LARP Resources
Strategies for Improving Communication Between Players and Game Staff
What is at Stake?
Whether your players air their grievances through social media or at a local social event, they will cause the same consequences for your Mind's Eye Theatre chronicle, community, and ultimately your enjoyment of storytelling.
Misinformation is Spread
Very rarely does a player have a perfect understanding of a game-related situation. This limited perspective is especially prevalent in Mind's Eye Theatre: Vampire The Masquerade LARPs, where part of the focus is intrigue and misdirection.
Trust is Broken
Few players consider the out-of-game consequences of rumor-mongering. Players can come to distrust their Storytellers — and each other — when there is a perception of wrongdoing. Some players may opt to avoid pushing their characters' goals out of fear that they will be accused of cheating if they succeed.
Example: In your Mind's Eye Theatre: Vampire The Masquerade LARP, Natalie spent months' worth of downtimes in order for her character, Nicki the Nosferatu, to learn that Billie the Brujah is a Sabbat infiltrator. When the opportunity presented itself, those secrets were sold and brought to light, resulting in political fallout and Billie's execution. Infuriated, Brad (Billie's player) publicly accuses Natalie of metagaming, as he believes that there was no possible way for her character to find out about Billie's dark secret. Rumors spread about speculated personal reasons regarding why Natalie may have targeted Brad through his character. As a result, Natalie feels less inclined to have her character seek out information about other player-characters, fearing another negative out-of-character reaction.
Risk of Staff Burnout Increases
Storytelling is supposed to be a rewarding task, allowing you to collaborate with the players in your Mind's Eye Theatre game to create a shared story. When players focus on negative out-of-character aspects of game, that takes away time and energy from collective story-building. If the potential for players to air their grievances online on public venues exists, you essentially become "on call" for crisis management. Our community has lost many energetic Storytellers due to burn-out caused by social media negativity.
Example: Your Mind's Eye Theatre: Werewolf The Apocalypse chronicle just had a combat-heavy game session. Several players meet up afterwards at a local restaurant in order to socialize. During this time, some grieve for the characters that died, while others try to piece together why so much PC death occurred. Rather than consider that misinformation may have been relayed in-character in order to set up an ambush, the players speculate about whether or not the Storytellers intentionally targeted high-profile characters. As rumors and theories spread across the local MET game's community, the "Storyteller vs. player" mentality cements itself. This situation results in some of the Storytellers stepping down, as they do not feel they can build a shared story with their players second-guessing them.
Why "Go Talk to the Staff" Doesn't Always Work
The simplest response to this problem is to encourage players to speak with their Storytellers regarding grievances they may have about game. While some players may feel comfortable voicing their concerns directly to their Storyteller, others shy away from doing so. There are many reasons that members of your MET game might not feel comfortable voicing their concerns.
They Fear Reprisal
Some players are concerned about the consequences of speaking up. They think that the Storyteller will take negative feedback personally and will target their characters. While this seems like an odd line of logic, some of your players may have experienced such reactions in other Mind's Eye Theatre games. If you are friends with the players in your MET chronicle, they may also fear that you will take their complaints personally, thus damaging your friendship.
They Don't Know What to Say
Sharing potentially negative feedback with someone can be an intimidating experience, especially when the person whom we are addressing is a friend or a person in a position of authority (or both!) Sometimes it feels easier to vent online or to a group of friends than to directly address someone who has the power to fix a situation.
Example: Michelle is a member of the previously mentioned Mind's Eye Theatre: Werewolf The Apocalypse chronicle that had a combat-focused session. While she had fun at that game session (her character was able to do some cool things), she is disheartened by her fellow players' reactions. She asks some of them why they don't reach out to the Storytellers with their concerns. Some of the players admit to Michelle that they are friends with members of the Storytelling team and don't know how to directly express their frustration without having it come across as a personal attack.
