Missed the GamesBeat Summit excitement? Don't worry! Tune in now to catch all of the live and virtual sessions here.
This article is part of GamesBeats special issue, Gaming communities: Making connections and fighting toxicity.
Communication is important for every game studio these days. Its important to keep an open line of dialogue with players, especially if youre running an online and/or live service game. Thats where community managers come in.
Community managers do more than relay information, although that is part of their job. If a big update or patch is coming, you can expect them to help shape the language that explains anything thats new or different.
For many, its a dream job. Liana Ruppert is the community manager and co-lead of accessibility for Destiny 2 over at Bungie.
I know that might sound corny, but this is a community I have been a part of since the early Marathon days, Liana told GamesBeat, referencing one of Bungies earliest titles. Its family. Being able to gauge what players are excited about even what they may be frustrated with and take that back to the teams here and watch it resonate with the people who make the game is nothing short of magical. The teams here really do love Destiny with every fiber of their being. We Fireteam up every single day, we laugh at the memes, we cry over the beautiful art, and its amazing. Im telling you, there is no feeling in this world that matches watching live community reactions to what the teams have been working so hard on for months, sometimes even years, in secret. Its such a moment of connection, and its so beautiful.
Community managers also have to take the temperature of players. If theyre happy or upset, they can relay that to the rest of the team. And, yeah, sometimes the community can get pretty angry. Thats when a community managers job can become difficult, as that anger can turn toxic. The community manager is often a public facing person for the whole game. They can become an easy, if undeserved target for complaints, angry messages and even harassment.
The hardest part of community management is that the internet never turns off, Harris Foster, director of communications at indie game developer Good Trouble, told GamesBeat. As the sole community manager at a popular indie game publisher, there were many times when Id have to excuse myself from dinner or vacation time to handle a user acting up in our online spaces.
Should problems or complaints from users turn into the responsibility of community managers?
At least with my team, we generally know that being a community manager isnt necessarily customer service, Danreb Victorio told me. Victorio has worked at some major publishers, although hed rather not name them outright, but he has worked at some large studios. I have days that are easier and harder than others, and while I wont snap at a player, I generally feed him or her the same energy back. Youd actually be surprised at how many players arent threatened by that. At the end of the day, a community wants to feel heard. Its rare that a company can fully make that a reality, but players need to know that the devs are trying too. As for how I personally handle it thats why breaks exist. Go eat. Go workout. Vent to your manager about it. These are all fine options that wont make you look bad.
Being a community manager doesnt mean that you just have to make yourself a punching bag for frustrated players. The philosophy I always shared to combat fan toxicity is that every piece of communication between fan and dev should be held as if it is happening within your own house, Foster told me. The community I manage is my home online. Its where I start and end my digital day. I want to welcome as many people into my home as possible, but if you come into my house and cause problems, you wont be welcome for long.
Destiny 2 launched a Twitter account, Destiny2Team, which gives the studio a way to communicate with players and deliver news without having to rely on community managers to post on their personal accounts. But even then, any interaction that a community manager might have on Twitter or on other social media platforms can matter.
Outwardly, I try to lead by example, Ruppert told GamesBeat. I put my kindest foot forward in interactions with players and with the teams I work with. I hope that kindness comes through and inspires others to also be intentional with their reactions and interactions.
People skills are important for the job. A community manager has to listen and, potentially, defuse contentious situations.
Being a community manager is an extremely context-based profession, Sebastian Faura, who is the social media and digital content manager at Amplifier Game Invest (a part of Embracer Group), told GamesBeat. Having a strong sense of emotional intelligence is vital, because it allows you to discern when someone has a legitimate grievance, or if someone is there just to cause problems and otherwise not conform to the space youre trying to maintain. This is why, in most instances, its best to let trained communications professionals handle precarious community situations. Without the level of tact required, a statement made on behalf of or as a representative of an organization can exacerbate already existing issues, and further strains any sense of goodwill.
Dealing with unruly players is just one aspect of the job. According to Faura, managing player expectations is a big part of his role.
People have a lot of feelings about what they want, which is a great thing because it means theyre engaged! Faura told me. But theres a lot of care and focus that goes into making sure people are acutely aware of the actual aim of the developers as they make the game. This process is repeated ad nauseam as interested audiences join communities but is generally alleviated by making information easily accessible or alleviated by other community members who are more familiar.
