My name is Andrew and I’m the operations manager for OP.
On behalf of the Obsidian Portal operations team, I’d like to apologize for the lapses in communication and rude behavior that a number of you have encountered in recent months. We were horrified to discover this type of behavior towards the community and have swiftly made changes in staffing.
To help the site get a fresh start, we have ended the services of Jerry (DreadGazebo) and Travis who had been handling customer service. We’d like to thank Jerry and Travis for their part over the past 3 years in helping to build up OP.
I’m happy to announce that we have spoken to Alex, better known as alex_redeye (http://forums.obsidianportal.com/account.php?u=293955), who's agreed to and will be OP’s new community manager.
Alex will be monitoring developments in the forum and just like many of us, the forum is our preferred channel of community with you. So the stuff with having to post on Facebook or Twitter to get support or ask questions, ends now.
The OP forum will be the main channel to interact with you, report bug fixes, get site updates, as well as run promos, competitions, etc.
Going forward, I’ll be checking in on the forums pretty regularly, with Alex leading the charge.
Some background about me:
I’ve been working on OP for the last 3 months, working through the stretch goals from the OP reforged campaign with the tech team led by Adam (Schwing).
We’ve plans in place to increase the functionality of the site, as well as addressing questions raised in the forum about using OP’s features, setting up your first campaign. There’s already a lot of great resources within the forum, like the mapping tutorials by arsheesh here: http://forums.obsidianportal.com/comments.php?DiscussionID=2518&page=1#Item_0
Some stuff about me:
* I’m 42 this year and live in Singapore.
* I’ve played RPGs (online and paper-based) for most of my life and had a 100+ issue collection of Dragon mag, including the anthologies and most issues of White Dwarf till my kids came along.
* My favorite tabletop/RPG systems are probably the WH40k stuff, particularly Eldar Harlequins and Space Marine Terminators.
From the feedback I’ve seen on the forums, we’d like to help shape OP to be a more inclusive community where your feedback and suggestions are factored into our site development as much as possible.
A community without its members is nothing. So we want to earn back your trust. And we know it will take time, more than just posting an update, but seeing what happens in this forum over the next couple of weeks and months.
To grow the site, we will need your help to shape the future direction. These are positions we’re planning to fill:
OP Experts: We’re looking to recruit a “small council” of up to 5 experienced OP users (game masters preferred). Besides the King’s Hand, the Master of Coin, and Master of Whisperers are also, oh, wait, wrong forum.
There will be more information on these positions in the coming days.
Stay tuned for more updates.
I just wanted to be the first to throw a huge congrats to Alex - you may be new (comparatively) to this site, but you have been absolutely KILLING IT, from coding to just being an awesomely helpful guy.
Campaign of the Year - 2018
And if you don't rope in Killervp you're mugs. Just sayin'. He also has my nomination.
JYSK, I'm a 'he', and you're quite welcome.
Andrew and Alex:
It's good to see some changes on this front. I look forward to seeing what you guys accomplish!
EDIT: As far as the council, I'd need to hear more about it before I could decide whether I could actually do it time-wise; life is getting a bit busy with random things like work, a research paper I agreed to work on with a friend, and having signed up to write some stuff that I haven't gotten around to finding the creativity to do yet.
Thanks for sending along the good words! This has always been a great community, and although we don't all have the most time to post, it is comforting to know that you've got a plan to set things on the right path!
Alex, I know we haven't got much interaction under our belts, but as we do share the same name, I feel you'll bean excellent choice to head on managing this particular herd of cats. I wish you the best of luck with that, and hope you'll get in touch if you need anything!
@Langy - Awesome to know, right now I am just looking to get an idea of initial interest so I know who to approach to discuss things in further detail. You are obviously now on record of showing at least some potential interest depending on various time factors - that helps for now!
@Rase/Alex - Thanks very much, and while we don't have much interaction under our belts with one another yet I hope to see that change as time keeps pushing on. Glad to know you are interested in possibly kicking up some additional help as well, I will certainly keep you in mind.
I second the nomination for KillerVP and can think of 1 or 2 others should be on it.
Anyhow, good to see things shaping up here, was starting to get down bout it all
"Shadows Over New York":http://www.obsidianportal.com/campaigns/shadows-over-new-york
"2013 Campaign of The Year":http://blog.obsidianportal.com/2013-coty-shadows-over-new-york/
"Campaign of the Month July 2013":http://blog.obsidianportal.com/shadows-over-new-york-julys-campaign-of-the-month/
Campaign of the Year - 2018
First off, I will miss Jerry. I have been one of the most vocal people here for years now, and I never once found him to be rude. He was always professional, even when we did not see eye to eye.
Travis was not here 3 years- he was not even here a year. He was limited in hours, by OP, and never got the support from the programmers- this is not to say I heard this from him, but that much is obvious.
Alex- Congrats! You have been very active in your short time here. I hope that you can stick with it.
To address my future involvement, I am not a programmer- I just have lots of friends who are. I am a customer service guy myself- have done that all of my working life, from restaurants to sales to well, customer service.
So, to address customer service......
