Interview with Marco Behrmann

[PINKY]

[wrap=right]https://www.planetcalypsoforum.com/gallery/files/1/mape_black.gif[/wrap] Entropia Universe:
Growing into its inhabitants' paradise?

Over recent months, MindArk, the creators of the Entropia Universe, have been rapidly increasing interaction with its player base. They have been asking what we want to see, have asked for our opinions on what they should do, and even invited us to ask what they are planning for our little slice of paradise….some of our suggestions have been rather quickly acted upon.

[wrap=left]https://www.planetcalypsoforum.com/gallery/files/5/8/marco_589914.jpg[/wrap]It all seemed to start back in August this year when Marco, fresh back for his July vacation, launched a thread inviting questions from Entropian citizens on this very forum. The thread, entitled Q&A (Aug 06), was such a massive change in direction for MA it made a front page news article by Skam. This was followed by:
. A further Q&A with answers coming out in October.
.Entropia going windowed at players’ request.
.A discussion about what we wanted to see from in-game auctions, only to see some of the ideas implemented in the next VU.
.Questions raised on the forum about the number of (L) items being introduced into the game, with the answers arriving promptly through the developer’s blog on the official MA site.
.Marco starting a thread asking our advice of Where to Advertise Entropia?
.MindArk saw we were not happy about the recent changes to the team loot distribution rules and have made a thread explaining why they changed them and promising to change them back!
.... and most recently, MindArk announced the introduction of a new community rep, Frank

I recently got the opportunity to ask Marco Behrmann, the Director of Community Relations of MindArk PE AB just what’s going on?

Pinky: So Marco, is this how MindArk will be operating in the future?

Marco: MindArk will continue to evolve and open up even more towards the community. In previous years we have had a fierce pace, and with limited resources, have managed to come to the point we are today, where Entropia is beginning to resemble what we envisioned it to be in its first phase. The turning point was when Project Entropia evolved into Entropia Universe. The various departments within MindArk have more resources today, and we are preparing to take the company and the virtual universe to the next level, we are about to begin the next chapter in the Entropia Saga.

Pinky: The community previously did not feel they had much input into the virtual universe, what made you change your communication strategy?

Marco: I have always thought, and still believe, that the community is a fundamental factor in Entropia’s success. The community is the virtual universe. The main enabler of this “new” communication is that I have received resources to do it and that MindArk has matured as a company meaning we have more specialized persons at various positions in the company, like Frank Campbell as a community rep, Carl Uggla as CMO and David Simmonds as Director of Business Development – all areas I previously handled by myself.

With this assistance, I have been able to formulate and begin implementing my plans to open up new forms of communication, inviting the community into various design plans and future developments, and to create opportunities to present questions to the MindArk staff. Many ideas still aren’t realized, but I will work to add those as well in the near and far future.

Pinky: This will obviously create a lot more work for you in your role, can we expect to see other MA employees from your department start to post on the forum?

Marco: Actually I have less work today compared to yesteryears. I now have a more specialized and focused work description, giving me the chance to work pro-actively and on a strategic level that was difficult before. With the recent addition of Frank as community representative it gives me even more options to meet today’s demands and those of the future. Frank will post on the boards, I gather a bit cautiously in the beginning, but more and more as time goes by. We also intend to beef up the communication using the Entropia web site, adding multiple language support, RSS-feeds and more interactivity in the “My Section.” The community section and the Portals will also be overhauled to allow more fluent action (the current solution for adding new Portal sites is plainly not working satisfactorily).

Pinky: Are you aware the community is very excited about how things are going at the moment - do you pass on the positive feedback from here on the forum to your colleagues?

Marco: Yes, that is part of my job. We have recurring weekly updates where everyone gets briefed on the current vibe of the community, based both on the various forums, emails, and also in-world (where I sneak around with my undercover avatar). But I pass along not only the positive but also the negative feedback as well as it is equally important. Entropia is a system that will never be finished and will always change – in a year it will not be the same as it is today. This kind of philosophy also means it will put strain on the community as people almost always strive for routine and predictability. Change does not cater those needs very well. One thing to remember is that MindArk doesn’t change things to deliberately annoy people. We make changes to meet demands for the future and balance things long term for the whole of the virtual universe. Despite a harsh environment from time to time we appreciate the feedback given, good or bad. That being said please don’t expect us to act on every opinion or suggestion, because that would be an impossible feat. I do think passion is a good thing though.

Pinky: Is it likely that we can expect further Q&A sessions on the forum?

