Player: Engage is the ultimate podcast for games industry professionals that have a passion for player experience, support, engagement, and safety. Each episode features in-depth interviews with leading minds in the industry. We dive into their biggest challenges, favorite strategies, technology, trends, and best practices for creating unforgettable player experiences and thriving communities. Whether you're a support team leader, community manager, trust & safety professional, or a game developer, "Player: Engage" is the must-listen podcast that will take your games to the next level. Tune in now and get ready to engage your players like never before! Brought to you by Helpshift and Keywords Studios.
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Flow, Feedback, and Fun: The Pillars of Great Level Design with Jack Burrows
Season 3 · Episode 61
Tuesday, September 3, 2024 • Duration 47:57
Episode Description: In this episode, we sit down with Jack Burrows, a talented level designer at NetEase Games, who has worked on some of the most iconic titles in the gaming industry, including Call of Duty and Marvel Rivals. Jack shares his journey from a QA Specialist to a lead level designer, offering insights into the complexities of creating immersive game environments. He also discusses the importance of feedback in the creative process and how he navigates the challenges of designing for a diverse range of characters in Marvel Rivals.
Key Takeaways:
The Journey from QA to Level Designer: Jack discusses his early career challenges and how his determination and passion for game design led him from QA roles to becoming a level designer at Treyarch and eventually at NetEase Games.
Flow and Immersion in Level Design: The importance of creating levels that maintain a seamless flow, keeping players fully immersed in the game. Jack explains the process of planning and playtesting to ensure that each element contributes to the overall gameplay experience.
Designing for Diverse Characters: Jack shares the unique challenges of designing levels for Marvel Rivals, where he must accommodate a wide range of characters with different movement abilities, ensuring that each level offers something engaging for all players.
The Role of Feedback in Game Development: The significance of constructive criticism in the creative process. Jack emphasizes the need for open and honest feedback to foster growth and improvement in game design.
Advice for Aspiring Game Designers: Jack offers practical advice for those looking to break into the gaming industry, highlighting the importance of persistence, networking, and continuously honing one’s craft.
CityVerse Tycoon: How Tomer Pascal is Bringing Real-World Assets into the Gaming World
Season 3 · Episode 60
Tuesday, August 27, 2024 • Duration 45:04
Greg chats with Tomer Pascal, the co-founder and CEO of Own Play, about their innovative project, CityVerse Tycoon. This episode dives into the integration of Web3 technology in gaming, the challenges of using blockchain and NFTs, and how CityVerse Tycoon offers a seamless gaming experience for both Web3 enthusiasts and casual players alike. Tomer also shares insights into the use of Progressive Web Apps (PWA), real-world assets in gaming, and the importance of community engagement in game development.
Listen Here: Exploring Web3 Gaming with Tomer Pascal
Timestamps & Key Takeaways:
03:18.22 - 05:27.34: Simplifying Web3 for Players Tomer discusses how CityVerse Tycoon integrates blockchain and NFTs seamlessly into the gameplay, making it accessible even for players unfamiliar with Web3 technology.
08:34.56 - 10:15.29: The Power of Progressive Web Apps (PWA)A deep dive into why the team chose a PWA over a traditional mobile app, focusing on accessibility and avoiding app store limitations.
12:41.68 - 14:09.52: Real-World Assets in CityVerse Tycoon Tomer explains how players can buy, trade, and improve real-world assets like buildings in Manhattan, adding a financial strategy element to the game.
16:30.44 - 18:07.91: Community Engagement and Feedback Tomer highlights the importance of engaging with the player community through platforms like Discord and the role of player feedback in shaping the game’s development.
21:22.31 - 22:58.44: Balancing Web2 and Web3 Challenges A discussion on the complexities of integrating Web2 and Web3 elements, and the challenges of running two startups simultaneously.
From Neopets to Now: Catherine Litvaitis on Community Management
Season 3 · Episode 59
Tuesday, August 20, 2024 • Duration 48:43
Greg sits down with Catherine Litvaitis, a seasoned community manager with experience at Mouldbreaker Interactive, Armor Games Studios, and Paradox Interactive. Catherine shares her journey from being a player on Neopets to managing communities for various gaming companies. She delves into the importance of community guidelines, the role of a community manager, and best practices for building and nurturing gaming communities.
