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EVE Online
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| 0s | [Laughter] |
|---|---|
| 4s | so with that we can actually get the |
| 7s | show on the road and this morning I'm |
| 9s | here to talk about player experience and |
| 13s | this is a term that's not really known |
| 16s | outside of CCP but we'll get to that in |
| 19s | a little while first a little bit of an |
| 21s | introduction for those of you who don't |
| 23s | know who I am my name obviously CCP |
| 26s | Falcon I'm the senior community manager |
| 28s | for CCP geum's and you can find me here |
| 31s | on Twitter where I post car pictures and |
| 33s | a lot of garbage there's been an |
| 35s | excessive amount of garbage the last |
| 37s | couple of days because I use Twitter |
| 39s | when I'm Annie Bria it's sometimes and |
| 40s | things get ugly but outside of that |
| 43s | generally it's it's all east of cats and |
| 46s | fun times so yeah what is player |
| 49s | experience so we're a group and we only |
| 53s | use this name inside a CCP really bored |
| 55s | you guys all know the teams under |
| 57s | different names |
| 59s | so the first team of four is customer |
| 62s | support the game masters their primary |
| 65s | function is obviously being GM's and |
| 66s | handling your tickets but they also deal |
| 68s | with events Project Work and |
| 70s | meet-and-greet for new players as well |
| 72s | we have a second team team security and |
| 74s | these guys are generally the spiky guys |
| 77s | that you'll come into contact with they |
| 80s | deal with an important and erm t-account |
| 82s | security and as well information |
| 84s | security for CCP as a company then we |
| 87s | have our team the community team so we |
| 88s | deal with community communication events |
| 90s | and gatherings CSM and all of our |
| 92s | influences as well so our streamers are |
| 94s | fan sites that kind of thing and then |
| 96s | we've got the last team internal affairs |
| 98s | auditing background checks and ISDN CSM |
| 101s | members they also handle investigation |
| 103s | of anything that needs and they're also |
| 104s | the big meanies who tell us what we can |
| 105s | and we can't do so first let's take a |
| 109s | look at customer support and what they |
| 112s | do so their primary role is as game |
| 116s | masters so they'll be the guys who |
| 117s | you're interacting with who are |
| 118s | answering your tickets taking care of |
| 120s | responses reimbursing ships that kind of |
| 122s | thing and these guys have a target that |
| 124s | 80% of the tickets receive a first reply |
| 126s | within 24 business hours and I've |
| 129s | tickets to segregate it into a few |
| 130s | different queues so we've got technical |
| 132s | gleam period billing a con security |
| 134s | stock reimbursement then is a few other |
| 137s | categories as well |
| 138s | super specific for different issues |
| 140s | sometimes we have queues the problem as |
| 142s | well do an expansion time for very |
| 143s | specific things so some of these more |
| 147s | complicated tickets we're a little bit |
| 149s | longer for a reply because they need a |
| 150s | specialist GM or most of the time 80% |
| 153s | well 80% of tickets usually get a reply |
| 156s | within 20 business hours so we're |
| 158s | usually good so for instance a ticket |
| 160s | with an agent mission something super |
| 162s | simple like a password reset request |
| 164s | that kind of stuff that's generally |
| 165s | handled in about an hour or two or |
| 168s | tickets relating to more intricate stuff |
| 169s | that some of you guys will have come |
| 171s | into contact as veterans like you know |
| 173s | factional warfare issues or issues with |
| 176s | POS which will hopefully be a thing of |
| 177s | the past |
| 179s | structure problems are really high |
| 181s | profile reimbursements that kind of |
| 183s | stuff that will all be handled by your |
| 184s | seeing you GM so in terms of response |
| 187s | times from our customer support team |
| 188s | let's have a look at the last year so |
| 192s | this is a graph shown in the last year |
| 193s | from June to June 2018 or 2019 and this |
| 196s | shows our response times to tickets in |
| 198s | terms of a percentage of how many |
| 200s | tickets got a reply within within RS |
| 202s | elia |
| 203s | so generally response times are pretty |
| 205s | fast and most issues get resolved |
| 207s | relatively quickly but there's obviously |
| 209s | slows down during the times when there's |
| 212s | there's high ticket load |
| 213s | so if we compare this to ticket creation |
| 216s | rates you can see a few spikes here on |
| 219s | there but the slowdown in response lines |
| 222s | up with where there's big spikes where |
| 224s | there's a lot of traffic and a lot for |
| 225s | the GM team to do you can also see as |
| 227s | well that the vast majority of the |
| 229s | spikes don't really occur around |
| 231s | expansions around major releases that |
| 233s | kind of stuff with the exception of the |
| 235s | March release they're generally the the |
| 239s | big increases in ticket volume are |
| 240s | focused around stuff like SSO issues |
| 242s | login issue server issues that kind of |
| 244s | thing where things go south that we |
| 246s | haven't predicted what happened and you |
| 248s | guys are like holy I need a ship |
| 250s | reimbursed or I can't log into the game |
| 252s | or something else that's similar so why |
| 255s | is this well while a game masters spend |
| 259s | a lot of time working with you guys |
| 260s | directly on your tickets they also do a |
| 262s | lot of proactive support as well |
| 264s | so they're always thinking behind the |
| 266s | scenes what can we do to make things |
| 267s | smoother to make things faster to make |
| 269s | sure that you guys get the best service |
| 271s | level |
| 272s | so they do a lot of proactive support |
| 274s | one of the biggest things they do is our |
| 277s | game masters actually have liaisons with |
| 279s | our feature teams so when you hear about |
| 280s | like team 5 or team Genesis the the |
| 283s | little cells that work on individual |
| 285s | features with an EVE each one of those |
| 287s | teams has a GM assigned to them so this |
| 290s | gives them direct communication with the |
| 291s | e development and a really really close |
| 293s | relationship with the Quality Assurance |
| 294s | on that team as well so hopefully they |
| 296s | can look at what bugs might come up what |
| 298s | issues might come up what might confuse |
| 300s | players you know cause them to file |
| 302s | support tickets that kind of thing |
| 304s | and it also gives the GMT masala dydy or |
| 307s | of potential issues that might crop up |
| 308s | because they can just talk directly with |
| 310s | the devs so GM liaisons are also there |
| 314s | for another reason as well and they're |
| 316s | able to talk to the development team the |
| 318s | QA team the technical teams behind the |
| 321s | features that you guys play and they're |
| 322s | able to say well this would really help |
| 324s | us if we could get logging for this or |
| 325s | logging for that if we could to look |
| 327s | behind and behind the scenes are under |
| 329s | the hood of this feature so that we can |
| 330s | grab data to be able to help people and |
| 332s | this makes it easier for the GM team to |
| 334s | support you guys once a feature is |
| 336s | introduced because it lets them sort of |
| 339s | like if you have a problem for instance |
| 340s | you lose a ship to something they can |
| 342s | look behind the scenes under the hood |
| 343s | and they can see what actually happened |
| 344s | so they get a really really solid idea |
| 348s | of potential issues that lets them look |
| 350s | at all the potential pitfalls falls for |
| 353s | a feature and with the logs of course it |
| 355s | means that the logs actually shows |
| 356s | something this is this is a meme that |
| 358s | scene you GML are sheets a lot Orly GM |
| 362s | rather sorry |
| 363s | so he's I put this in just for him so |
| 367s | this isn't the only form of proactive |
| 369s | support that we do as well another |
| 370s | avenue for proactive support the GM |
| 373s | teams handles is analyzing reasons for |
| 376s | subscription cancellations as well so |
| 378s | one of you guys will know well some of |
| 380s | you hopefully won't know when an Omega |
| 382s | pilot chooses to end their subscription |
| 383s | they can put in a reason like the game |
| 386s | sucks I hate CCP Falcon I don't like |
| 389s | what you're doing with the game someone |