Faura explained that its important he help both sides, developers and players, understand each other.
Helping communities understand the realities of development is a unique challenge, Faura said. Acting as a go-between is important; being able to express the how and why of a particular design decision in a digestible manner is tough, and at the same time, taking feedback from the community and summarizing it into key, actionable points is also tough, but necessary. Even community members who can feel negatively about a particular decision or communication might have something important to say, its just buried under potentially emotional language.
Games are complicated. They are difficult to make, and very few outside of the development process actually understand what goes into creating and maintaining a game. That can lead to a lot of frustration. Lets say a character in a fighting game or shooter is overpowered after the release of a new patch. For players, this is a huge frustration. Theyll want that character nerfed immediately. But there are processes and realities to game development that make that process happen slower than they expect.
The secrecy and closed-off nature of game development leads to very little customer understanding of how these things actually work, Foster explained. Id say a vast majority of irksome interactions a community manager has to deal with come from a fan who is operating under a skewed assumption or misunderstanding of how game development works. If the games industry were more transparent, I think wed have happier community managers.
On social media, everything is lightning fast, Ruppert told GamesBeat. We ask the question now, and we demand an answer now. Thats understandable, but its often just not possible. Sometimes, investigations are needed. Sometimes, its 2 a.m. on a Saturday. Sometimes, the situation is far more complicated than it may look on the outside.
But what exactly are community managers allowed to say and not to say? What are the guidelines?
Theres actually a surprising amount of freedom in regard to direct community interactions, Tom Clancys Rainbow Six Siege community manager KC Nwosu told me. We have a small team of community managers, so there are guidelines for the sake of keeping a consistent tone, but largely were trusted to interact in ways that feel natural.
Of course, each team and studio will have different guidelines. But often, there is a level of trust given to community managers to make the right calls.
Community managers deal with a deluge of player feedback. Its up to them determine whats important.
While a lot of great feedback from the gamers is given, theres also some feedback that isnt so great, Victorio explained. I manage a community for a free-to-play mobile game, and the whales/VIPs demand a lot of attention, but I still have a lot of other responsibilities to juggle.
As you probably gathered by now, the job comes with a lot of responsibility. Sometimes, it can be too much.
Companies need to know that while community mangers generally know theyll be wearing a lot of hats, its extremely difficult to handle the job alone and still be sane, Victorio noted. A lot of companies only have one community manager assigned per game. Some even have one on multiple titles, and its a lot of work especially when you have to put on plenty of hats. In my current situation, not only do I have to personally deal with user feedback and social media management, but I also have various live-ops duties that include producing content like push notifications, setting daily login rewards, helping with marketing by taking full ownership of the asset submission process with our licensed partners along with all of our e-mail communication and subscriber upkeep. I also coordinate studio swag. Im one of those guys thats a community manager, a marketing coordinator, a social media manager, a customer service agent, an office manager, and all sorts of stuff rolled into one, and I need help. A lot of companies hire community managers on six-month contracts, with job descriptions even more complicated than mine good luck with that.
For the companies that employ them, the community manager is a vital part of the team. But that doesnt mean that they have absolute power. Studio heads dont have to listen to what they have to say, which can lead to frustration.
If they understand your business and theyre getting really bad signals, you need to heed what theyre saying and work internally to find other solutions, Faura told me. If decisions are being made against their recommendation, then you need to keep them apprised so they can plan for what to say and how to respond; personal accountability for a decision is also incredibly important as well and will show your community manager that theyre not just there to be a meat shield for abuse.
And when things do get a bit heated? Nwosu said that a little patience can sometimes go a long way.
Both the community and our internal teams could benefit from taking a beat every now and then to see how a situation plays out rather than rushing to comment or respond, Nwosu told me. Often times the volatile situation that demands immediate attention from all sides is actually something that gets handled and forgotten about in short order, so the energy spent on hitting the panic button is just a waste.
GamesBeat's creed when covering the game industry is "where passion meets business." What does this mean? We want to tell you how the news matters to you -- not just as a decision-maker at a game studio, but also as a fan of games. Whether you read our articles, listen to our podcasts, or watch our videos, GamesBeat will help you learn about the industry and enjoy engaging with it. Discover our Briefings.
