Another day in the life of a Game Master

A continuation of this post the second in the series of my friendly chat with one of those shadowy figures who occasionally appear and solve all of your problems, if only real life had a submit ticket button….

Mystic: We’ve talked a little about your interaction with players, do you, or your colleagues, ever receive much feedback from WOW players?

GM: Well I can't really comment on others but I know I have popped up on a few sites for either what I have said, what I have done, and in some cases just someone wanting to shoot me some praise to the bosses. You can never tell when someone will take a screenie and then you are [in]famous on WOWbash or the forums.


Mystic: What’s the strangest, funniest, and most bizarre things you’ve had to deal with?

GM: Jees, where to start! I've seen it all from bosses who would not die, players stuck in things which boggles the mind as to how they got there, but the one that would stand out most from my time would be a Gnome who had a strange thing happen every time he logged in: I picked up a ticket which instantly made me go “ya right, no way, this could be going on!”  
The player was online so I popped in-game and asked him to show me what was going on...sure enough the player logged out and came back in quite fast; and there it was plain as day for even me to see! What was it you might ask...well the player would log out with brown hair and some facial hair....come back in with a pink mullet and his face would be totally new! EVERY time he did this he would have a new face / hair. We all laughed our asses off at that one, thankfully the player saw the funny side too. Anything can happen in this game and sometimes when it goes wrong it brings out a laugh or two.

Mystic: Enough about us mere mortals, lets talk about you; what are the best and worst points of being a GM?

GM: The best part would be getting to help someone who really needs it at the time. It's great to know you that someone who has come to you for help has gone away smiling and their issue sold.
Worst parts come in as the opposite of above; when you have done all you can and things just don't pan out the way you wanted. Such things can ruin the customers day and also yours when you know there is just not enough there to help. [doesn’t it just make you sick – Mystic]

Mystic Are there any perks to the roll?

GM: There are a few yup! Some nice pets, early access to beta releases of games, Previews and the chance to meet some really cool figures who are high up like DEVs etc.

Mystic: Has being a GM had any impact on how you play the game, has it affected your enjoyment at all?

GM: Yes it has in a few ways. The main one is an inability to switch your brain off while in game [as a player]. Every chat line, every moan, sick joke or flippant remark is scanned and you are mentally taking action and planning what you will do. Coming home from a long shift and then logging in to relax and play is very hard.
Now don't get me wrong, I still love the game and enjoy it but sometimes you just look at the screen, see some crap kicking off and you just say 'meh' and log right back out.

Mystic: Do you generally tell friends in game that you're a GM, and why do you / don't you?

GM: I do tell people what I do who are in the guild or close friends, but these are people I have played with for years and I know I can trust. The whole thing is it is a very touchy subject.
I'll put it to your readers [reader, I still don’t think it’s plural – Mystic] this way. Guild 'Awesome Sauce' is kicking ass in raids and is one of the best raiding guilds on the 'EU-WOWnub’ server. Now, people get wind that there is a GM in that guild. People come up with the idea that the GM is giving them extra items and using his powers to kill the bosses fast for them. The guild begins to get a crappy name and then someone decides to name the GM. The GM then gets whisper upon whisper and is forced to leave the server and Blizz are forced to disband 'Awesome Sauce' due to the GM being named.
Telling people can be dangerous not only for the GM but also his guild. It only takes one spanner to ruin it for a large amount of people. This is why I only tell people I trust, as I know they will not screw me, or the guild over. And just in case people are wondering...no I am not in a guild called Awesome Sauce, I’ve made it up for the example, so don't bother looking. [I’ve just checked, there are loads of Awesome Sauce guilds out there, but not on the WOWnub server… I’m not even convinced it’s a real server…. Mystic]

Mystic, so we’ve talked about the players, we’ve talked about you, lets switch tack again and talk about me….  From personal experience, and it’s one of my little gripes, there seems to have been a big influx of gold sellers in game spamming trade and general channels recently. Why do Blizz see Gold sellers as a problem (I know the answer but I want you to tell me ) What is Blizz doing to stop this? Is there anything the community can do to help?

GM: Well the main issue with this is that it can destroy a servers economy. If everyone has 1000000g, you start to see hyper-inflation [ok I reworded the bit about hyperinflation – mystic] the simplest items begin to cost stupid amounts, which forces new or honest players out as they simply can not buy anything. Blizz are very active on putting the smack down on these guys. If they are in game, just right click the name and hit report spam. Once this happens it lets the GM team know and then they go bye bye via the ban hammer!
As for what the community can do they can do the report spam action above and of course do not buy gold. Read this line carefully folks then read it again, WE SEE ALL. When we catch people doing this there is no mercy. You can have your account banned and the gold will be removed which means you can not buy that item you wanted, plus you are out of pocket on your real cash which you spent to buy the gold. Be smart and work for your money, it's better to work for your items and earn them fairly

Mystic: on a similar vein, as someone who’s suffered in the past from key loggers, account security seems to have been a big issue at points over the history of WOW, what tips can you give to people to avoid having their account compromised?