| 391s | called me a mean name in local whatever |
| 393s | so they're given the option to leave |
| 396s | feedback and the game asks does a look |
| 398s | at this feedback and they've got a |
| 399s | couple of courses of action that can |
| 400s | take the first they clear and deliver |
| 404s | cancellation feedback |
| 405s | or they'll segregate the feedback |
| 407s | they'll break it down into categories |
| 408s | and they'll send it to individual teams |
| 410s | so individual teams can look at why |
| 412s | people are cancelling their accounts why |
| 414s | they're unhappy with a game |
| 415s | what issues they've had and sort of try |
| 417s | and resolve things for them and right |
| 420s | now our efforts are actually ongoing to |
| 421s | update a cancellation reasons so they're |
| 422s | more granular people can see better what |
| 425s | they can choose and hopefully we'll be |
| 426s | able to make sure that we can reach out |
| 428s | to people and bring them back to the |
| 430s | game and in terms of reaching out to |
| 432s | people one of the biggest things that |
| 433s | our GM team actually do is they reach |
| 435s | out to cancellation so tech issues so if |
| 437s | someone has a problem with the game and |
| 440s | they decide I'm just going to leave this |
| 444s | is too complicated there's too much |
| 445s | going on then we'll actually proactively |
| 447s | reach out to people with the support |
| 449s | ticket just create a support ticket for |
| 451s | them it bounces to their email address |
| 452s | and we're like hey we see you had a |
| 454s | problem downloading the game in stolen |
| 455s | or you've been having a lot of blue |
| 456s | screens client crashes can you send us a |
| 459s | dxtr can you send us a lot of |
| 460s | information and we'll see what we can do |
| 462s | about helping you get back into the game |
| 463s | and that actually works quite a bit it |
| 466s | you know it's it's something that we |
| 467s | really pride ourselves on is being able |
| 469s | to help people technically and make sure |
| 471s | that we can actually just assist people |
| 472s | to get back into the game and flying |
| 474s | again so it's it's definitely a good |
| 476s | thing and then of course we do a lot of |
| 479s | proactive rookie support as well the GM |
| 481s | team we actually have a dedicated group |
| 484s | with inside the GM team who do meet and |
| 486s | greets and this is basically it involves |
| 490s | contacting players who are fresh to the |
| 493s | game they're not an old account well |
| 494s | usually not an old account and assisting |
| 497s | them through the first steps in tackle |
| 499s | and the huge terrible learning curve |
| 500s | that Eve is you've all seen the image |
| 503s | you all know what it's like for a rookie |
| 504s | trying to get into the game and it can |
| 506s | be it can be really tough sometimes so |
| 508s | we give them a quick 15 minute |
| 509s | conversation point them in the right |
| 510s | direction give them some information and |
| 513s | send them on their way hopefully to a |
| 515s | bright and a long future with Eve so as |
| 520s | an established player if you ever |
| 521s | receive one of these conversations |
| 523s | you probably recognize them straight |
| 524s | away it's a guy with red text GM in |
| 526s | front of his name and he's like hey how |
| 528s | are you doing and most of the time if an |
| 529s | established player mistakenly gets one |
| 531s | of these conversations it's like I |
| 532s | already know the ropes guys it's all |
| 534s | here move on down the line to the next |
| 535s | rookie who needs your help |
| 536s | however rookies ten |
| 538s | not to recognize people and we get some |
| 540s | great questions the first one obviously |
| 542s | is oh my god because this is scan are |
| 545s | you trying to rip me off yeah these guys |
| 550s | go a long way and Eve the second is are |
| 553s | you abort why use your texture in color |
| 556s | and then sometimes these are these |
| 560s | questions occur in space so these guys |
| 562s | have one doctor doing their first little |
| 563s | mining and their adorable little their |
| 565s | covet and all of a sudden their panic |
| 567s | and they look around them like oh my god |
| 568s | are you gonna pod me |
| 569s | what's happenin you're all red it's not |
| 571s | good so rookies tend to be pretty |
| 576s | adorable they tend to be pretty lovely |
| 577s | and it's always nice to see them to see |
| 580s | them doing well so if you see a rookie |
| 583s | in need they can be really confused when |
| 585s | we contact them so be sure to help them |
| 587s | out as much as you can I know the Eve |
| 589s | community is already great at this you |
| 590s | guys are fantastic so one of the things |
| 594s | I do want to stress at this part of the |
| 595s | presentation is I've seen a couple of |
| 598s | people who are in new friendly cops here |
| 600s | we've heard a lot from CTV burger in the |
| 603s | keynote as well about sort of us trying |
| 605s | to focus on the first steps that players |
| 607s | take in the game introducing players to |
| 609s | the game because they're very much the |
| 610s | lifeblood of what we do so if you run a |
| 613s | new friendly player cooperation be sure |
| 615s | to keep a cop advertisement up they did |
| 617s | in game because we actually send new |
| 619s | players there we say go and look at this |
| 621s | tool go and have a look |
| 623s | search for what you want to do in the |
| 625s | game and any cooperation that staggers |
| 627s | new player friending will help you out |
| 628s | so if you do run a new player friendly |
| 630s | call make sure that you're up to date |
| 631s | and your tag doesn't you play a friendly |
| 632s | inside the game and hopefully you'll |
| 634s | have a big nice flood of rookies coming |
| 636s | towards you and of course give our |
| 638s | rookie pilots all the support you can to |
| 640s | try and get them on their way because |
| 641s | there are they're a wonderful group and |
| 643s | they're definitely absolutely the |
| 646s | lifeblood of Eve so I love the signature |
| 650s | for this image and there's several |
| 651s | explosions in this presentation by the |
| 653s | way so one of the defining moments which |
| 657s | is often make a break for a new player |
| 658s | that our customer support team I found |
| 660s | is deaf I mean everyone remembers our |
| 663s | first ship loss right I mean everyone in |
| 665s | this room can remember it yeah |
| 666s | everyone's now gonna kill me or a stupid |
| 669s | thing that they did come in it that I |
| 670s | had or you know some problem that |
| 672s | they had some issue that they had us |
| 674s | just mean you didn't understand I mean I |
| 677s | certainly remember my first ship loss |
| 679s | thankfully I got revenge for it so I |
| 680s | don't feel so bad about it now 17 years |
| 683s | later but you know II fleas tend to hold |
| 686s | a grudge and everyone tends to remember |
| 687s | their their first loss but the first |
| 691s | loss is usually a deciding factor in |
| 693s | their first steps in the game as to |
| 695s | whether they'll stick around and it's |
| 697s | all about context the context of their |
| 699s | first ship loss is whether someone is |
| 702s | going to learn from it and go on to |
| 703s | become a big bull capsuleer and do |
| 705s | something great or whether they're going |
| 707s | to go up and this is it for me I've had |
| 709s | enough I'm going to go back to play in |
| 710s | whatever game I was before it's one of |
| 713s | the strongest indicators of someone's |
| 716s | initial path forward and Eve so it's |
| 718s | something we want to focus on a lot it's |
| 721s | incredibly important for new players to |
| 722s | understand why they lost a ship not how |
| 725s | not when where but why what they did |
| 727s | wrong or what happened to cause them to |
| 730s | experience that loss and as well more |
| 732s | importantly how they can avoid it in the |
| 734s | future or minimize the risk of it in |
| 737s | future in most cases so rookies we found |
| 740s | through a lot of data that we have who |
| 742s | have a support network on a player |
| 743s | cooperation guys who are in preview need |
| 746s | tests that kind of stuff or karma fleet |
| 748s | I know there's a few from each he |
| 751s | relieved north the guys who were in a |
| 753s | cooperation that give them support |
| 754s | generally tend to take it on the chin |
| 756s | and they're like no problem at all |
| 758s | they've got SRP or they've got someone |
| 760s | who can explain what happened or why |
