SIGIL'S THIRD GENERATION CUSTOMER SUPPORT
MICHELLE BUTLER GIVES US A PEEK
An exclusive interview with Michelle Butler, by Raya
The Vanguard community has many burning questions about the policies that will be put in place in Vanguard: Saga of Heroes, (such as naming policy, GMs, guide program, if any, apprentice program). Until now, we didn't have too many answers. Michelle Butler, Customer Support Manager at Sigil, sat down with me recently, and we had a long chat about the various services and policies of the new Sigil Customer Support department. (I say new, because it IS new to us, but Michelle Butler (aka Elionia) herself has had tons of experience with EverQuest - see the SV story on that
here). I came away with many answers, some of them quite astonishing.
NAMING POLICY
Michelle said that in-game names will be carefully monitored at the time of player-choosing, first by the filter, then by a GM. It surprised me that each name would be run by a GM. Michelle explained that this was important for immersion in the game. Sigil is going all out to provide this immersive experience for the players, and names in Telon will be an important part of the immersion.
"We will have a detailed naming policy for characters and guilds," Michelle said. "When you select your character's name, it will be compared to an extensive name filter (and possibly rejected), then passed to a Game Master. Every name will be approved by a Game Master. If the GM determines that your name infringes on a section of the policy you will be notified which section and asked to choose another name. It is important for us to maintain the immersion. It will cover the basics and intentional abuses of letters, or misspellings."
I had to ask: "So no cute names? There was one in EQ - Cantouch Myheiney. Stuff like that will be rejected?"
Michelle agreed that those names would be rejected.
"We will list the rules by group (i.e. most offensive to least) and treat the 'violation' separately, based on the severity of the violation."
When she said,
"We strive to maintain a world where most names fit the genre, or are close," I wondered if "Raya" would pass the test.
"Only if it is yours, Michelle explained. "As your name would be popular media, similar in our world to, say, Walter Cronkite."
I was glad to hear that, but wondered if the name of my main EQ character (Raydiance, misspelled on purpose to avoid the filter but very meaningful to me) would be accepted by the Vanguard naming system.
Michelle gave me the good news, "Actually it would. Unless the name is from a person popular in the media or is a copyrighted name, it would probably pass. The sun can be described as 'raydiance.'"
"What about names of popular fiction characters - like Gimli - Aragorn - Stryder, etc.?" I asked. "They maintain the ambience, but are not distinctively original."
Michelle was very clear on this. "We more want to enforce well-thought-out names. Those are copyrighted names, and we must prohibit them in any form, including any derivation or misspelling of the names. They belong in the world of LOTR not Telon.
"Much Like Mickey Mouse is in Disney world."
I was still overwhelmed at the enormity of having each name passed by a GM…and it occurred to me, if each name were passed by a GM, then there might be recourse if your name was rejected and there was a valid reason behind it.
"A player will be able to ask for a re-consideration if the name was rejected and there is a valid reason why the name should be approved. But, should a player try to abuse the name policy repeatedly, it could result in us taking additional actions against that player," Michelle said. " Of course, really objectionable words…say, sexual or hate type words…would be judged by a harsher standard than a minor infraction."
I thought of all the times in EQ when people with strange or offensive names had certainly reduced the immersion of the game for me.
"That sounds very fair to me--and somewhat reassuring," I said. "There seems to be a level of caring in this system that wasn't apparent in latter-day EQ. Some of the names that escaped the filters were horrendous and some of the rejects were downright silly to be rejected. Being a writer, I find that names are very important to me."
Michelle agreed. "That is why, although a name will pass through a filter first (and could be rejected at that level), we will also check the name before it becomes permanent. Names are very important to me as well."
It would be very time-consuming, I thought, and said as much to Michelle.
"Very time consuming," she said, "but it will get us all off to the right foot…or, well, name." She grinned at me.
BEHAVIORAL POLICY
A good portion of the behavioral policy was tied into the naming policy. But there were stand-alone issues as well. I asked what kinds of guidelines will be included in this policy.
