9972 réponses à ce sujet

[seitani]

Mavaras wrote...

seitani wrote...

poor guy he don't know whats ahead of him

Lol. This is so sadistic of us. I wouldn't have it any other way.

agreed i almost feel quilty for this

[Bachuck]

Jessica Merizan wrote...

Just so you guys are aware, my Twitter account will no longer be a place to discuss BioWare (at least for now). If you're following me there and that's the only reason, I suggest unfollowing me.

I will also be changing my interactions with fans on the BSN to a role that is more moderation focused and less engagement focused. Thanks to those of you who have provided wonderful conversations.

Lastly, despite what someone indicated on an earlier page, I am not a salaried employee. I am paid hourly. It's a good job, but I'm not being paid to engage with the community at 3AM. I did it because I thought it was helpful. I'm sorry that it wasn't.

EDIT: None of this affects my role. I'm still your advocate and am actively collecting feedback, thoughts, questions, concerns etc. 

Ms Merizan,

What I'm about to say I learned through personal work experience.

It's easy to be the community manager (or any form of Customer Service Representative - CSR) when everyone loves the company you work for and they, in the eyes of their consumers, can do no wrong. Those are fun times; they're still work to be sure, but it's nothing terribly stressful.

The real test of a community manager (or CSR) is during the tough times. When you deal with customers/clients who feel betrayed by said company and want answers. When your supervisors put you between a rock and a hard place by throwing a problem onto you, but prevent you from solving it (though in this case you wouldn't be able to solve anything). It is - and this is a massive understatement - difficult. I know; I've been there and I genuinely sympathize.

That said, you are employed by Bioware to help run their community and BW has done its community a great disservice. People feel cheated out of their hard earned money and betrayed by a company they hold dear. It's not all roses and rainbows. These are the times when a CSR is needed most; this is when they earn their money. The unfortunate truth is that CSR's take crap on the frontlines so the supervisors above them don't have to. That is the sad reality for every industry.

However, as a community manager, your original post didn't so much engage the community, as much as chastise them. Let's highlight a few ways you introduced yourself to the thread:

Jessica Merizan wrote...
4) Honestly, if you want people to communicate more, you have to stop ripping apart everything. I'm speaking in generals here, most people don't do this but we remember those people who do the most.

Labeling the insightful and analytical posts in here as "ripping everything apart" was a mistake. I have never seen a bigger group of disappointed customers explain their points with this level of eloquence and civility than the people in this thread. Oh sure there's always going to be a few nuts raging, but they're the exception, not the rule. I've read every post in here that was directed at you and you were shown a great deal of respect and open-mindedness. Were some skeptical? Sure, but that's to be expected. Yet through the pain, frustration and feelings of betrayal, the majority of the members here welcomed you with open arms and thoughtful exchanges. What more can you ask?

Now tell me, after displaying how "constructive" they are, you announce that you'll no longer engage them the same way. To use an analogy - they came to the table ready to negotiate and they're rewarded with the talks being shut down. Is this supposed to build trust going forward? Hardly.

Jessica Merizan wrote...
But this BioWare PR damage control stuff is ridiculous. How can we expect to have a conversation about this when people are slinging around jargon that frankly none of our PR professionals have ever even heard of. You're making yourselves paranoid and rejecting anything we have to say.

Jessica, these were, quite simply, awful points to make and one a CSR reaching out to the community should never state openly. You essentially told everyone that they're talking nonsense and engaging in delusional discussions. That never goes over well - in any industry.

Jessica Merizan wrote...
I respect that even if I personally disagree with the end goal of RetakeME, their means to be heard are noble.

That comment was a HUGE mistake on your part and if I were your supervisor at Bioware, I'd remove you from your post immediately because you just informed the community that their MANAGER doesn't believe in their goals. Tell me, why should anyone believe you have their best interests in mind? I'm not saying you have malicious intentions, far from it, but if you're going to attempt and engage a community, you don't start off by telling them that whatever they're asking for is something you don't believe they should get. This is basic Customer Service 101 and you don't need a degree in anthropology to see what a fallacy that is.