| 761s | they fitted their ship socially and they |
| 764s | can actually work through it understand |
| 767s | where they messed up and they can make a |
| 769s | step forward but it's pilots who haven't |
| 771s | found a wingman yet that it's troubling |
| 773s | for they don't have the context for why |
| 775s | they lost the ship it can be |
| 776s | demoralizing and it can also sometimes |
| 778s | be super confusing as well because we |
| 780s | all know that Eve is you know it's very |
| 782s | much it's a complicated game there's a |
| 785s | lot of things you can do and not doing |
| 786s | it so you've got to be very careful so |
| 790s | when it just settles from your first |
| 792s | loss there's obviously a lot of emotion |
| 793s | and rookies who haven't yet grasped the |
| 796s | sandbox nature Aviva sometimes asking |
| 798s | questions was this my fault this is |
| 800s | someone else's fault so the GM team |
| 802s | generally tend to be more lenient with |
| 804s | the rookie pilots when it comes to ship |
| 806s | reimbursement |
| 806s | especially the first loss if we can give |
| 808s | a complimentary reimbursement or we can |
| 810s | give some pointers or whatever if they |
| 812s | file a support ticket then we often |
| 814s | you'll find a GM will be trying to help |
| 815s | people out as much as they can so right |
| 819s | now the GM team would develop an a |
| 820s | program that would expand the meet and |
| 821s | greet conversations that we have and |
| 824s | that would cover the first ship loss - |
| 826s | so it's almost like you know clip it in |
| 829s | Microsoft Word if you're old enough to |
| 830s | remember this where you lose a ship and |
| 833s | straightaway there's a little bit of a |
| 835s | pop up from a GM that's like ah I see |
| 838s | you lost a ship would you like to know |
| 840s | why so this is this is kind of what |
| 844s | we're aiming for we're aiming to to look |
| 848s | at the nature of the ship loss how it's |
| 850s | happened why it's happened and where we |
| 852s | can guide a rookie through that sort of |
| 854s | rollercoaster of emotions that occurs |
| 856s | when you lose your first hole and give |
| 858s | them a little bit more context a little |
| 859s | bit more information for why it happened |
| 861s | how it happened and where it happened |
| 863s | because we find that a lot of players |
| 865s | are just like oh this is pretty space |
| 867s | and they jump through a gate into lowsec |
| 868s | all of a sudden there's a big group of |
| 870s | mean people on the other side and |
| 871s | they're like I'm in a station now did I |
| 873s | level up this is wonderful so it's this |
| 877s | happens a lot you would not believe it |
| 879s | and it's just about having context right |
| 882s | because Eve is a very much a different |
| 883s | game to most of the other MMOs out there |
| 885s | so the idea is to educate a new player |
| 888s | about the mistake or just the |
| 891s | circumstances that might not have been a |
| 892s | mistake it might just have been you know |
| 894s | someone gets suicide ganked they were |
| 896s | doing nothing wrong a kind of thing so |
| 897s | it's just about giving people more |
| 899s | information giving people more context |
| 900s | about why they lost their first ship |
| 902s | rather than the game outright just |
| 904s | punishing them but haven't done |
| 905s | something dumb or being in the wrong |
| 906s | place at the wrong time it's all about |
| 908s | context so we've all had that all |
| 911s | moment right where you just you know you |
| 913s | know the structure one and goes off |
| 914s | mom's sphaghetti or latch it where |
| 916s | you're just like oh what if I don't know |
| 918s | this was a terrible mistake I've been |
| 921s | attending play gathering since 2003 I've |
| 923s | been playing EVE Online for going on 17 |
| 925s | years and losing the ship for me still |
| 928s | hurts but now it's less about the ISKCON |
| 930s | more about the Eagle hit especially if I |
| 933s | use lose a ship to someone who's like 10 |
| 935s | years younger than me and I'm just like |
| 936s | oh my god what have I done but I'm lucky |
| 939s | I'm not like you guys |
| 940s | and I get to be anonymous so as a |
| 942s | developer you guys know me as CCP Falcon |
| 944s | but no one knows my actual character |
| 946s | name so if I do dumb if I do dumb |
| 949s | it appears on Reddit and I just get |
| 951s | to go wow this guy's really dumb why |
| 953s | would he do that |
| 953s | so I get to I get to troll myself |
| 956s | this has actually happened once before |
| 958s | where i trolled myself on reddit just |
| 961s | like no one's finding out this was me |
| 962s | ever so it's a it's a nice thing to have |
| 966s | happen and I'm still very very ashamed |
| 968s | of that loss meal for this day so yeah I |
| 971s | mean we have the benefit of anonymity |
| 972s | but obviously you know when when players |
| 975s | leadership and game it can be |
| 977s | embarrassing it going to be unfortunate |
| 978s | and be terrible |
| 978s | so I want to talk a little bit about |
| 979s | reimbursements to so unsurprisingly |
| 982s | reimbursement investigations make up |
| 985s | quite a bit of support work but it's |
| 987s | maybe not as much as you think the |
| 990s | majority of ship losses all the way up |
| 991s | to freighters can be handled by any GM |
| 993s | on the team it's when you come to stuff |
| 995s | like Titan supercarriers if you come to |
| 998s | Alliance tournament ships limited |
| 999s | edition whole stuff like that or things |
| 1001s | that were really expensive Lee fitted |
| 1002s | that's generally when a senior GM will |
| 1004s | take over with a little bit more |
| 1005s | experience and Eve and will work to make |
| 1008s | sure that either the ship gets |
| 1009s | reimbursed or a player is given good |
| 1011s | context as to why not so let's look at |
| 1014s | reimbursements by ship tide yeah |
| 1024s | I expected a little bit of a giggle on |
| 1026s | this one so some of you might be |
| 1029s | surprised at the type of ships that are |
| 1030s | reimbursed others less so |
| 1032s | typically the GM's find that the most |
| 1034s | expensive ships and fittings are the |
| 1036s | most likely to be requested for |
| 1038s | reimbursement by pilots and this tends |
| 1039s | to be true regardless of whether |
| 1041s | someone's lost it legitimately |
| 1043s | and they've just done something really |
| 1044s | really a stupid or if they've lost it |
| 1047s | through gameplay issue or something |
| 1049s | that's gone wrong so huh any any tree |
| 1053s | and I can also say that the most |
| 1055s | commonly your ships especially for |
| 1056s | usually PvE tend to be the more heavily |
| 1059s | requested for reimbursement so these are |
| 1061s | you know the healer the Navy issue |
| 1063s | vector the tan guru and the rattlesnake |
| 1064s | generally tend to be up there quite a |
| 1066s | bit so let's look at the reimbursement |
| 1068s | by location and there's also a very |
| 1072s | similar picture here too so yeah jeet is |
| 1079s | obviously higher on the list given |
| 1081s | opportunistic pilots and the sheer |
| 1083s | amount of walls in the game as well |
| 1084s | right because it's a high-traffic system |
| 1086s | but it does warm my terrible all |
| 1088s | shriveled pirate hard to see Tom a |
| 1090s | second on the list there it's beautiful |
| 1093s | really like to see that and it's yeah so |
| 1097s | it paints a a very very clear picture |
| 1099s | but let's now look at reimbursement in |
| 1101s | raw numbers as well in terms of the |
| 1104s | month months from June June 2018 to June |
| 1107s | 2019 so if we take a look you can see |
| 1110s | just how many reimbursements are issued |
| 1112s | the average is around seven to eight |
| 1113s | hundred a month are about 25 |
| 1114s | reimbursements pedir usually which is a |
| 1116s | remarkably no low number and remember |
| 1118s | these only these are only the ships that |
| 1120s | were reimbursed this doesn't count |
| 1122s | reimbursement tickets where we said nope |
| 1123s | you were dumb you did something wrong we |
| 1126s | can't reimburse your ship so there's a |
| 1128s | clear anomaly here though like that was |
| 1131s | yeah that was an interest in month this |
| 1132s | year then some of you might be wondering |
| 1135s | what the hell's going on any of you |
| 1136s | actually played the guardians gala right |
| 1138s | after downtime we'll know what happened |
| 1141s | some of you might still be in counseling |
| 1143s | for the NPC that you around too so we |
| 1146s | had a slight problem |
| 1147s | [Laughter] |
