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Since the last update (Mech Rescale, July 2016), there is quite a big gap within the community of MWO. The Balance of IS and Clan shifted very much in the recent months with extremes on both ends and right now, before any big changes with the Heat Scale and the rumored Info War, it doesn't feel "good" being around in the forums. This is my attempt to give some insight that I got from my years as a Community Manager and working within the PC Games business.
1) Communication is king
Why it's a problem: One thing that is really great, the Town Hall, same as the CW Round Table. They provide insight and while nobody can answer every question, it's a good way to explain yourselves. But is it enough? In a normal environment, without all the really big updates and changes to core mechanics of MWO, that are still needed, it would be more then enough. But as it stands, there is a distinctive lack of information about ... well ... anything. Pair that with the bugs and major changes to recently patches features (like the Long Tom, Scouting ect.) and you have a problem.
Example: A prime example is especially the entire NERF discussion. Just look at the forums here and the other public MWO forums or Reddit. A LOT of IS players don't understand, why the WHM, MAR or even the Grasshopper needed a nerf. If you just look at the patch notes, there is a very straight forward message: The last patches all had changes for important Mechs and while that alone isn't a problem, it leaves the community with a problem. The balance of IS and Clan has shifted in a big way and further nerfs leave a bad taste. "Why are we nerfed again?" But if you keep in mind that there was for some Mechs quite a buff with the rescale (either because the Mech shrunk or because it didn't increase in size as much as other, comparable chassis) and that needed addressing and that your numbers pointed towards a still too powerful performance, it suddenly doesn't feel that bad, right?
How to solve it: The feedback to your very detailed Patch Notes is great. They provide reason, intend and the change in detail. If I remember right, Russ Bullock said at one of the recent Town Halls, that the writer of the notes doesn't have to do it, but he does it anyway. While this is commendable, I think Russ is wrong. It is needed to explain it in detail. Without it, the community can only speculate about the reason behind a change and that will leave many players with an odd feeling of being misunderstood. But if you would provide the reason why you change anything and the intend behind the change to improve it, a lot more of the community members will understand it and that will lead to a less "rude" environment.
How it could look: I think it isn't a major obstacle to add a line or two in the patch notes, why something changed. For example the quirk changes are usually displayed in a PDF. Here is an example (I don't have the exact numbers, but I think you can understand my point):
Quote
Catapult
Due to the recent resize of the Catapult, we need to change the structure and armor quirks a bit. While the chassis shrunk roughly by 25% in the last patch, the health wasn't changed until now. This change will reduce the overall HP of the Catapult by 8%, leaving it still with a strong overall buff to its survivability.
Due to the recent resize of the Catapult, we need to change the structure and armor quirks a bit. While the chassis shrunk roughly by 25% in the last patch, the health wasn't changed until now. This change will reduce the overall HP of the Catapult by 8%, leaving it still with a strong overall buff to its survivability.
While I understand, that this would increase the time needed to compile the information, it's mostly copy paste. We see similar changes on many chassis, whether they over- or under-perform. But it will help to understand why you want to change something and how exactly it will be reached.
2) Be consistent with your previous communication or explain why it's changing
Why it's a problem: One thing that bothered me for quite some time are inconsistent informations about one thing. While I understand, that due to the changed time, the grand scheme of thing changed, its still not a satisfying experience. The major reintroduction of quirks where meant to improve the survivability of low performance Mechs and chassis while weapon quirks where meant to help bring a bit more parity and specialisation to certain Mechs. Right now, I don't see anything of that.
Example: There is simply no reason behind some quirks. Recently introduced Mechs are a prime example. The Marauder and Warhammer had very good quirks from the start, while some, especially the Warhammer are prime Laser boats, one thing, that Russ stated a while back, is very scary to quirk before the release. This is shown with the very minor quirks on the big laser boats of the Kodiak, the #1 and #5. All this, while the Kodiak #3 had very strong quirks. Mechs like the Orion IIC, Highlander IIC, Phoenix Hawk or Archer are bad or very bad Mechs that need "more" quirks. But they don't get any while strongly quirked Mechs like the Marauder, Warhammer, Kodiak or Black Knight had months of insane performance due their insane quirks. Why this is a problem? Since there are no(t enough) words explaining the changes, actions speak for themself. And they are very inconsistent
Another example is the Long Tom directly after release of CW Phase 3. I don't think, I need to explain any more, especially if it really is removed "soon". There where many strange flip flops with that, from being a prime component as the CW Phase 3 Scouting incentive to being made obsolete.