GM: Yes it is! Now I know a lot of people already know this but I’d like to stress account security is the players responsibility! It is up to you to secure your account, just as you can’t really blame the police when you get burgled if you’ve left the front door open with a big neon sign saying “out to lunch”, you can’t expect Blizzard pick up the pieces if you go posting your account password on Facebook.  No one is going to hold your hand on this one! here are a few tips:
1) DO NOT SHARE YOUR ACCOUNT! I can’t stress this highly enough, giving your personal login details to anyone is a security risk, even if you trust them, they are unlikely to hold your private data in as high esteem as you do.
2) Get an authenticator – this makes the account 99.99% un-hackable. [ahem possibly ahem – Mystic]
3) Be smart and do not go to stupid sites such as www.blizz.freemount.dontbestupidcom.cn – this links to gold sellers, they often obtain gold through these means, and will have no qualms about taking your money from you and then stealing your account details to take gold off you 5 minutes later
4) Same as number one
5) Scan anything you download to avoid Key loggers...AVG free FTW!! [other virus guards are also available – Mystic] 
I've had my account for 5 years now and followed those steps. To date I've never any troubles.

Mystic: well that’s about it, I’d like to thank you for taking the time to answer my questions on behalf of me and my reader, is there anything else you’d like to mention? [hoping he doesn’t go off on another Blizz corporate-gush  – Mystic]

GM:I guess what I would like anyone who maybe reading this to take away is GMs are here to help, are human, and are generally gamers too just like you. People think we are here to just thank for reports etc. but that is not the case. Every one of us on the other end of those in game whispers are players at heart, it's how we got the job! If we can help you in anyway we will, but if we can't it's not because we don't want to, it's more of case we are missing something vital. Treat us in the way you would want to be treated if the shoe were on the other foot [or hoof – Mystic] and we will all get along just fine!
As a closing note I'd like to thank you for the questions and I hope this shines a bit of light on the subject.  Have fun guys and I hope you all enjoy WOW for now and in years to come!

And that’s it for the moment, if you’ve any more questions for our friendly leprechaun then please let me know and I’ll pump him for information next time there’s a rainbow.

A day in the life of a Game Master

One of the downsides to any company offering a successful product or service is, as they gain popularity and grow, they start to lose that human face and interpersonal touch which local organisations such as a corner shop have.  This is often the very thing that attracted people in the first place; the ability to know the supplier of your product or service by name, and interact with them personally should you as a customer desire.  The games industry is no different, gone are the days where software houses, consisting of a couple of mates in someone's garage cranked out best selling video games for less than the price of a round of drinks at some swanky London wine bar; the gaming industry is a multi-billion dollar industry, WOW is one of the biggest, if not the biggest product of this industry.  Being an MMORPG, WOW is in a strange juxtaposition of being a game whose very fabric lies in social interaction, being run by a seemingly faceless multinational corporation.  Blizzard have gone to great lengths to retain their community spirit, encouraging, and in some cases actively supporting,  fan-sites, blogs, forums.  Providing their own conduit to developers through their own forums and introducing the thoughts of the developers with things like Ghostcrawler’s blog.  But there’s one person, that every WOW player has, on occasion, spoken to and interacted with, but will almost certainly know nothing about; the Game Master.  Who are they? what do they do all day? what makes them tick? I’ve managed to get access to the inner thoughts of one of these elusive leprechauns, and I’ll be attempting to bring a human face (or is that a troll face?) to the mysterious entity that is the GM.  Over the course of my next two blogs will be asking some questions about exactly what goes on in the day to day life of a GM, and what makes them tick.

Mystic: Blizzard are keen to highlight the fact that their staff are keen gamers themselves, what initially attracted you to becoming a GM?

GM: Well I suppose the thing that attracted us all at first was those stories you hear of GMs doing all this cool things like making mobs appear, turning everyone in to Gnomes etc.

Mystic: What comprises a typical working day or week for a GM?

GM: There’s no such thing as average... depending on what has gone on; patch days, server or network issues, or anything else which mean the queues can explode in untold number of ways.  Typically we’d work a healthy 40 hours a week of non-stop pew-pew of the [support request] queue.  There are several different shift patterns available to GM’s from a standard five-day 9 till 5 to 4 day shifts which cover other hours; whatever time of day there are always GMs sitting at computers waiting to help.

