It's a struggle for all of us to filter through the feedback. Not everybody that yells is a bad person; passion is a good thing, and there is good information in the yelling. [How do you approach community feedback?]

Well, I think what's really useful, the stuff I appreciate when I read, because I look through the stuff, is when people are constructive. They're like, okay, I have the problem here. Here's what my solutions are. And in a lot of ways, I will respond to that much better than I'll respond to someone shouting over everyone else, telling them, no, this is what everyone thinks. You're wrong. The majority thinks this sucks. It needs to be this way. We're an online game. We know our metrics, right? So we take a look at it and we know very well when someone's saying, oh, yeah, everyone's like this. And we're like, well, that's not actually what the numbers show us. But it doesn't help you, right? Much better if you're saying, look... And I've seen quite a few examples, and we've changed some stuff where people have put forward good arguments. And actually sometimes there'll be good arguments out there, and sometimes people may think, oh, well, they're not listening to me. That's not true. It means that that's actually affected maybe some of the stuff that we're thinking about, but we can't change it right away because, of course, everything's planned and all the issues I just talked about. With the resources and what they're working on, because the worst thing that can happen in development is when you keep switching context. Do this, no, do this, do this, do this. And that drives developers crazy because they're like, I just want to finish one thing. So there's a lot of times where people will be making suggestions about stuff where we'll go, okay, yeah, that's actually something we want to do and we will get to. It just may not happen for six months or a year. But that is the nature. But we do value the feedback. And if it's nice and civil and constructive, it's even better.

I saw a good conversation in Spectrum a couple days ago about the virtue of one very well-constructed and thought-out post versus a thread, a petition with 'we just want this' and a bunch of people voting. It's the power of one well-thought-out and constructed post. If you can make your point, any one backer can affect...

Oh yeah, look, everyone that's on the team, they're all human beings, so to reach someone, to change someone, or to give them an idea to do something, it's much nicer if, instead of calling them an idiot or incompetent, you make suggestions and go from there, because they're more receptive to it. It's just sort of person management 101, and the same applies in forums and the internet in general. I know that there's a certain amount you just can never get away from. I kind of liken it a little to sports teams, right? I grew up in England. I'm a big football fan. And hopefully England will... I don't know, we'll see what happens in the World Cup. But it doesn't matter, after a match there'll always be: the tactics are wrong, that player was an idiot, he didn't know how to do his... That's just the nature of the beast. People are kind of venting because they have passion, and that's okay. But I am saying, if you want to affect design changes, it works much better when there's: here's the issues, here's what I think the solutions are, put forward. And even if it doesn't necessarily end up changing stuff, it does a lot of times make people think about it and consider it. And I know all our designers and everyone else that's involved in design and creative decisions, they do read our forums and other various feedback venues, and it does affect their thinking. So it's good.