Massively^™

There were a great many things I took away from my experience at ION 08 this year. I learned how amazing community managers can be. I also learned how much they put into their communities -- if you're wondering, it's quite a lot. Among all the waves of information I soaked up there were little leaks of ideas to take away as well.

During the "Online Games in 2013" panel there was a point of Damion Schubert's presentation that piqued my curiosity. It was his prediction that MMOs will see far more "Duoing" content. The fact that playing with a friend or two -- along with playing solo -- could become much more ubiquitous fills my heart with hope. If you're wondering why, I'll be more than happy to explain.

Onto everyones favorite topic: "Fuckwads!" They're usually absolutely negative, but can they be converted?

Katie says, "You can convert them!" She's rather optimistic as her URU Live experiences have taught her that anyone genuinely interested in a game can be turned to the light side. Apparently back in Katie's URU Live days there were three guys who "vehemently" disagreed with each other, but did agree that the game was broken. These three guys had an incredibly impressive discussion in a thread, so Katie invited them all into a chat room one day. She told them how impressed she was with their ability to articulate their complaints and issues. So she asked, "Do you want to be moderators?" and they agreed! In the end these three players ended up being huge advocates of URU Live. Two of them even did some tech support for the game.

Identifying what a person is trying to accomplish through their behavior is also key, says Victor. Some of these people are just trying to get some attention unfortunately. Time can be wasted on the wrong people, so being able to locate and invest in people who can be brought over from the completely negative is an important skill.

Meghan brings up the ones who are hopeless. There was a poster in the Lord of the Rings Online forums (a LotRO Scholar) who took great pleasure in beating people with his intellectual epee. This person eventually had to be banned, but since he'd developed a niche group around him he did take some people with him. However, it truly was the best choice for the community.

If they're not a true "fuckwad" who's just trying to beat people with their intellectual epee then give them an NDA and beta access, says Craig. Letting them see the game -- and try the game -- for itself can alleviate many fears.

How do you balance the smaller fansites with the big PR-fueled media outlets?

"It's hard." laments Katie. Meghan chimes in with agreement, "I love the grass roots." she continues, "they're the people supporting you for basically nothing." They do it purely out of love and passion. "You can't not appreciate that." admits a solemn Meghan. Still, the truth is that developers need marketing and PR. "Sometimes you want to give the smaller sites screenshots, but you just don't have them." It's a tough place to be.

Something that Craig points out is that simply showing up letting small sites know that, "Hey, you guys rock!" is all the validation most of them need. It's easy and very important.

Katie mentions that she filters the smaller sites through her by taking their questions and answering some of them to the best of her ability. Then, she takes these answers to the PR folks, who of course just have to improve them (can you see the high-level trickery here?) before giving them back to her. This is a great way to reward the smaller sites.

Someone in the audience suggests that big sites have passionate writers who are hired for that very fact. "Big sites aren't all completely soulless." remarks Steve.

A trick that Craig makes use of is quietly suggesting to smaller websites to pay attention to news feeds over the next hour or so. This way the big sites still get that sexy press release while the small sites are able to talk in-depth about it right away. Katie brings up the problem of there being so many smaller fansites that tipping even several can make others feel like there is preferential treatment going on. She did however invite a local fansite to attend office events, purely because said fansite was nearby.

Steve asks about hanging the big carrot stick in front of players so they'll be good in order to earn a early beta slot. He asks if the panelists have been any good or bad uses.

Immediately Craig chimes in with, "Such as using a website where you have to play for membership to download the beta?" A square upper-cut to the jaw if I've ever seen one.

Another thing to keep in mind is that giving beta keys to smaller sites so they can give them away in contests is tricky. The contest has to be incredibly fair and nigh un-cheatable. Also, it's important not to announce the names of the winners in beta slot contests, because while that may sound cool it's only really announcing the 999,999 other people that they lost.

Of course the risk of letting influential individuals from the community into the game early on is "unexpected results". There's a lot of excitement about a game between the moment it's announced and the day it launches. Many players can't touch or feel the game out for themselves, so there's a risk of players building up a game in the mind that's completely different from the actual title.

