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CCP kieron

Posted - 2007.02.13 19:05:00 - [1]
 

One of the questions the community has voiced over recent events is in regards to what steps CCP are taking to prevent future incidents. As mentioned in Hellmar's recent Dev Blog, an internal department was created for this very purpose.

Arkanon, the Director of Internal Affairs, has written a Dev Blog introducing himself, his position, responsibilities and efforts to ensure a level playing field for all. Check out CCP's Director of Internal Affairs: An introduction.

CCP Arkanon


C C P
Posted - 2007.02.13 19:06:00 - [2]
 

Hi.

I'll try to answer what questions you have about this blog here. Please note that try as I might, you probably will ask me something I can not answer, but I'll do my best. If I don't answer your question, I probably feel I've already answered it.

Arkanon

---

Originally by: Altaree
Congrats on the new position Arkanon. Can you please also bring some transparency to this process?



Thank you! The process of monitoring? Sure. Using the same tools I had as a lead GM, I scan all employee logs on a routine basis. I'm also on standby if something comes up and when it does, I conduct an audit of all concerned, complete with database queries, interviews and the aforementioned witch doctors, if needed. I can also handpick GMs to help with this process, since it's quite a job to do audits on multiple accounts and we want to wrap things up fast, to clear the air.

Hope that goes some way towards answering your question.

---

Originally by: Jak'ai
In most legal fields that I'm aware of, one of the guiding principles is that:

Justice must be done, and must be seen to be done.

Thus you would normally have a public record of decisions of guilt and sentencing (barring certain cases of youth offending, etc). This practice is reassuring to the general public that justice is served, as well as a deterrent to other potential offenders.

This obviously isn't the case in EVE, as all discussion of GM matters is forbidden - which has certainly given rise to a number of concerns (valid and not) regarding leniency, appropriateness of punishment and so forth.

What reasoning has there been in making the decision to preserve confidentiality to the exclusion of transparent consequences?

Also - who watches the Watchers? Wink


Nice questions. First, please note that GM discretion works both ways. As a GM, I am forbidden to give out any details concerning you as a player, unless I am contacted by a law enforcement agent. I am working in a similar capacity as before, but with CCP employees. I believe my colleagues deserve the same right to privacy as the players. We don't publish details of banned players and we won't publish details of banned or warned CCP staff.

Secondly, the beauty of our log system is that any GM can see basically what I can, he/she just has less access to administrative functions. Therefore, anyone can check up on me, if they so desire and I certainly hope they do Smile

---

Originally by: Vily
Edited by: Vily on 13/02/2007 19:21:56
edit: not happy with my old question.

is there going to be an retroactivity to your position?



I go as far back as I feel is needed, when investigating, as far as I can, sometimes. Selected logs may be hard to get to after a long time, however.

In case of a major incident involving an employee, I would investigate and report it, if I could verify it. No matter it's age.

---

Originally by: swoj
Wouldn't be good if suddenly someone has to complete a ton (more?) of paperwork before they can perform tests to replicate a bug on TQ without fear of being fired Laughing



Well, I know how things work here, to an extent, so I'm not likely to start pulling any plugs when people are testing. No extra work for them, per se, they do the testing and I do the monitoring.

I ask innocent people all the time to explain what they're doing, as part of my job. It's not an accustation of guilt on my part and I believe people understand this and that our morale won't suffer as a result.

---

Originally by: Isidro Vinson
Congratulations Arkanon, this is a welcome step.

After the fact measures to catch dubious behaviour is important, but perhaps more significant are putting in place policies and procedures to help keep everyone honest.

Would it be posible to expand upon your blog a little in that direction and tell use about such procedures CCP has in place/is planning please?

For instance one could imagine a policy where if a petition is made it is handled by someone with no connection to it, that sort of thing.


That policy has always existed. No GM may handle his own petitions or the petitions of his friends, family, corporation, alliance or witch doctor (keep coming back to those). The same goes for everyone else.

We had employee rules in place, but they were dated and not specific enough, in some cases. I have updated them and published them for the whole company. Our employees are and have always been supposed to follow our EULA and our TOS. More than that, they are supposed to act with the interest of CCP in mind at all times ingame, which limits our gameplay even more.

