Live Events Discussion

Crisis management is a process thet has been developed over hundreds of years as a response to wars, treaty failiure and simple company self destruction.

It was refined greatly in the 19th and especially the 20th century as the tools to understand human psychology were made available outside the medical profession.

Large companies always either have a dedicated team to deal with a crisis or train individuals as part of their other roles in this matter to deal with issues on a more granular level.
This second method is ideal for small customer facing companies as it is cheap and extremely fast to implement, phenomenal improvements occur in just days.

I have witnessed this transformation myself, and could not believe the difference that occurred.

A crisis can be an amazing opportunity as customers do not form strong impressions over time easily, but form a strong and lasting impression in a crisis. Well managed it is the best and cheapest advertising and marketing that can ever be achieved.
It also creates committed and resilient customers.

Far far less than 1% of a companies advertising and marketing budget on one off training can achieve more than the advertising and marketing department ever can.It should be their budget it comes from not legal and administration.

It will GROW the business.

There is a reason why this field exists as a profession.
Make use of it and have happy customers,and a profitable STABLE business.
Break the impression of lurching from crisis to crisis.

Customers believe that they want to know everything that went wrong encouraging all the dirty washing out in full view.this is neither wise or necessary, it will add fuel to the fire.

What customers actually want is to believe their worries are taken seriously, and to trust that whatever internal action is needed by the company will take place,

After the initial response, the investigation and resolution can be done in private, and legal more than satisfied. Management are freed to handle matters.
Results can be communicated later after investigation and when appropriate.
Everyone wins.
Crisis management enables this.

I hope this helps, we love EvE we want the company to thrive. And we care.

Fly safe.

That is not a Dev Blog, that's a News article so I will await to hear from CCP on an actual Dev Blog:

News: http://community.eveonline.com/news/news-channels/world-news/
Dev Blogs: http://community.eveonline.com/news/dev-blogs/

Hi! Yeah the news is not the statement I promised

That's just something we tend to do post-event as a matter of course. Blog should be coming this afternoon.

Beat me to it...Grrrr . I, and I'm sure we, really appreciate you coming in and clarifying that CCP Goliath and for the update.

Thank you CCP Goliath, pass on thanks to CCP eterne. that was an interesting read.
We look forward to the main response, your communication keeping us updated is appreciated.
Thank you for your efforts.

I think, just an opinion, that you can do both. In the LE channel (or a CCP moderated channel) you could gag everyone so that people involved can muster to where they're supposed to and key messages that are required to help the event be successful for the participants (not necessarily to aid in a successful story however as we've seen) are seen by everyone interested (Noob, Carebear, Hi-Sec Dweller or Nullbear Chest Beater) but you also have other channels that can be used fo rthe "free speech" that is so desired by all as well. It doesn't have to be a one or nothing type of thing.

Oh I hear you, believe me but if there is no way for successful communications then Live Events might as well be scrapped as this thread demonstrates very well just what happens when you can't get communications out.

Now I accept your opinion that you should be able to disrupt communications and cause chaos, to deny that would be against the sandbox we all love, but there are other ways of doing so and in unofficial channels e.g. Fleet, Local, Player Controlled Intel Channels, Constellation etc.

CCP do post in the MotD of some channels that they are official channels and moderated so this is not unprecedented. It would be up to the players to realise that these channels are required from links in Dev Blogs or communicating with the community as many did for 07-11. Now if I wanted to disrupt a Live Event I wouldn't stop people getting the information out especially if it was Null Bound. I'd get in that fleet, relay that clear information to my fellow pirates layign in wait and possibly even go blue-on-blue to help my fellow gate-crashers to get some juicy kills.

Mismanaged or disrupting communications, in my experience of 07-11, only lead to frustration, confusion and a lot of people having a negative view of Live Events. If the fleets had gotten the information in a more timely and clear manner the organised pirates awaiting with bubbles and sniper fleets could've really increased those kills a lot more than they had on that day.

just my thoughts and by no means an expert.

Really? Out of the litterally hundreds of well thought out and well articulated posts on the matter you chose MY obvious bait post to reply to?

I am not sure if I should be laughing or crying.

No matter some good discussion came from it.

I did quote you, and i did understand,because there's a place for it all in Eve.

It really is an amazing thing, a phenomenal social experiment and a game too !

It needs to be brought back from it's extremes from time to time, reassert it's values but still totally fascinating the directions it goes.

The recent events are good in that it has brought into the spotlight where the game is at the moment, and where it is steering away from the vision.

It doesn't need changing as such, just a reminder that CCP want the game to be for us all. and correct the misunderstandings.

let us take it forward and upwards, the players are good at that.

I could only wish that there were more people with this view.