Mystic: How does your workload change when there’s a major patch release, or network problem?

GM:Well with patches it's all new codes / fixes which, as with any other patch can either be very good and go smoothly, or occasionally be a horrible one where things go wrong and it goes south, quickly, after a 'fix'. In some cases we might see a NPC not die for instance....now you take into account how many people are dying to play this new content and suddenly nothing works. First thing they do...BOOM ticket! It can be as if a million voices cry out, but unlike Alderaan, can not be so suddenly silenced.
Reports are handy though to show us what’s up and we can then spring into action. But you can't stop the flow once it starts hehe.

Mystic: Many technology companies, such as Blizzard, offer their employees the opportunity to work from home, are you able to do this or are you solely based in an office?

GM: Office all the way! There is so much that could go wrong if a PC at one of the GMs homes was key-logged, the office offers a far safer and more secure environment that it is simply not an option to work from home. 

Mystic: What interface do you have into wow?

GM: The only thing I can say about this is we use the same base client players have but with a few additions to help us help you guys. Other than that..it's a secret!

Mystic: Being a GM strikes me as being quite a solitary role, you pick up a request, deal with it, move on to the next one, is this the case? or do you work in a close-knit team with the other GM’s?

GM: We are all in teams as it gives us access to more ideas, points of view, options etc. A second pair of eyes looking at what you may see as a hopeless case can yield another way to deal with the issue at hand which is a great thing!
The teams are set like most others out there, we have a head guy who acts as the final word on issues then there is the rest of us ground troops, so to speak. Most teams would have about 10 people in them and the people on the team have different skill sets to assist players. We can work alone most of the time but when something pops up we can just ask for help
Don't know if you want to plug another site (always – Mystic), but http://www.wowwiki.com/Game_Master, has some other details people may not know! 

Mystic: Do you all work on the same server?


GM: No such thing for us really. We help everywhere when we are needed, being tied down to one server would be a pain if things get quiet! Any EU player that needs help will get it from any GM who is free to do so.

Mystic: Do you have any regular contact with the developers and testers of WOW?

GM: Not as much as some of us would like, but they are always there for us to give them a poke if the need is called for. As you can imagine these guys in the dev team are very busy guys and girls; trying to keep the game fresh and new while fixing bugs keeps them on their toes from the moment they set foot in work.

Mystic: Do you have any influence over what goes into the patches / future releases?

GM: Some yes, and I can already see people face palming after this, but the suggestions forums, or what used to be the suggestion forums, have done more for this game than any GM will ever do. We would mainly give feed back [to the developers] on bugs and other minor issues.  A player with a well thought out idea for a game is king! I don’t mean the most common, ill thought through ‘suggestions’, which we encounter all the time, which are along the lines of “ NERF MAGES!!!11J!” and “DKS SUk BUFF EM OR I QUIT “.  The suggestions which make a difference to the game are those which have been though through and well articulated. [DOES THAT MEAN THE ONES IN LOWER CASE? – mystic] So if you have an issue, think about it first, then act; post your comments on the forums, but don't be one of those NERF guys!

Mystic: Have you or any of your GM team (or anyone else you know) been referenced in-game with one of the items / characters? And why?

GM: The devs are a bunch of smart asses when it comes to things going on in the world alright. I'm sure we have all come across Haris Pilton, Ophera Windfury etc. They love to throw these little Easter eggs in where they can.
A lot of people who see these usually go ' LULZ at the name ' which kinda cheers people up sometimes.  But for every joke they also tend to go out of their way to show respect to some people by including them in game or having something small dedicated to them;
I'm not sure if anyone reading this(anyone? my regular reader is not just anyone! – mystic) remembers a young kid in the US called Ezra Chatterton. Ezra had a brain tumour and, through the Make-A-Wish foundation, was able to visit Blizzard headquarters. Here he spent the day as a dev and even made an in-game item and quest for the game up while he was there!
Sadly in 2008 on the 20th of October Ezra passed away. The devs decided to give this young guy a spot in the history books buy making that quest active, creating the item to be used in game etc. The NPC he created, Ahab Wheathoof, still stands in Bloodhoof village today and they again then made him an Elder in Thunderbluff as part of the Lunar Festival.
Again all these little things they have popped in game can be looked up! Just google WoW Easter eggs...you would be surprized at how cool the devs are.

I’m afraid that’s all you’re getting for now, if you like what you’ve read and want to hear more, check back in a few days time for the final part of the interview.