Marco: Yes, several. I am in the process of setting one up now. It will come in December or January next year.

Pinky: A company asking its customers for advice, such as where to advertise, is a big step in community relations. What made you decide this was something that may benefit MindArk (and Entropia)?

Marco: It was easy. The community as a whole has much more experience, knowledge and time available than the whole of MindArk. Tapping into these resources is a win-win situation. The advice is now being compiled and we will be starting new campaigns soon.

Thank you Marco, on behalf of the community, a big thank you to every one at MA for listening to all us loyal citizens of Calypso. Just one last question...

Pinky: Are there any plans to bring in the "Pinkynator" Handgun with fluffy handle and pink ammo?

Marco?..... Marco.....?

 

[dub]

Well done, Pinky

Marco, be sure to underline "allow botter's back in = community very unhappy" on your whiteboard.

 

[Sirhc]

Nice job Pinky +rep

Its nice to see Marco thoughts on EU. I look forward to more insights in the future.

 

[Xantonia]

Nice Work Pinky - I especially liked the Pinkynator

 

[Ron Kovich]

Very nice job! +rep.

by the way, cant be a Pynkinator without a Kovich Mentor Edition

 

[PINKY]

Thanks guys - figured it couldnt hurt to ask for the Pinkynator seeing as I had his attention!


I was very impressed with what he said about all of us:

The community as a whole has much more experience, knowledge and time available than the whole of MindArk.

Thats one hell of a compliment to make. I hope you guys are all proud!

 

[toorged]

No comment to most of his answers....fluff!!

 

[Gabba]

Well done, Pinky

Marco, be sure to underline "allow botter's back in = community very unhappy" on your whiteboard.

+rep for putting a smile on my face .

Very nice Pinky

 

[Status]

I hope the voting terminals come back online someday

 

[Epictetus]

Very cool interview Pinky!

Grats on the job changes Marco.

 

[Bloodlustian]

All say hello to Frank

Hello Frank

 

[Kitten]

I especialy like how he mentioned that the comunity have in total more experiance and time.. 1000 cyber geek in total for sure have a lot of total skills and time? for sure some of the people on here have WAY to much time on they hands

^.^

* huggles all *

 

[fresco]

No comment to most of his answers....fluff!!

i agree!

The only Non-fluff answer on all questions would be:

.


.


.


.

Marco:
Fresco gets modfap immedeatterly!

Marco:
Fresco gets modfap immedeatterly!

Marco:
Fresco gets modfap immedeatterly!

Marco:
Fresco gets modfap immedeatterly!

 

[JohnCapital]

No comment to most of his answers....fluff!!

This interview was about how the company is listening more to the customers. What were you expecting, statistics?

 

[Pe-nerd]

Nice job pinky,

I am known as a EU criticaster atleast i hope so so there comes my cynical point of view again.


I liked to see Marco back on the forum seeing his last post on developers blog "The so called humor in the Community" post i think it costed him a lot a effort seeing his mood shown towards posters on this forum. But nice to see that he is back, he had more time he said in this interview but why he didn't was here? That shall be another MA mystery i guess.

Marco or the company he works for was trying to show us that they are trying to improve the communication towards the players. That can be only considered a good thing! Even i can't turn that into a bad thing at this moment .

As Marco mentioned in this interview that passion is a good thing, i can state that i am on of the players who is passionate about the game and hate to see the state this game is in now. It was a far better game some months ago and i still don't understand the direction they are taking at this moment.
It is to late to turn back the clock on the changes they made but they could amaze me by doing the things we as customers are asking for a long time allready.

FIX THE BUGS BEFORE IMPLEMENTING ANOTHER VU

The respect lost by last VU's is allready enormous. I don't think it is wise that MA would continue on the path they have taken for a long time allready. The game and the community are in need of upgrades in gameplay what makes this virtua reality more to enjoy instead of the last downgrades in Lag Gameplay loots and the devaluation of their items by the amp tweak.
The lack of respect towards the players is there and i do think it wasnt the intention of MA to do so but the result is the same.

If MA want me and others to stop making these critical posts they just need to amaze us and bring this game back to the players and off the drawing board. I am not a beta tester!!


this customer is waiting marco, Beowulf

 

[Agnus_Dei]

Oh, nice...

MindArk announced the introduction
MindArk will continue
we are preparing to
we are about to begin
I have always thought
and still believe
Many ideas still aren’t realized
but I will
giving me the chance to
We also intend to
We make changes
It will come

Perfect PR.