Andrew- Welcome. As Operations Manager for Obsidian Portal for ??? time, you have a lot of work to do. If you have been Operations Manager for the last 5 or 6 months, then what exactly have you been doing? We have had no communication from the people that actually fix things- sure, "Schwing" showed up a couple of times, gave lip service, and then disappeared. Your Operation is broken! There are literally over 100 tickets that are "assigned" that have not been touched. Some of them pre-date the Kickstarter Reforge! We have people that paid money for a Kickstarter that was supposed to be delivered 2 years ago, that has not been delivered.
Please, please, please. We have a great community here that has shrunk dramatically because of the apathy of the programmers, the operations, and not the customer service people. Please fix the real issues!! I have been a huge proponent of Obsidian Portal- I have pushed it at conventions, at game shops, etc. I was the guy who wanted the last t-shirts to give out at a convention (which I did not receive, because you wanted new ones instead.....).
You have my support, as this is still the best for what it does, but to really grow you have to fix the problems!!
For example, if you go to the campaigns page, you have a blank screen for systems!! ????? How as a new person coming to the site would that help?
It would be nice to know who to go to outside of Alex, btw....
Just trying to help out.
Thanks for your frank feedback.
Regarding your point about "If you have been Operations Manager for the last 5 or 6 months, then what exactly have you been doing?"
I'd like to clarify that I said "I’ve been working on OP for the last 3 months"
In that time we've been making plans and mapping out how to re-engage with the community, work on the remaining OP Reforged goals from the kickstarter and putting more development in place to build out OP.
You are welcome to come to me direct with any frank, uncensored feedback, and to give some background, I came on board after Kaleidoscope acquired OP earlier in the year and we've been working on a number of infrastructure-level issue with Adam/schwing leading the charge on that front.
I've been in various gaming forums, game-focused social networks, gaming guilds over the past 20 years (online and offline), and I know it is a major pain/letdown if stuff is promised then not delivered on.
We appreciate the support of the community and delivering on what was promised before is something that Alex and I will be working on.
We'll be starting new threads (or resurrecting) old threads to report bug fixes.
There's really not much more to say at the moment, so do stay tuned to see what happens next.
I was with Obsidian Portal for nearly 5 years (4 years 10 months).
Travis left on his own and was not fired.
I didn't know that I was rude to anyone here in our community, if you feel I have wronged you or was rude, please reach out privately so that I can extend my personal apology.
there are others, but these two reached out and helped me most when I first came here and started in with this community... and they are still here. Well done to Alex as well; very well deserved
"The Great Pendragon":https://the-great-pendragon.obsidianportal.com/
"Knights of Albion":https://knights-of-albion-1.obsidianportal.com/
Alex and I will be collecting a list of all the names mentioned and have an update soon.
I've always enjoyed hearing from you, if that helps at all!
It will be interesting for sure to see the direction that this journey takes us all.
I often share not just my own feelings and opinions, but many others come to me asking me to share theirs.
I am a big fan of this site, and will continue to try to bring new people here, but we need more transparency.
Please see the Reforge problems forum post below, and let us know what your team is going to do next.
Just trying to help out.
I appreciate your openness and look forward to seeing how OP continues to develop and grow. I am relatively new to OP, but I have so enjoyed (as a GM) the resource that it provides for my campaign. I am happy to help in any way that I can, although my skills do not lie in the computer programming field.
Better comm (not vague assurances) and actual progress, and I will stay the course.
I like it here. But I'm still worried.
Unconquered Kingdoms, July 2016 CotM
Killervp (an obvious consideration to anyone)
These three have contributed to the community in many ways - not just code, but in many other ways as well. For example, Wolfhound's tutorials completely changed how I viewed building a campaign site, and frankly was a major determining factor in contributing to the Kickstarter and becoming Ascendant. It opened my eyes to what was possible, which was a huge departure for someone who's knowledge of HTML was a decade old.
There are others that have contributed significantly that I didn't mention (like Bortas and Keryth, for example), but I felt that I should select a top 3 rather than some lengthy list of potentials.
As an aside, it may serve everyone better if we had a clear understanding of what was explicitly expected of council members. OP instituted something that might be similar right after the Reforge, with their Reforge Heroes or whatever they called their community help squad. The expectations were unclear, the processes were faulty or missing, and the whole thing failed to deliver on its promises of aid and reward even though it generally relied on the same people that were otherwise helping people in the community - the same people that STILL help others in the community with their campaign sites. Creating a council may be a great idea or a bad idea, but the only way to tell is to really build a solid set of processes that every stakeholder understands equally and can rely on.
I also want to thank Alex for stepping up. I have a great deal more confidence in the level of communication to expect from the community manager, as his track record of communication and community involvement is already top-notch.
I love this place. It's revolutionized my game. I love reading the forums here. They're troll-free and full of people with great attitudes and love of the hobby. I'm not going anywhere anytime soon. But I really hope that the new management can turn this customer service thing around and "get it" as much as the forum membership seems to. I'm cautiously optimistic, I guess.
There. I've said my piece and will return to shadows :)
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