Read more from the original source:
Community managers find the path for developers and players to ... - VentureBeat
- 10 Utopian Intentional Communities with Distinct Values [Last Updated On: June 12th, 2016] [Originally Added On: June 12th, 2016]
- Communities Directory - Find Intentional Communities [Last Updated On: June 12th, 2016] [Originally Added On: June 12th, 2016]
- Intentional Communities | Touchstone Mental Health [Last Updated On: June 16th, 2016] [Originally Added On: June 16th, 2016]
- Intentional community - Wikipedia, the free encyclopedia [Last Updated On: June 17th, 2016] [Originally Added On: June 17th, 2016]
- Welcome to FIC - Fellowship for Intentional Community [Last Updated On: June 17th, 2016] [Originally Added On: June 17th, 2016]
- Intentional Communities | Touchstone Mental Health [Last Updated On: June 19th, 2016] [Originally Added On: June 19th, 2016]
- Intentional Communities - A Fairer World [Last Updated On: June 21st, 2016] [Originally Added On: June 21st, 2016]
- Intentional Communities Asheville (Asheville, NC) - Meetup [Last Updated On: June 27th, 2016] [Originally Added On: June 27th, 2016]
- What is an Intentional Community? - Meadowdance [Last Updated On: July 1st, 2016] [Originally Added On: July 1st, 2016]
- Plan B Retirement - Intentional communities [Last Updated On: July 1st, 2016] [Originally Added On: July 1st, 2016]
- Jewish Intentional Communities Initiative - Hazon [Last Updated On: July 29th, 2016] [Originally Added On: July 29th, 2016]
- Twin Oaks Intentional Community - Twin Oaks Intentional ... [Last Updated On: August 19th, 2016] [Originally Added On: August 19th, 2016]
- Acorn Community [Last Updated On: August 19th, 2016] [Originally Added On: August 19th, 2016]
- Map - Fellowship for Intentional Community [Last Updated On: August 21st, 2016] [Originally Added On: August 21st, 2016]
- Home Page - Elder Intentional Communities [Last Updated On: October 1st, 2016] [Originally Added On: October 1st, 2016]
- NW NJ Ecovillage - Fellowship for Intentional Community [Last Updated On: October 8th, 2016] [Originally Added On: October 8th, 2016]
- Intentional Eucharistic Communities - Home [Last Updated On: October 31st, 2016] [Originally Added On: October 31st, 2016]
- Intentional Housing Communities | www.hampshire.edu [Last Updated On: November 19th, 2016] [Originally Added On: November 19th, 2016]
- The Camphill Assocation of North America Communities [Last Updated On: November 25th, 2016] [Originally Added On: November 25th, 2016]
- Communes: the pros & cons of intentional community ... [Last Updated On: November 29th, 2016] [Originally Added On: November 29th, 2016]
- Brooklyn Street | Neighborhood Alliance [Last Updated On: November 30th, 2016] [Originally Added On: November 30th, 2016]
- Cohousing - Wikipedia [Last Updated On: December 11th, 2016] [Originally Added On: December 11th, 2016]
- Jewish Intentional Communities Conference - Hazon [Last Updated On: December 26th, 2016] [Originally Added On: December 26th, 2016]
- As Trump's policies stoke fears, Denver's Muslim community worries about eroding trust in law enforcement - The Denver Post [Last Updated On: February 6th, 2017] [Originally Added On: February 6th, 2017]
- Disparities in minority unemployment targeted by Iowa officials - DesMoinesRegister.com [Last Updated On: February 6th, 2017] [Originally Added On: February 6th, 2017]
- ACE program benefits low-income communities - Observer Online [Last Updated On: February 6th, 2017] [Originally Added On: February 6th, 2017]
- Coalition Calls Itself The 'Eyes, Ears & Voice' Of Pittsburgh's Black Community - 90.5 WESA [Last Updated On: February 7th, 2017] [Originally Added On: February 7th, 2017]
- 'A community remembers' coming to Hesston - Leavenworth Times [Last Updated On: February 7th, 2017] [Originally Added On: February 7th, 2017]
- Take a bow, Sheldon Theatre - Republican Eagle [Last Updated On: February 7th, 2017] [Originally Added On: February 7th, 2017]
- Want a happy old age? Get your friends to be your neighbours - Independent Online [Last Updated On: February 7th, 2017] [Originally Added On: February 7th, 2017]