Craig says that it's also important to clarify what's really going into a game with the game's lead. Otherwise you'll end up over-promising, which is of course very bad. "Yes you're going to have unicorns that poop Pegasuses!" exclaims Craig. He something else well-worth remembering, saying "Once you say it, that's it. It's for real now. Somebody from the company said it and that's it."

Next is the topic of dropped features which have been previously promised.

We don't talk about something publicly until we see it, says Meghan. Most of the panelists have learned this lesson in the most bitter of ways as all heads are nodding in agreement. "Don't talk about it until you see it." goes the mantra.

Katie says to be honest and genuine, admit that you were told to say it and so you said it, then apologize. Craig chimes in to say clear communication is incredibly important in all things. "It almost never happens, but there are times when you are told to go and say something by someone in the company." Craig reveals a bit surprisingly, to me at least. "I don't say this very often," begins Victor, "Part of our job is to advocate for the customer." A community manager sometimes needs to remind upper management that their reputation with the community literally relies on what they say. Craig also recommends trying not to say something that was dropped will be in a patch or expansion unless a lead developer commits to it.

"I like getting paid, so at the end of the day I'm going to do my job." notes Craig. It's best not to lose your job over it. Hopefully -- if you're lucky -- the company you work for respects the role that a community manager plays in the success of the game.

Meghan brings up the fact that it's a good idea to slowly break the news to the community when you do make the post. Make it an open discussion and lead up the breaking the bad news slowly.

"Hey, we cut that feature!" yells Craig while giving two thumbs up.

In all seriousness, a community manager has to speak to the large audience first. If there happens to be small pocket of players that are complaining loudly it's ideal to attack it and find out their issues. However, the general audience does come first. Meghan adds, "Just making sure that players know you're working on it helps."

Another fun story from Katie, this time about a player they recently let into the "Friends and Family Alpha" for Stargate Worlds. This player literally could not get into the game. They ended up getting in touch with a developer through an instant messenger and figured out what the issue was together. Bringing the right players intimately close with developers and making them a part of problem solving is a huge part of the overall success equation.

How do you handle negative buzz coming out even with an NDA in place?

Even with an NDA there will be a point when information gets leaked out. Victor suggests taking as much control of the situations as can be taken and to look for the right people to help you spread your message. Allowing people from the community to write up a personal blog post and then send it through PR to "OK" it is smart. Combat fire with fire, essentially.

Katie laments that, "There is always a vocal minority."

"SOE has a crack team of ninjas." Craig says in response to the NDA question.

"Your team is on crack?" queries Katie.

"Yes." says Craig with a great deadpan voice. Or maybe he's not kidding. Who can tell with Grimwell?

What we do know -- or Craig knows, at least -- is that when NDA discussions are leaking out into the Internet it's a sign that these people didn't have a provided place to vent these problems. Without any place else to go they simply post out on their own blogs or forums.

How do you deal with a buildup of negative-focused communities?

"Send them lots of cupcakes." Advises Craig, most wisely. (We finally know the secret to getting SOE to send us lots of cupcakes!) The truth is that these players -- or groups of players -- aren't really interested in your game, they're just interested in being a part of the hate club. It's fun for them to be hateful and spiteful. They simply don't want to do anything else but be angry.

The panel finished with lots and lots of different topics being covered, all of which continued to show me why these people are so important to the successful launch of an MMORPG. Every one of these community managers seem incredibly good natured. That's saying a lot when you consider that this is a group of people who constantly sit between the ire of fans and the supposed apathy of a developer. It's a tough job, but somebody has to constantly remind us that we're all just passionate people who all love online games.

Yesterday was the final day of ION 08, but that didn't mean there weren't some incredbly great panels to attend. "Taking Your Community From Pre-Launch to Live" was just one of these panels and to make things even better it included some previous speakers I quite enjoyed hearing from.

This time around the moderator was Steve Danuser (38 Studios) while Craig Dalrymple (Sony Online Entertainment) took a panelist seat along with Katie Postma (Firesky), Meghan Rodberg (Turbine) and Victor Wachter (Cryptic Studios). It's important to point out that all the panelist are in fact community managers, as opposed to Steve Danuser who is the lead content designer and director of community development for his company. However, Danuser was previously a community manager for EverQuest II.