ANSWERS 2

Altaree
The Graduates
Morsus Mihi
Posted - 2007.02.13 19:12:00 - [3]
 

Congrats on the new position Arkanon. Can you please also bring some transparency to this process? A little bit of sunlight goes a LONG way towards keeping things clean.

Vily
Eternity INC.
Goonswarm Federation
Posted - 2007.02.13 19:20:00 - [4]
 

Edited by: Vily on 13/02/2007 19:21:56
edit: not happy with my old question.

is there going to be an retroactivity to your position?


Jak'ai
Minmatar
Posted - 2007.02.13 19:20:00 - [5]
 

In most legal fields that I'm aware of, one of the guiding principles is that:

Justice must be done, and must be seen to be done.

Thus you would normally have a public record of decisions of guilt and sentencing (barring certain cases of youth offending, etc). This practice is reassuring to the general public that justice is served, as well as a deterrent to other potential offenders.

This obviously isn't the case in EVE, as all discussion of GM matters is forbidden - which has certainly given rise to a number of concerns (valid and not) regarding leniency, appropriateness of punishment and so forth.

What reasoning has there been in making the decision to preserve confidentiality to the exclusion of transparent consequences?

Also - who watches the Watchers? Wink

Malthros Zenobia
Posted - 2007.02.13 19:23:00 - [6]
 

Quote:
I have the authority to run database queries, conduct interviews, hire witch doctors and, in general, do what it takes to get to the truth about any ingame conduct I find questionable.


I'd like to apply for the position of Inquisitor.Twisted Evil

swoj
The New Order.
Posted - 2007.02.13 19:24:00 - [7]
 

An Internal affairs department is certainly a big step towards keeping things fair, I just hope that, while necessary, this isn't a move that causes unease within the CCP offices. Wouldn't be good if suddenly someone has to complete a ton (more?) of paperwork before they can perform tests to replicate a bug on TQ without fear of being fired Laughing


Isidro Vinson
Posted - 2007.02.13 19:26:00 - [8]
 

Congratulations Arkanon, this is a welcome step.

After the fact measures to catch dubious behaviour is important, but perhaps more significant are putting in place policies and procedures to help keep everyone honest.

Would it be posible to expand upon your blog a little in that direction and tell use about such procedures CCP has in place/is planning please?

For instance one could imagine a policy where if a petition is made it is handled by someone with no connection to it, that sort of thing.

Galfrey
Posted - 2007.02.13 19:29:00 - [9]
 

Welcome to one of the most difficult jobs in Eve/CCP!

May I also add my voice to the call for more transparency (where possible) in dealing with the investigation and disposal of misconduct cases. I think that a little honesty and openness at the right time would have gone a long way towards defusing a lot of the recent heated discussion.

Good luck!

Galfrey

Gerome Doutrande
Posted - 2007.02.13 19:29:00 - [10]
 

Will you get yourself one of those amarr robes with hoods?

sugark
Deep Core Mining Inc.
Posted - 2007.02.13 19:30:00 - [11]
 

Originally by: Jak'ai
Also - who watches the Watchers? Wink


"I answer directly to CCP’s Chief Operating Officer and my actions are reviewed by an internal committee to ensure that my decisions are based on verifiable facts." Wink


Nice blog...hope we get some happy times again now. Very Happy Congratulations and good luck.

Templer Relleg
4S Corporation
Morsus Mihi
Posted - 2007.02.13 19:35:00 - [12]
 

Wow dude. Congratz.
I cant say this enough, im really glad that you are here.

I have question.
Are you gonna communicate with the community on whats happening, or will everything stay inside CCP?
You being the "voice of the paying customers", i think this is very important.

I hope that you will do a great job, even if it consists in being the "guy who ruins the fun".


Kylania
Gallente
Phoenix Industries
Sylph Alliance
Posted - 2007.02.13 19:40:00 - [13]
 

Edited by: Kylania on 13/02/2007 20:01:38
bah, ignore me, explained by Arkanon above. Very Happy

Michi Ken
Nebula Rasa Holdings
Nebula Rasa
Posted - 2007.02.13 19:43:00 - [14]
 

Welcome to one of the most unpleasant but fulfilling jobs in any company!

When was your appointment to this position effective?

