Welcome to Jester's Trek.
I'm your host, Jester. I've been an EVE Online player for about six years. One of my four mains is Ripard Teg, pictured at left. Sadly, I've succumbed to "bittervet" disease, but I'm wandering the New Eden landscape (and from time to time, the MMO landscape) in search of a cure.
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Friday, July 1, 2011

Failure to communicate

I'll make this quick.

In the business world, there's an expression: "sense of urgency."  Having it means that during a crisis, even if you can't do anything about your customer's issues, you present the appearance of taking those issues seriously.  It's an expression that can come up on your annual performance appraisal if you're not being as responsive as you should be.

In CCP, we have a company that, earlier this week, was showing a lot of sense of urgency.  They know they have a problem: thousands of players are unsubscribing.  Those that aren't unsubscribing are raging.  The gaming press all over the world has taken notice.  CCP's first two steps responding to this crisis were terrific: they put out a quick, apologetic devblog.  Then they spent thousands, if not tens of thousands of dollars, calling the CSM to Iceland for an emergency summit on the issue on three days notice.

And then they put off the real topic of the summit -- non-vanity micro-transactions -- to the second day.

And now they've decided to wait two or three additional days after the summit is over to actually put out a statement.  They want to make sure that nothing is "lost in translation" as they follow their "publication process" to say nothing of "localizing" the statement into German and Russian.  As many people on the EVE-O and other fan forums are now pointing out, localizing "yes" or "no" to the question: "Will there ever be non-vanity micro-transactions in EVE Online?" isn't hard.

This presents the appearance that the statement is going to be a carefully-worded puff piece saying nothing at all.  Even if the statement deserved more than a simple "yes" or "no", I think this is an issue that warranted someone springing for a little bit of overtime, don't you?

After showing great sense of urgency at the beginning of this crisis, CCP has now tripped at the finish line.

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