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Posts with tag community-manager

Blizzard comments on how to deal with harassment

Blizzard comments on how to deal with harassment
Community Manager Daxxari made several comments earlier today, detailing how players should respond to and report harassment in WoW. The comments were made in response to a thread on the official forums asking what Blizzard is doing to combat bad behavior in the WoW community. The original poster cited some of the visible efforts Riot Games is making to combat bad behavior in their game, League of Legends, and wanted to know if Blizzard had done anything similar.

Daxxari gave the following response, as well as some advice for players being harassed in-game or on the forums.

Daxxari -- Curtailing bad behavior
Quote:

What is Blizzard doing to curtail bad behavior in their playerbase?

Harassment is a serious issue, and we've dedicated significant resources toward dealing with it. In fact, we have a large support team, and we've (comparatively) recently implemented faster tools to deal with harassment.

If you're experiencing harassment in-game, there are a few steps to take.
  • Don't respond, or get involved in an argument. Stooping to using language that violates our policies simply opens yourself up to suspension, and doesn't accomplish anything. Seriously, don't do it.
  • Use right-click Report on their name next to any lines of text that contain offensive language--the appropriate category should be Language.
  • Use /ignore to close the lines of communication.
  • If your harasser by-passes the /ignore feature and contacts you on an alternate character, immediately place that character on ignore, then open a support ticket to report Ongoing Harassment, and include that phrase, as well as the offending player's name, realm, the exact phrase that they used to harass you and that they by-passed the /ignore feature to do so. Please be detailed, our Support team works hard, but they aren't wizards. Mostly.

On the forums, just mouse-over the offending post, then click the 'downvote' hand, then select the 'Report' option.

You won't receive notification when another player receives any kind of disciplinary action due to our privacy policies, but rest assured that we like to make sure that everyone is on the same page regarding what constitutes acceptable conduct in-game.


In a later post, Daxarri also included links to Blizzard's harassment policy, should players need clarification on what Blizzard considers harassment, and a guide for reporting bad language and names in WoW.

Filed under: News items

WoW Archivist: How forum trolls broke a CM

A Tseric post from 2006
WoW Archivist explores the secrets of World of Warcraft's past. What did the game look like years ago? Who is etched into WoW's history? What secrets does the game still hold?

Last week, I included some passionate but mostly reasonable discussion of debuffs on the official forums from the earliest days of WoW and beyond. The official forums have always been a rough and tumble part of the game -- an area that Blizzard has always wanted to improve.

Trolls invade

One can speculate about a dozen different reasons for why WoW's official forums have been so full of jerks. Is it because there are just so many players and thus so many people with forum access, raising the statistical jerk demographic? Does the game's immense popularity encourage people to demand more of the company that makes it than any other in gaming? Does the ongoing passion for WoW simply make the forums the best place to troll on the Internet?

The forums have become gradually better over time, but the vanilla and Burning Crusade eras were completely out of control. Caught off-guard by the game's explosive early popularity, Blizzard's first team of community managers found themselves overwhelmingly outnumbered in their own forums. They couldn't possibly hope to keep up with the sheer volume of threads being generated. The CMs did what they could, but it was a losing battle from the start. The trolls took the forums by storm, and Blizzard never fully ousted them.

Then, in May 2007, one community manager simply couldn't take it any more.

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Filed under: WoW Archivist

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

A day in the life of Bashiok

Have you ever wanted to email Ghostcrawler? Maybe send him a message ranting about the state of enhancement shaman AoE, or send him one of those awesomely tacky ecards to thank him for giving rogues their 8 billionth legendary? What if he actually responded to your emails? If your name is Micah Whipple, codename Bashiok, this dream is a reality.

Blizzard's A Day in the Life series just published A Day in the Life of Bashiok, one of Blizzard's community managers. CMs can have the dubious distinction of being the third most oft-cursed names by World of Warcraft players, next to Ghostcrawler and possibly Mike Morhaime. They're the players' links to the world-spanning organization that is Blizzard Entertainment and thus the easy target of a lot of hunter angst.

