I appreciate the letter, but would’ve preferred something more personal like Jo posting something here himself. Hard to feel like it's Jo when CMs are editing it. IMO, you guys really need to move from rehearsed and polished letters like this, to more candid communication. Still, there was some good information and comments.
There were also some things that caught my eye in that article, and warrant a response.
People first, game always.
That's a nice slogan, but what does it actually mean? Which people and which circumstances will this apply to? I'm assuming this is a "
customer first" kind of slogan. If so, this is a welcome change. Is this something that CS and moderators teams will be embracing? There's room to improve on feeling gratitude from ZOS that we're your customers.
Turn square corners*—integrity is our guiding light in all we do.
Can we get some examples where integrity guided a decision? Example where it’s often not: the crown store. IMO, having a system where so many utilities (
armory and outfit slots) are character bound, timed deals, and RNG crates doesn't seem like integrity is the guiding light. Feels like the guiding light is creating enticing products. There’s also quite a few items that target vulnerable new players. Based on previous streams, I don't feel like this feedback was well received. I certainly haven't any changes made.
Own our mistakes and make repairs quickly.
Aside from some of the reversals in U47, I can’t think of many times where repairs were done quickly. And even more, I'd love to see a list of what you guys actually consider mistakes.
I think there's a tone problem. It feels like when mistakes are made, we're still being talked
at, rather than talked
with. The anniversary year had some really big issues with events, and I don't feel like they were handled in the warmest fashion. It seems like in a lot of those circumstances, we get this paternalistic tone from CMs, rather than gratitude and honest reflection. Imagine going to a restaurant, they mess up your order, you send it back, and they give your order back 45 minutes later and say, "
be grateful we didn't kick you out".
When you guys "
own your mistakes" - will that reflection be community facing?
Get a little bit better every day by being open to feedback and focused on learning.
The subtext here feels like it's "
we weren't open to feedback before, but are now". In any case, that's great. There's a lot of areas where you not only need to be open to feedback, but act on that feedback. Combat changes is the big one, so's the crown store. The issue isn't just being open to feedback, it's engaging the feedback. That's always been the bigger issue IMO.
I wish you guys well in learning, sounds like there's going to be a lot of upskilling. Please just take it slow with changes while that confidence is built. Truly hope there's some much needed culture changes.
In any case, looking forward to the future. Hope ESO's around another 10 years!