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Proposal: remove FMR. Thread is locked

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Archaeox
Dec Member 2011

Archaeox

Posts: 53,399 Emerald Posts by user Forum Profile RuneMetrics Profile
Miu said :
I may be mistaken, but they're both community management actions.
I take your point entirely.
As I said in reply to Tuffty earlier in this thread.
Archaeox said :
... answering customer complaints/queries is always right down at the bottom of the 'things to do pile' for Community Management. For CM, there is always something so much more important than responding directly to the people who pay to play the game.
This is exactly what I mean about it being a system issue - the more that FMR is afforded zero priority, the more it doesn't matter who the FMR staff are, or how many of them there are.
~~~~ Just another victim of the ambient morality ~~~~

~~ Founder of the Caped Carousers quest cape clan ~~

!! Slava Ukraini - heroyam slava !!

11-Jul-2021 18:45:00

Rooh
Jan
fmod Member
2006

Rooh

Forum Moderator Posts: 40,589 Sapphire Posts by user Forum Profile RuneMetrics Profile
Hey Arch, there's now a brand new FMR thread , with an opening para that explains things a bit better and where Kari has said she'll be working her way through some of the more recent posts on the previous version.

Maybe not 100% the solution you were looking for, but progress nevertheless.

Edited to add... not directly connected but just FYI there's also a new FH thread.
Who's the cat that won't cop out when there's danger all about?

03-Aug-2021 17:41:53 - Last edited on 03-Aug-2021 17:58:56 by Rooh

Archaeox
Dec Member 2011

Archaeox

Posts: 53,399 Emerald Posts by user Forum Profile RuneMetrics Profile
Thanks Rooh.

I'm sure it's purely coincidental that that happened after I posted a pointed remark there today about the five month gap, along with a suggestion that someone at Jagex look at the suggestions in this thread...

We'll just have to see if the thread is maintained any better going forward, i.e. whether the systemic issues are being dealt with or not.
~~~~ Just another victim of the ambient morality ~~~~

~~ Founder of the Caped Carousers quest cape clan ~~

!! Slava Ukraini - heroyam slava !!

03-Aug-2021 19:56:57 - Last edited on 03-Aug-2021 19:57:44 by Archaeox

Mr Brushie

Mr Brushie

Posts: 1,161 Mithril Posts by user Forum Profile RuneMetrics Profile
Rooh said :
Hey Arch, there's now a brand new FMR thread , with an opening para that explains things a bit better and where Kari has said she'll be working her way through some of the more recent posts on the previous version.

Maybe not 100% the solution you were looking for, but progress nevertheless.

Edited to add... not directly connected but just FYI there's also a new FH thread.

Maybe I'm wrong here, but I take her post to mean that she's going to review only some of the reports from the "old" thread, meaning the rest of them just get...ignored and forgotten?

Meaning the issue remains in place.

This isn't really a solution, it's lipstick on pig. :@

04-Aug-2021 00:57:27

Corder
Oct Member 2017

Corder

Posts: 27,892 Sapphire Posts by user Forum Profile RuneMetrics Profile
If your concern isn't replied to, you're welcome to repost it :P Mod Kari said :
Tomorrow I'll take the time to reply to the most recent threads on the old Forum Moderation Review thread, but if you've got an outstanding concern that's not replied to and you feel still needs attention, please feel free to repost it here for re-consideration. Life is like a camera: Just focus on what's important, capture the good times, develop from the negatives, and if things don't work out, take another shot !

04-Aug-2021 01:15:44

Rooh
Jan
fmod Member
2006

Rooh

Forum Moderator Posts: 40,589 Sapphire Posts by user Forum Profile RuneMetrics Profile
Mr Brushie said :


Maybe I'm wrong here, but I take her post to mean that she's going to review only some of the reports from the "old" thread, meaning the rest of them just get...ignored and forgotten?


I know that Kari had already worked on some of the earlier posts and had them saved in a document.

Obviously we'll have to wait and see what happens... remember that quite a few of the issues posted on FMR will be quite old and perhaps not an issue any more... or have been resolved already.

This quote from the new FMR also points out that if you posted something on the old thread that didn't get sorted out, you can post it again on the new thread:

"Tomorrow I'll take the time to reply to the most recent threads on the old Forum Moderation Review thread, but if you've got an outstanding concern that's not replied to and you feel still needs attention, please feel free to repost it here for re-consideration ."
Who's the cat that won't cop out when there's danger all about?

04-Aug-2021 09:53:40 - Last edited on 04-Aug-2021 09:54:04 by Rooh

Mod Kari

Mod Kari

Jagex Moderator Forum Profile Posts by user
Put simply I typically invest anywhere between 15-30 minutes investigating each report, reading threads and liaising with the F-Mods to gain perspective and understanding. There's currently over 10 pages of outstanding concerns, with 10 posts per page. I make that roughly a full 5 day work week of solid forum work just to catch up, assuming I neglect every other duty I'm expected to perform as part of my job.

I simply can't justify that time spend right now, when we're focusing on our 20th anniversary, the Elder God Wars, mobile and Steam launches as well as many more things that are being done behind the scenes. I'd like to clarify that I would like to spend that time, but I'm in a position where I need to invest my availability carefully to try and have the biggest impact, and unfortunately that means this is the only solution that works, for the time being.

As has been said, I encourage anyone who feels they've been left out or ignored to re-raise their concerns in the new thread.
Community Manager


Needs more Ben & Jerrys

04-Aug-2021 12:11:27

Archaeox
Dec Member 2011

Archaeox

Posts: 53,399 Emerald Posts by user Forum Profile RuneMetrics Profile
Mod Kari said :
I simply can't justify that time spend right now, when we're focusing on our 20th anniversary, the Elder God Wars, mobile and Steam launches as well as many more things that are being done behind the scenes. I'd like to clarify that I would like to spend that time, but I'm in a position where I need to invest my availability carefully to try and have the biggest impact, and unfortunately that means this is the only solution that works, for the time being.

That simply proves the points made in this thread. "I don't have time" means that the system as it stands is unfit for purpose, specifically because:

- CM is understaffed (a systemic issue)
- there is ALWAYS something more important to CM than addressing player concerns in a timely manner (another systemic issue, which is why this should be part of Customer Support)

Have you even read the suggestions for alternatives made in this thread? (They are summarised on page 17, post 10).

These would take this chore off your plate entirely (to your benefit) and get players' concerns responded to (to their benefit).
~~~~ Just another victim of the ambient morality ~~~~

~~ Founder of the Caped Carousers quest cape clan ~~

!! Slava Ukraini - heroyam slava !!

04-Aug-2021 12:16:33 - Last edited on 04-Aug-2021 12:24:37 by Archaeox

Mod Kari

Mod Kari

Jagex Moderator Forum Profile Posts by user
Our CM team is small, but we can facilitate our communities. It's less about the people power and more a reflection of how the resources we used to pump into this space have been repurposed for other places such as Discord and Reddit.

I would argue the forum's purpose has changed, as it's no longer the only destination we direct players to for conversations.

We have an effective escalations process for priority concerns that goes on behind the scenes to ensure the forum remains safe and functional, it's only the surface level J-Mod moderation that's become less visible lately.

To speak to some of the solutions suggested here (and elsewhere), I have read many of them and many of them do have their merits. Unfortunately there are also reasons we can't shift responsibility to Player Support or implement a ticket system (to touch on one such suggestion).
Community Manager


Needs more Ben & Jerrys

04-Aug-2021 13:40:33

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