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Reader Comments (16)

Posted: Oct 13th 2011 11:32AM Nenene said

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It's really poignant that she gave this talk, considering that during CCP's latest blowup she and her staff did approximately NONE of the steps or actions she outlines here.

I really, really don't think anyone employed by CCP has any right to be giving instructions on 'community management', unless by 'community management' you mean Blizzard-style "How can we fark over the playerbase as much as possible without causing a revolt" line in the sand tactics.

Posted: Oct 13th 2011 2:49PM Protheus said

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@Nenene

Indeed - where was the so called "Community Manager" when the bomb has gone off.

Will CCP ever recover from this - no i do not think so - but it has learned a good lesson and lets hope the next time something happens (I hope not) they are able to handle it quick and with the efficiency they speak of here !
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Posted: Oct 14th 2011 3:33AM hako77 said

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@Protheus in case you really don't remember this "so called Community Manager" was pushed forward by CCP to buy additional time (without being given *any* information to tell the players) when shit hit the fan.

All she could do was write a "hey, vets - I haven't posted on the forums for years but you remember me and please, for the sake of your love for me as a person, calm down a bit while we work to get information out to you".

It was a well-written post that was generally well received as it was clear she was sent out without having anything to tell us/negotiate with and the desire to shoot the messenger was not really high.

Then her daughter had a serious emergency, had to be brought to the hospital and she didn't post a further update (instead other CM people took over in that thread). I think it is worth mentioning that there were very few cries of "lies" and a lot of genuine concern and best wishes for her daughter's health.

tl;dr
at the very least she knows how to talk to the players but she has to work with whatever information and guidelines she gets from management.
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Posted: Oct 13th 2011 11:43AM (Unverified) said

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This is obviously the big take-away for CCP. "after doing everything you can, you just need to wait until the smoke clears."

They essentially ignored the problem while it was happening, then engaged in serious PR spin after the fact.

Posted: Oct 13th 2011 11:44AM (Unverified) said

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@(Unverified) This is obviously the big take-away for CCP. "after doing everything you can, you just need to wait until the smoke clears."

Except they didn't do the "Everything you can" bit. They made a few vague promises and left the issue grow into something vastly larger than it needed to be, simply because of poor community relations.
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Posted: Oct 13th 2011 12:24PM Deadalon said

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Wahahaha CCP talking community managment. Just wait for their next bomb.

Posted: Oct 13th 2011 12:32PM (Unverified) said

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After the BP comparison, I half expect to see an MMO developer at some point posing in various locales claiming:

"We're sorry..."

"We're... sorry..."

"Sorry..."

Posted: Oct 13th 2011 1:38PM Gawdfather said

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CCP Community Management "Shut yer trap and buy the effing Monocle.

Posted: Oct 13th 2011 2:19PM Anubikan said

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My question is, was she wearing $1000 dollar pants ?

Posted: Oct 13th 2011 3:05PM Nenene said

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@Anubikan
Ho ho, well played.
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Posted: Oct 13th 2011 2:45PM Khai mann said

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As an EVE player who was "present" when Incarna was unleashed and followed the whole bitter vet rampage, I really don't see what this person did to improve the companies image.

Maybe she was the one who convinced the CEO to write the apology letter that was released last week.

Unfortunately, this next expansion will really have to be amazing for people to come back to the game. Even though I still play, I know many will never come back.

Posted: Oct 13th 2011 3:39PM smartstep said

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Ok, now remove item store and give skill to train and blueprints + 'ingridients' for player crafted clothes as should be. It will be 100 % fine then.

Posted: Oct 13th 2011 3:52PM DeadlyAccurate said

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@(Unverified) I don't think it's impossible, but it will require time and effort on CCP's part. They'll also have to be patient. It won't happen overnight, and with some people it'll never happen. But their community wants to play their game. All they have to do is give them a good reason to.

Posted: Oct 13th 2011 8:32PM (Unverified) said

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I would love to know who she got in the war room those first few days after the leaked newsletter.

I feel bad for her. MMORPG PR is as hard as something like BP had to go through but with only 1/50th of the pay that their PR firm got. Legion of forum trolls screaming for an end to item store is a lot like Greenpeace demanding BP to stop drilling for oil. There are some activist groups that simply cannot be influenced.

Posted: Oct 13th 2011 10:41PM Azaetos said

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Now if she had of done a talk on how 'not' to do community management, that would have been much more relevant to how CCP has handled the community over the last 6+ months.

See EVE is real, that whole talk was science fiction.

Posted: Oct 14th 2011 12:14AM harescramble said

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The paragraph describing BP sounded as if she was describing CCP - except change the "two days" to weeks.
I don't want to pick on the woman, from what i've read even if she was the best she wouldn't be listened to by her boss.
The few who drove CCP in the direction it's been going for 2 years didn't bother looking out the windscreen - that is, was , and remains a train wreck called Incarna

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