They Think that Their Concerns Will Be Ignored
Most players are reasonable enough to understand that not every piece of feedback will be acted upon. However, some participants refuse to speak up, because they feel that their thoughts and ideas will be dismissed outright. This preconception is also prevalent in cases where player concerns involve potential wrongdoing (cheating, harassment, etc.) by another member of the Mind's Eye Theatre game. Your players may fear that you will simply believe the accused instead of them or not see the problem as being severe enough to act upon. They see public outcries as a way of holding their Storytellers accountable — forcing them to react or face disgrace.
Example: Brad was a member of several Mind's Eye Theatre: Vampire The Masquerade chronicles, some of which did not handle accusations of cheating seriously. When his character, Billie the Brujah, was outed as a Sabbat infiltrator, he had a hard time accepting that the discovery could have been made in-character. Brad is fairly certain that Natalie, the player of Nicki the Nosferatu, metagamed that information. Due to his past experiences, when accusations of cheating were ignored, he is hesitant to bring those concerns privately to the Storytellers. He thinks that by going to social media to accuse Natalie of cheating, he will be more successful at getting a response from the Storytelling staff.
As the saying goes, "An ounce of prevention is worth a pound of cure." You can take steps to empower your players to constructively share their ideas and concerns. While this preparation may not completely eliminate game-related negativity from social media, these tactics can reduce the potential for such outbursts. Most players want their MET LARP game to be fun, for their community to be healthy, and that members turn to social media as a last resort.
Creating a Safer Space
A safe space is an environment that allows your players to voice their concerns without judgment. They may be emotionally invested in the Mind's Eye Theatre game, and thus have strong feelings about what is going on and how they (and others) are being affected. Thus, a safe space must also allow players to be able to express those emotions without judgement or repercussions.
That said, there are a few things that a safe space is not:
- It is not a place where players can expect to be placated. They may have strong convictions about what course of action you should take as a Storyteller — you are in no way obligated to comply.
- It is not a place where the players' views are seen as infallible. They may not have all of the information about a situation. In some cases, information may need to be withheld from them, especially if it is plot-related.
- A safe space does not give players permission to be abusive towards other members of the Mind's Eye Theatre game or the Storytelling staff.
Anonymous Feedback Form
Create an online form allowing a player to provide feedback to the Storytelling staff without needing to provide personal information. While this method addresses the concerns of players who fear retribution, it can also create challenges for the Storytelling staff. If players' input is unclear, there is no way to contact them for follow-up.
Player Representative
Some Mind's Eye Theatre chronicles have a player elected to this position; its purpose is to provide someone designated to approach the Storytelling staff about participant concerns. Sometimes the Player Representative acts as a mediator between the Storyteller and the players. Other times, it acts as a buffer, so that players can keep their feedback anonymous. It is important that whoever is elected into this role has the trust of both the Storytelling staff and the player base. In addition, the Player Representative needs to be able to maintain confidentiality of both the players and Storytellers, as the MET game's staff may share private information with them in order to provide context behind their decisions.
Example: Michelle reaches out to the Storytellers of her Mind's Eye Theatre: Werewolf The Apocalypse chronicle to let them know about player concerns regarding their recent combat-focused session and the deaths of several high-profile characters. Surprisingly, this is the first time that the Storytelling team has heard about player concerns regarding their game. At the start of the next session, the Storytellers announce that they are creating a new position in the chronicle in order to encourage players to provide feedback to the Storytellers. After an election process, the player base chooses Michelle as their Player Representative.
Town Halls
There are situations where a Mind's Eye Theatre chronicle may benefit from everyone being able to sit down and voice their shared concerns. The purpose of a town hall is not to "name and shame" one's fellow players or staff, but rather to draw attention to visible problems with the MET game and collaborate on a solution. Work with your MET chronicle to identify a facilitator who can keep the conversations on-topic and a scribe who can take minutes.
