You know what my job is? Oh, sure, there’s a lot of stuff about “building relationships” and “communication” and “facilitation” and “sanity checking,” but really, my job usually involves apologizing

MMOClash reports a financial analyst downgraded Activision Blizzard stock from "buy" to "neutral" based on an online survey with 381 gamer participants. Now personally I wouldn't buy Activision Blizzard shares; their main cash cow is aging, and the games business is extremely volatile. But I do have doubts whether accurate financial forecasts can be achieved by asking a few hundred gamers.

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.

So how is the view from way up here? It’s great actually -- we’re really happy with how Cataclysm is going so far, and we have big surprises on the horizon. On the other hand, there are details you can see at ground level that you can’t make out from 10,000 feet.

When we started these blogs, the idea was to foster developer communication to the players without some of the inherent problems of posting in forums. Some players have pointed out recently, and we totally agree, that the blogs up until now have been from a very high vantage point. We looked for topics with universal interest that would feel important and newsworthy. That has worked overall, but we also feel like we’ve lost something from when I used to be down in the metaphorical trenches talking to players in the forums.

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.

These forums have always been about players talking to players. We don't want to foster the expectation that it's going to get a blue response if someone tries hard enough (lol I'm replying to a thread calling for a blue). While GC added a lot to these forums (and I say 'these forums' because he only posted in the North America forums) we think we can reach more players, particularly those in other regions, more directly through the blogs, or concerted Q&A's. Blogs also tend to be a better medium for getting the message out there loud and clear, but does have downsides that it removes the conversation that we know is appreciated quite a bit.

OK. It’s Friday night and I admit I’ve had a drink or possibly two already, which means that I’m in a mood for talking and sharing, possibly more than I normally would. But sharing is a bit of the point of blogging, isn't it?

There won't be any pretence or cover-up. This is the truth, the reality the way it is, including cracks and less-than-perfect. But even if this post starts in misery, I assure you it will get much better towards the end. Don’t worry. Just have a seat and a pint and relax while I'm sharing my story, OK? And don't forget I love my guild.

Now let's get started, shall we? (Larísa fills a pint to the brim and heads for her favorite armchair, takes a sip and clears her throat before speaking up.)

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.