- 'A community remembers' coming to Hesston - News - Butler County ... - Butler County Times Gazette [Last Updated On: February 7th, 2017] [Originally Added On: February 7th, 2017]
- Krista Tippett February 01, 2017 - America Magazine [Last Updated On: February 7th, 2017] [Originally Added On: February 7th, 2017]
- To truly serve the public, community stations must apply standards for what's said on-air - Current [Last Updated On: February 9th, 2017] [Originally Added On: February 9th, 2017]
- Pastor: We must build bridges between police and local black communities - Fort Worth Star Telegram (blog) [Last Updated On: February 9th, 2017] [Originally Added On: February 9th, 2017]
- A Business Plan for Healthy Communities - Hospitals & Health Networks [Last Updated On: February 10th, 2017] [Originally Added On: February 10th, 2017]
- Appalachian's Alternative Service Experience among nation's top 10 ... - Appalachian State University [Last Updated On: February 10th, 2017] [Originally Added On: February 10th, 2017]
- The Death of the Ski Bum and Intentional Tourism - The Catalyst [Last Updated On: February 11th, 2017] [Originally Added On: February 11th, 2017]
- Heroin hits home: Highways provide "easy access" for drug trafficking in Franklin County - Herald-Mail Media [Last Updated On: February 11th, 2017] [Originally Added On: February 11th, 2017]
- How Anarchists and Intentional Communities Are Reacting to ... [Last Updated On: February 11th, 2017] [Originally Added On: February 11th, 2017]
- Herrick Library: Libraries: The Living Room of our Communities - HollandSentinel.com [Last Updated On: February 12th, 2017] [Originally Added On: February 12th, 2017]
- Ohio Continues with Next Phase of InsideOut Initiative to Combat Win-at-All Costs Sports Mentality - 13abc Action News [Last Updated On: February 13th, 2017] [Originally Added On: February 13th, 2017]
- Ohio Continues with Next Phase of InsideOut Initiative to Combat Win-at-All Costs Sports Mentality - Norwalk Reflector [Last Updated On: February 14th, 2017] [Originally Added On: February 14th, 2017]
- Ithaca organization encourages people to participate in National Random Acts of Kindness Week - The Ithaca Voice [Last Updated On: February 14th, 2017] [Originally Added On: February 14th, 2017]
- Portland groups form coalition to eradicate hate - KOIN.com [Last Updated On: February 15th, 2017] [Originally Added On: February 15th, 2017]
- Dynamic Communities Announces Eric Pearson, Information Security Expert, As GPUG Amplify 2017 Keynote Speaker - MSDynamicsWorld.com (press release) [Last Updated On: February 15th, 2017] [Originally Added On: February 15th, 2017]
- Anson County community meeting to fight poverty planned for Feb. 18 - Ansonrecord [Last Updated On: February 15th, 2017] [Originally Added On: February 15th, 2017]
- Nash says 'there's more to be done' on diversity at State of the County address - Gwinnettdailypost.com [Last Updated On: February 17th, 2017] [Originally Added On: February 17th, 2017]
- Spreading the Faith: Moving Coins and Moving Communities - Patheos (blog) [Last Updated On: February 17th, 2017] [Originally Added On: February 17th, 2017]
- If It Walks Like a Duck - ChicagoNow (blog) [Last Updated On: February 18th, 2017] [Originally Added On: February 18th, 2017]
- Renting land to highest bidder a stumbling block for young people ... - AG Week [Last Updated On: February 18th, 2017] [Originally Added On: February 18th, 2017]
- Immigrant Round-ups Stir Fears - Consortium News [Last Updated On: February 19th, 2017] [Originally Added On: February 19th, 2017]
- Pace: What Should I Give Up This Year? - Covington News [Last Updated On: February 20th, 2017] [Originally Added On: February 20th, 2017]
- J Mase III of #BlackTransMagick seeks to redistribute resources - Daily Illini [Last Updated On: February 20th, 2017] [Originally Added On: February 20th, 2017]
- Best approach to panhandlers? Ignore them - Richmond Register [Last Updated On: February 22nd, 2017] [Originally Added On: February 22nd, 2017]