Listen Here: Community Management and Guidelines with Catherine Litvaitis
Timestamps & Key Takeaways:
01:49.48 - 02:33.94: The Role of a Community Manager Catherine explains the role of a community manager as a liaison between players and developers, emphasizing the importance of translating feedback and fostering player engagement.
04:01.80 - 05:18.35: Neopets Influence Catherine discusses how her experience with Neopets shaped her interest in community management and her understanding of player-driven content and engagement.
11:05.35 - 12:37.01: Building a Community from Scratch Catherine shares strategies for starting a community from scratch, including understanding your audience and creating spaces for creativity and engagement.
24:52.62 - 26:21.20: Tools for Community Management Catherine talks about the tools she uses for community management, including Slack, Discord, ClickUp, and Notion, and how they help streamline communication and task management.
Key Concepts:
The Role of a Community Manager: Community managers serve as the bridge between players and developers, translating feedback into actionable insights and ensuring that player voices are heard.
Influence of Early Online Communities: Early experiences on platforms like Neopets and Club Penguin can inspire and shape one's career in community management by highlighting the importance of player-driven content and engagement.
Starting a Community: Understanding your audience, creating spaces for fan art and discussions, and engaging with players are crucial steps in building a successful community from scratch.
Transforming Player Support: A Deep Dive with Dang and Conor
Season 3 · Episode 58
Tuesday, August 13, 2024 • Duration 48:08
Episode Description: In this episode of Player: Engage, Greg chats with Dang-Stefan La Hong from Playa Games and Conor McGinley from Bytro. They dive into the transformation of customer support in the gaming industry, exploring the shift from external to in-app support systems, the integration of community platforms like Discord, and the balance between automation and human interaction. Learn how these leaders are enhancing player experiences and managing the challenges of implementing new technologies.
Timestamps & Key Takeaways:
02:46.01 - 03:48.53: Transition to In-App Support Dang and Conor discuss the motivations behind transitioning support systems from external methods like email to integrated in-app solutions, emphasizing the benefits for efficiency and player satisfaction.
07:35.62 - 08:53.39: Player Reactions to New Support Systems Dang shares insights on player reactions to the new support system, noting the mix of appreciation and initial overwhelm with automated responses.
09:52.28 - 10:58.61: Integrating Discord for Community Interaction Conor explains how integrating Discord has helped manage community support by enabling players to interact and assist each other through dedicated channels.
12:22.85 - 13:33.84: Managing Team Expectations and Automation Fears Both guests discuss the importance of managing their teams' concerns about automation and ensuring that human oversight remains a crucial part of customer support.
Key Concepts:
Transition to In-App Support: Moving support systems in-app improves consistency, provides better context for issues, and enhances the player experience by allowing them to stay within the game environment.
Player Reactions: Players' reactions to new support systems can be mixed. While automation can streamline processes, some players may prefer traditional methods and need time to adjust.
Community Interaction: Utilizing platforms like Discord can help manage lower-level support queries through community interaction, allowing support agents to focus on more complex issues.
Innovative Gaming with Mike O'Connor: Building a Social Sandbox with AI and Web3
Season 3 · Episode 57
Tuesday, August 6, 2024 • Duration 49:03
Description: In this exciting episode of the Player: Engage, Greg is joined by Mike O'Connor, CEO of Mr. Kite and the visionary behind Today The Game. Mike shares his insights on integrating AI and Web3 technologies to create an innovative social sandbox game. With a rich background in filmmaking and game development, Mike offers a unique perspective on the future of immersive gaming experiences.
Key Topics Discussed:
Introduction to Mike O'Connor and Mr. Kite (00:00 - 01:14): Greg introduces Mike O'Connor and discusses his background in filmmaking and game development. Overview of Today The Game and its unique approach to blending AI and Web3 technologies.
Integrating AI for Dynamic NPCs (01:14 - 01:37): Mike explains how AI is used to create dynamic, interactive NPCs that build genuine relationships with players. The importance of creating immersive and engaging character interactions.
The Power of Storytelling in Gaming (06:46 - 07:34): Discussion on the significance of storytelling in Today The Game. How Mike’s filmmaking background enhances the game's narrative experience.
