GDC Austin 2009-Final Fantasy XI-Problems And Solutions In A Global Community By Robert Allen Peeler (Square Enix)

PROBLEMS & SOLUTIONSin a Global Community

Presenter: Robert Allen PeelerAssistant Online Community Manager

Square Enix Inc.

© 2001 - 2009 SQUARE ENIX CO., LTD. All Rights Reserved.


• FINAL FANTASY XI: Unique MMO• Distinct Player Concept• same game, same people, same time• service regardless of region/language• challenging regional coordination

• FINAL FANTASY XI• Major Step Into the MMO Experience• Uniquely Identifiable Services• Consoles at the Ready• Expansions/Add-Ons• Simultaneous Global Updates

-Main Series TitleConfidence

-Early MMO TitleInnovation

-8th Year of Service

Dedication


• NA Community Team• JP Community Team• EU Community Team


• International Relations• Difficult Communication• Unexpected Attacks: RMT• Working With Another

Online Title


• Developer Q&A• Multiple Regions Involved• Minimal Developer Time• Language Barriers


Problem I:International

Relations

• Re-thinking the Q&A• Improve Q&A Flows• Simplify/Combine Issues• Avoid Repetition• Create Translation Schedules



RelationsSolution

Better Dev. Comm.

• Live (IRL) Events• Costs for Attending• Small Events to Big Events• Left-Out Locales



RelationsSolution

Better Dev. Comm.

• Live Community Event• Planning an Event• Fan Sites & Player Interaction



RelationsSolution

Better Dev. Comm.Better Dev. Interaction

• Differing Schedules• Adjusting to Timezones• Translation Delay


Problem I:International Relations

SolutionDev. Comm. &

InteractionProblem II:

Difficult Comm.

• Ex: Elemental Resistance Issue• Effects Across Game• Delayed Response• Ex: Pandemonium Warden





Difficult Comm.

• Tools of Communication• Community Topics/Reports• Player Promotions





Difficult Comm.Solution

Regular Comm.

• Illegal RMT• Compromised Accounts• Policy Adjustments• Preventative Measures Concern• Player Perspective: Shifted Blame






Regular Comm.Problem III:

Unexpected Attacks

• Reviewing/Updating Policies• Listening/Responding to Player

Feedback• Brainstorming Prevention

Solutions• Special Task Force (STF)• Security Token







Unexpected AttacksSolution

Adapting with Change

• FINAL FANTASY XIV• FINAL FANTASY XI Future Plans• Supporting Veteran FINAL FANTASY XI Players• New Responsibilities• New Players







Unexpected AttacksSolution

Adapting with ChangeProblem IV:

Another Online Title

• Methodology• Fan Site Partnership• Exclusive Opportunities• Relationship Building


Problem I: International Relations

Solution:Dev. Comm. &


Difficult Comm.Solution:


Unexpected AttacksSolution:


Another Online TitleSolution: Fan Sites

• Ex. Premier Site Summit• Planning• Annual Direction• Future of Player Communities• Who’s Invited• What Fan Sites Can Do• From Invites to Articles


Problem I:-International Relations







-Another Online Title

Solution: Fan Sites

• Global Community Service• Every Adventurer is Our Customer• Community Team Cooperates Globally• Addressing Discrepancies


Problem I: International Relations







Another Online TitleSolution: Fan Sites

• FINAL FANTASY XI: Global MMO• Fostering an International Community• Avoiding Lapses in Communication• Global Coordination• Addressing the Unexpected




Entertainment & Humor

GDC Austin 2009-Final Fantasy XI-Problems And Solutions In A Global Community By Robert Allen Peeler (Square Enix)