- South Side getting trauma center, but it'll be far more than just an emergency room - Fox 32 Chicago [Last Updated On: February 22nd, 2017] [Originally Added On: February 22nd, 2017]
- St. Louis Park cohousing community welcomes home all ages - Minneapolis Star Tribune [Last Updated On: February 22nd, 2017] [Originally Added On: February 22nd, 2017]
- The Christian Retreat From Public Life - The Atlantic [Last Updated On: February 23rd, 2017] [Originally Added On: February 23rd, 2017]
- In 'The Unsettlers,' Mark Sundeen looks for lives well lived | Books ... - Missoula Independent [Last Updated On: February 23rd, 2017] [Originally Added On: February 23rd, 2017]
- Column: Community will miss Rev. Irwin's impact - Wicked Local Waltham [Last Updated On: February 24th, 2017] [Originally Added On: February 24th, 2017]
- Cohousing communities gain popularity, including here in Nashville - WKRN.com [Last Updated On: February 24th, 2017] [Originally Added On: February 24th, 2017]
- Better health needs a diverse workforce - Greenville Daily Reflector [Last Updated On: February 25th, 2017] [Originally Added On: February 25th, 2017]
- Cohousing communities gain popularity - WDTN [Last Updated On: February 25th, 2017] [Originally Added On: February 25th, 2017]
- Letters: Dismiss Schimel, others for maps - The Sheboygan Press [Last Updated On: February 28th, 2017] [Originally Added On: February 28th, 2017]
- 12 band members struck by vehicle at Alabama Mardi Gras parade - Chicago Tribune [Last Updated On: February 28th, 2017] [Originally Added On: February 28th, 2017]
- Drums, Voices, and Circles - Memphis Democrat [Last Updated On: February 28th, 2017] [Originally Added On: February 28th, 2017]
- Family School rebuts report on lack of diversity - Coastal View News [Last Updated On: March 1st, 2017] [Originally Added On: March 1st, 2017]
- Food: Four Short Talks brings community to the table - Dailyuw [Last Updated On: March 2nd, 2017] [Originally Added On: March 2nd, 2017]
- The Wall Street Journal explores trends in Christian community life sort of - GetReligion (blog) [Last Updated On: March 2nd, 2017] [Originally Added On: March 2nd, 2017]
- Renting land to highest bidder stumbling block for young people looking to start in agriculture - INFORUM [Last Updated On: March 4th, 2017] [Originally Added On: March 4th, 2017]
- Transportation/Traveling While Living Off Grid - Mother Earth News [Last Updated On: March 4th, 2017] [Originally Added On: March 4th, 2017]
- Reforestation and Civil Disobedience: Aldeia Maracan Urban Indigenous Community Reclaims Olympic Parking - RioOnWatch [Last Updated On: March 6th, 2017] [Originally Added On: March 6th, 2017]
- Worcester's retiree health costs 'unsustainable' - telegram.com - Worcester Telegram [Last Updated On: March 7th, 2017] [Originally Added On: March 7th, 2017]
- 12 on Tuesday: Leslie Orrantia - WISC - Channel 3000 - Channel3000.com - WISC-TV3 [Last Updated On: March 7th, 2017] [Originally Added On: March 7th, 2017]
- By walking the beat, Kalamazoo officers nurture genuine relationships with community - Michigan Radio [Last Updated On: March 7th, 2017] [Originally Added On: March 7th, 2017]
- Sometimes the Grass Really is Greener - Memphis Democrat [Last Updated On: March 7th, 2017] [Originally Added On: March 7th, 2017]
- Is Clallam opening the door to tiny houses? | Sequim Gazette - Sequim Gazette [Last Updated On: March 8th, 2017] [Originally Added On: March 8th, 2017]
- Healthy communities have engaged members - Centre Daily Times (blog) [Last Updated On: March 9th, 2017] [Originally Added On: March 9th, 2017]
- New St. Paul police program aims to mentor recruits - Minneapolis Star Tribune [Last Updated On: March 9th, 2017] [Originally Added On: March 9th, 2017]
- A New Kind of Homeless Village is Coming to Kenton. It's a Big Deal. - The Portland Mercury (blog) [Last Updated On: March 10th, 2017] [Originally Added On: March 10th, 2017]
- Why We Need the Benedict Option and How It Doesn't Have to ... - Patheos (blog) [Last Updated On: March 10th, 2017] [Originally Added On: March 10th, 2017]