The community as a whole has much more experience, knowledge and time available than the whole of MindArk.

Yup. Of course. If at least we would get the "Pinkynator"...


Ag.

 

[AlphaGeek]

^ What PE-Nerd said. Like him, I do not understand the direction MA is taking this game.

Hopefully, that direction will be an embellishment on the interactive story MA created, complete with robot wars, spachips that fly and have working weaponry, the ability to take the fight to Akbar-Cimi, and more.

I'd much rather have that than this thing becoming a unholy conglomeration of whatever seemingly random features they could sell duct tape on to the existing structure.

Looking forward with high hopes but low expectations,

AG

 

[OgiMini]

Entropia is a product of a monoproduct company.

For several years the comunications wasnt a big feature, and this product has (atm) the whole market ( no competition), more than rumors, a new competitor is already in latest phases to come public, so it only natural that a new approuch must imediatly take effect from MA.

Overall i agree taht finaly MA goes to the right path.

 

[GBE]

It was great that you asked about the good things that MA has done but what about all the changes that they make with no input from the community (oil loot, amp nerfing, horrid team changes) etc. I think those questions should also be directly addressed as are the look at all the good we have done quotes. They are willing to take credit for the good but dance around the bad without giving real answers.

 

[DRDoom]

Marco has a 2nd ava???

Could get locked out for that ....

 

[Ciac]

Thanks for the interview Pinky. Good read for a newbie

Oh.. and "Hello Frank!"

Cx

 

[Agnus_Dei]

...Overall i agree that finaly MA goes to the right path.

I think Jan & Co. are not silly (aside from some reaction on terra nova-thing). They either have to start more satisfying their customers - or start squeezing them to raise MA's financial numbers to prepare to sell EU and become rich pensioneers.

Ag.

 

[Kaiser]

I hate to be the naysayer here, but in terms of format and interview technique thumbs up Pinky.

In terms of realism of players feeling and general community feeling I think it is wildly wrong. I would not call what the community is in general "excited". imho and what I have experienced in game the proper term would be "angry or disappointed" in a fair share of cases. I also feel that the congratulations on improved communication is indeed unwarranted. Personally myself and a lot of acquaintances feel we are being fed more fluff information and propaganda and seeing it called communication. I have seen MA ask us what we wanted but once again, only imho, and those of my friends, we have seen none of it implemented with the exception windowed mode. In fact we have seen things we expressly asked NOT to be implemented come to being.

The community vehemently expressed their opinion about amps and we received no response and it was implemented, a large portion of the community vehemently expressed their disapproval of 100% item loots in a number of threads on this forum in polls and replies and it happened anyway.

I give MA full credit for the new interface. Overall it is a good change but I do think it needs some major fine tuning. I do realize this is normal for such a major change.

You stated in your interview that MA has "promised" to change the team system back. I have seen no such promise. All I saw was them asking us for suggestions on how to make it better and to my knowledge MA has published no official response. If they have then I stand corrected and apologize.

Don't get me wrong, I love EU. If I did not I would not be here trying to give constructive input. I also would not be depositing. I fully realize the mammoth scope of this project and that it is going to have some flaws. I think it is important to say though that the questions seemed more of a way to throw some meagerly deserved praise to MA. I did not see ONE thing in that interview that addressed any of the obvious and again imho rampant dissatisfaction that exists and is very obvious.

Please do not think this is meant to be disparaging or negative towards you. You did a great job. It just seems that everyone who speaks to Marco is afraid to talk about anything that might anger him. Personally I would like to see more courage in the interviews with questions that resemble the following in terms of sentiment, honesty, and community representation:

"Marco, a fair number of community members are displeased with MA's performance and feel they have been abandoned or not heard. Is MA aware of this and do you have any plans whatsoever to put players minds at ease?"

"Marco, a fair number of players feel they get unsatisfactory responses from support and find that support often contradicts themselves. Has MA considered a system for users to rate their satisfaction with the support they received and a way to hold support responsible for customer satisfaction?"

"Marco, there is a relatively significant group of players who feel they are customers and not just players or community members and feel that MA should be held fiscally responsible for monetary losses that are caused by system malfunctions. Support continuously refuses to reimburse for losses that are obviously caused by system malfunctions. Are there any plans to change this?"

