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Posts with tag community-management

Community Manager Zarhym on game design vs. story development

Zarhym on game design vs story development
It's always interesting seeing the blue team's thoughts on World of Warcraft, whether on the community, or the development of the game itself. Community Manager Zarhym had some profound words to share this week regarding the interviews we've been seeing for patch 5.4, and the challenges of setting up community interviews with the different developers. There's been a big, ongoing debate amongst players regarding story development this expansion -- in particular, faction story development. Players feel that the Alliance story has been somewhat left behind this expansion, to say the very least.

Zarhym decided to chime in and comment not only on this topic, but on the topic of interviews in general, and how hard the story development team works on the story behind the game we love to play. Given that we've done several interviews with various developers over the course of Mists of Pandaria, it was nice to see Zarhym's thoughts on the matter. Read on for his post in full.

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Filed under: News items, Mists of Pandaria

How do blues choose what to respond to?

How do blues choose what to respond to

"Why do the blues only seem to comment on silly threads and never in a thread that has substance, provides meaningful insight, or merits actual discussion? This seems a complete waste of time and valuable resources."

This was part of the opening post on a thread in the US forums, discussing the Community Management team's choice of posts to respond to. And it's a reasonable question, a cursory glance at a blue tracker will reveal that many blue responses are indeed on light-hearted threads rather than on the ones demanding feedback on heavy issues. That, or they're commenting on quickly locked posts that violate the forum guidelines, elucidating the reasons for the thread's closure.

Why don't the blues respond more quickly to the weighty, substantial threads? Consider the amount of work required in the background to respond to a question about PvP balancing, for example, compared to the amount of work required to wish a forum a happy Winter Veil. While the latter simply requires a lively wit and a good knowledge of the forum code of conduct, the latter requires a good deal more input, from the developers and designers and more.

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Filed under: Analysis / Opinion, Blizzard, News items

Live chat Customer Support Q&A this Thursday

Live chat Customer Support Q&A this Thursday
Ever had a burning question about the customer service side of World of Warcraft, or other Blizzard games? This Thursday, you'll have your chance to ask. Blizzard is hosting its first-ever CoveritLive chat featuring customer support representatives from all of Blizzard's games. The chat will be focused primarily on World of Warcraft, but the panelists can field some questions regarding Diablo III and StarCraft II support as well.

Keep in mind, this is not a development Q&A -- so keep your questions about whether or not Atiesh will return to the game's loot tables along with Alleria and Turalyon for another time. However, if you have any questions regarding the policies and the customer service side of Blizzard, this is an excellent time to get those questions cleared up.

The Q&A will be this Thursday, December 13, from 5-6pm PST. Unlike previous Q&A chat sessions, this one will be taking place directly on Blizzard's website. And if you need an email reminder, you can sign up for one directly through the official blog post.

Filed under: Blizzard, News items

The role of community managers

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. ;).

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Filed under: News items

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