| 1148s | [Applause] |
| 1150s | so unfortunately for us there was a |
| 1153s | misplaced decimal place that that we |
| 1155s | didn't find out and when the event went |
| 1158s | live one of our NPCs was firing it at |
| 1159s | ten times the speed that he should have |
| 1161s | been doing which I think resulted in |
| 1163s | about thirty thousand DPS which |
| 1166s | surprised a few people let's say that so |
| 1170s | a little bit of a tidbit of information |
| 1172s | for you guys in the one hour and 43 |
| 1175s | minutes that this was bugged before it |
| 1177s | was hot fixed it claims 783 kill meals |
| 1187s | just for reference that's about seven |
| 1190s | per minute so a lot of people died |
| 1193s | several people died multiple times |
| 1195s | forcibly with it |
| 1197s | all right mustn't have turned my |
| 1198s | hardeners on he'll be fine I'll go back |
| 1200s | in so needless to say quite a few people |
| 1206s | who encountered said angel cartel pilot |
| 1208s | were somewhat confused thankfully CCP |
| 1213s | larrikin da genius of our hearts form a |
| 1216s | game designer who now works on the |
| 1217s | monthly economic report and all kinds of |
| 1219s | stuff like that he was able to gather a |
| 1221s | full list of all the pirate the pilots |
| 1222s | affected and we actually tried something |
| 1226s | different for once the customer support |
| 1228s | team tried a proactive reimbursement |
| 1230s | report approach for the first time and |
| 1231s | this involved just blanket reimbursing |
| 1234s | all of the ships that were lost to this |
| 1235s | NPC because I mean clearly we've hooked |
| 1238s | up like 30,000 dps you're not going to |
| 1241s | tank it you know what I mean so this |
| 1242s | involved reimburse and all the ships |
| 1244s | that were lost and contacting the |
| 1246s | players affected to let them know and of |
| 1248s | course there's made people happy people |
| 1253s | were like oh wow you just give me my |
| 1254s | ship back and I didn't even need to file |
| 1256s | a ticket this is great so this seemed |
| 1258s | this of course seemed to make people |
| 1260s | happy |
| 1260s | and while this is a solid approach for |
| 1262s | specific issues where we can identify |
| 1263s | people it is a lot of manual work in |
| 1267s | instances of a few hundred pilots being |
| 1268s | effective then obviously we can do this |
| 1270s | but when it comes to thousands or tens |
| 1272s | of thousands it will be a little more |
| 1274s | work so I actually wanted to ask you |
| 1277s | guys in the room right now what do you |
| 1278s | think of this kind of approach if |
| 1279s | something happens like that yeah you |
| 1281s | think it's good |
| 1282s | I think that is a clear indicator that |
| 1290s | we done good which is nice so of course |
| 1293s | for much larger issues this isn't really |
| 1294s | practical I mean if we go to manually |
| 1296s | reimburse ten thousand people we're |
| 1298s | going to get GM's off work with carpal |
| 1300s | tunnel syndrome and all kinds of |
| 1301s | problems so we've got to be no I mean |
| 1308s | I've never been so direct and responding |
| 1310s | to a question in my life no you guys are |
| 1312s | bad enough with the equipment you have |
| 1314s | now give you thirty thousand dps and I'm |
| 1316s | just going home like I'm just I'm not |
| 1318s | dealing with it yeah this is true this |
| 1321s | is true I mean that will be pretty |
| 1324s | cooler than it like I'll well your |
| 1328s | presentations on after this so maybe you |
| 1330s | can talk to the art guys just going to |
| 1332s | throw that ball over there somewhere |
| 1334s | so whenever possible the GM team will |
| 1337s | reimburse the ship when we can |
| 1338s | especially if it's well always if it's a |
| 1341s | loss to a legitimate issue typically |
| 1343s | these issues are non server issues and |
| 1347s | on board or something bizarre that can |
| 1348s | can't really explain why a loss has |
| 1350s | happened this genuinely happens from |
| 1352s | time to time where someone will submit a |
| 1354s | reimbursement request and it's just like |
| 1356s | what the happened here GM's are |
| 1359s | looking through the logs and they're |
| 1360s | just like yeah we've got no idea what |
| 1361s | happened and then they'll just be a |
| 1362s | clear reimbursement but of course some |
| 1364s | of you guys will have seen this and |
| 1366s | there are obviously times when we can't |
| 1368s | reimburse these include like any |
| 1370s | third-party network on issues and of |
| 1371s | course issues with your hardware or your |
| 1373s | connection that aren't directly related |
| 1375s | to TQ and then of course the most on the |
| 1378s | most unpopular policy that we have the |
| 1380s | fact that we simply can't provide |
| 1382s | reimbursements for some things such as |
| 1384s | large fleet fights so the reason that we |
| 1387s | actually do this and we we explain this |
| 1389s | to people quite in detail when the this |
| 1390s | they put in a support ticket is we |
| 1393s | always want to maintain a level playing |
| 1394s | field right we always want to make sure |
| 1396s | that when a fleet fight happens it goes |
| 1397s | down the way that the players have let |
| 1400s | it happen basically yes sometimes an old |
| 1403s | death can happen there can be you know |
| 1405s | where I must disconnect that kind of |
| 1406s | stuff but given how high-level how crazy |
| 1409s | and how meta the politics are an eve we |
| 1411s | generally tend to stay away from |
| 1412s | reimbursement fleet fights purely |
| 1414s | because of the fact that it |
| 1416s | puts us in a position where we could |
| 1417s | potentially affect a political outcome |
| 1418s | we could cause the collapse of an |
| 1420s | alliance we could cause someone to get |
| 1421s | ahead in a war something like that so we |
| 1423s | always use the phrase the simulation is |
| 1426s | as is given basically so if you do |
| 1429s | experience connectivity issues problems |
| 1432s | that kind of stuff you should always |
| 1433s | check in a couple of places when you |
| 1434s | submit a reimbursement request or before |
| 1436s | you submit a reimbursement request |
| 1438s | rather with a new launcher which works |
| 1440s | way better than our old launcher |
| 1441s | thankfully we now have this wonderful |
| 1443s | new ribbon and we put this up basically |
| 1448s | every time there is actually an official |
| 1449s | problem with our service system more |
| 1451s | with TQ with its associated services so |
| 1454s | this is turned on by your skies in the |
| 1456s | community team when the hits the |
| 1457s | fan and we make sure that it links |
| 1459s | different places and gives you all the |
| 1461s | information that you need so this will |
| 1462s | give you details of what kind of issues |
| 1463s | on gone if it's not lit up then we |
| 1466s | consider trying quality to be 5x5 |
| 1467s | everything's good and any issues that |
| 1469s | happen are an unfortunate result of the |
| 1471s | nature of the internet and the second |
| 1474s | one is the wonderful Eve Status Twitter |
| 1477s | account which I have actually got |
| 1479s | connected to my phone at all times in |
| 1481s | case the hits the fan so what we |
| 1483s | try and do is give immediate |
| 1484s | notification that there's a problem with |
| 1486s | TQ that we're working on it and usually |
| 1488s | this will link to like a forum thread |
| 1490s | linked to some resource that gives you |
| 1493s | more information of what's happening how |
| 1495s | the service broke and what issue is |
| 1496s | occurring and what we're doing to |
| 1498s | resolve it and usually what we try and |
| 1500s | do is we try and give an update in a |
| 1503s | forum thread or via Twitter at least |
| 1504s | every 15 minutes see you guys know |
| 1506s | exactly what's happening and we always |
| 1508s | want to be in T in really really good |
| 1510s | lines in communication with you guys I |
| 1511s | mean that's what events like this are |
| 1513s | all about that's what has been present |
| 1515s | on Twitter on discord on Reddit there's |
| 1517s | all about and we always want to make |
| 1518s | sure that you guys have got all the |
| 1520s | information you have in your hands |
| 1521s | especially when it comes to TQ so on |
| 1525s | communication let's look at pilots |
| 1526s | satisfaction the GM team always prides |
| 1529s | itself on maintain maintaining good |
| 1530s | contact with the community and a high |
| 1532s | satisfaction rating and unfortunately |
| 1535s | the nature of complainin is that if guys |