The funny thing is, even with all these points I highlighted, you were still treated with a tremedous degree of respect from everyone here who chose to directly communicate with you one-on-one. The fact that you choose to disengage from the people here is your choosing; but it has nothing to do with them. The raging idiots you may have faced on Twitter - that is unfortunate. Tune them out and hold your head up high. No one deserves abuse here. Not employees of Bioware and not the customers.

I'm proud of the way these people have expressed themselves through this tough and uncertain time. Bioware should be too. All companies should be so lucky to have customers this passionate about their product.

Sincerely,
BaChuck

Modifié par Bachuck, 22 mars 2012 - 03:24 .

[BostonVamp]

joshko wrote...

Lucas Wolfen wrote...

Hey guys, thank you being a harbor of both sanity and compassion.

Both sides of this fight are becoming increasingly unbearable; Now, before the pitchforks come out I'd like to take a moment to explain why I think the Bioware/EA - PR people might be right about how vitriolic the movement is becoming. The BSN has been INCREDIBLY civil about this whole situation, considering that we were lied to about the endings/DLC/etc and this forum especially; but, unfortunatley I think that we may be the exception....

Taking a look around at other forums and social media, penny-arcade, the escapist, IGN, and you-tube even, you start to see what they are getting at. The amount of hate and venom on both sides of the line is getting rediculous. The thing that we have to consider is that Bioware/EA is not just looking at their official forums, they are looking EVERYWHERE so end up wading through a lot more **** than the rest of us.

I am not defending the actions they've thus far taken to resolve this conflict just making an acknowledgement that when social media is saying that we need to "CALM DOWN" they are probably not talking about the BSN.

That being said,
Hold the line!

It's true, we have control of the home turff, but outside we're being misrepresented.

That's why I think we need our own press release; a concise statement of our discontent and goals that everyone could post in the comments section of every news article.

[ericjdev]

I think Jessica stated pretty clearly that the reason she stopped discussing ME on her twitter is because she was sick of us dissecting everything she said, why do we have to keep doing it? She's a wonderful community manager and I respect her decision. She has been a staunch advocate for us and I for one am very grateful to her.

[joshko]

BostonVamp wrote...

joshko wrote...

Lucas Wolfen wrote...

Hey guys, thank you being a harbor of both sanity and compassion.

Both sides of this fight are becoming increasingly unbearable; Now, before the pitchforks come out I'd like to take a moment to explain why I think the Bioware/EA - PR people might be right about how vitriolic the movement is becoming. The BSN has been INCREDIBLY civil about this whole situation, considering that we were lied to about the endings/DLC/etc and this forum especially; but, unfortunatley I think that we may be the exception....

Taking a look around at other forums and social media, penny-arcade, the escapist, IGN, and you-tube even, you start to see what they are getting at. The amount of hate and venom on both sides of the line is getting rediculous. The thing that we have to consider is that Bioware/EA is not just looking at their official forums, they are looking EVERYWHERE so end up wading through a lot more **** than the rest of us.

I am not defending the actions they've thus far taken to resolve this conflict just making an acknowledgement that when social media is saying that we need to "CALM DOWN" they are probably not talking about the BSN.

That being said,
Hold the line!

It's true, we have control of the home turff, but outside we're being misrepresented.

That's why I think we need our own press release; a concise statement of our discontent and goals that everyone could post in the comments section of every news article.

I think the easiest thing to do is get this very thread onto other sites and kkep it updated as effeiciantly as we have it here.

In short
someone for each site runs a thread with an identical OP and fosters healthy conversation, in the thread and the community. As updates are added to this OP the managers on all the other sites uodate ASAP.
With this set up one person and maybe a few others who share a common goal may have an influence on the masses.

[BostonVamp]

ericjdev wrote...

I think Jessica stated pretty clearly that the reason she stopped discussing ME on her twitter is because she was sick of us dissecting everything she said, why do we have to keep doing it? She's a wonderful community manager and I respect her decision. She has been a staunch advocate for us and I for one am very grateful to her.

Water under the bridge. Let's move on.

[Ender99]

MeldarthX wrote...

http://da.twitch.tv/luzarius

Posting again - this is a live feed - guy has no spoilers - perfect time to get someone's reaction in real time

I have it playing int the background while I'm reading posts here. Just waiting for the end. I hope his head doesn't explode.

Stick together and hold the line for as long as it takes.

