In early November 2019, the moderators had an opportunity to converse with the SGG Community staff and answer player-submitted questions.
This AMA focused on Community and Player Support.
The following were able to participate in the discussion (ordered by length in noted position):
- @Petri - SGG Community Manager
- @KiraSG - SGG Player Support/ Community
- @Rook - Moderator
- @zephyr1 - Moderator
- @littleKAF - Moderator
Note that this transcript has been edited for clarity and readability. Also, due to the length of the transcript, it has been divided up at logical points into separate posts in this thread.
What does the community staff do?
That’s a very good question.
Well you’re looking at it.
We do it all. From fielding and monitoring the Forum, collecting feedback from our Moderators, reading the player feedback, working with the game development, QA and marketing teams; and facilitating player feedback.
We also do social media engagement. We read every fan Facebook site, Russian fan sites, YouTube, forums, and Reddit, for example. We view YouTube and other sites where content creators exist.
Basically all sorts of player communications. All of it is done by our team. Including all of the content on social media.
And then we basically speak for the Community back to our team here.
Engagement with the players is our thing. Marketing tries to bring new players in and then we try to keep them informed.
All the in-game announcements are all done by us. Basically, any Small Giant interaction with players.
My understanding from past conversations is Kira is more hands on in support. I still see players contact her by name. That has sort of evolved as support is becoming a little more separate.
It’s a little bit separate when it comes to specific tasks, but we all work together as a team. The entire Community & Support team handles support tickets. It’s really important that we work closely with support. For example, if there is a big jump in ticket count there is probably an issue going on and it needs to be addressed on the forum.
That’s probably a good segue into how that balances out day to day. You just described like 25 different platforms where you get feedback from players and also where you have involvement with support (like when there is a bigger game issue such as a game outage). That seems like a lot, and there are two of you. So how does that balance out?
Well, we do share the tasks with the entire Community & Support team, it’s not just the two of us. We do most of the forum management and social media tasks but then there are other tasks that are shared.
So do you want to share what your day to day looks like?
That depends on the day. For example, if there is an issue in the game, it’s more firefighting.
Typical Day? In the morning, both Petri and I come in, I get coffee before I do anything. I then look at what’s been reported to us overnight through Support and open the forum to see if the moderators/players are reporting anything as well.
Is there a distinction between what the two of you do or do you both sort of do the same thing and it’s whoever gets to it first?
I’m more involved in planning and strategy, and higher level tasks with management. Like what we can do and what we can communicate.
What is your day like? As sometimes you’re on for a particular time then other days you’re on way past 5:00 PM.
It is like normal working hours usually, but sometimes we are flexible.
If there is a major issue or something in the game, we have to stay a bit later. I tend to be a workaholic.
We try to throw her out sometimes.
Is the person who is on call a member of the support staff?
Yes. And then someone from the development side is also on call.
You work with support, QA, game designers and development, and management. Are there other aspects of the Small Giant team that you work with or are these all the major places where you interact with other teams?
There is not a team that we don’t interact with.
We are still a pretty small company compared to other companies. We want to keep it kind of like small teams can do amazing things and that really helps with the needs of everybody in the company.
Marketing all the way to the server desk. I can’t think of one person that we haven’t interacted with at one point.