| 1538s | haven't really really good experience |
| 1539s | it's usually like this is great I'll |
| 1541s | move on with my life and I'll do other |
| 1543s | things but when a bad experience happens |
| 1544s | people are more eager to talk about it |
| 1546s | so these numbers actually might be |
| 1548s | surprising to you guys given some of the |
| 1549s | flack |
| 1550s | gM team gets from time to time under |
| 1551s | community team two so when a player's |
| 1553s | ticket is closed they receive a surveyor |
| 1555s | asking them if they're satisfied with |
| 1557s | the service or not and using this I |
| 1559s | cannot stress to everyone in the room |
| 1560s | and everyone watching on stream is super |
| 1562s | important when you've interacted with |
| 1564s | the GM team because it helps us improve |
| 1565s | the service that you guys get if you |
| 1568s | read good we're like we don't good let's |
| 1570s | crack open the beers that's fantastic |
| 1572s | but if we get rid of bad then we can |
| 1575s | occasionally review the service level |
| 1576s | that we'll provide and figure out why it |
| 1578s | was rated bad what happened what went |
| 1580s | wrong and what we can do to fix things |
| 1583s | so the e/m of course is to keep the |
| 1586s | written as high as possible so the |
| 1588s | satisfaction is at its best and to do |
| 1590s | this the GM team will periodically |
| 1592s | review tickets that have been rated with |
| 1593s | bad satisfaction and they'll look at why |
| 1597s | look at what happened look at responses |
| 1599s | the G and give look at whether that GM |
| 1601s | might need more training didn't |
| 1602s | understand the context of a ticket or if |
| 1605s | the players just really angry that they |
| 1606s | didn't get their vex and every issue |
| 1607s | reimbursed because that does happen as |
| 1609s | well where someone's lost a ship for a |
| 1611s | completely legitimate reason they don't |
| 1614s | get a reimbursement and then it's like |
| 1615s | bad I'm not satisfied and people are |
| 1619s | obviously perfect within the rights to |
| 1620s | do that but we generally try and |
| 1621s | segregate those tickets out from the |
| 1623s | guys who've either haven't been given an |
| 1624s | acceptable level of service or the new |
| 1627s | GM's being confused or something like |
| 1628s | that and got crossed wires so it's super |
| 1630s | important that you submit a ticket you |
| 1632s | use this once your requests complete |
| 1634s | because that just helps us nail our |
| 1635s | service levels and make sure that we |
| 1637s | provide the best possible service that |
| 1639s | we can to you guys outside of this the |
| 1643s | GM team do a hell of a lot of project |
| 1645s | work as well and there's one thing to |
| 1646s | always remember about our Kia masters |
| 1648s | they are everywhere I'm not kidding it's |
| 1652s | scary the amount of stuff that they do |
| 1654s | with CCP so while support tickets at the |
| 1659s | primary role they're heavily involved in |
| 1661s | a multitude of roles at CCP so these |
| 1663s | include tournament assistants exploit |
| 1666s | investigation social media assistants - |
| 1668s | they're involved heavily in player |
| 1670s | testing of new features before they go |
| 1672s | out and they're evolved in event |
| 1673s | assistance as well |
| 1674s | our GM's are some of the most dedicated |
| 1677s | flexible and insanely hard work and |
| 1680s | people at CCP they're always willing to |
| 1682s | help out and they're all |
| 1683s | on the pitch in nine times out of ten |
| 1686s | events like fan fest events like this he |
| 1688s | would even off are built on the |
| 1690s | shoulders and the back bones of the guys |
| 1692s | in the GM team doing an incredible |
| 1694s | amount of work we've got people who |
| 1695s | stuff the PvP tournament for yet I was |
| 1697s | at a time we've got guys who were |
| 1699s | transferred on their feet for 12 hours a |
| 1700s | day we fly them all over the place to |
| 1703s | assist with events for us and it's |
| 1705s | absolutely fantastic to work with these |
| 1707s | guys all the time so while support |
| 1712s | tickets to their primary role they also |
| 1715s | get involved in event stuff and I wanted |
| 1717s | to talk about that a little bit now so |
| 1719s | some of you might remember recent events |
| 1721s | in G de jure and Mir that caused a |
| 1723s | little bit of tie-dye and of course last |
| 1725s | year in July as well do you guys enjoy |
| 1727s | yourselves so this was when contour |
| 1733s | Concord took care of a few dirty bothers |
| 1735s | teleported them to hiset and had a |
| 1737s | little bit of fun with them and I'm |
| 1738s | showing images like this because I just |
| 1740s | really like watching people who break |
| 1742s | the rules and screw with our game |
| 1743s | explored and lose all this stuff it's |
| 1745s | really fun it's one of the things that |
| 1747s | really really warms my heart so events |
| 1749s | like this are organized by player |
| 1751s | experience primarily the game masters |
| 1753s | the game masters do a hell of a lot of |
| 1754s | work to sort of get these events |
| 1756s | together get the right list of accounts |
| 1757s | and characters and then get them ready |
| 1759s | for you guys to blow up so with a little |
| 1761s | assistance from the community team and |
| 1762s | of course team security as well to |
| 1763s | verify who their teleporting on what |
| 1765s | they're doing the GM team primarily |
| 1767s | organized this stuff |
| 1768s | there's many and varied ways that the GM |
| 1772s | team loves to interact with you guys and |
| 1775s | it's everything from this kind of event |
| 1777s | through to ER to coming along to player |
| 1779s | gatherings to being involved in fan fest |
| 1781s | and stuff like GM week I mean I don't |
| 1783s | know any of you guys take part in GM |
| 1785s | week last year when we had a load of |
| 1787s | twitch streaming going on we had the |
| 1789s | first Walker bot event where we we |
| 1791s | invaded you live for a little while so |
| 1793s | coming along and being part of this |
| 1794s | events is great for the GM team and they |
| 1797s | absolutely love it so on the subject of |
| 1802s | the bottom side of things |
| 1804s | both the GM team and the community team |
| 1806s | work super closely with our security |
| 1807s | team as well primarily on account |
| 1809s | security related issues button RMT that |
| 1811s | kind of thing and I wanted to talk a |
| 1812s | little bit about account security too so |
| 1817s | tickets relate into account security are |
| 1819s | by far the most complex that we get as |
| 1823s | many pilots are aware we at times are |
| 1825s | incredibly long if you've got a hacked |
| 1826s | account and I'm going to get into why in |
| 1828s | a little while this is true that's one |
| 1834s | very good reason hacked accounts they |
| 1837s | take many man hours to fix it's a lot of |
| 1839s | work for a GM and it's incredibly |
| 1841s | important to keep your account protected |
| 1842s | so that this doesn't happen to you and |
| 1844s | of course one of the primary reasons |
| 1845s | that account hacking occurs is because |
| 1848s | of people by risk so as always a PS here |
| 1852s | make sure that you don't do so it's |
| 1854s | important to understand that in most |
| 1856s | instances the issues of the hacked |
| 1857s | account don't relate to a hack deep |
| 1860s | online account nine times out of ten |
| 1861s | it's far more common for access to begin |
| 1863s | to an IVA count through a hacked email |
| 1866s | keeping your email accounts protected is |
| 1869s | absolutely paramount I mean I had one |
| 1871s | hacked email account in my life and it |
| 1873s | was a total nightmare to deal with |
| 1874s | thankfully no one got to my naive |
| 1876s | accounts just my bank and a few other |
| 1878s | things which don't matter but it's one |
| 1882s | of those things that's terrifying and |
| 1883s | one of those things that can cause a |
| 1884s | really really big problem and we also |
| 1887s | end up with a lot of account sharing |
| 1889s | issues too as well where people take |
| 1890s | things from each other |
| 1891s | because they think they're friends with |
| 1892s | each other they get access to each |
| 1894s | other's accounts and all of a sudden a |
| 1895s | Titan and 200 billion s goes missing and |
| 1897s | you're like well that wasn't very nice |
| 1898s | was it so you've got to be really really |
| 1900s | careful and we obviously always |
| 1903s | recommend that you don't share your |
| 1904s | account details with people so a few |