"We will have a policy which outlines acceptable behavior for the type of community we wish to maintain in Vanguard. We will depend heavily on the community to report issues they encounter. Together we have to maintain a world we are all proud of. Unfortunately that means we have to be the police on occasion."
I asked Michelle for an inside look at some of the specific violations that will be frowned upon. I also wanted to know how rigorously the policy will be enforced.
"Harassment.... Swearing.... Disruption... Exploitation..." she offered. "We hope the players can help in the enforcement by reporting issues. We (Customer Support) can achieve this by making certain the community knows we will act to investigate and enforce policy. We do not like to remove players from the world, [but] it is our responsibility to do so if need be to maintain a world we are proud of."
I asked Michelle if she could take one of the examples and detail it, such as swearing, referring to four-letter words…how far would the policing go to enforce non-swearing?
Michelle indicated that there would be a very close scrutiny on names in game that incorporated offending words. However, for just in-game cussing, the GMs would pretty much have to rely on the community for help. When I suggested that this might be a hard thing for the community to do, Michelle said,
"The players will have a very good tool available to them to report this kind of thing to us. Based on the report from the player we may choose to take action. Sudden outbursts can be expected, but we will not tolerate abusive or harassing cursing."
POLICY VIOLATIONS STATEMENTS
"We hope to make the community aware when we take action against an account and why that action was taken," Michelle said. "We believe, if we keep the community involved in maintaining a solid foundation, that they can help us to continue to provide a world free of intrusion. We want our community to be confident that we will act upon issues that affect them."
She clarified:
"To be clear--we won't say we 'banned Elionia'…just that we banned an account for X reason."
I was impressed and stated that it was different and somewhat brave of Sigil.
"It is important for the community to know we are acting on things," Michelle explained. "That we take pride in this world and continue to work to maintain the integrity. They can not know that without this type of information."
This is where I came up with the title for this article: "It seems that Sigil is not only making a third generation MMO, but intends to act like a third generation development company."
"We have to," Michelle said simply. "We expect it of ourselves. It is what I expect. And I hope the community is here to help."
I offered my opinion, "I think once the community understands that you are serious they will. It might take a little bit for them to see that though. Many of the community folks have been very badly burned by [other dev's] customer service. Newer arrivals may be very skeptical at first."
"I expect that. And that is why they must see for themselves…that we are sincere." She added, "We may stumble…but together…with this kind of community, I am confident we will all make Telon a wonderful place."
INTEGRITY CONTACT
I had no idea what this meant, but it was on the list of things that Michelle had kindly offered me to talk about prior to the interview. So I asked her what it meant.
Michelle explained:
"I hope to make a monthly statement to the community and we will interact and get feedback regularly. I intend to create a direct email to allow players to report any concerns they have about the integrity of a decision or action. I assure everyone that every complaint will be fully investigated."
Michelle grinned at my surprised look.
"Yes, I mean EVERY single one."
I asked her if she had an estimate for what the turnaround time on a complaint might be.
"That depends on the issue," Michelle said. "Some things can be simple...perhaps, just explaining the policy and addressing their concerns about a decision made….to a lengthy month-long review. Kind of depends, but we will be prepared for both."
That's pretty straightforward, I told her, but also quite amazing.
She laughed.
"This is why CS is my life."
GAME ISSUES POLICY
This topic was also pretty straightforward. I asked Michelle to explain.
"We will have policies to address game issues for our players. We hope that by posting our policies to the public we can better serve our community. We can update/adjust the policies as issues arise, but if a player knows where we stand on something, it is much easier for all of us to work together on solutions."
I wanted to know what kind of issues were we talking about -- exploitation? bugs? what?
"The issues may change from week to week or month to month. Could be a faulty quest, could be bad pathing, an exploit, a bag disappeared…for everyone. A fish that is too hungry and kills you in one bite. lol"
We both laughed and I observed there was nothing much new there, the usual crop of issues in a large MMO. We moved on to the next topic, which is probably of the greatest interest to the fans.