How to fix it: Communication is King, but it has to be precise small tool. In my opinion, you need a more regular format that is produced by your Community Manager (i think you have some?) with some compiled data by the IT guys (because everybody likes a few numbers to back up an argument). It should be a regular thing, ideally at the end of the week for reading during the weekend. It's important to communicate a single message or explain any changes (like the obsolete Long Tom) in clear words. There is no reason why there is no sort of Dev Log every Friday that talks about recently introduced features. They can be short, roughly one or two hours of time for writing.
How it could look: If you introduce a new feature, Map or well ... anything, talk about it in a Dev Log. Patch day is Tuesday - I would build it around that date. For example:
Tuesday - Patch day: Features are introduced
Friday after Patch day: Dev Log about a introduced feature - Did the changes accomplish what they should? Did any Hot Fixes happen that need further explanation (like the Long Tom Damage changes)?
Friday +1 Week after Patch: Dev Log about the introduced features - If there are too many features, here is another chance to explain. But mainly now, roughly a week after release, it's also possible to look into the future if there are no major problems that need addressing. For example after the Decal Patch: What are the next plans about Decals like "Letters and Numbers" or a submit-system for Unit decals. The focus on the future helps to keep the feature more relevant because the players had time to test it and with this, they can be excited about what's next.
This could also be the place for a review of the NEW MECH leaderboard event. What are the thoughts about the performance of the Mech. Are there any plans for quirk changes because one variant was exceptionally strong or some where too weak? (I don't know your strategy about quirk changes but too late. I get that you want to wait a bit until things settle but as seen with the PXH, or the Orion IIC/Highlander IIC it's a slap in the face for every buyer who is extremely disappointed with their partly up to 100$ purchase)
Friday +2 and +3 Weeks after Patch: This would be the time to talk about the progress on new features and other super long term projects like the AI or Engine swap. I know it feels strange to talk about something that can change easily in the future but it's always better to talk about something and getting your message out instead of being the subject of speculation. It could also be a place if you do some events like the Mid Summer Madness and shed some light into the conclusions of the performance of certain chassis. My unit did some internal with the available data but its not everything and it could be helpful to have this sort of analysis.
3) Be more present
Why it's a problem: Right now, one Town Hall every or every other month is good. They should be prime events and it's always fun to sit around with Russ and the guys at NGNGtv, have a drink and listen to what PGI is up to. But it's not enough. The Town Hall and the Patch Notes are the only really "meaty" piece of communication we get.
Example: Well ... there is really none. It's more like a combination of the previous points, but it stands on its own.
How to fix it: If you read my previous points, you get what I want. We need more Information. Period. I showed two ways to relay more information, that would need relative little effort. The Patch Notes are a prime source and the state right now is nearly perfect. We need just a little bit more there. My main point is a regular piece of publication that talks to us without the lens of a PR person. I know that Community Manager are often used as PR, but there is a big difference. Community Manager are a link between the Community and the company.
Right now, there is nearly no communication and that needs to be addressed. A Dev Log, that can easily written by a Community Manager that is backed up by some numbers from the IT is one way to improve it. A video would be nice but I don't think there is time or the budget to make something like this. If I remember right, there was some video content a while ago but it stopped. While this is sad, I'm not a stranger to a tight budget that you guys certainly know. A Dev log costs maybe 1-2 hours time from the community manager (including roughly 30man-minutes of planning time in a meeting about the topic) with depending on the topic, 30-60 man-minutes of time to gather the required data from an IT guy. This is a very small price to pay if you consider the possible gain.
Except this, it's important to be more present in the forum, Reddit and other Social Media. Russ is doing a great job but there are a lot of people who don't like and use Twitter. The forums and news are their prime source for infos and this is the place where you need to be. This should be obvious, I don't know why this didn't already happen.
Well, thanks for reading if you made it this far. Have a nice day
Jaiden