Example: Brad posted on social media about his frustrations with the local Mind's Eye Theatre: Vampire The Masquerade chronicle, specifically with how he believes that Storytellers don't address issues of cheating. He calls out Natalie, a fellow player, and accuses her of metagaming information that her character could not have obtained. Other players step forward, making similar accusations about fellow players. To respond to the building animosity, the Storytellers set up a town hall meeting for their players. At this meeting, they not only publicly state that the accusations of cheating have been investigated, but they also reiterate the themes of intrigue and misdirection that are inherent in a MET: Vampire The Masquerade LARP. Together, the Storytellers and players discuss how to document information that is discovered in-character so that future accusations of cheating and metagaming can be quickly addressed. Brad apologizes to Natalie for his initial reaction and promises to give his fellow players the benefit of the doubt.
Framework for Feedback
Sometimes, players struggle to find words that convey their thoughts and feelings about a situation, especially when addressing someone in authority. "This game sucks" may seem easy to express, but it does not identify the problem or show how to potentially improve the situation. Your players may need help articulating their concerns and a desired outcome. Walk them through the following four questions:
What is the Problem?
Encourage your players to answer this question with direct observations. Guide them to use "I" based statements, such as "I heard," "I noticed," or "I saw."
Why is this a Problem?
This question prompts your players to share their perceptions and opinions about what they observed. ("I think/feel this is an issue because….")
What Might Happen if this Problem isn't Addressed?
Sometimes a player's concern isn't solely about what happened in the past, but what it might lead to in the future.
What Solution Would You Recommend, and Why?
Mind's Eye Theatre players tend to be problem-solvers, and your participants may come up with options that you might not have otherwise considered. Asking them "why" also encourages them to show how their proposed solution fixes the problem and mitigates the outcome they are concerned about.
Example 1: "I'm surprised that Billie the Brujah's dark secret was revealed at the last game session. At a party last week, Brad mentioned that his character's secret was so well hidden that no one could possibly find out! Natalie — Nicki the Nosferatu's player (the one who revealed the secret) — was also at the party, and Brad thinks that she overheard the conversation and metagamed that information. If she did, that's cheating and it will hurt our game in the long run. I think that the Storytellers should make sure that Natalie's character got the information legitimately and let the players know so that this rumor does not fester."
Example 2: "At our last game session, I saw the Storytellers high-fiving each other and seeming excited after the end of combat. While I understand that they may be excited about running a seamless mass combat using the Mind's Eye Theatre rules, I feel this is an issue, because it comes across as them congratulating themselves for killing off characters. My concern is that the players of the characters who died will feel like they were targeted by the Storytellers and may not come back to game. I think that the Storytellers should reach out to those players and check in to let them know that their feelings of loss are valid, and to work with those players to build new characters, so that they can come back to game."
Advice on Receiving Feedback
We devote a lot of time and energy into building our Mind's Eye Theatre games and communities. It can hurt when we find out that something has gone wrong. Here are some tips to receive feedback from your players in a productive way:
Treat Feedback as a Gift
You have been given the opportunity to fix a problem and improve your Mind's Eye Theatre game. Doing so will build trust with your players and show that you are responsive to their needs and concerns.
Listen to Understand, Not to Respond
We can become emotionally attached to our creations, and sometimes we perceive a critique of the creation as a critique of ourselves. This feeling leads to a desire to defend ourselves and what we helped to create. If we listen to respond, then the person who is sharing feedback may become equally defensive. Focus on trying to better understand their point of view first before trying to determine a solution.
Remember that Their Emotions are Due to Personal Investment
Some of your players may feel hurt or angry about what is going on at the game. That does not mean that they are angry at you or feel that you hurt them. Acknowledge their passion and concern about your shared hobby.
Responding to the Community
You have educated your players on the ways that they can share feedback and given them a framework to do so constructively. Some may still not come forward, because they are concerned that their ideas will go into a digital "black hole." It is important to establish expectations with your players about when they can expect to receive a response, and through which channels you will communicate to them.
The First Contact
When a player reaches out to you, you ideally want to send an initial response within one to three days of that initial point of contact. The purpose of this message is to acknowledge receipt of their communication and to ask clarifying questions as needed. In some instances, you may be able to respond to your player's question or concern in a single response.
