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Last updated on 2024年7月10日

Your gaming platform receives criticism from a popular streamer. How will you address the online backlash?

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Imagine you've just launched a gaming platform, and it's gaining traction. Suddenly, a popular streamer broadcasts a scathing review, sparking an instant online backlash. The power of influencers in the gaming industry is undeniable, and their opinions can significantly sway public perception. As a stakeholder in your gaming platform, you're now faced with the challenge of navigating this storm and turning the tide of public opinion in your favor. How you respond to this criticism can make or break your platform's success.

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Isaac Sundsted

Director, Gaming Strategy | Platform Growth | Partnerships
Michal Rahamim Maor

?? LinkedIn Top Voice | ?? Co-Founder & COO @ Liberty Pixel | ?? $1M Raised | ?? Recruiting Talent
Kieran Holmes-Darby

Business Director @ Ear to the Ground | Co-Founder of GIANTX (formerly Excel Esports) | Forbes 30 Under 30 | Sports…

1 Acknowledge Criticism

When your gaming platform faces criticism, especially from a popular figure, it's crucial to respond promptly and thoughtfully. Acknowledging the feedback shows your community that you're listening and care about their gaming experience. Start by issuing a public statement recognizing the streamer's concerns and expressing your commitment to addressing any valid issues. This approach not only helps to defuse immediate tensions but also sets a constructive tone for the discussions that follow.

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Isaac Sundsted

Director, Gaming Strategy | Platform Growth | Partnerships
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Literally talk to them on stream. Authenticity begets authenticity. The community will call them out if they turn it into a hit piece. If you want extra coverage, invite other streamers to the conversation.

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Michal Rahamim Maor

?? LinkedIn Top Voice | ?? Co-Founder & COO @ Liberty Pixel | ?? $1M Raised | ?? Recruiting Talent
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Never escalate things, keep it calm and cool, if you know your company way, ignore the criticism. Sometimes it's the best course of action, eventually it will slowly die on its own like yesterday's newspaper.

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Kieran Holmes-Darby

Business Director @ Ear to the Ground | Co-Founder of GIANTX (formerly Excel Esports) | Forbes 30 Under 30 | Sports Industry NextGen Leader | Ambassador at SpecialEffect
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You can't control how key voices in the community will react to certain game updates. However, you can control how you react to that. Ignoring the criticism might be your PR agency's preferred course of action. If that is the case, proceed with caution, consistent disregard for community feedback could leave your game and brand very disconnected with your most important stakeholder. Engaging with these key community voices and taking the time to explain changes, or better yet, adapt changes if it makes sense to do so, will build more long-term loyalty than any brand campaign could.

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2 Engage Community

Turning a critical situation into a positive one involves engaging with your community directly. Use your platform's forums, social media channels, and other communication tools to open a dialogue with users. Encourage them to share their own experiences and suggestions for improvement. This inclusive approach demonstrates your dedication to creating a user-centric gaming environment and can often lead to valuable insights on how to enhance your platform.

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3 Implement Changes

Once you've gathered feedback, it's time to act. Evaluate the criticism and decide which aspects can be addressed through updates or changes to your platform. Be transparent about the steps you're taking and provide a timeline for when users can expect to see improvements. Implementing changes based on user feedback not only resolves current issues but also reinforces the message that your platform evolves in response to its community's needs.

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4 Communicate Progress

As you work on improvements, keep the community updated on your progress. Regular communication about the changes being made and the reasoning behind them helps maintain trust with your users. It's important to balance transparency with the understanding that not all feedback can be acted upon immediately. Providing clear explanations for your decisions will help manage expectations and sustain community support.

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Garry Sands

Co-Founder @World of Turnips | Driving Business Continuity & Gaming | 14+ Years in Big Tech, Program Delivery, and Cross-Functional Team Leadership | Apple Alumni | Executive MBA
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Transparency and timely updates help mitigate negative perceptions and restore trust. Start by acknowledging the criticism and expressing a commitment to resolving the issues raised. Provide clear, honest information about the steps being taken to address the problems and improve the platform. Engaging directly with the streamer and the broader community shows that you value their feedback and are actively working to improve their experience. When communicating progress, you demonstrate accountability and dedication to quality, turning a negative situation into an opportunity to build stronger, more positive relationships with your user base.

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5 Monitor Feedback

After implementing changes, continue to monitor user feedback closely. This ongoing process allows you to gauge the effectiveness of the adjustments and understand if further action is needed. Use metrics, user surveys, and direct communication to assess satisfaction levels. Monitoring feedback is an essential part of maintaining a positive relationship with your users and ensuring the long-term success of your platform.

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6 Offer Support

Finally, make sure to offer robust support to assist users who may still be encountering issues or have concerns about the platform. A dedicated support team can address individual problems and guide users through any new features or changes made. Offering exceptional support not only helps resolve specific user issues but also contributes to a positive overall perception of your platform's commitment to its user base.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Your gaming platform receives criticism from a popular streamer. How will you address the online backlash?

1

2

3

4

5

6

7

1 Acknowledge Criticism

2 Engage Community

3 Implement Changes

4 Communicate Progress

5 Monitor Feedback

6 Offer Support

7 Here’s what else to consider

Gaming Industry

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Your gaming platform receives criticism from a popular streamer. How will you address the online backlash?

1

2

3

4

5

6

7

1 Acknowledge Criticism

2 Engage Community

3 Implement Changes

4 Communicate Progress

5 Monitor Feedback

6 Offer Support

7 Here’s what else to consider

Gaming Industry

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