Transparency is a Two-Way Street

zazamalek · June 2014

On-request x-posted from Reddit.

Earlier on before-and-during Early Access I identified ZOS attempting to be transparent with the community. I'm not sure if this was a conscious decision of theirs but I did always feel like I knew what was going on (even if I didn't know as much as I would have liked to).

This honesty was met by backlash from the community. Accusations of "lying" and "unmet promises" were made. Any reasonable person in that situation would cut risk and tread carefully - exactly was ZOS did. After about 1½ weeks of our behavior they likely determined that providing transparency of any form was a big PR risk and went silent. If the more verbal aspect of the community is throwing accusations around the media will (and did) pick up on it and blow it out of proportion - as the media tends to do. Ultimately transparency resulted in lost customers for them, due to our reaction to it.

People only want to hear good news, but that's not what transparency is about at all. This game has a sub fee which means the majority of players are likely adults - why can't we behave like adults? Bad things happen. This patch has broken my most important part of the game (PvP) and yet; I'm OK with that - before hitting the FPS drops I noticed incredible improvements to my network-related lag; my build is more viable. When they fix the FPS drops, oh boy oh boy, I have some good times to look forward to. There is one sour egg in a batch of golden eggs.

I'm generally not the "I told you so" type of person, but in this case I feel it's important to point out that I did - even if my audience was limited (I can't even find where I originally said it). We've seen it happen over and over again, the most recent and relevant example apart from ZOS being ANet: the community slammed them and they went quiet.

So it seems ZOS are giving it another go. Are we going to behave differently this time round?

For every person who threatens them with an unsub, can we have a person who thanks them?
For every person who calls them incompetent, can we have a person who acknowledges their hard work?
For every person who says the game is dead, can we have a person who details why they like the game?

One final thing: how to provide feedback. This isn't going to get you noticed:

Gaem is ded. Unsubbing.

That sounds like an ignorant, spoiled brat. ZOS are adults, that type of communication doesn't get through to adults. This type of communication does:

Things I Love a.k.a. "The Good"

Suddenly I'm feeling as though my stamina build is becoming more viable.
The game feels far more responsive now, I'm a high-pinger and I've noticed a massive difference.
Loading screens seem to fly by faster now.
No group crashes in Cyrodiil!

Things I Dislike a.k.a. "The Bad"

I still feel as though stamina builds are not going in the right direction, despite the good improvement. Please read my risk/reward post for my theories on what the problems with stamina are (warning: wall of text).
- It could actually be awesome if you could ideate with the community on how to resolve the stamina issue, you guys have always surprised me with very thoughtful balance changes but it couldn't hurt to get some discussion going?

Things I Hate a.k.a. "The Ugly"

The PvP FPS drops. You've said that some players are experiencing it, but it seems very widespread. I think this one is more urgent than you might have originally estimated. If you need *anything* that could help you resolve this issue please ask!
My guildie rage quit last night because he was on the receiving-end of abnormally high amounts of damage (not a vamp). I think this might be your "One Shot" known issue.

What I've done here is force myself to enumerate the good, by doing that first I calmed down a notch and can clearly articulate the issues without sounding like a hateful bigot.

TLDR; If you want transparency you should treat those who offer it with respect. It's a two-way street. If you punish them for being transparent why would you wonder them not seeing any benefit to it?

Selique · June 2014

I agree with you there. We the people determine the way in which the Developers act regarding transparency.

Also, good tips for providing quality feedback.

Apophiss · June 2014

I agree with you. Well said.

steinarmspreeb18_ESO · June 2014

I think regardless of the community behavior ZOS will always benefit from transparency.

In short, it's hard to argue if ZOS admits to an issue and tells us that they are doing what they can to resolve it vs. silence and users venting out in public.

At least that is my experience in customer relations, not exactly the same crowd but comparable in my opinion. You will always have unhappy campers that have the need to let the rest of us know exactly how unhappy they are.

I want to see our world grow and improve, and I realize it doesn't happen over night

nerevarine1138 · June 2014

Can't agree enough.

I've been on a number of MMO forums in my day, and this forum is, bar none, the most venomous community I've come across. There is no issue too trivial, no piece of news too innocuous for the community at large to turn into a giant storm of hatred. You can literally see in-game conversations about how badly these forums represent the game community and how they're turning newcomers off.

If there was even a chance that they'd sticky this post, I'd be so happy.

Morticielle · June 2014

Transparency is a two-way street you say? So does this mean if your girlfriend is wearing a transparent shirt/blouse and I can see her (.) (.), they can actually see me too? oO

zazamalek · June 2014

Morticielle wrote: »

they can actually see me too? oO

They are always watching. Every move you make...

Lokryn · June 2014

I agree with you. However, you have to keep in mind that most people who are happy with the game don't post about it on the forums.

Blackwidow · June 2014

There is going to be backlash when promises are broken.

Instead of them going silent, why don't they just keep their word, or if that is not possible, communicate as to why they are breaking their word.