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Filed under: Blizzard, Interviews

Nethaera addresses questions about CM process

Blue poster Nethaera took some time earlier today to answer a few questions posted on the official forums regarding the chain of command between community managers (CMs), developers, and of course, everyone's favorite crustacean, Ghostcrawler (Greg Street, lead systems designer). While Nethaera couldn't answer every question posed, she was able to give a few insights into the interplay between the various departments running the scenes, as well as a few tips about giving constructive feedback.

Nethaera
What examples are best to use to give GC and the Devs an accurate depiction of what has/has been happening?

Information about your class, your playstyle, the types of issues you're running into such as whether you're using a certain spec or certain spells and abilities when you're running into issues. The more specific you can be, the better really. Numbers are good on one level, but sometimes the numbers don't say whether you're having "fun" or not.



Follow us after the break for more insights.

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Filed under: News items

BlizzCon 2010: Blues among you

BlizzCon 2010 is almost here! If you're headed to BlizzCon 2010, you may notice something a little different this year. Unlike years past, when Community Team interaction was restricted largely to moderating panels, this year the blues will come to you -- on the convention floor, that is. Blue poster Nethaera announced this interesting change of procedure on the official forums earlier today.

Nethaera
For the past few years, you may have noticed Community Team members moderating the various BlizzCon panels. This year, things are a little bit different. Instead of moderating panels, we'll be providing BlizzCon updates on the forums, Facebook, and Twitter as well as mingling with attendees around the convention center. That's right, this year we will be among you and look forward to getting meet and talk with you during the convention. If you see one of us, feel free to stop us and say, "Hi".


This begs the question -- who's going to moderate all those panels? Regardless, this is apt to be a fun change for the Community Manager Team. So if you ever wanted to say hello to your favorite flickering candle or floating skull, keep your eyes peeled on the convention floor -- they could be right behind you!

Filed under: News items, BlizzCon

The cynic's guide to World of Warcraft

We tend to be very careful while composing articles here at WoW Insider. We're always mindful that not everyone plays the game in the same way, or has the same experience on different servers or factions, but every so often a certain madness seizes us and we feel the urge to ... tell the truth. In that vein, I am pleased (sort of) to present The Cynic's Guide to World of Warcraft.

This article owes a heavy debt to Ambrose Bierce's The Devil's Dictionary. If you want to see a real master at work, read that.

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Filed under: Humor

Eyonix leaving Blizzard

It's sad news for the World of Warcraft community today as longtime Blizzard community manager Eyonix has announced that he's leaving the company. He announced his departure in a simple and direct post on the official forums:
"For nearly six years, we've shared our thoughts with one and other, we've laughed, we've argued, and we've cried -- the crying part was just me wasn't it? Those times, I'm afraid must come to an end as I've made the decision to explore opportunities outside of Blizzard.
It has very honestly been a huge pleasure, and I thank you all for allowing 'Eyonix' to always remain a very fond memory as I move on."
My perspective might be a little different than some readers' due to my employment history, but I've always felt for the plight of the community manager, especially at Blizzard. Become emotionally detached, they say you're not passionate. Become emotionally invested, they say you take it too personally. Eyonix has generally managed to strike that particular balance -- no mean feat for a community manager, especially one for a community so inherently unmanageable. He was one of the good guys.

We'll likely never know what caused his departure, especially given that there was definitely no horrible public meltdown accompanying this particular exit, but I hope that the move is a positive and fortuitous one for him. Even when I might've disagreed with the Community team at large, I always supported Eyonix.

Godspeed, little whelp.

Filed under: Blizzard, News items

Forum post of the day: Go blues!

Snaboo of Greymane shouted out to the Blizzard posters on the forums. He appreciates that they are being customer focused and social. This elicited positive responses from a handful of blue posters, except Bornakk, who's still grumpy.

Some posters disagreed about the attention the blues pay to the community. That they are slow to respond to "serious" questions or that they seem disrespectful of players. Crygil pointed out that in many cases there are several threads on a particular subject. The blues try to address at least one of them, but aren't able to respond in all of the threads on a single topic.