Modifié par Ender99, 22 mars 2012 - 03:27 .

[Totally Not Swaggacide]

@seitani
I didn't know you were a blanket

[Clockwerk200x]

New articles have appeared from both Gamespot and GamesRadar regarding the possibility of the ending being changed:

http://www.gamespot....hanges-6367380/

http://www.gamesrada...work-solutions/

[SkaldFish]

Neophoenix 78 wrote...

And here goes the infighting. Instead of placing blame on what happened in the past why don't the people who not get it read all my previous posts. It is in the past. Move on. Picking the scabs will result in a loss of support.

Look -- these threads have to be self-monitoring. This keeps coming up because we keep having lapses in civility. My earlier comment was not so much about that specific situation as about the general tendency of this thread to degenerate into snarky comments and a generally negative and accusatory stance. I've brought it up dozens of times over the last couple of hundred pages, and we say "yes, uh-huh, that's true," then it happens again a few pages later. This is not infighting. We have to be able to hold each other accountable, but so much better if we don't have to say anything.

These lapses are strategically significant. Let's learn from them, OK? Be polite even when you don't want to. Be civil even if you believe it's not deserved. It's important.

OK, I'm done. Hopefully there won't be a "next time."

[jtallen123]

BostonVamp wrote...

Is it disconcerting to anyone that in Dr. Ray's press release he stated customer reaction was "a surprise" to them? Does that mean they have a huge disconnect with the likes/wants/desires of their clientele?

I would say yes.  Maybe not huge, but there is a disconnect and really there's no way to avoid it.  It's that way with all game developers, in the end if they knew exactly what we wanted then every game would be a blockbuster.  As it is, it's just like anything else, someone thinks they have a good idea, get a budget, and implement it.  Those that are better at knowing what a "good" (ie profitable) idea is do better in the end.  But no ones perfect.  

It sounds like they expected it to be talked about, the ending that is.  But I really don't see that they expected anything quite like what they got.  This will be a lesson learned for people in the industry on what happens when you take a beloved franchise and end the franchises core structure.  

I'd say the problems were mainly 2.

1) The lack of percieved choice in a game all about choice for 3 beloved games.

2) The complete and utter "ending of it all".  No turning back, crew stranded, hero dead, life in the galaxy over, way of live gone forever with the relays gone.

I think Bioware could have gotten away with one of those, but to do both of them.  It upset enough of the core audience that they got a MUCH larger reaction then they expected.

Personally I'd just be happy with closure in knowing what the bridge to the next story is and it better not be a prequal.   

[MeldarthX]

http://da.twitch.tv/luzarius

seriously guys/gals come watch this - he's near the ending - live stream with no spoilers - aka he doesn't know man I feel sorry for him.

[seitani]

Totally Not Swaggacide wrote...

@seitani
I didn't know you were a blanket

i'm blanket ....what i don't understand

[BostonVamp]

jtallen123 wrote...

BostonVamp wrote...

Is it disconcerting to anyone that in Dr. Ray's press release he stated customer reaction was "a surprise" to them? Does that mean they have a huge disconnect with the likes/wants/desires of their clientele?

I would say yes.  Maybe not huge, but there is a disconnect and really there's no way to avoid it.  It's that way with all game developers, in the end if they knew exactly what we wanted then every game would be a blockbuster.  As it is, it's just like anything else, someone thinks they have a good idea, get a budget, and implement it.  Those that are better at knowing what a "good" (ie profitable) idea is do better in the end.  But no ones perfect.  

It sounds like they expected it to be talked about, the ending that is.  But I really don't see that they expected anything quite like what they got.  This will be a lesson learned for people in the industry on what happens when you take a beloved franchise and end the franchises core structure.  

I'd say the problems were mainly 2.

1) The lack of percieved choice in a game all about choice for 3 beloved games.

2) The complete and utter "ending of it all".  No turning back, crew stranded, hero dead, life in the galaxy over, way of live gone forever with the relays gone.

I think Bioware could have gotten away with one of those, but to do both of them.  It upset enough of the core audience that they got a MUCH larger reaction then they expected.

Personally I'd just be happy with closure in knowing what the bridge to the next story is and it better not be a prequal.   