| 1909s | pointers for securing your account don't |
| 1911s | reuse passwords and your email accounts |
| 1912s | make sure you using two-factor on your |
| 1914s | email accounts use even lines two-factor |
| 1916s | authentication as well it was recently |
| 1917s | updated this might have passed some of |
| 1919s | you by but you can actually now use one |
| 1921s | token for all of your accounts so if |
| 1923s | you're a crazy lunatic who has twenty |
| 1925s | fifty or hundred Eve online accounts you |
| 1927s | can use one two-factor key now for all |
| 1930s | of them |
| 1930s | make sure your passwords on all your |
| 1932s | accounts are strong as well to fact is |
| 1934s | great but don't be using query one two |
| 1936s | three four five or one of our GM's will |
| 1938s | actually fly to you and slap you around |
| 1940s | the face for being so dumb and also |
| 1942s | check this website have a V pong comm to |
| 1945s | see if your passwords are out there |
| 1946s | because this is a big repository that |
| 1947s | our security team use all the time |
| 1950s | of basically email addresses and |
| 1952s | passwords that have been exposed and |
| 1953s | compromised when a site has been hacked |
| 1955s | somewhere and they've got a huge |
| 1956s | database that lets people search their |
| 1958s | own email address and see if any other |
| 1959s | passwords are exposed so be vigilant and |
| 1962s | know what's going on and what you need |
| 1964s | to do as well is you need to to fully |
| 1967s | understand the context of how much |
| 1968s | effort it takes to a to fix a hacked |
| 1972s | account imagine all of the ways that one |
| 1975s | player can transfer esque assets items |
| 1977s | implants all are kind of stuff between |
| 1979s | each other the number of man-hours put |
| 1981s | into fix and damage done is absolutely |
| 1984s | insane and it's one of the things we're |
| 1985s | trying to reduce as much as we possibly |
| 1986s | can so we've started to actually take a |
| 1989s | look at ways that we can help |
| 1991s | proactively prevent this rather than |
| 1994s | dealing with the damage in the |
| 1995s | after-effects it's a it's a really |
| 1999s | really sad thing to see when this does |
| 2001s | happen so it's it's imperative that you |
| 2004s | remember that hackers have nothing to |
| 2006s | lose you've got thousands of hours of |
| 2009s | gameplay I look at I look at the back |
| 2011s | end of t queue and I look at my history |
| 2012s | with even how many man-hours I put into |
| 2014s | weave and sometimes it makes me cry |
| 2016s | partially from happiness and partially |
| 2018s | from all my god or event doing with my |
| 2020s | life because there's thousands of hours |
| 2022s | in there in some instances you guys have |
| 2024s | been building characters for 16 17 years |
| 2026s | and that can be gone like that in a |
| 2029s | blink of an eye if you don't make sure |
| 2030s | that you're secure the reality is as |
| 2033s | long as there's a market for dirty risk |
| 2035s | these scumbags are going to continue to |
| 2037s | try and take your accounts we've even |
| 2039s | had it since Ian but we've even had |
| 2041s | hackers who have access to email |
| 2042s | accounts how can account destroy it rip |
| 2046s | all the ISKCON assets off it one of our |
| 2048s | GM spends 15 man hours trying to put the |
| 2050s | account back together then the hacker |
| 2053s | poses as the real owner of the account |
| 2055s | gets access to the account again and |
| 2057s | sells all the stuff again this is how |
| 2058s | savage these guys are they don't give a |
| 2061s | about any of you they just don't |
| 2063s | care about you they don't care about the |
| 2065s | stuff they're selling the people are |
| 2066s | selling stuff to all they want is your |
| 2069s | money and you're a victim whether you're |
| 2071s | buying from them or whether you're |
| 2073s | having your stuff stolen to pay for |
| 2075s | their stuff so just help us help you by |
| 2077s | making sure you keep your hard-earned |
| 2079s | riskier assets and more importantly your |
| 2081s | character see if because there's nothing |
| 2082s | worse than |
| 2083s | and finding out you've got three skill |
| 2086s | points like this is the worst thing in |
| 2087s | the world so when we're talking about |
| 2091s | security let's talk about team security |
| 2094s | security work heavily with the game |
| 2096s | masters in account security but they |
| 2098s | spend the majority of their time |
| 2099s | elsewhere they do do work in account |
| 2102s | security but they're really focused on |
| 2104s | ugly real money trading efforts and |
| 2106s | important efforts information security |
| 2108s | and of course more recently in the u GD |
| 2110s | GD P are compliance as well and of |
| 2114s | course infernal repairs to these guys |
| 2117s | are a wonderful group of people that I'm |
| 2118s | absolutely terrified of so before we |
| 2123s | dive into interleukin 2 actual security |
| 2126s | I just want to take a quick look at |
| 2127s | internal affairs because not a lot of |
| 2129s | people know what they do they're just |
| 2131s | they just think of like they think of |
| 2133s | the the police version of internal |
| 2135s | affairs I guess that you see in all |
| 2136s | those like old cop movies and they do |
| 2139s | actually do quite a bit of work so they |
| 2140s | do developer account auditing they deal |
| 2142s | with develop a player account audit and |
| 2144s | as well making sure that we are playing |
| 2146s | by the rules and they were respecting |
| 2147s | the rules and respect in the sandbox to |
| 2149s | do is DN C SM background checks for us |
| 2151s | as well to make sure we're not letting |
| 2153s | crazy people under the CSM or into ISDN |
| 2156s | I mean we up thereof and we're |
| 2160s | honest if that's the gears so they also |
| 2163s | do is D and C SM audit and we're |
| 2164s | required if needed looking over people's |
| 2166s | accounts making sure that they're not |
| 2168s | using insider information that kind of |
| 2169s | stuff and of course they do develop |
| 2171s | misconduct investigation as well and I |
| 2173s | will tell you like it's probably two or |
| 2175s | three times a week that someone emails |
| 2176s | internal affairs and sees that I'm a |
| 2178s | terribly biased person who's a goon or |
| 2180s | I'm in PL or I'm in northern coalition |
| 2182s | or I'm a Chinese border or whatever this |
| 2184s | happens all the time |
| 2185s | so some of our some of our devs are |
| 2188s | perpetually on the receiving end of this |
| 2190s | guy's bias this guy's biased you should |
| 2192s | fire him so our internal affairs team |
| 2194s | are constantly busy but of course most |
| 2197s | of the work they do we can't talk about |
| 2198s | unfortunately but we do want to take a |
| 2200s | look at security and I want to take a |
| 2202s | look over the last year so we do a |
| 2204s | quarterly security update and we give a |
| 2206s | little bit of information I want to give |
| 2208s | you for context what's happened over the |
| 2210s | course of the last year so we've had |
| 2213s | 9,500 two accounts banned for account |
| 2216s | hacking about twenty thousand six |
| 2218s | hundred and forty three accounts banned |
| 2219s | for bottom related activities and |
| 2220s | fourteen thousand six hundred and |
| 2222s | seventy eight accounts banned for RMT |
| 2223s | related activities so the security team |
| 2226s | are uh they're taking a hatchet to |
| 2227s | things definitely but the reality is as |
| 2230s | I've said before that so long as there's |
| 2233s | a market for real money trading this |
| 2234s | wars always going to continue these |
| 2237s | numbers are just a part of the story but |
| 2238s | they're a clear reminder of how real the |
| 2241s | threat is to your characters and assets |
| 2242s | eve is a pretty unique game in a sense |
| 2245s | that it's pilots are incredibly wealthy |
| 2247s | in terms of virtual goods value and your |
| 2250s | hard earned characters and assets or a |
| 2252s | prime target for those who want to make |
| 2253s | money this is just a plain fact but we |
| 2256s | will however make sure that we try and |
| 2258s | fight as hard as we can to make this |
| 2260s | behavior as hard as possible and try and |
| 2262s | stamp it out as best we can because it's |
| 2264s | something we're here to see and I do |
| 2267s | want to try looking at some recent |
| 2269s | actions that we've taken obviously this |
| 2272s | was popular to some popular to not |
| 2274s | popular to some and this was putting |