I don't know if these are good questions or not. I am not a journalist nor do I consider myself extremely well spoken. I do consider these questions realistic, to the point, and representative of the users who feel they are constantly left out in the cold because all they see are questions like the following:
(The following are somewhat exaggerated fictitious examples only and not real quotes)

"Marco, good job, how is MA going to do an even better job?"

or

"Marco, everyone thinks MA is doing a great job what great new feature is coming next?" (Ignorant of all the previously implemented features that do not work properly or have been left undeveloped and the players who are unsatisfied).

Personally I would like some answers to some hard hitting, butt burning questions, that aren't fluffy and wrapped in a nice bow. This does not mean disrespectful, or bashing ,this just means unbiased and more accurately representative of a balanced portion of the community and not necessarily just the views of the interviewer, or just the happy people.

Imho a big portion of journalistic integrity is trying to ask things and obtain facts that are representative of a diverse slice of the public rather than things that are easy to ask or safe to ask. Mike Wallace made a career of asking hard hitting questions that in a lot of cases may very well have endangered his life. I just feel that to some degree this forum censors people who post things that may mar to MAs image to some degree. I do not condone bashing but I do think that it is time that we are able to express our concerns in a clear honest way to MA without fear of censorship or banning. I also do not think it is unreasonable to expect clear concise answers to the hard hitting questions either. Obviously there is proprietary information that they can not and will not divulge and I would never expect them to. But come on, I think at times the answers and the fluff they are wrapped in does get a bit ridiculous.

Just some thoughts. I am sure I will get flamed badly for this so be my guest.


Last thing I would like to say is:

+rep to Pinky I really do think you did an excellent job. I certainly could not have produced such a well written article.

 

[PINKY]

I hate to be the naysayer here, but in terms of format and interview technique thumbs up Pinky.

"Marco, a fair number of community members are displeased with MA's performance and feel they have been abandoned or not heard. Is Ma aware of this and do you have any plans whatsoever to put players minds at ease?"

"Marco, a fair number of players feel they get unsatisfactory responses from support and find that support often contradicts themselves. Has MA considered a system for users to rate their satisfaction with the support they received and a way to hold support responsible for customer satisfaction?"

"Marco, there is a relatively significant group of players who feel they are customer's and not just players or community members and feel that MA should be held fiscally responsible for monetary losses that are caused by system malfunctions. Support continuously refuses to reimburse for losses that are obviously caused by system malfunctions. Are there any plans to change this?"

I certainly hope you dont get flamed, as yours was an intelligent well written responce. I totally disagree with it, but it certainly wasnt a rant

Regarding the promise to put the loot rules back, just click on the link in the article. it takes you straight to Marcos post saying it will happen next VU (due any day now)...

Obviously, I try to stay objective when writing these articles, trying not to show any bias... however, I genuinly believe there is currently an air of excitement in the comunity due to the increased level of communication from MA - one only has to look at the Bertha Bot thread announcing Franks arrival and all the "this is great news" posts to see it.

I appreciate my questions may come over as all "fluff" and "praise" for MA, but the article is specifically about the improved communication from MA, not about the 1001 niggles everyone has, ultimatly an article like that would never be published on the front page as it would be seen as "having a go at MA".
I personally think MA deserve a pat on the back for the increased level of comunication - its that comunication that will help resolve the 1001 niggles everyone has. Marco stated another round of QA is coming up, why dont you post your questions to him then - it is an oppertunity you would never have had if the levels of communication had not increased, which is kind of the point I am trying to make...

 

[Doer]

Great job Pinky and Kaiser. I think you both did well with your respective approaches. I do wish the PR wasn't spread so thick in the responses, but on the other hand i prefer something to nothing. However, i nominate Kaiser to conduct the next interview for a change of pace.

 

[GBE]

Very well stated Kaiser couldnt have said it better myself

+ rep

 

[extoo]

I appreciate my questions may come over as all "fluff" and "praise" for MA, but the article is specifically about the improved communication from MA...

ROFL

Call me cynical, but maybe the heading of the news piece should just be "Marco finds another way to practice his unique brand of PR on the forums... and while there promises everything and gives nothing (as usual)"

The only reason Marco (and now Frank) exist is to put spin on whataever Mindark say and do. End of story.

 

[Kaiser]

I certainly hope you dont get flamed, as yours was an intelligent well written responce. I totally disagree with it, but it certainly wasnt a rant

Regarding the promise to put the loot rules back, just click on the link in the article. it takes you straight to Marcos post saying it will happen next VU (due any day now)...