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Filed under: Fan stuff, Virtual selves, Blizzard, Forum Post of the Day

Official forums temporarily set to read only

As soon as players could access them, the official forums went up in flames. Downtime, PvP gear bugs, the mail debacle, and the usual game balance crying. The forums were an utter mess. I think all of us have enough experience with those forums to know that people can't keep things to one thread, and with increased traffic due to downed servers... well, it got ugly.

It apparently became bad enough that select forums had to be switched over to Read Only mode for improved accessibility, Zarhym says. I assume this is a response to very, very seriously increased traffic on the official forums. The forums (and the official website) went up and down throughout maintenance today, keeping many players in the dark about what was going on. Communication with the playerbase is one of the primary roles of the community managers, and it's really hard to do that when the forums are in the state they were. I'm a regular poster on my realm forums and it's a bit jarring not being able to post there, but it's for the best.

Filed under: Analysis / Opinion, Bugs, Blizzard, Forums

Zarhym floats, posts, and toasts

Forum regulars were treated to a new Community Manager over the weekend in the form of Zarhym. We don't always cover every appearance of a new blue, but when we do, it's usually interesting. What's noteworthy about Zarhym's appearance is that he has an unusually cool avatar, and a few folks have already begun speculating about it.

Zarhym hasn't posted a lot yet, but he's starting to show some personality. He's passed out some Kool Aid toasts, but is sticking to the not-quite-canned language about class balancing and ongoing development that we've come to expect from CMs. We also know his first levelling experience to level 40 was a Gnome.

I haven't seen any of the existing CMs disappear, though. My guess is this staffing expansion is related to the upcoming game expansion you might have heard about. Not only are there more players coming around to WoW, but those players are going to be busy posting questions, analysis, and complaints. Zarhym will probably help the team address all that, without lessening their existing service. Good luck, mate!

Filed under: Analysis / Opinion, Blizzard, News items, Expansions, Forums

Drysc on Blizzard customer service

We are all rather critical of Blizzard at times. After all, many of us spend an inordinate amount of time in the game; especially the WoW Insider staff on patch days. We expect things to work in a certain type of way, and we expect that when we encounter a problem, things will be solved ASAP.

Nothing is wrong with these expectations we have, and indeed we should have them. After all, we want this game to be the best game possible. For many folks it's the only one they'll play. The happiness and smooth sailing in game is principally the responsibility of the customer service department at Blizzard. They're the ones to fix our issues when something goes wrong.

Drysc, one of the most visible community managers, made a wonderful post earlier this week on exactly what happens in Blizzard's support services. The full post and response are worth taking a second to read. The bullet points of his posts are as follows:

Read more →

Filed under: Analysis / Opinion, Bugs, Blizzard, News items

Baron Soosdon hired by machinima.com


Machinimaker Baron Soosdon (you've seen his work here multiple times before) has been hired as a community manager over at Machinima.com. His first order of business as a CM seems to be to create some exclusive movies, "a series of some sort for starters." He'll also apparently be handling other WoW-related machinima content, and he asks for ideas about contests as well, so we can probably look for those, too.

Seems like the perfect place for him to be, and it's terrific to see that such a talented "machiminauteur" is going to be getting paid to do what he's good at.

[Via Machinima for Dummies]

Filed under: Machinima, Odds and ends, Blizzard

L2p Paladin with Eyonix

Earlier today, Eyonix created a rather unique thread on the official WoW Paladin forum. He made it clear that he wasn't asking for feedback to give to the developers on the class, but rather that the questions would come from him as a player of the game. Apparently he made a Paladin alt a couple of weeks ago and is seeking advice regarding the best leveling strategy.

Threads like this pop up in the class forums quite commonly. When faced with the grind from level one to seventy, players often turn to the more experienced members of their class for advice on talent builds and leveling strategies. Of course, those players are not also community managers, posting with the hallowed blue text.

As you can imagine, the thread is already quite long and only promises to grow longer since Eyonix has mentioned that he'll be keeping it updated through the week with new questions. It's interesting to see a Blizzard employee posting his talent spec and asking typical player questions and there is actually a lot of good advice on playing the class. Head on over to the Paladin forum to check out the thread yourself and L2p Paladin along with Eyonix.

Filed under: Paladin, Forums

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