First, the Eve playerbase feels both empowered and angry. They feel very much as though they should have a voice in how the game is run. CCP has not disagreed with this, and their “Council of Stellar Management” player advisory council is currently winging its way to Iceland, at CCP’s expense (and knowing the expense of last-minute airline reservations, more than cancelling any benefit from selling virtual monocles). We’ve seen player protests in MMOs before, but this is the first overt player riot - enabled in part by Eve’s own strengths of being a unitary server game so that if, say, someone decides it’s a good idea to shoot up a statue commemorating the in-game NPC leaders as a political gesture, it can get legs.

CCP Zulu (aka Arnar Hrafn Gylfason, Eve’s senior producer)

The investment of money in EVE should not give you an unfair advantage over the investment of time. The CSM, under NDA, has been presented with CCP‘s plans for continued evolution of the business model and agrees that nothing they saw breaks this principle. CCP has committed to sharing their plans with the CSM on this front on an ongoing basis.

The Mittani (aka Alexander Gianturco, Eve’s senior politician)

We believe that the situation that has unfolded in the past week has been a perfect storm of CCP communication failures, poor planning and sheer bad luck.  Most of these issues, when dealt with in isolation, were reasonably simple to discuss and resolve, but combined they transformed a series of errors into the most significant crisis the EVE community has yet experienced.

I spent a good portion of my first day at SXSW Interactive sitting in on panels and sessions focusing on the ever-evolving issue of community management. I had the chance to hear many different perspectives on what it means for brands to effectively foster and manage the consumers who care to interact with them via social networks. I heard best practice examples from companies like Pepsi, Starbucks, Zappos, Dell, Ford and many more uberbrands that are pushing the boundaries of social media as a business tool.

It’s really, really easy to exceed customer expectations by doing one simple thing: Have the customer’s back. Customers want to feel like someone is on their side, and being on the customer’s side is the job of the community team.

- I’ve always said employees should be using their real names to provide transparency and accountability. If you can’t handle being the public face of a company and all that implies, get another job. It’s that easy. It is not always that FUN, mind you. - My customers are not public citizens. Making them public citizens against their will is crappy. I can think of half a dozen reasons why someone should be allowed to be anonymous, and I’m not going to list them because any one of them is good enough. Want people to stop acting like asshats on the boards? Suspend in game accounts for out of game behavior. Hire more mods. Close the board. Whatever. This is just chickenshit.