GAME MASTERS TYPES, HOURS
Michelle explained the four types of Game Masters she was looking for, what their job entailed, and what qualities were necessary in each.
"There are GMs who are excellent in every field, and some who are best at quests, for instance. This way we can target our talent," she said. "We will have dedicated Server Game Masters, Event Masters, and an Investigative Team. Each type of Game Master will be dedicated to support a particular need of the community." She went on to elaborate the four different types.
Server Game Masters - a GM dedicated to a specific community.- Personality traits required – Well-rounded personality, patience and with a kind sense of humor.
Game Masters - a GM dedicated to law and order.- Personality traits required - Direct and to the point, no hassle kind of person, very logical thinker
Event Masters - dedicated to providing in-game Events.- Personality traits required - creative, quick on their feet, can recover if they fall off stage without missing a beat.
Investigative Team - dedicated to catching the rules breakers.- Personality traits required - the sleuths, the turns-over-rocks, follows-their-instincts kind of person, sees the path when there is none.
Michelle admitted she felt more like a talent scout. I was impressed with the organization. I had never heard of that level of organization in the GM ranks before.
"The structure is built more to human talent, and thus allowing us to utilize a person's talent more directly," Michelle commented.
"Each server will have one Key GM. I can't say dedicated at the moment, but one main voice. It would be unfair to have a GM of, say, a really big server and s/he's busting it, while someone else sits back all day to help just a few customers."
Michelle indicated that she would start out the training with one on one. After she has trained the first one, that person will go on to train the next, and so on. Michelle intends to find out right at the interview where the abilities of the applicant lie.
"I help to determine their interest by the questions I ask," she said, "and I do ask what interests them the most."
The hours the GMs will cover is all-inclusive…i.e. 24/7. The individuals will be working a normal shift of nine hours (with one hour for lunch). I asked about pay scale, and Michelle said that it was strictly on a case-by-case basis. She added that many hints exist on the board if a person took the time to scrutinize it.
The application procedure will be based on a three-interview rotation. Michelle will conduct the first interview of the applicant. After she has interviewed a number of applicants for the first time, she will ask for a second round of interviews for likely candidates. From this round will be chosen the most likely applicants, who will be asked for a third interview.
Michelle indicated that first round interviews would be completed in Las Vegas, during
Fanguard on July 29 and July 30. She added that you did not have to be a registrant of the Fanguard event to schedule an appointment. However, if you do want an interview, the suggestion is to make sure you have your resume in Sigil's hands in plenty of time prior to the event (email your resume to
gmresumes@sigilgames.com) and apply
here for an interview.
(Note that you greatly increase your chances of having an interview with Michelle for the GM position if you follow the above procedure.)
The final phase of first round interviews will be held in Las Vegas during Fanguard (Michelle has actually been interviewing since June.) She thinks she will be starting second round interviews around August 1st. She says she won't turn a good person away if they have not preregistered, IF she has time in Las Vegas. However, she admitted that available spots were filling up quickly for first round GM interviews. The applicant is required to bring proof of identification at Las Vegas for the first round interviews.
Second round may just require a telephone call from Michelle to clarify some of the points or to ask additional questions. Third round interviews will be held at the Sigil offices in San Diego (Carlsbad) and will provide the final weeding out process.
However, Michelle added that there would be more interviewing for first round applications at a later date. She also indicated that there would be GMs in Beta, but could not give an exact number of GMs she is looking to hire at the present.
APPRENTICE PROGRAM
This program is near and dear to Michelle Butler's heart. It is also a program that has the whole community buzzing.
"This program will allow GMs to apprentice with the development team through a hands-on training program. A GM can explore their potential to move to another department," Michelle explained. "So many have asked if Customer Support is a one-way road. I say the world is open from here."
I asked her what the program entailed and how did one become a part of it.
"It is something we feel strongly about here," Michelle said. "Exploring the talents we can gain in as many ways as possible helps us all to be a part of the number one team."