Leveraging Web3 for Player Empowerment (21:21 - 22:46): Mike talks about the integration of Web3 technology to provide true ownership of in-game assets. The benefits of a player-driven economy and fostering a sense of community.
Simplifying Onboarding and Player Experience (34:58 - 36:50): Addressing the challenges of onboarding players in Web3 games. Today The Game’s approach to making the onboarding process seamless and enjoyable.
Future Innovations and Democratization of Game Development (40:46 - 42:55): How AI and generative technologies are democratizing game development. Enabling smaller studios to compete with industry giants and innovate creatively.
Mike’s Journey and Career Insights (26:58 - 29:13): Mike shares his journey from a producer at Nintendo and Sega to becoming the CEO of Mr. Kite.The importance of collaboration and having good processes in place in game development.
Beyond the Code of Conduct: Trust and Privacy in Gaming
Season 3 · Episode 56
Tuesday, July 30, 2024 • Duration 01:07:47
Episode Description:
In this episode of Player: Engage, Greg hosts a panel with three distinguished guests from GDC's Community Clubhouse: Mike Pappas, CEO of Modulate; Kieran Donovan, CEO of KID; and Tess Lynch, a privacy and IP attorney at Premac Rogers. They discuss the delicate balance of trust and safety in gaming, addressing technical solutions, legal challenges, and best practices for creating safer gaming environments while respecting player privacy.
Timestamps & Key Takeaways:
06:08.65 - 07:50.70: Key Takeaways from Community Clubhouse at GDC: Kieran, Mike, and Tess share their reflections on the event, discussing player happiness, the importance of communication, and the need for more in-depth implementation discussions.
11:40.02 - 14:07.47: Balancing Player Safety and Privacy: Mike uses an analogy to explain the compromise between privacy and safety, stressing the need for clear communication of expectations to players.
20:04.53 - 22:59.70: Technology Solutions for Trust and Safety: Mike explains Modulate's ToxMod and its privacy-preserving approach to voice moderation, emphasizing the importance of proactive moderation.
30:32.37 - 32:28.44: Challenges and Strategies for Indie Developers: Tess advises indie developers to start by understanding their exposure points and implementing appropriate privacy and safety measures based on their game's features and target audience.
Key Concepts:
Player Happiness Index: Kieran discusses the concept of a player happiness index, which focuses on understanding where players are happiest and aligning safety and empowerment with player engagement.
Communication and Expectations: Mike highlights the importance of platforms clearly communicating their expectations and rules to players to prevent misunderstandings about acceptable behavior.
Privacy and Safety Balance: The panelists discuss the need to find a balance between player safety and privacy, using analogies to illustrate how minimal data collection can still ensure a safe environment without being overly intrusive.
Strategies for Safer Gaming Environments with Sharon Fisher
Season 3 · Episode 55
Tuesday, July 23, 2024 • Duration 42:56
Episode Description: In this episode of Player: Engage, Greg interviews Sharon Fisher, the Head of Trust and Safety at Keywords Studios. Sharon shares her extensive experience in building and managing trust and safety teams, the challenges of moderating online communities, and the role of technology and AI in preventing harmful behavior. The conversation also covers strategies for creating safer gaming environments and the importance of well-being for trust and safety moderators.
Timestamps & Key Takeaways:
02:12.22 - 04:11.27: Moderation and PreventionSharon discusses the importance of preventive moderation and the tools needed to support moderators in identifying and addressing real-time threats.
07:02.04 - 09:54.65: Collaboration and Community SafetyEmphasizes the need for developers to collaborate with community teams early in the game development process to anticipate and mitigate potential risks. Highlights the importance of preventive measures to create a safer gaming environment from the start.
11:33.78 - 14:37.91: AI and Human Interaction in Trust and SafetySharon talks about the integration of AI in trust and safety, stressing the necessity of human oversight to ensure accuracy and context in moderation. Discusses the challenges of training AI models and the importance of balancing AI and human intervention.
18:37.93 - 20:33.75: Incentivizing Positive EngagementSharon proposes focusing on rewarding positive behaviors in communities rather than just punishing negative actions. Suggests creating systems that encourage constructive interactions and reduce the appeal of trolling.