While attending the SOE open house event last night after all the ION 08 panels were finished, we got the chance to sit down with The Agency's lead designer Hal Milton. He talked about the game at length, which of course meant our ears and eyes were firmly directed in his direction.

The first thing we feel is important to mention before getting into some new juicy details, is the recent news about downloadable content for the spy-fueled action MMO. You see there's been some confusion and in speaking to Hal he expressed his desire to clear things up. Players will in fact be able to purchase things with their hard earned money in The Agency, however, these items will not be weapons or equipment. To be clear: From what Hal told us, nothing that gives one player an instant leg-up over another will be for sale.

With that out of the way, lets get on to the new information.

There's always a lot of discussion about what's going to be the next big thing in the MMOs industry. We all love to talk about the future and that's largely because it's a very interesting topic. So we just had to attend the "Online Games in 2013" panel at ION 08. This panel was actually introduced by Peter Freese, the ION Conference Director. It was easily one of the most packed panels I've been to thus far which is saying a lot since all the panels have been pretty well populated already.

The panel consisted of Erik Bethke (GoPets Ltd), Scott Jennings (NCsoft), Bridiget Agabra (Metaverse Roadmap) and Damion Schubert (BioWare). With a group of people like this I was expecting some varied and compelling conversation on the topic of MMOs in 2013. In the end we got just that and a quite a bit more.

One of the strengths of MMOs are their communities. The stronger a community around an MMO is the more likely that game is to last into the foreseeable future. "Successfully Managing a Community Emergency" was a panel at ION 08 full of the people in charge of the communities we all take part in. Fittingly enough all of these men and women have their own friendships based on their shared experiences as well, which makes for a kind of interesting mirror effect. It was like watching the same group of people who post on these forums talk about them -- except with a bit more maturity than you'd expect. Though don't get me wrong, there was a lot of goofing about as they tackled different forum emergencies.

The panel consisted of Katie Postma (Cheyenne Mountain Entertainment/Stargate Worlds), Victor Wachter (Cryptic Studios/Champions Online), Alan Crosby (Sony Online Entertainment), Meghan Rodberg (Turbine/Lord of the Rings Online, Dungeons and Dragons Online) and was moderated by Craig Dalrymple (Sony Online Entertainment/EverQuest, EverQuest 2, Free Realms).

When you think of Sony Online Entertainment, what comes to mind? I'm sure that Everquest, Everquest 2, Star Wars Galaxies and Planetside are some of the titles which most people think about. From what I've recently seen in John Smedley's keynote at ION 08 that's all going to be changing in the near future. While he did tease the audience with a hint that, "There's more Everquest in our future." Smedley left the topic of EQ at that. I've certainly had my thoughts on what the next Everquest experience should or could be like, but it's just my own personal wish.

So why are we going to be looking at SOE in a different light in the near future? Two games are the reason why: Free Realms and The Agency.

What's a virtual world? Why do we even call them virtual worlds when we could easily call them digital worlds, or just simply, worlds? This was just one of the many interesting topics discussed at ION 08 this year in a panel entitled, "Redefining Virtual Worlds for Mass Markert Consumption" which is quite the mouthful. So lets put things in a more understandable -- and far more interesting -- perspective.

Whether you're talking about Club Penguin, Gaia Online or Second Life the truth of the mater is that these "worlds" are here to stay and they all share similarities -- social interaction. Not only are they here to stay, but they've only just begun to grow as a market. Which is why this panel was all the more interesting. The panel includes Erik Bethke (GoPets Ltd), John K. Bates (Mindark/Entropia Universe), Craig Sherman (Gaia Online), Rob Lanphier (Linden Lab/Second Life) and was moderated by David Elchoness (Association of Virtual Worlds).

Not too long ago Gamespot AU got the opportunity to sit down with Andrew Griffin, the senior systems designer for Age of Conan. They took the chance to pick his brain on a myriad of topics ranging from class archetypes to the ever-looming topic of the MMO grind. Of course, most of you know by now that Age of Conan's method of dealing with grind largely comes from its focus on story-driven quests and an active combat system.

