathtaking in their graphical beauty), I play every one of their other games (Exteel, CoX, Tabula Rasa, Dungeon Runners), played Auto Assault from beta until it ran out of gas, and I can't wait to get my hands on Aion. It humanizes him in a manner that we don't see too often -- in any industry. He talks openly about how it can be a burden taking over for someone as experienced and respected as Robert Garriott. He believes that he got the job as president not because of some special talent, but the lack thereof. Perhaps the most insightful thing Chris talked about was his managerial style. I can relate because I too am a manager. What, you think I do this full time? While I'm not a manager for a company as large as NCsoft, the tenants stay the same: it's all about taking care of the people. And because I understand that, the thing that will stick with me the most is this quote: my job is to make sure that the employees here at NCsoft do what they do best and that the management team takes care of their needs so we can continue to produce great products for this industry.If you've been leery of all the changes at NCsoft... don't be. They're in good hands.