| 2276s | level four and five missions back behind |
| 2278s | the need for an Omega subscription |
| 2280s | so that there weren't easily bottle and |
| 2281s | weren't easily exploitable then we've |
| 2284s | had changes to two-factor authentication |
| 2286s | for multiple accounts so you can |
| 2288s | obviously now use one key as I said |
| 2289s | earlier we've had the shutdown of |
| 2291s | several large in-game RMT and button |
| 2293s | rings recently as well which is a really |
| 2295s | big win for the security team and we |
| 2297s | also have a combination of our security |
| 2299s | team in our business development team |
| 2301s | targeting social media groups that have |
| 2302s | been formed for our MT so there are |
| 2305s | countless groups on Facebook on VK on |
| 2308s | various other social media sites that |
| 2310s | are basically just dedicated to our MT |
| 2312s | and we're trying to stamp those out as |
| 2315s | hard as we we possibly can and we've had |
| 2317s | great support from Facebook great |
| 2318s | support from VK as well to try and help |
| 2320s | us take these guys down and we're also |
| 2322s | doing the same thing with with eBay as |
| 2324s | well we working very closely with those |
| 2326s | guys to take all the illegitimate |
| 2327s | listens down which works really nicely |
| 2329s | for us and of course one of the biggest |
| 2332s | things we want to do as well as work on |
| 2333s | a bot report and feedback so right now |
| 2336s | we're working on actually looking at how |
| 2338s | we can give you feedback when you report |
| 2340s | someone for boughten whether that be hey |
| 2341s | we received your report great or we've |
| 2344s | leave your report on this date and now |
| 2345s | actions been taken we can't discuss it |
| 2347s | but it's done and dusted this is one of |
| 2348s | the biggest things that you guys |
| 2350s | asked for is just some feedback to know |
| 2352s | that we're actually doing things and |
| 2355s | that's that's one of the primary things |
| 2358s | that we want to give you so all these |
| 2361s | activities a part of team securities |
| 2364s | collaborations with teams all over the |
| 2366s | CCP I mean they're involved with |
| 2367s | everything from Hilmar and our executive |
| 2369s | management to us guys who are on the |
| 2372s | ground and the community team who are |
| 2373s | publishing information for them and |
| 2374s | given presentations like this and they |
| 2376s | continue to work tirelessly then |
| 2378s | ensuring that as much can be done as |
| 2380s | humanly possible to make sure that your |
| 2382s | account stays safe and you can also help |
| 2384s | by doing your part too so as I've said |
| 2387s | keep your even email account secure use |
| 2390s | two-factor authentication we can't |
| 2391s | stress this enough report Potanin RMT |
| 2394s | both in and out of game if you see a |
| 2395s | group on facebook if you see someone |
| 2397s | tweeting stuff just email security |
| 2399s | because every lead is solid and we will |
| 2401s | investigate every single one of them |
| 2403s | don't account share I know that a lot of |
| 2405s | people do this the primary reason we say |
| 2407s | dawn of culture is because if you |
| 2409s | account share and you get hacked and we |
| 2410s | won't help you because you've broken our |
| 2411s | EULA like that is the simple thing if |
| 2413s | you lose all your stuff because your |
| 2415s | account shared it's on you keep your |
| 2417s | account secure and of course don't feed |
| 2420s | the problem by buying ask not only are |
| 2422s | you going to get banned but you're |
| 2423s | putting yourself in a position where you |
| 2424s | can victimize someone else who gets the |
| 2426s | stuff that you've that's been sold from |
| 2428s | your account so in terms of |
| 2432s | communication as always we want to keep |
| 2434s | you guys up to date with what's going on |
| 2435s | with our security efforts so far we've |
| 2437s | been releasing a blog every quarter like |
| 2439s | this one here then over the course of |
| 2442s | someone we're going to start to change |
| 2442s | the kids of these reports and they're |
| 2444s | going to come monthly we want to be |
| 2446s | super direct with you guys about what |
| 2447s | we're doing how we're doing it |
| 2448s | and what information we give you we want |
| 2451s | to try and give you a little bit more |
| 2452s | data than we giving you now and we also |
| 2453s | want to make sure that these are going |
| 2454s | to come more regularly so we're actually |
| 2456s | going to put them out roughly around the |
| 2457s | same time as the monthly economic report |
| 2458s | each month so you guys can not only see |
| 2460s | how the economy is gone you can also see |
| 2462s | what we're doing in this fight against |
| 2463s | bots and RMT |
| 2464s | so these security reports are a |
| 2467s | collaboration between security and the |
| 2469s | community team as well and we want to |
| 2470s | make sure that we give you as much |
| 2471s | information as is humanly possible so |
| 2475s | speaking of our community we come to the |
| 2476s | fun part of the presentation and we |
| 2479s | talked a little bit about the community |
| 2480s | team and the other handsome gentlemen my |
| 2482s | partner in crime |
| 2483s | Amina's just walked in over there which |
| 2485s | is perfect timing because now I'm going |
| 2486s | to talk a little bit about community so |
| 2488s | I want to give an introduction to the |
| 2490s | two of us first |
| 2491s | obviously CCP Falcons in your community |
| 2493s | manager CTB dopamine community develop |
| 2495s | and also our CSM coordinate or as well |
| 2497s | the two of us report directly to the |
| 2499s | director of player experience and we |
| 2502s | were a team of two which is a really |
| 2504s | small team but I can't stress enough |
| 2506s | that we get support from all over the |
| 2508s | company it's incredible how many people |
| 2509s | pitch in to help us out so what do we |
| 2513s | cover and what do we do the first thing |
| 2515s | that we handle obviously is |
| 2516s | communication news dev blogs patch notes |
| 2518s | feedback threads for releases and |
| 2520s | expansions downtime message in an |
| 2521s | obviously emergency messaging when TQ |
| 2523s | has a heart attack and the hits the |
| 2525s | fan we deal with community sentiment as |
| 2528s | well so we monitor we report and weekly |
| 2530s | at feedback as well so if someone |
| 2532s | shitposting on reddit or there's a |
| 2533s | thread on the eve online forums or we |
| 2535s | see something on Twitter Facebook |
| 2536s | wherever then we're always in a position |
| 2538s | where we keeping our finger on the pulse |
| 2540s | and making sure that we deliver and |
| 2541s | feedback to development teams and that |
| 2543s | we're we're making sure that your |
| 2545s | concerns are real eared CCP dopamine |
| 2549s | over here as well also deals with the |
| 2550s | CSM so the elections the management of |
| 2552s | the C SMD idea their interaction with |
| 2554s | the dev team and summits - and then of |
| 2556s | course we're involved with events will |
| 2559s | involve the tournaments program |
| 2560s | direction for events like this one fan |
| 2562s | fest Vegas we deal with content |
| 2564s | direction as well for these events and |
| 2565s | we deal with being on stage like this |
| 2567s | whoreson and present and the stream and |
| 2569s | side of things - in collaboration with |
| 2571s | our friends over at Stream flea and then |
| 2574s | of course we deal with our influencers |
| 2575s | are streamers our fan sites the eve |
| 2576s | media and we deal with direct engagement |
| 2579s | as well so you'll see us very active on |
| 2580s | reddit the forum's discord Twitter and |
| 2582s | Facebook and of course the fun part and |
| 2585s | the beautiful perk is we get to do all |
| 2587s | of this cool as well so it's a |
| 2590s | tough job we do long hours it's great |
| 2592s | but working on the community team means |
| 2595s | we're super lucky to get to work on so |
| 2596s | many awesome events and even better we |
| 2597s | get to work directly with all of you |
| 2599s | guys as well which is which as well hmm |
| 2604s | thank you very much that wasn't us the |
| 2607s | the logo for Eve North you talking about |
| 2610s | that's Rick's Gerak's he did that oh |
| 2612s | it's wonderful |
| 2613s | fantastic |
| 2615s | so this year has been particularly |
| 2618s | challenging given the craziness of the |
| 2619s | world tour but I mean it seems to be |
| 2621s | working out you guys having fun so far |