Our experiences have shown us that the real-time combat certainly helps alleviate grind-fatigue. Then there's the quests, which are actually pretty interesting in the first 20 levels. Whether or not the combat and quest experience changes beyond the early levels is the big question. Will it change for the better or for the worse? Age of Conan's servers are only about a week away from going live, so we'll all be finding out these answers soon enough.

So I'll admit it. I've been pretty hard on World of Warcraft ever since The Burning Crusade launched. A large part of the reason I've been so down on the game is because a lot of Burning Crusade's end-game content came off as incredibly daunting to me. I never had any interest in most of the raids offered in the game simply because I didn't feel like going through all the hoops to access them. Sure there were the 5-mans, but most of the super-cool content was still locked away from me.

Even with the original announcement of Wrath of the Lich King, I felt complete disinterest in the expansion as it seemed to be more of the same. More raids, more high quality content that was probably going to be locked away behind hoops, barrels and fire pit traps. Yet that all changed yesterday with the icy cool wake-up blast of new information that jolted my interest -- something I thought could never happen again with World of Warcraft.

This week's installment of Cryptic's ongoing "Meet the Team" is all about Michael McCarry and his role as a programmer on the team. He spends most of his work time on the powers and advancement system in Champions Online. It's worth noting that Michael is also one of the only two Canadians currently on the team -- a fact that he's quite proud of. We have to mention that his gaze makes us wonder if he's got some kind of evil plot for those of us planning on eventually leveling up our heroes.

Michael cites Champions Online's combat system as the feature he's personally most excited about. What's interesting about that is his current game obsession happens to be Age of Conan. While it probably doesn't mean much for the game he's working on, it does go to show that people at Cryptic are paying attention to similar games -- if only because they look pretty fun in their own right.

Get your decoder rings out kids. It's time for a super-special secret broadcast for this recent Champions Online Q&A, brought to you by Ovaltine! Well no that's not true. Actually, this particular decoding article is brought to you by the guys over at Rock, Paper, Shotgun and it isn't trying to sell you more Ovaltine. What the article is trying to do is explain some of the answers in the recently published community Q&A all about Champions Online.

Most of the commentary covers the powers customization answers and rightfully so, as they're a bit daunting for people that haven't experienced a point-based table top RPG before. So if you're not experienced with the pen and paper version of Champions or un-familiar with pen and paper RPGs completely, then we highly recommend reading it. As they saying goes: There's gold in them there hills, or possibly some kind of super gamma-exposed uranium that could give you laser nostrils able to cut through anything at the smallest of sneezes.

Some of you may have been patiently (or not so patiently, if you're like us) awaiting the closed beta for Battlefield Heroes. Unfortunately, there seems to have been a bit of miscommunication between developer DICE and the community that has formed around Battlefield Heroes. The closed beta -- that started yesterday, May 6th -- is invite only for the time being.

DICE is quick to point out that this is for the first phase of the beta only and that eventually everyone will be able to apply for it. What's a bit surprising is that so many people apparently hit the official site yesterday it actually went down for a while. Seems like DICE may be onto something with Battlefield Heroes, but only time will tell.

[via Blues News]

If you somehow missed All Points Bulletin back when it made some serious waves at GDC '08, then here is your chance to get all caught up. GamesRadar has a preview up that pretty much sums up what we know so far about the title. While the preview is short, it only serves as a reminder to why we're prepared to give a pinky finger or two for this title. Well, the pinky finger offer is only good if the game is able to deliver on its promises, as we're somewhat attached to them.

We're pretty excited to see how development of the game will progress now that developer Realtime Worlds has secured $50 million in funding. Our imaginations are going fairly wild thinking about what new features could make it into the game now.

[via WarCry]

This month we get a look into one of the many cool aspects of Warhammer Online: living guilds. This important Warhammer Online feature is explained by the dreamy Josh Drescher (that's right we said dreamy, just look at those honest eyes) who yet again explains the system in such a way that we cannot help but woo over him -- we mean it, the system.

Anyhow, living guilds are EA Mythic's response to the many different problems with running a guild in MMOs. Everything from the complexity of running a website -- which you don't need with the bevy of features WAR's living guild system offers -- to giving players a powerful reason to join guilds and participate with other guild members in the first place. Did we need yet another reason to be extremely excited for Warhammer Online? No, but it really doesn't hurt to have more of them.