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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.

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.

The Lord of the Rings Online lorebook has had another two worthy additions over the last few days, with updates being added for Flosi the prospector and Dori, formerly one of Thorin Oakenshield's thirteen companions. Although not particularly famous in the Lord of the Rings lore, the name Flosi should ring a bell for many players, as he is located near the frequently visited Thorin's Hall. He is involved in some low level quests, and those wanting to find out a bit more about a familiar face can visit his new lorebook page.

Dori will likely need less of an introduction for LotR fans, as he and his brothers Ori and Nori were involved in the adventures of one Bilbo Baggins -- often reluctantly, as the inexperienced Hobbit caused a fair bit of extra trouble for the party. In LotRO, he can be found at the Othrikar outpost in the North Downs, and players exploring this area may end up assisting him with his mission there. You can check out his newly added page at the lorebook.

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).

Nothing like a yummy, relaxing Sunday to enjoy some down-time. And fishing is right up there as a traditional Sunday relaxation activity! (Of course, this isn't quite the same kind of fishing as the old-school variant.) Today's One Shots comes to us from Ravric, a Lord of the Rings Online player who writes:

Ravric, a Captain from Dale, fishes while his Herald, Maiden, watches for nearby trouble. This watering hole just outside the ruinhold of Ost Guruth in the Lone-lands is a great relaxing fishing place. Although, orcs, spiders, and wargs do come along to catch a wary traveler.

Do you have a screenshot of your lazy Sunday downtime? Do you enjoy a particular mini-game in your game? Send us some screens at oneshots AT massively DOT com and tell us about them! We're always curious to know what's going on in different games.

Earlier this week, the second minigame went live at Turbine's official teaser site for the first Lord of the Rings Online expansion. LOTRO players are eagerly awaiting launch, but for now mini-games will be available at the "Unlock the Mines of Moria" site. This is the second game released to the site, the first being the King Under the Mountain dice combat game. Registered players not only get to keep track of their progress with the games, but have the opportunity to unlock videos, images, and even in-game items for their LOTRO avatars.

Swig and Toss is the name of the new game, and combines two great tastes into one peanut butter/chocolate whole: axe-throwing and drinking. Players participate for 10 rounds, drinking and throwing axes as best they can. Each round also includes betting, with players having to decide the cost/benefit of more drinking (more risk) vs. betting. When you miss the dwarves are pretty merciless in their derision, and eventually the drinking and throwing devolves into a blurry, moneyless mess. It's still great fun. Check it out at the official Moria site.

We're not entirely sure what happened here, but perhaps this explains why we haven't seen as many Lord of the Rings Online shots lately. Wookadan from the Meneldor server writes: There must have been some sort of glitch that I ran into, because all of the water was glowing white. [It] made the screenshot look like I was being abducted by aliens or something! We suspect it could also be Gandalf playing pranks on people, too.

Do you have some odd or interesting screen glitches that you have taken snaps of? Perhaps you just like the look of a certain world. Whatever the case, we want your screenshots. Just toss them into an email to oneshots AT massively DOT com. Yours could be next!

Kill pathfinders and windtalkers. Forge a new blade. Look in an old library for a man's son. How many quests have we done in our careers in MMOs? Too many, right? That's usually the answer. But when I ask you, "Well, how many quest texts have you read?" Well... that's another story entirely.

We complain about many things... the grind in our favorite games, raids and endgame content, nerfs... People are more than willing to spend time reading patch notes and outside guides for their favorite games, but there's one thing that apparently most gamers don't want to take the time to read. And, ironically enough, it's one of the few few things that spends the most time in front of a player's face - quest text boxes.

Developers, you spend alot of time making sure your content is perfectly tuned into your lore and your history, but be rest assured, very few of your players will take the time to read it or care.

We're sure you've heard the exciting news and most recent information on Lord of the Rings Online: Book 13 Doom of the Last King, which was released last month. You've probably also heard about the recently reduced pricing for the game, which was announced for the first anniversary of the game's launch. But we have some even better news for you.

This upcoming weekend, from May 8th through the 12th, you'll get to experience everything Middle Earth has to offer for free in a special Welcome Back Weekend. You can fire up your old characters that you may have forgotten about or create some new characters to test the most current changes. During this time, the anniversary celebrations will continue, so you can participate in those as well!

One of the biggest problems an MMO developer faces -- after successfully launching their game and achieving a healthy bases of subscribers -- is keeping their game fresh. In some cases, developers have attempted a sequel, but the problem with that lies in getting the player base to move over.

EverQuest 2, Asheron's Call 2 and Linage 2 all faced seemingly lower subscription numbers than their predecessors. It would seem that sequels -- while able to be successful -- don't live up to the same success that the original games had. It's possible there could be an exception to the rule someday, but so far there hasn't been.

If you missed out on the lifetime subscription the first time, and you live across the pond, then do we have a contest for you! Eurogamer MMO got their hands on some tasty Lord of the Rings Online special editions, one of them being the Exclusive Collector's Edition, which you can't get in stores anymore.

This hefty, and beautiful, edition of Lord of the Rings Online comes with more features than you can shake Gandalf's stick at, but most importantly, it comes with a lifetime membership to LotRO. It use to retail for a whopping 150 pounds when it was in stores (which it isn't anymore) and it can be yours by entering the contest!

Speaking of shaking Gandalf's stick, Gandalf just so happens to be the topic of this contest. Simply answer who played Gandalf in Peter Jackson's Lord of the Rings, and submit it to Eurogamer. The first person who's drawn at random with the correct answer will get the Exclusive Collector's Edition. 10 others will be winning LotRO Gold Editions, which aren't anything to scoff at either!

Plus, with Book 13 just recently hitting servers, now's a great time to pick up LotRO for yourself. So what are you waiting for? Get going! Just remember though, this is open to Europe only. Sorry North Americans, but we already had a contest for you.

It's been a big week in massively multiplayer games, and to keep things interesting we have a few brand new screenshots of two of the biggest games on the market. The folks at Turbine sent over a fresh batch of Lord of the Rings Online images, further showing off the fantastic new Forochel area that was added in Book 13. Check out the gallery below to see ice skaters, more Mammoths, and a bigger image of that fantastic clan halls shown above.

Then head down to our Age of Conan gallery, and take a look at two of our new and exclusive screenshots sent over by Funcom. They highlight the game's fantastic architecture, and the sense of place that the designers have evoked in the world. Creepy crypts and aging ruins are the norm in Hyborea, and our screenshot gallery will take you everywhere in between. For details looks at the two new shots, click on down below the cut.

The website Private Equity HUB is reporting on a big development for Turbine, the makers of MMO titles Asheron's Call, Dungons and Dragons Online and Lord of the Rings Online. The company has acquired a new investment of $40 million from Granite Global Ventures and several other previous investment groups. According to the site, this makes a total of $90 million at Turbine's disposal. The company has only 'pulled down' $25 million of that money.

peHUB goes on to speculate that the company will soon be announcing some major shift in business strategy. It offers up the possibility that one or more of its games will be making the jump to a console platform. Another possible future for the company: mobile gaming somehow tuned to the MMO marketplace. Whatever the news, Turbine's strategy is expected to be unveiled within the next two weeks.

[Via Gamasutra]