Key Concepts:
Preventive Moderation:Sharon emphasizes the importance of having preventive measures in place to quickly identify and address harmful behavior in real-time. This involves using advanced tools and technologies to support moderators in their roles.
Collaboration Between Developers and Community Teams:Highlighting the necessity for developers to work closely with community teams from the early stages of game development. This collaboration helps in identifying potential risks and implementing safety features proactively.
Startup Savvy: Dan Fox on Cybersecurity, AI, and Customer Magic
Season 3 · Episode 54
Tuesday, July 16, 2024 • Duration 53:43
Episode Description: In this episode of Player: Engage, Greg talks with Dan Fox, a seasoned expert in cybersecurity and the leader of the cybersecurity team at ScalePad. Dan shares his career journey, insights into building successful startups, and the importance of staying curious and adaptable in the ever-evolving tech industry. They discuss the role of AI in cybersecurity, the importance of customer experience, and practical advice for aspiring entrepreneurs.
Listen Here: Dan Fox - ScalePad
Timestamps & Key Takeaways:
00:01.25 - 01:25.08: Greg introduces Dan Fox, highlighting his impressive background in cybersecurity and his role in various successful companies, including Smarsh, Securecast, Carbonite, and Webroot.
09:15.91 - 09:45.14: Startup Challenges and Strategies - Dan shares his experiences in startup environments, discussing the importance of wearing multiple hats, staying adaptable, and learning from both successes and failures.
25:26.28 - 25:58.21: Delivering Value to Customers - Emphasizes the importance of listening to customers, solving their problems effectively, and being an advisory partner rather than just a salesperson.
30:48.71 - 31:37.05: Staying Curious and Lifelong Learning - Dan highlights the significance of continuous learning and curiosity, sharing examples of how he expanded his knowledge through formal courses and self-education.
38:02.03 - 39:37.54: Leveraging AI in Cybersecurity - Discusses the integration of AI in cybersecurity for automating tasks, improving threat detection, and enhancing customer support processes.
Key Concepts:
Startup Environment: Dan emphasizes adaptability and versatility in startups, highlighting the need to wear multiple hats and learn from both successes and failures.
Customer Experience: Dan underscores the importance of understanding and solving customer problems effectively. He believes in being an advisory partner to build strong, lasting relationships and trust.
Navigating the New Era of Online Gaming Communities with James Gallagher
Season 3 · Episode 53
Tuesday, July 9, 2024 • Duration 53:14
Episode Description: In this episode of Player: Engage, Greg interviews James Gallagher, the Head of Community Management at Keywords Studios. James shares his journey through various roles in the gaming industry, the evolution of community management, and strategies for building and maintaining strong player communities. They discuss the importance of community managers, the distinction between audiences and communities, and the role of different social media platforms in community building.
Listen Here: James Gallagher - Keywords Studios
Timestamps & Key Takeaways:
00:01.42 - 01:34.09: Introduction and Career Journey James introduces himself and his extensive background in community management, including roles at Techland, eBay, Rockstar, and Sony.
02:25.18 - 04:31.60: Evolution of Community Management James discusses the shift from early community management on forums to the rise of social media platforms like Facebook and Discord, and the importance of adapting to new tools and trends.
11:20.93 - 13:33.59: Building and Engaging Communities Insights into the differences between building audiences on social media and fostering interactive communities on platforms like Discord and Reddit.
19:09.26 - 21:45.49: Strategic Community Building Strategies for indie game developers to start building their communities, focusing on underserved niches and engaging players from the development phase.
38:40.44 - 41:02.42: Managing a Global Team James talks about managing a team of over 100 community managers across 31 countries, emphasizing the importance of structure, internal community, and promoting from within.
Key Concepts:
Evolution of Community Management: Transition from traditional forums to modern social media platforms and the need to adapt to new trends.
Audience vs. Community: The distinction between building audiences and fostering interactive, engaging communities.
The Art of Indie Game Development with Patrick Jesseman
Season 3 · Episode 52
Tuesday, July 2, 2024 • Duration 53:00
Description: In this episode, Greg Posner chats with Patrick Jesseman, founder of Alkemi Labz. They discuss the intricacies of indie game development, the importance of a small, dedicated team, and the innovative techniques used to create high-quality games. Patrick shares his journey from film to game development and highlights the tools and strategies that make Alkemi Labz' projects stand out.
