There's a war going on. A war fought on a field of words and semantics where emotions run high, where personal investment of time and money, entitlement, "rights," resources and demands become weaponry. Two sides that have the same goals but different philosophies and who rarely speak the same language can engage in catastrophic battles. This is the reality between passionate player communities and the development companies that create the realms they inhabit. Community Managers are the diplomats on the front, mediating in order to bring some order to the chaos.
In this lecture we'll take on some real world examples from SOE on managing, retooling and carrying information in a rational manner between the sides. Learn how to avoid flamethrowers, deflect slings and arrows and cross boundaries without triggering a barrage of negative sentiment. Together we'll save careers, avoid casualties and perhaps, just maybe, we'll end the war for good.