If it was before this week, can you help the player community understand why the BPOs in question and t20's account were left active for over 6 months?


Dranthor Bain
State War Academy
Posted - 2007.02.13 19:43:00 - [15]
 

Edited by: Dranthor Bain on 13/02/2007 19:40:41
The comment about transparency sounded like it was more about letting the community know what you are doing, not how your tasks are being done. It might be hard to let out info about employee misconduct because there are so few. But we would like to see some general stats and sanitized accounts of actions against players. Some sort of body of documents that shows how CCP implements the rules and thus would let the players know exactly what they should expect from the GM community when they have a question.

Can we get an in depth document (not dev blog) that describes what in a petition would help you and your team investigate our suspicions?

Thanks!


Jaggeh
The Order of Odin
Posted - 2007.02.13 19:44:00 - [16]
 

Are ccp concerned that the community at large doesnt seem satisfied with the answers to the current scandal?

There is a lot of bad press hitting the big sites (mmorpg.com/slashdot etc) and a lot of the community feel that you are just throwing us a bone and sweeping the rest under the rug.

Personally i dont think anyone should lose their job for something like this (i work in a similar job to the gm's) and i dont think any specific disciplinary actions/proceedings should be made public. However an element of transparency is required if you have any hope of winning back the trust thats been lost over the last week.

CCP Arkanon


C C P
Posted - 2007.02.13 19:45:00 - [17]
 

Originally by: Malthros Zenobia
Quote:
I have the authority to run database queries, conduct interviews, hire witch doctors and, in general, do what it takes to get to the truth about any ingame conduct I find questionable.


I'd like to apply for the position of Inquisitor.Twisted Evil


Occupied Evil or Very Mad

Val Oman
Lone Star Joint Venture
Wildly Inappropriate.
Posted - 2007.02.13 19:47:00 - [18]
 

Thanks...I feel alot better.

You sound like you understand the importance of this role and the willingness to use the tools and authority granted to you.

My question is:

Are you also responsible for insuring that even small things like petitions are handled fairly and uniformly across the board?

CCP Arkanon


C C P
Posted - 2007.02.13 19:47:00 - [19]
 

Originally by: Gerome Doutrande
Will you get yourself one of those amarr robes with hoods?


*splutter* You realize I am a matari /gets Khuumak

Anator Namon
Posted - 2007.02.13 19:53:00 - [20]
 

How do you feel about issues where a GM, ISD, Dev, etc (CCP sanctioned person of authority) gave out information that to a select group of players and not to all?

How would you catch such a thing?

How do you feel about a CCP sanctioned person turning a blind eye to a violation done by one person, but acting to the fullest extant against the same violation done by someone else?

How would you watch such a thing?

These are two of the concerns I still have. I guess they were always issues of trust, but before I had no beleif that any CCP sanctioned person would cheat.

Tsanse Kinske
WeMeanYouKnowHarm
Posted - 2007.02.13 19:55:00 - [21]
 

Good move, CCP.

..and it's nice to see a Minni Dev. Razz

Hamfast
Gallente
Posted - 2007.02.13 19:56:00 - [22]
 

Arkanon,

First off, grats on the new position...

Now, on to the issue...

Looking at the recent unpleasantness, were it to happen again in the coming months, can you step through the procedures you would be expecting to take and how early you think you would have found it as well as the outcome?

I understand that we may never know more then what we have already been told and that some of us feel that this was just the tip of the iceberg... much of what happened and the results of it can and will never be seen, but it would be nice to know that in the future, cheaters will not prosper as they seem to have been allowed to from this past event.

Sgt Napalm
Veto.
Veto Corp
Posted - 2007.02.13 19:56:00 - [23]
 

Neat

Does Wranger get to make you coffee too? Surprised

Malthros Zenobia
Posted - 2007.02.13 19:58:00 - [24]
 

Originally by: CCP Arkanon
Originally by: Malthros Zenobia
Quote:
I have the authority to run database queries, conduct interviews, hire witch doctors and, in general, do what it takes to get to the truth about any ingame conduct I find questionable.


I'd like to apply for the position of Inquisitor.Twisted Evil


Occupied Evil or Very Mad


Assistant?Crying or Very sad

CCP Arkanon


C C P
Posted - 2007.02.13 20:06:00 - [25]
 

Answers, pt 2!