| 2622s | it's been good yeah fantastic would all |
| 2630s | of this is down to the fact that we work |
| 2632s | with top class event organizers the guys |
| 2633s | on the eve North organization team the |
| 2636s | guys from evil underneath down under |
| 2637s | Saddam G fleet who are typically German |
| 2640s | and incredibly efficient about |
| 2641s | everything that they do then the |
| 2644s | Russians who are usually drunk but we |
| 2646s | can work with them it's all good because |
| 2647s | Iceland is usually drunk as well so it's |
| 2649s | fine but it's really really we can't |
| 2651s | stress enough the amount of support that |
| 2653s | we get from both the community and the |
| 2654s | rest of CTP and of course we also work |
| 2657s | heavily on both the Alliance tournament |
| 2659s | and this year we're taking a hiatus |
| 2661s | popular or unpopular you decide but |
| 2663s | we're working on the in via the even |
| 2665s | vision World Tour as well and the |
| 2666s | invasion tournament series this year so |
| 2668s | we've got our hands very full and CCB |
| 2671s | dopamine I don't know actually how many |
| 2673s | miles he's clocked up right now but he's |
| 2676s | flying all around the world to host and |
| 2678s | organize every invasion tournament |
| 2681s | series a feed around that goes into fan |
| 2683s | fest next year so it's going to be super |
| 2685s | crazy so well we haven't been able to |
| 2687s | provide as much tournament support as we |
| 2689s | hope we could this year we're looking to |
| 2691s | hopefully address it going forward and |
| 2692s | seeing what we can do but for now you |
| 2694s | guys can you guys can handle the Eve |
| 2696s | invasion tournament series and hopefully |
| 2697s | we'll have a great final next year at |
| 2698s | fan fest and of course we get to do fun |
| 2702s | stuff that's a real crocodile in that |
| 2704s | top image that was terrifying and that |
| 2706s | was in Sydney last year but it can be |
| 2708s | pretty crazy at times but there's a lot |
| 2710s | of fun to be had there's a lot of |
| 2712s | legwork and a lot of stuff involved when |
| 2714s | you're doing community work for CCP but |
| 2715s | of course we get to meet some pretty |
| 2717s | colorful characters along the way and we |
| 2719s | have a lot of fun over the last seven |
| 2721s | years at CCP I've taken home some pretty |
| 2724s | random stuff from you guys |
| 2725s | including a very artistic portraits 3d |
| 2728s | printed giant dinosaur heads and all |
| 2729s | kinds of stuff I've had to explain to |
| 2731s | both the TSA and Icelandic customs when |
| 2734s | I've arrived back in Iceland sore yeah |
| 2736s | the most screwed up things you can you |
| 2738s | give us the more embarrassing it gets |
| 2740s | when we arrived back in Iceland so yeah |
| 2742s | thanks for that I've had to explain some |
| 2744s | really weird to people who were |
| 2746s | very angry with why my suitcases |
| 2749s | all the weird and like of this thick so |
| 2751s | but the most important part for us is |
| 2754s | the feedback loop so we spend a lot of |
| 2756s | time dealing with community sentiment |
| 2758s | report and this is both out events and |
| 2759s | it's also just dear - dear when we're |
| 2762s | looking at when we're looking at sort of |
| 2765s | what's happening on social media so |
| 2767s | community Senate report and happens |
| 2768s | around expansions around releases around |
| 2770s | real world events like this we serve ear |
| 2772s | you guys after after everything that |
| 2775s | happens and obviously in game events as |
| 2777s | well stuff like the guardians gala the |
| 2780s | Blood Raider event that I can't remem |
| 2782s | Sinha started that I couldn't remember |
| 2783s | the name of so there's a lot that goes |
| 2785s | on and we also do conversation |
| 2787s | monitoring too so we're looking at |
| 2788s | trends of conversation common pain |
| 2789s | points hot topics and we're looking at |
| 2792s | negativity as well to see what you guys |
| 2793s | are complaining about because we want to |
| 2795s | make sure that you guys all have fun and |
| 2797s | a big part of this obviously is a CSM |
| 2799s | this is a huge part of our feedback loop |
| 2801s | and it was great to see you 12% increase |
| 2803s | in vote in this year our team manages |
| 2804s | and coordinates the CSM as part of the |
| 2806s | player experience team and takes care of |
| 2808s | the organization of summits and |
| 2809s | elections and it's all down to that |
| 2810s | gentleman who's very hardworking over |
| 2812s | there who takes care of this and we're |
| 2814s | really happy to see the increase in |
| 2815s | votes this year it's good to see them |
| 2818s | yeah it's just good to see it on the |
| 2819s | rise pretty much and of course we're |
| 2821s | super happy with the lineup this year |
| 2822s | for CSM 14 and we can't wait to start |
| 2824s | certain to start working with these |
| 2826s | glorious 10 individuals no doubt there's |
| 2828s | going to be a lot of shenanigans given |
| 2830s | some of the opposition that's going on |
| 2831s | between these guys but it's a it's going |
| 2833s | to be fun and we're pretty confident |
| 2835s | we've got a nice mix of people who are |
| 2836s | going to give us a decent view on what |
| 2838s | the community loves and of course from |
| 2841s | the community team we're always |
| 2843s | available we're always around and we |
| 2845s | always try and maintain as much contact |
| 2847s | as we come with you guys this helps us |
| 2848s | make sure we're able to really a super |
| 2850s | relevant feedback and makes us just more |
| 2854s | informed about what you guys are happy |
| 2855s | with them what you start with and a |
| 2857s | quick last couple of slides about what |
| 2859s | we want to do for the rest of 2019 |
| 2861s | obviously after a summer break we're |
| 2863s | going to be talking about the second |
| 2865s | half of the world tour so it's going to |
| 2866s | be more after summer break more |
| 2867s | tournaments more parties more events |
| 2869s | we've got CSM 14 we're going to be |
| 2871s | working on onboarding new delegates to |
| 2873s | take care of obviously there's going to |
| 2875s | be some people who need training wheels |
| 2876s | on the CSM because they'd never done it |
| 2877s | before and of course the fall summer |
| 2879s | coming up then we've actually got fresh |
| 2880s | blood John in the team in a couple of |
| 2882s | months |
| 2882s | a third community dev we're gonna have |
| 2885s | to be onboarding him and of course |
| 2886s | ritual he is into so that's going to be |
| 2892s | really fun and of course one thing that |
| 2896s | we do want to work on but we don't know |
| 2897s | when we're going to get to it we're |
| 2899s | trying our hardest to finish this up as |
| 2900s | a replacement for the fansite program so |
| 2902s | we're going to do further work on this |
| 2903s | we want to make sure that it's a good |
| 2904s | replacement for the fansite program and |
| 2906s | of course fan fest 2020 we've got to |
| 2909s | start planning and prepping that which |
| 2910s | is going to be huge fun and great and I |
| 2912s | encourage as many of you as possible to |
| 2914s | show up so it's pretty much covers a |
| 2918s | high-level overview of playback |
| 2919s | Rotarians from what we do as always |
| 2920s | we're available to chat whenever you |
| 2922s | guys see us around and we always welcome |
| 2924s | any questions you have no matter how |
| 2926s | awkward or unfun they are we love |
| 2928s | discussing the good points the bad |
| 2930s | points and everything in between with |
| 2931s | you guys so if you want to catch us at |
| 2934s | the EMEA later today or at the bar for a |
| 2935s | drink feel free to come and talk serious |
| 2937s | Bishop business I have a little bit of |
| 2938s | fun with us and of course we're always |
| 2940s | around in the forums on reddit I think |
| 2942s | between us me and CCB dopamine are in |
| 2944s | about 150 individual discord service for |
| 2946s | EVE Online as well so my phone |
| 2948s | notifications are just horrific but we |
| 2950s | always want to talk to you guys that's |
| 2952s | what we're here to do we're here to |
| 2953s | engage and interact with you guys so of |
| 2956s | course come and talk to us we're all |
| 2958s | going to have a hell of a lot of fun on |
| 2959s | the last stage or and even north and |
| 2960s | yeah that's it from us and we'll see you |
| 2963s | around on the floor during the rest of |
| 2964s | the event |
| 2965s | [Applause] |
| 2973s | [Laughter] |
| 2976s | you |