EA community managers problem?

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@AntEater1997 wrote:
@PsubondAgreed, but if the CM aren't looking on the forums for feedback and they refuse to go on reddit/twitter because of the "toxicity," then how do they get feedback from the players? Are they even looking at any feedback at all?

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If only they had a forum owned by EA that they could use for such purposes....

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@PapaDrach wrote:
@yoddddReddit can be harsh. It's been moderated a bit better the past month. Sure, the feedback there is brutal but its VALID and coming from passionate friends. Can't say that 1 bad apple making empty threats behind a keyboard speaks for 400k + members.

CM's barely engage with regular people anyways. No wonder people feel left in the dust given the state of the game and the communications between devs/CM's.

Shame because Reddit has some REALLY good, documented feedback. Have some thick skin and engage people who are open to constructive feedback.

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if i were them i'd ignore the reddit crew and twitter mob until they learn how to speak to people in a civil manner.  mutual respect and civility go a long way to getting what you want from someone or even a business.  also:  mike tyson quote is relevant here:  "Social media made y'all way to comfortable with disrespecting people and not getting punched in the face for it." 

Imagine if someone in a customer service call centre had this attitude.

”I’m not gonna take incoming calls anymore ‘cause people are often being rude frustrated when they phone us” 😄

@PsubondI picked the wrong word using “rude”. The vast majority of posts I see are from frustrated players, many of whom now have developed a negative state of mind towards Battlefield 2042 and EA/DICE. But there is a difference between being negative and being rude. My point was to say that as a community manager, if you can’t handle that many people have a negative state of mind as mentioned, then I think you have the wrong job. It’s like when customers phone to a call centre with a specific problem and are frustrated, some even angry. Customer service reps need to be prepared to handle such calls because it’s part of the job. (and of course they are trained for it). You can’t just throw your arms into the air and say, “Hey, I ain’t dealing with these people ‘cause they are being negative”.

I mean, he's not wrong? I'm not really sure how much value there is in engaging with the 563rd post about how far Steam numbers have fallen or the hourly update on the pointless refund petition. At this point, it is a performative outrage competition.

That said, I don't know what DICE/EA expect? It is hard to argue that it wasn't a disaster of a launch, and fixes/updates have been incredibly slow to come. There are numerous glaring bugs in the game (the fact that riding in a vehicle or using a drone has a high chance to make it so you can't ADS is pretty ugly, for example) that have been there for months without being addressed. There has been next to zero meaningful communication, other than vague handy-wavy promises to communicate better, followed by weeks of silence.

None of that excuses some of the shockingly poor behavior from some people (I've seen more on Twitter than on reddit, probably because Twitter has no moderation that eventually deletes them?), and people in the community shouldn't be shocked that developers/CMs are pulling back after being treated that way. I'm just not sure why they bother to have CMs or communications people if they aren't going to do the bare minimum in terms of communication.