The Apprentice Program is an integral part of Sigil. According to Michelle, every department can and will draw upon the talents of Customer Support and the GMs, especially the GMs.
During the first interview, Michelle asks where a person would like to be in a few years. This is their opportunity to mention what skills they have, what part of the development team they can visualize themselves in or have a strong desire to be on that particular team.
I asked how it was implemented, once the person was a GM and part of the Customer Support team. Michelle reiterated that it was hands-on apprenticing. The person gets to sit in on sessions they indicated they would like to pursue, say, design. They would sit in on design sessions and learn how the designers do it. Then they get to practice or receive assignments from the designers to help further their skill and learn more. As they mature in their designing abilities, they could, and probably would, be switched from Customer Support to that department.
Michelle added,
"During the interview process, some applicants have looked at me strangely, like when I ask if they have taken a drama class. They wonder why I ask, but this can be an example of a good actor. Or when I ask if they have done any LARPing (Live Action Role Playing)…or do they play card games. This tells me if they are outgoing, if they are good in crowds, if they are shy. With drama, it might tell me that quests interest them. But it is questions like these that help me glean a great deal of information."
"So they need to be prepared with what has turned them on in life and what experience they have had on the seeming sidelines?" I asked.
Michelle nodded.
"Very good way to describe it."
GUIDE PROGRAM (FELLOWSHIP PROGRAM)
Here was the part where we have had tantalizing tidbits, but very little information. Michelle was quite forthcoming and delighted to be able to talk a little about it. And for me, in an interview packed with exciting things, this was the most exciting part.
The biggest surprise, I suppose, is that the guide program is not going to be called that.
"We will have a fellowship program that will allow players to assist other players as issues arise in game," Michelle said. I was taken aback for a moment, trying to figure out what she meant. She explained.
Apparently, a fellowship program will be created and the guides (but not called guides) will come from that program. I indicated that it sounded a little like the Fellowship of the Ring. Michelle agreed from the point of view of banding together to provide a service to the community.
"This is still in the development and planning process," Michelle said, "but it is my hope to have a well rounded group who can reach out and help others."
The members of this fellowship, all volunteers, will need to be of legal age (18) because of NDA considerations. They will also have to have a vast knowledge of both MMOs and Vanguard. And they will need to be members of the official Vanguard forum.
"We must know where we have come from in order to know where we need to go with this program," Michelle said.
During the development process of the fellowship, Michelle will be looking at a number of traits and qualities in prospective guides…things such as previous experience will be considered, but also people who are well read in fantasy genre, people who have good writing skills, those who love to organize parties, events, maybe even weddings, those who love to help keep track of numbers.
"But mainly," she said, "we are looking for those who are most interested in helping the community."
The kinds of services the community fellows will provide are varied and require people skills, both in-game and out, things to better the community, events, answers to questions, guidance perhaps in the area of a policy…saying what a policy is intended to mean, if someone is confused or not clear about it.
"And helping to direct concerns of the community to us," Michelle said.
Michelle is very much occupied with organizing the GM division of Customer Support at the moment. She does not foresee being ready to move on the Customer Fellowship program for up to four months down the road. She also is a stickler for detail and wants to make sure she has a structure in place that will support the Fellowship program.
CS Fellows will also need to sign an NDA. Membership in other organizations may not coincide with the terms of the NDA, but each applicant will be reviewed on a case-by-case basis.
"We are moving into exciting times," Michelle enthused. "I am so very excited to be able to interact with the community and gain your thoughts and feedback on the issues that will affect us all."
And so are we, Michelle. Helmets off to a third-generation Customer Support program.
Copyright © 2005 by Raya
All rights reserved.
Edit 7-21-01: Go to reply #18 by Raya to find more info on the name selection process from Michelle.
wiki
Michelle Butler Talks About Sigil Customer Support
Certainly an entertaining read, and yet more things to be excited about. Sigil's team truly is hand-picked to be the best and what they do and intent on improving upon it for the next gen MMOG.