Main Topics and Timestamps:
01:00: Transition from film to game development
02:30: Innovative techniques in indie game development
11:00: Importance of a small, agile team
20:00: The impact of new tools and technologies
30:00: Overcoming industry challenges
Key Topics:
Efficient Use of Small Teams: Leveraging a small, focused team for maximum impact Balancing roles and responsibilities among team members
Utilizing Advanced Tools: Implementing tools like Unreal Engine, Nanite, and Lumen Benefits of using high-quality assets and AI-driven tools
Story-Driven Game Development: Combining cinematic storytelling with interactive gameplay Creating immersive narratives and engaging player experiences
Overcoming Industry Challenges: Navigating the complexities of indie game production Strategies for maintaining creativity and innovation under constraints
Community and Collaboration: Building a supportive indie game development community Collaborating with other developers and tech innovators
Guest Bio: Patrick Jesseman is the founder of Alkemi Labz, a cutting-edge indie game studio known for its innovative use of technology and cinematic storytelling. With a background in film and extensive experience in game development, Patrick brings a unique perspective to the industry.
Community Guidelines: Customized community guidelines are essential for each game and company, focusing on inclusivity and protection against scams and harmful behavior.
Tools for Effective Management: Utilizing tools like Slack, Discord, ClickUp, and Notion can help community managers streamline their tasks, communicate effectively, and maintain organized documentation.
Automation vs. Human Touch: Balancing automation with human oversight is crucial. Automation can handle repetitive tasks, but human agents are necessary for complex and nuanced issues.
Managing Change: Implementing new systems requires clear communication and expectation management to address fears and ensure smooth transitions for both teams and players.
Upcoming Play Test and Community Engagement (37:29 - 40:08): Information about the upcoming closed play test for Today The Game. How to get involved and provide feedback.
Call to Action: Don’t miss out on this insightful conversation! Listen to the full episode to learn more about the future of gaming with AI and Web3, and how Today The Game is setting new standards in the industry.
Proactive Moderation: Mike explains how proactive moderation tools like ToxMod help identify and address harmful behavior in real-time, reducing the burden on players to report issues.
Advice for Indie Developers: Tess and Mike emphasize the importance of hiring experts, collaborating with trust and safety professionals, and leveraging existing resources and tools to build a safe and compliant game environment.
Balancing AI and Human Oversight:The integration of AI in trust and safety is crucial, but it must be balanced with human oversight. Sharon discusses the challenges in training AI models and the importance of human moderators to ensure accurate and contextually appropriate decisions.
Incentivizing Positive Behavior:Instead of focusing solely on punitive measures, Sharon advocates for systems that reward positive community engagement. This approach can help in shaping a healthier community culture and reducing the impact of negative behavior.
Moderator Well-being:The well-being of trust and safety moderators is essential. Sharon shares how Keywords Studios has implemented programs to support the mental and emotional health of their moderators, leading to improved retention and overall job satisfaction.
Brand Protection and Community Safety:Sharon discusses how proactive trust and safety measures can protect a brand’s reputation and create a safer environment for all players. She emphasizes that companies should invest in these measures not only for legal and ethical reasons but also for long-term community and business benefits.
Continuous Learning: Staying curious and committed to lifelong learning is crucial. Dan shares his journey of continuous education, using formal courses and online resources to stay ahead in the tech industry.
AI Integration: The integration of AI in cybersecurity is transforming the industry. Dan explains how AI automates tasks, enhances threat detection, and improves customer support processes, leading to greater efficiency and accuracy.
Career Evolution: Dan’s career demonstrates the importance of being open to new opportunities and adapting to different roles. His journey from customer support to founding successful startups and leading cybersecurity teams showcases the diverse paths to success in tech.
Community Building Strategies: Practical advice for indie developers on identifying and engaging niche audiences.
Managing Global Teams: Effective management of a large, geographically diverse team and the importance of internal community building.
Adaptability and Curiosity: The importance of staying curious and adaptable in the ever-evolving field of community management.
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