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communication Moving forward toward stronger communication between Daum and Players


9 posts in this topic

Posted (edited)

Hello forum,

I just wanted to put forth an idea/suggestion that would help both we as players and Daum as a whole. Let me preface this by saying that my career in life bases itself on heavy communication and interaction with different types of IT products and people, from development to QA, but this does not mean that I somehow miraculously understand the situation at Daum nor do I understand what it's like to communicate with PA. 

Weekly Reports/Status Updates

Having some form of a weekly report or status update would not only help in easing a lot of the frustration in the unknown but also (in hopes) help alleviate the hostility toward Daum and PA, even if ever so slightly. My recommendation is a frequently updated status page on various content pieces that we do/don't know about. Questions are always flying around and threads are constantly being created asking the same things over and over again. If there were a centralized location for this information, we would hopefully see less hostility on the forums as well as reduced redundancy in questions being asked. Having a page that is updated frequently or maybe even 2-3 times a week, just to keep the "Last Edited On" date fairly current, would keep things fresh, and also have a well known "go to" page for people to reference. 

It is known and understood by me and others (though some tend to ignore this) that Daum is extremely limited in their ability, especially in communication with PA. Prime example is the Valencia release, as it literally hit with about 10 hours advance notice. Daum is unable to report what they don't know just like every person on the planet. The people at Daum are just as human as those playing the game and would prefer to only comment on things if there is knowledge on the matter. The overall issue though is that the singular replies of "We do not know when this will happen" are generally buried in random threads across the forums with no real way of finding them. Having a status report or outline that's frequently updated would centralize these responses, even if there is nothing known about them. Something as simple as "At this time we have no knowledge on the subject but will continue to update the moment we have something to share" in a centralized location is far more weighted and valuable than a small reply to a random thread that not many will find.

Further more, items could be added to the list depending on the prevalence of the matter (Such as class adjustments from June 17th). As an example, we have seen multiple threads with complaints toward those changes with very few yielding a Daum reply stating the same thing "We're looking into it and are still waiting for a response from Pearl Abyss regarding the matter" (Not verbatim). Having that report/status page as suggested above would help lower those redundant threads but also remove the burden of, potentially, replying to each thread just so people can see. I highly doubt any one of our CMs/GMs wants to sift through every repeat thread replying the same thing over and over.

 

As for the weekly report, any communication each week about what Daum has worked on or what responses PA has given, would also be very welcome. Transparency is a double edged sword in most cases, however, but I believe if does more good than harm overall. The report could be released around maintenance day each week to give players a general idea of what is going on with current concerns, issues, or just general content to be expected in the future.

By no means am I saying that release dates should be given but even the smallest amount of information such as "We've recently been working on Valencia Part 2. There is no release day known yet but this week we worked on testing and localization". I feel that if that level of communication were achieved with the community, we'd see more excitement regarding content rather than general annoyance/hostility.

This would also give Daum a chance to communicate regularly with the community and build a relationship with the players, hopefully having some fun with us along the way, rather than simply being a punching bag for people's frustrations.

Conclusion (TL;DR)

Communication is paramount in any form of work, business, community, etc. Having a centralized status page for issues, content, and concerns, could really help both the BDO community as well as Daum, in the hopes that hostility remains low and general communication satisfaction raises.

It goes without saying that not everything can be added to such a status page or weekly report but any and everything that could feasibly be spoken of is always welcome.

There will always be hostilities and angry customers as well as tired CMs/GMs who are working hard to help the BDO community. It just cannot be helped. We can however help lower that recurrent amount of negativity toward both Daum and PA, and have more fun along the way.

 

Thanks for reading,

-Guildmarm

7-4n-GtI.png

 

Edited by Gingen
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Posted

That sounds like an awesome idea.

This would definitely help alleviate some of the issues the playerbase has had with the handling of the game's release and it's updates.


+1 @CM_Jouska @CM_Praballo @CM_Tytyes

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Posted

Weird...I don't see any puns here.

 

That aside, I 100% agree. The communication has become slightly better but it can be improved a lot more and I'm sure Daum is fully capable of it.

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Posted

Very much agree with this. If the communication was better (like they did state they would try to achieve), there would be less negativity towards Daum and PA. At least the community would be able to have a sense of what is being done to the game and where the game is going.

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Posted

Very much agree with this. If the communication was better (like they did state they would try to achieve), there would be less negativity towards Daum and PA. At least the community would be able to have a sense of what is being done to the game and where the game is going.

Communication is the #1 factor without a doubt, but it also is most certainly a give and take situation. Just as Daum needs to improve their communication, we as players also need to curb our rage and hostility. It's not the greatest of excuses but if I were met with hostility on a day to day basis, I'd find it very difficult to want to communicate more openly with the people that are actively hostile. It's a difficult situation all around. 

Each issue stacks on itself and simply clutters the base yet rather simple issue at the bottom. Lack of communication leads to upset players. Upset players create hostility. Communication is lacking due to negative feedback and worry of saying the wrong thing. Lack of communication leads to more hostility. Etc, etc, etc.

So while Daum certainly needs to work on their communication, we as players also need to work on ourselves. We're all in this together trying to make and play the best game we can. Better to work together and achieve something rather than trip each other along the way and lose something. :)

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Posted

Fantastic post! Better communication all around is needed and the community needs to chill sometimes. The game is brand new on our side and will take some time to get built up and ironed out the way they want it. Improvements will be made and over the years the game will be stronger and much better. When frustrated over something I take a breath remind myself it's just a game and then think about how awesome the game will be in a few years after it has had time to age, expand and grow.

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Posted

Tldr

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Posted

I honestly think they need to add better customer support timing to this. Looking at the forums of all the player who have tickets left open without a reply for a month or more is horrendous. Then on top of it, half of them (myself included) are people trying to buy daum. They dont even respond to those trying to give them money, which is backwards of all business practices I've seen.

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Posted

I honestly think they need to add better customer support timing to this. Looking at the forums of all the player who have tickets left open without a reply for a month or more is horrendous. Then on top of it, half of them (myself included) are people trying to buy daum. They dont even respond to those trying to give them money, which is backwards of all business practices I've seen.

This is another example of a need for communication. It's known that Daum is more or less understaffed on the ticket front, and hearing something now and then about the ticket load would be most welcome. In business it's not as easy as "just hire more people", so we are unfortunately left with what we have currently, but what we can do is be patient and foster in a more relaxed community, and to do our best to help contribute ideas (if they're open to them) toward improving the ticket workflow.

For example, maybe there could be a time estimate for a reply to a ticket, or perhaps Daum could simply send an email once or twice a week toward your ticket simply stating "We're still backed up at this time but we're doing our best to get to your ticket".

I know for me, even the smallest amount of communication means something, and just knowing my ticket isn't floating endlessly in the ether would help ease my mind a bit. I can only speak for myself of course. :) 

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