Originally by: Templer Relleg

Wow dude. Congratz.
I cant say this enough, im really glad that you are here.

I have question.
Are you gonna communicate with the community on whats happening, or will everything stay inside CCP?
You being the "voice of the paying customers", i think this is very important.

I hope that you will do a great job, even if it consists in being the "guy who ruins the fun".




Thank you! The nature of my job now focuses inwards, more than outwards. But I agree with you that I need to keep at least some contact with the players, just so that they can see I'm still here and shouting at people over trivial stuff Wink

---

Originally by: Michi Ken
Welcome to one of the most unpleasant but fulfilling jobs in any company!

When was your appointment to this position effective?

If it was before this week, can you help the player community understand why the BPOs in question and t20's account were left active for over 6 months?




Thanks! It was a heady cocktail with several secret incredients. It was a confusing time with us not knowing how to react, no policy in place on how to deal with it (but there is now) and the managerial staff on vacation. I can't explain it any better than that, we should have taken the BPOs right away and as one of the GMs involved, I am as much to blame for this as anyone else. T20s player accounts were closed at once.

---

Originally by: Dranthor Bain
Edited by: Dranthor Bain on 13/02/2007 19:40:41

Can we get an in depth document (not dev blog) that describes what in a petition would help you and your team investigate our suspicions?

Thanks!




Good question. If you have a suspicion that aomething untoward is going on, please file a 'Harassment' petition, detailing your concerns. These cases will be investigated by senior GMs and escalated to me, as needed. Petition records are never erased, so there is no chance of your petitions being ignored. If you have an issue that needs our attention, you'll get it.

I'll put it on my to-do list to publish instructions about filing petitions of this sort for our players. Feel free to remind me via EVEmail.

---

Originally by: Val Oman


Are you also responsible for insuring that even small things like petitions are handled fairly and uniformly across the board?


That was my job before, my new post deals exclusively with CCP staff. I was succeeded in my job taking care of ingame policies and GM quality control by the most able GM Grimmi. A seductive wench, I'm sure you'll agree.

Answers #3

Hasak Rain
Amarr
Posted - 2007.02.13 20:07:00 - [26]
 

Edited by: Hasak Rain on 13/02/2007 20:04:38
I just want to say I think this is a big step towards rebuilding the faith from the community that I feel that CCP deserves even though it has been tested lately.

I think all most people want is a clean game and a level playing field and I think this new position helps assure this.

Good Luck.

Trem Sinval
Deep Core Mining Inc.
Posted - 2007.02.13 20:08:00 - [27]
 

May we please be alloted a ration of cookies on a regular basis?

Also, can we expect regular blogs/reports on investigations (even simple "yes, we're investigating"/"no, everything's peachy")?


CCP kieron

Posted - 2007.02.13 20:10:00 - [28]
 

Originally by: Jaggeh
Are ccp concerned that the community at large doesnt seem satisfied with the answers to the current scandal?

There is a lot of bad press hitting the big sites (mmorpg.com/slashdot etc) and a lot of the community feel that you are just throwing us a bone and sweeping the rest under the rug.

Of course CCP is concerned that there is community dis-satisfaction with some of the answers we have given to the community, and yes we are also concerned about the amount of press this has generated for us.

We have a privacy policy to protect not only the player base. It is not our place to disclose to the community that "Player X did Y and received Z as a punishment", and this is why we have not answered the allegations of misconduct on the part of certain players.

It is not an easy stance to take, especially when so many community members have voiced their concerns about it, but put the shoe on the other foot. I do not know of many people who would like to have their mistakes aired in the public eye.

Jake Noble
Amarr
SniggWaffe
Posted - 2007.02.13 20:11:00 - [29]
 

I know some people feel that the petition system sometimes can go to the person GM you are petitioning for example, do you have a way of people contacting you out with the petition system? I think possibly a report misconduct email address or even an option in the petition system which would go to you and Hellmar for example? I dont have anything to report but I am sure that it is something that would benefit the community as I feel some players may think twice before petitioning certain things.

Hapexamendios IV
Posted - 2007.02.13 20:15:00 - [30]
 

This a huge step in restoring faith in ccp. Excellent work.


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