How to manage a community

So, typically I want to avoid this sort of stuff. Generally blog posts that are rants/examinations don't fit an all purpose area like this, and I have no intention as to delve into either of those fully. Today, we're going to be taking a good, hard look at how Blizzard fucked up in their latest Overwatch patch, and examining what this can tell us about how to handle a multiplayer game in general. If you don't play Overwatch, I'm gonna try to keep it understandable, but no promises.

Source

So patch 1.8 came out a while ago, and take one look at the forums at the time... oof. People were not happy with this update, and I'm honestly fully in their court here. I'm not here to rant or get mad, though. Let's take a calm look at the individual aspects of what mess the two weeks leading up to the update were. Obviously the response from Blizzard to fix this stuff has been swift and responsible, but I still feel it's a good idea to examine what not to do.

So let's start with the elephant in the room, or in this case, omnic: Bastion. The general community consensus was definitely that he was at least a tad overpowered before a hotfix brought him down a notch. While this might seem to be just a simple bad balancing issue, I don't think that's what you should be taking from this alone. Bad balancing happens all the time in every game, and the real issue lies elsewhere, I feel.

This is a prime example of a negative player behavior loop, one that is plain to see because the test server completely failed to catch this. The root cause is a lot more general and I will get to that, but right now let's look at why offering a direct incentive is a lot more important.

So when it comes to what is beta testing, in essence, there needs to be a big incentive for players to get in on it. Remember that it can be a big ask to get players to even load up the PTR in the first place. An entire 2^nd copy of the game needs downloading, plus any and all time you spend on it won't affect your progress in the actual game. Not to mention that it can be buggy, and a low player count means worse matches, and so on. It's a big barrier to entry for many, and what rewards do they get? The satisfaction of helping the game maybe?

What we're looking at here is what would be instantly identified as a poor rewards system inside any actual game. When all you have to offer is the vague satisfaction of maybe helping, that's going to be a nonexistent incentive for anyone not caring about high level play, for one. It's easy to forget that people will still follow said systems outside of the direct game, but this is a great example of this in action.

So, what about Bastion himself? The main issue that sprung from him was ultimately swinging the balance hammer too hard, too silently. Balance is already a tricky thing to do, but what I think a lot of people forget is that the developers have to take into account the community reaction when implementing or even suggesting changes.

Now, the community is often wrong when it comes to what they think is right for balance. Rightfully so, as we're not game designers, nor do we get paid to do this. However, that fact is a tricky one indeed to balance with what's right for the game. What's right is not always what will be percieved as right, and outrage among the playerbase can run rampant, making forums a mess and from an outsiders perspective making your game and playerbase look a lot worse.

Now in this case specifically, the community turned out to be very correct in their assumptions, and Bastion did swiftly receive nerfs a mere days after his buffs went live. So why the outrage? Point number 2: communication.

See, generally Blizzard are pretty good with communication, providing regular updates and posts for the community. However, developer updates and the like can be a bit sporatic, which makes sense. However, get a change the community doesn't like and have it line up with an unfortunate 2 week radio silence on it, and, well...

It was like a weird microcosm of a really resentful community for 2 weeks, let me tell you. Players got frustrated at the changes, frustrated at the lack of communication, and frustrated at how vague everything felt. It went from a pleasant relationship to a one sided shouting match.

That is lesson number two from this whole mess. Communication, however small, matters. You cannot rely on your community to moderate their feelings nor can you assume the best. If you set a standard of communication, stick to it. Doubly so when you're introducing huge change. Those are the times when the community is at the most volatile, when it's at its worst and most emotional. That's when the real legwork by community managers needs to be put in, and that's when you can make your game and community truly great.

And to cap this all off, the community outrage seemed to disappear in one simple dev post. That's all it took. Players are not anger machines. It is possible to control them and their emotions, odd as that sounds. With the right updates and openness, anything is really possible when you're making a multiplayer game in the community.

Short and shallow post this time, been busy, sorry bout' that! Hope you enjoyed anyway.