Obviously, I try to stay objective when writing these articles, trying not to show any bias... however, I genuinly believe there is currently an air of excitement in the comunity due to the increased level of communication from MA - one only has to look at the Bertha Bot thread announcing Franks arrival and all the "this is great news" posts to see it.

I appreciate my questions may come over as all "fluff" and "praise" for MA, but the article is specifically about the improved communication from MA, not about the 1001 niggles everyone has, ultimatly an article like that would never be published on the front page as it would be seen as "having a go at MA".
I personally think MA deserve a pat on the back for the increased level of comunication - its that comunication that will help resolve the 1001 niggles everyone has. Marco stated another round of QA is coming up, why dont you post your questions to him then - it is an oppertunity you would never have had if the levels of communication had not increased, which is kind of the point I am trying to make...

My apologies, I was probably a bit unclear. I did not mean your questions were unclear or fluff what my point was, was that MA's responses still tend to include nothing but fluff. I did indeed find the post about the loot rules but the problem is it is not changin it back. It is just adding dmg determines. The major problem imo is the fact that even split is gone. So same weapon same armor hunts are now very cumbersome.

I can see where the idea that "having a go at MA" could be the appearance but to be honest both imo and the opinion of the many + reps I have received, we need to have a respectful well thought out "go at MA" sugar coating things and making it seem like people are happy when there is a significant number of people who are not is not good for anyone, you, me or MA.

Honestly I think it is about time we had some very forthright questions answered.

Once again I think you did a great job and do not regard your questions as fluff. I want to make it boldly clear I think it is MA who is purveying the fluff and trying to call it communication. I would like topoint out again where was the communication on the loot change? I remember many posts from people thinking there was a serious buig because people did not understand that the loot had changed because MA did NOT bother to tell anyone. I really don't see how that is communication.

Anyway, I do not want to thread hijack.

Once again Pinky keep up the good work and keep the questions coming. maybe you could grill Marco a bit for us next time. Honestly, judging by the private responses I have had to my post my feelings represent more people than even I thought.

 

[Etopia]

I Am not sure to understand all , but we are saying "great job , you comunicate a lot now" , to someone that havent make any informative post for 1 month (and havent be here 10 day in row) beside when he come write PR about article or news paper that speak about PE , that they can not write on their messy site , because no one would read it...

I dont whant , and , i dont think other player whant , a pointing communication.We whant plain comunication , someone ready to speak all days of the week when its needed , and not , someone that put is noze sometime on forum only to archive som PR point.
Most of your exemple "auction , AMP ...." discution , was not a real question to player to know what they think , but more a way to make us accept a future big change (like auction fee) and so , not having a big hurt when the change come , and so, player dont quit.
It was not real question , it was good PR as usual.

Most of reply was only promiss for the future... i read the same since 3 year...
New peeps have been hire , but where is community rep ?
Have you hear MA about bot user ?
Have you hear MA about bug 101 ?
Have you hear MA about bugged BP ?

 

[JackFree]

I think you did a nice job with your interview Pinky.

I also think that you could have asked some tougher questions. While it is nice that you feel there is... "currently an air of excitement in the comunity due to the increased level of communication from MA" ...I think excitement is a bit exaggerated.

I have complained often about the lack of communication from MA, especially when there are real issues to be adressed. Have things improved over the last year? Yes, definately. Are we excited?, not really. At least I am not.

I would like MA, wether in the form of Marco, Frank, or anyone else, to talk to the community when there are real issues. When the community is up in arms over an issue, and there have been a few, is the perfect time to hear from MA. While MA cannot always give us the exact answers we are looking for, or make everyone happy, at least there would be no cause to complain about the lack of communication. When something breaks, just saying "we know its broken and are looking at and trying to fix the problem" would stop any community meltdown before it happens.

We should also remember to give credit when and where it is due! The last VU was the best one since I started over a year ago. Am I excited about the development and future of EU?, YES!

I have witnessed the evolution of EU over the last year, with its ups and downs, and I look forward to more. Preferrably more ups than downs.

I personally think MA deserve a pat on the back for the increased level of comunication - its that comunication that will help resolve the 1001 niggles everyone has. Marco stated another round of QA is coming up, why dont you post your questions to him then - it is an oppertunity you would never have had if the levels of communication had not increased, which is kind of the point I am trying to make...

Yes, a pat on the back is in order, I look forward to more improvements in communication. The Q&A thread was a good start, and very well recieved by the community, I look forward to seeing more of those.

Pinky, keep up the good work!

Cheers