Can you honestly say that MMO companies should go silent once there game has gone bad? OR maybe, just maybe that is the time to really open up and explain things to their paying customers.

As far as posting goes, of course people should be polite and constructive.

What you left out is nobody should attack other posters for pointing out problems with the game. If you feel their points are not valid, defend the game, do not attack the poster.

Also, one last bit....

Why does ZOS need one thank you for every one complaint? Are they children that need to be coddled?

If you post a nice review, be constructive. Say why you like the game, so ZOS can learn something about what they have done right.

Thank you, have a nice day.

coryevans_3b14_ESO · June 2014

Saw this on Reddit and said basically this:

You are making excuses for a overly sensitive bunch of mods/devs.

I agree that things should be MUCH more constructive then they are, however, it's no excuse for them not commenting more on things here. NO EXCUSE.

They work in customer service. You don't stop doing your job because someone was mean to you. PERIOD.

Oh, and being the reddit forum, I said this and was immediately down voted. I'm a fanboi, but those folks make me look like a hater.

Mescalamba · June 2014

Reddit is specific area with very wierd specimens around sometimes (not that this forum isnt, its just bit.. better).

Otherwise as I said there, good post.

Being transparent in what they do and plan is one way to have way more positive feedback (and constructive). Its sorta customers relations..

Blackwidow · June 2014

coryevans_3b14_ESO wrote: »

Saw this on Reddit and said basically this:

You are making excuses for a overly sensitive bunch of mods/devs.

I agree that things should be MUCH more constructive then they are, however, it's no excuse for them not commenting more on things here. NO EXCUSE.

They work in customer service. You don't stop doing your job because someone was mean to you. PERIOD.

Oh, and being the reddit forum, I said this and was immediately down voted. I'm a fanboi, but those folks make me look like a hater.

/awesome

coryevans_3b14_ESO · June 2014

Mescalamba wrote: »

Reddit is specific area with very wierd specimens around sometimes (not that this forum isnt, its just bit.. better).

Otherwise as I said there, good post.

Being transparent in what they do and plan is one way to have way more positive feedback (and constructive). Its sorta customers relations..

grrrr....don't make me like you!!!

yodased · June 2014

When they are too transparent I feel that I can see right through them.

crislevin · June 2014

sure, each of us pay ZOS $15/mo and we should also be nice and shower them with praises.

They made some statement on changes, then we found there are a lot more, wonderful surprises, lets be gracious they offers more, good or bad, 5FPS? no problamo! Trash in loot container? TYVM! Lagged to death? I am glad to pay myself!

Nazon_Katts · June 2014

In a community driven genre like MMOs, non-transparency will always cost you more.

OkieDokie · June 2014

I do agree in parts.

I mean, it is obvious that when you are asking someone to do something for you, in this case, an specific change or series of changes, you have to be polite, understand that it might take some time and comments like "fix this" without any reasonable suggestions or "they are incompetents" are pointless and only work for your disadvantage. I've been trying to say that in the nightblade and stamina topics for a while now (at some point, I just gave up).

However, as you said, it is a two-way situation.

In this same example, the nightblade issue, I lost track of how many times other players and myself asked for a discussion about specific points or for they to tell us what exactly they are looking into so we can test it and give them proper suggestions. When after all this, the only comments you get are the ones like in the road ahead, it is quite frustrating.

Another example, I've asked a few times already for them to clarify the situation confirming or denying if weapon skills are designed as a secondary source of damage or if they should be even with class skills. I mean, I know they are trying to improve it and I know for a fact they are listening (I was one of the people who suggested that specific change in medium armor), but exactly because I know they are listening, it is quite frustrating when they go silent with things that deserve an answer. I saw someone suggesting they posted now and then an explanation about what led them to do some changes, what is the logic behind a nerf or a buff. I'd like to see that, because at this point, the best I can do is guess.

So, yeah, I think people work for their own disadvantage when they just post rage comments and it is bad for all of us. However, I don't think ZOS is managing it in the best possible way either.

Anyway, I love the elder scrolls games, I waited a lot for this online version. Damn, I'll probably keep playing it even if nothing changes. But hey, it would be really good if it did.

Goibot · June 2014

This is the community ZOS has created by their decisions and actions. There are MMO's out there that have a very loyal player base. I do not feel that this will be one of them.

Evergnar · June 2014

You don't "cut ties" with your customer base because of complaints. That's bush league stuff. Whoever the public relations executive is they should have been replaced by now.

No company is every going to be completely transparent but they do need to address issues (publicly) as they arise. Silent treatment is just either inexperience, fear or flat out laziness.

jelliedsoup · June 2014

I agree. I'm interested in what they looking to achieve, there will be issues in any patches. The stamina design is a game breaker for me and knowing that they're actually looking to address the imbalances would be good. At the moment I know they are looking to improve stamina builds, but is their long-term goal parity with magicka builds? I don't care what it is at the moment but rather what they want to achieve one the game is 'perfect'.