I recently got into a very strange conversation with a Microsoft Support Service drone via a method of communication I would not have expected: Twitter. It went like this:

benbateman: Not sure I like the new xbox.com but @pheonix_b says that I’m being picky. I like web design and I like minimalist looks… I’m being picky (Tweet)

GAllmond: @benbateman It’s a vast improvement over the old xbox.com. And considerably more minimalistic than the old one too. STOP BEING PICKY. (Tweet)

GAllmond: Looks like they’ve updated xbox.com too look like the impending dash update (good). Shame the actual dash update itself is shit (bad). (Tweet)

XboxSupport: @GAllmond Let us know if u ever have Xbox questions. We’re here to help. Feel free to follow us & hit us up anytime! ^KN (Tweet)

GAllmond: I call xbox shit on twitter and @XboxSupport instantly follow me and ask if I have any queries. Well played, sirs. (Tweet)

XboxSupport: @GAllmond That’s what we’re here for. :) (To answer questions, I mean) ^BA (Tweet)

GAllmond: @XboxSupport That must be a loathsome job, Brandon. Refreshing twitter all day answering questions and taking abuse. I hope they pay well! (Tweet)

XboxSupport: @GAllmond Psh, I love this job. This morning especially has been one of several chill mornings. =) ^BA (Tweet)

GAllmond: @XboxSupport How about free storage or points or a hug (or a tug)? I refuse to purchase more memory or pay for thumbscrew DLC, Khoa. (Tweet)

XboxSupport: @GAllmond Regarding the points – we’re unable to do that. Regarding the hug – I’m open minded to E-Hugs. /hug ^BA (Tweet)

GAllmond: @XboxSupport You’re only saying that else the Microsoft supervisor drones would strike you down with an iron fist. Still though, /hug (Tweet)

XboxSupport: @GAllmond Positive day is positive. ^BA (Tweet)

It got me thinking. How much of his nicety is forced politeness as not to anger his evil cat o’ nine tails-wielding supervisor and ultimately, does it make a difference? I find it difficult to believe that someone could be truly passionate about their customer service job when it entails refreshing twitter all day and trying to answer customer queries in pithy sub-140 character responses.

In a similar vain, I can’t imagine what possesses full-time forum moderators to do their job. As we all know, 99% of the Internet (and indeed, people) are unbearably stupid. I get the impression that dealing with hordes of stupids and trying to sort out their problems must be a kind of hobby to them or perhaps it has therapeutic merits.

I know a professional (see: paid) ‘community manager’ for a company I will not name. Nice guy. I could not do his job. Trying to corral and organise forums of rag-tag gamers and sub-communities and their inevitable niches into an entity that makes the company look good and friendly and involved seems like a mountainous task to me because, as I mentioned: people are stupid.

The people in these positions become the defacto face, if not the leader, of these groups. But they are company employees and it is a job. They come and go. These established circles have these leaders forced on them in order to let the company keep control of their fledgling social groups (see: loyalest customers). It’s like a rubbish dictatorship where the leader is there for the sake of the people.

Were I in charge of a similar group it would be awful, I’d put so little worth in it. Set up a forum, choose some moderators. BAM. Done. Organise events? Meh, they can sort that out amongst themselves.

Now that videogames are getting more and more social you need this kind of thing to keep regular customers happy and create a good company image. When things grow beyond forums and online communities is when it gets really interesting.

Touching on a related subject briefly, the digital age and the internet in particular is affecting the way we work, socially. I still feel weird and creepy when I say it but all the people I would now consider my closest friends whom I see every week were ‘internet people’ at one point in my life. Though, they have been ‘RL’ friends for much longer now. Another example of modern life affecting the way we interact is how shockingly seriously people take the shit that happens on Facebook and Twitter. I live with eleven girls (stereotype perpetuation imminent) and, Christ, it’s amazing how dramatic they get over who’s blocked who and who’s left what comment on who’s wall. Luckily it’s with their old circles, not with people in the flat.

However, technology and the internet has also made it much easier to find a niche to fit into. I fell into videogames forums and blogs. Granted, I find my interest in them dwindling, but I’ve met so many wonderful people I get on with through them. When videogame fan communities become their own legitimate friend-circles, they no longer need a community manager or moderators. Cliques form and it’s harder for new people to join (so you should get in ours while it’s still new. You can be one of the cool kids who was here from the start). But that’s okay, they get their own cliques. I know mine is awesome and yours sucks.

Editorial, Column Tags: community, forums, online, twitter

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