Keep your players informed about the expected response time for inquiry emails. Have this information posted in writing on your Mind's Eye Theatre game's website or in a monthly email with other game-related announcements. If you plan to be away from game-related stuff for an extended period of time, let your players know in advance or set up an "out of office" response for your Storyteller email account.
Follow-up Communications
You have multiple avenues through which to continue conversations with your players. If both of you are comfortable discussing the topic solely through email, by all means do so. Sometimes, one or both parties may find it easier to communicate verbally. In those cases, feel free to discuss the matter over the phone, by video chat, or in person. Afterwards, send a summary email to the player to recount the discussion. This practice not only ensures that both parties are on the same page, but provides documentation to prevent any "he said / she said" down the road.
Documentation is Key
Our memories are not infallible. Sometimes they can be rather selective. Also, a Mind's Eye Theatre chronicle may go through multiple Storytellers, and knowledge of past issues may help future Storytellers in managing the MET game.
There are a couple of options for documentation procedures, depending on the resources available to your Mind's Eye Theatre game. At the very minimum, consider having a dedicated email account for the Storyteller role. This tool allows you to sort messages based on topic (and perhaps issue) so that your successors will have access to past messages. If your MET game has the resources, consider developing (or purchasing) a platform to better organize this information. There are many client relationship management tools on the market — ranging from free/open-source to subscription-based — that can help you log ongoing game-related concerns and your communications with your players.
Example: Your Mind's Eye Theatre chronicle developed a communication plan in order to address player concerns. The Storytellers have a shared calendar where they list "office hours" for responding to player emails, as well as coordinating which team members attend specific community events like post-game meetups. If a player brings up an issue at an in-person event, the Storytellers are instructed to have the player email the team for documentation purposes. The shared Storyteller email account is organized so that issues pending resolution are highlighted and do not get lost in the shuffle. Your game's Player Representative uses a case-tracking system in order to log player complaints and inquiries and track the outcomes in ways that can be researched later, if needed.
Public versus Private?
One of the reasons driving the player trend to air grievances on social media is that it forces transparency. Your players have an investment in your Mind's Eye Theatre game and want to ensure that their concerns — and the concerns of their fellow participants — are acted upon. While this intention may be well meant, it can shift a MET game's dynamic from being collaborative to accusatory, putting the burden on your MET game's staff to prove that they are responsive.
Work with your players to determine what game-related issues should be brought forth to the entire MET chronicle, as well as what channels of communication should be used. Some MET chronicles send out an announcement email on a regular basis, while others limit announcements to a player assembly right before the start of game. There is no one right way to do this — figure out what works for your MET game and run with it.
Policy-related issues, such as rules changes, should be announced to your players, with written follow-up reminders in case someone missed the initial announcement. This practice gives players the opportunity to ask questions or give input both in person and online.
Disciplinary issues need not be made public to the whole Mind's Eye Theatre game. Some chronicles announce disciplinary actions in order to show that problem behaviors will not be tolerated. Others choose not to, feeling that disciplined players do not need to be humiliated by making their punishments public. However, if someone brought forward an accusation of wrongdoing against another player, it is important to let them know when the investigation is completed as well as the outcome.
Concluding Thoughts
Our players are one of our best resources for identifying ways to help improve our Mind's Eye Theatre LARPs. It is important for us to guide them to ways that they can constructively share their ideas or voice concerns. They can become our greatest detractors, but also our greatest advocates. If your players know that there are multiple ways to share feedback and that their voices will be heard, they are more likely to tell others within the MET game to use these tools.
Jessica Karels has over 15 years of experience in developing and supporting gaming communities. She held a number of global administrative positions in One World By Night (Admissions, Marketing, and Head Coordinator) before founding The Hidden Parlor in late 2015. She uses her code-geek skills to make web applications to streamline the administrative side of networked games.