AkJon Ferguson
JC Ferguson and Son Ltd
Ferguson Alliance
43
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Posted - 2011.12.02 23:14:00 -
[2] - Quote
Here's how it should have gone:
From your perspective, at what point did it start to go wrong?
It's hard to say precisely, but it probably all started way back when we didn't sack a developer who was cheating in-game for the benefit of his alliance. Later symptoms of that lack of integrity were seen when we ignored CSM V, let horrible economy-breaking mechanics into the game, abandoned EVE development for 18 months, ignored player demands that we focus on excellence, published that contemptuous embarrassment known as Fearless: the Gordon Gekko Issue, sent our devs onto the forums on anonymous 'white knight' alts, and banned dissenting voices from our forums for trivial reasons (like one of our more outspoken customers who called someone at CCP 'terrible', for instance.)
We know that an uneasy peace was reached at the emergency meeting with the CSM, but what was agreed? What was the atmosphere like at the meeting?
Nothing concrete was agreed. Our objective was to mollify the CSM by liquoring them up, appearing to be earnest, but without agreeing to anything binding or admitting to any wrongdoing. We achieved our objective. Really, the summit was irrelevant and we only took action when people unsubscribed.
The atmosphere was guarded.
And how bad did it get? What was the effect on subscriber numbers, and therefore revenue? Was there any player interest in virtual item sales at all?
Well, we just laid off 20% of our workforce, so that should tell you something. A few trolls bought monocles, but no, there was no significant player interest in virtual item sales.
How much of what has happened can you attribute to the fact that there wasn't exactly a best practice guide to follow? Eve is this truly unique thing,
None. That would be a cop-out. If we had stayed true to the concept that we began with and sold of a harsh, but fair, long-term oriented sandbox game, if we had polished the game, balanced the game, been ethical and honest with our customers, our colleagues would still be employed. Our core playerbase is INCREDIBLY loyal and it took a truly colossal betrayal by us to so thoroughly alienate so many of them.
CCP has said the steps youGÇÖve taken were necessary for Eve, and CCP, to survive and grow. If you could go back in time, what would you do differently?
Well, I must admit that we've said a lot of things that just weren't true. There're so many things we should have done differently, but if I had to focus on one it would be listening to our most wise and intelligent and knowledgeable customers when they give us advice. I mean people like Mynxee or Teadaze, just to give 2 examples.
CCP has reduced headcount, and promised a reduced focus. But I assume work continues on all your previously announced projects? How are you operating day to day now? Does that mean Dust/World Of Darkness etc are facing delays?
I'll be stunned if Dust doesn't flop immediately and I'd bet my left arm that WoD will never be released. Oops, did I just say that out loud?
CCP has promised improvements in your day-to-day operations and community relations, and offered incentives to bring people back. What else do you have planned?
The greatest incentive we could offer to bring people back would be to fix the game (the PVP side, the interface, stuff like FW, and the economy,) pledge a renewed commitment to the sandbox concept (by not meddling in the PLEX market by printing ISK and buying PLEX to drive up prices, for instance,) and prove to folks that we truly get it by being completely honest and transparent in our dealings with our customers. ... But seriously, we're offering a 4% discount on bulk PLEX purchases.
It's a bit of a stretch, but how do you think current affairs have affected what's happened this year? It's been a year of civilian unrest: Arab pring, London riots, Occupy Wall Street. Blockades at trade points...do you see parallels? Does this not suggest that Eve is, not just a community, but an economy, a society in and of itself?
Did that Lost in EVE fellow write this question? Next question.
And as such, despite the events of this year, are you still proud of what you've created?
EVE is a wonderful creation. But it was created 8 years ago and most of its creators have moved on to other projects. Most of us are like the abusive step-father who moved in. I'm not proud of what we've done to someone else's creation over the last 2 years, no.
What lessons can other people learn from this in terms of community management? You have given Eve's community unprecedented freedom, and from that, control and power - has that not now proven to be dangerous?
Well, if we had been even more draconian in dropping our banhammers, the conversation would have simply moved onto forums where we could exercise utterly no control whatsoever (and to some extent it did anyway.) I think the main lesson is not to treat your customers with contempt in the first place. |