I guess what is completely baffling is how can you get it right for 2 games in the series and totally blow it in the 3rd, especially if the team working on the project has been working the entire series since Day 1.

[Wyld Star]

MeldarthX wrote...

http://da.twitch.tv/luzarius

seriously guys/gals come watch this - he's near the ending - live stream with no spoilers - aka he doesn't know man I feel sorry for him.

Not sure why I'm subjecting myself to the ending again, but this REALLY does have some lulz potential.

[Nadtsat]

MeldarthX wrote...

http://da.twitch.tv/luzarius

seriously guys/gals come watch this - he's near the ending - live stream with no spoilers - aka he doesn't know man I feel sorry for him.

I want his reaction!

[Wyld Star]

Nadtsat wrote...

MeldarthX wrote...

http://da.twitch.tv/luzarius

seriously guys/gals come watch this - he's near the ending - live stream with no spoilers - aka he doesn't know man I feel sorry for him.

I want his reaction!

Maybe Marauder Shields will save him!

[wantedman dan]

ericjdev wrote...

I think Jessica stated pretty clearly that the reason she stopped discussing ME on her twitter is because she was sick of us dissecting everything she said, why do we have to keep doing it? She's a wonderful community manager and I respect her decision. She has been a staunch advocate for us and I for one am very grateful to her.

There's a difference between dissecting and debating, which the vast majority of respondents are debating.

[Darkeus]

I am not going to watch because I cannot stand to see disappointment. Either he is going to be totally pissed off or we will be pissed off because he liked it.

[Totally Not Swaggacide]

@seitani
You said you were 'quilty'
I was joking I know it was just a minor mis spell

[ericjdev]

He got past Marauder Shields, all hope is lost.

[blurryhunter]

Bachuck,

I can say with the utmost confidence that what you said I mirror whole heartedly. As a player of the Mass Effect series and a fan of BioWare, I am absolutely proud to have seen this level of attention and civility in the face of what many see as such a terrible grievence.

I said it before that I wasn't sure what side of the fence I should be standing on. I'll tell you now that in the past two days since I said anything at all on here, I have shifted my stance definitely in favor of this vocal majority. And I'll tell anyone, up front, that this group is the vocal majority. Sheer numbers of consumers may label it as a disenfranchised minority, but of those that speak about the game, this group is the majority. Hands down. That's just from viewing sites about the issues, their comments, and these forums. And almost every one of those comments have a degree of civility that is outstandingly rare among upset consumers of video games.

I'm shocked at some comments I've seen labeling the people backing this as whiny, entitled gamers. It is almost like they hear a group is complaining about something a developer did and immediately labeling them, having never truly took the time to look into the issue with a neutral stance, or read anything both sides have had to say. After my stint of neutrality, I'll tell you, I'm in this camp.

I might not hold all the same reasons for change you do. I can't say it's eating me alive. I can say I'm disappointed in what I witnessed at the game's final conclusion and I will say that every ounce of proof I've read involving the discussions between these players and this company sway heavily in favor of the players. It cannot be said they have no right to take issue when the evidence leveled in the interviews and quotes that came from them are, for want of a better word, damning in and of themselves.

I know a good cause when I see one and I learned, really quickly, you do what is right because it is right, not because it's easy, not because of potential reward. I'll stand for this because I know it is right, outcome be damned.

You stand firm, stand strong, and stand together. You are in your right and let no one tell you otherwise.

Modifié par blurryhunter, 22 mars 2012 - 03:43 .

[jinxter69]

Vap0ur_Snake wrote...

What's happened? I can't actually find all the arguing but I've heardentions of it. Has someone sent in a "plant" to try and cause a ruckus?

If someone gives the lowdown that would be great.

Also, has it been defused?

Freaking AWESOME! 

[seitani]

Totally Not Swaggacide wrote...

@seitani
You said you were 'quilty'
I was joking I know it was just a minor mis spell

ok yeah now i got it:D

[BostonVamp]

Darkeus wrote...

I am not going to watch because I cannot stand to see disappointment. Either he is going to be totally pissed off or we will be pissed off because he liked it.

Well if he does like it, that's okay. Everyone is entitled to their own tastes...even if it's bad.   (kidding!)

If he likes it, he likes it. Good for him!