CM? CS? GM? PM? What??
abbreviations CM, CS, GM, PM are widely spread in Tibia and in our
office, too. We use them in our communication among each other, and also
publicly. But what do they stand for? What do they mean and who do they
Let us start with PM, this is the easiest one to
explain. PMs are product managers. They are basically the decision
makers, apart from the managing directors, who you might know under the
names Guido, Stephan, Durin and Steve. For Tibia, the PMs are Craban and
The next abbreviation, GM, has quite a historic connotation
in Tibia. Probably everybody knows that GM stands for gamemaster. The
term gamemaster, however, is not very clear. Players often use this term
to refer to the former voluntary helpers, who were indeed the real
gamemasters. That term is also often used, though, by players to refer
to CipSoft employees, be it customer support members, or community
The real gamemasters, the voluntary helpers, were recruited
from the community, and supervised and monitored by CipSoft employees.
They were patrolling the game worlds ingame, keeping their eyes out for
rule violators, and assisted players in conflicts whenever possible.
first employees of CipSoft also joined the crew of voluntary
gamemasters with ingame gamemaster characters, besides their other
tasks. Ingame characters of gamemasters were marked with a "GM" in front
of the character name, which might be one of the reasons why that
abbreviation is the one most widely spread to refer to anybody who could
help with a problem.
At the end of August 2010, the era of volunteer
gamemasters came to an end, and the only GMs that you might come across
today ingame are paid employees of CipSoft, who work in the customer
support team. And actually, only the employees who have been working for
CipSoft for quite a while already are still in possession of the
abbreviation "GM" in front of their character names. If an employee, no
matter at which department he works, creates an official CipSoft account
for Tibia today, there will not be any abbreviation in front of any
character names any longer. So the term "gamemaster" is really a term of
Tibia's past. All existing official CipSoft accounts can be seen at
September 2008, a new department was formed in CipSoft. The
. From this point on, it was internally distinguished
between customer support (CS) and community management (CM), and the
working fields were divided among these two departments.What do you expect from a CM?
interesting fact that we learned from your feedback in the feedback
form What do you expect from CMs? is that many players do not
differentiate between CS and CM. In this particular feedback form, we
wanted to know what you, our players, would expect from a community
manager. We read all your feedback entries, and categorised them. An
overview over these categories and the percentage of feedback entries
that related to each category can be seen in the picture below.
you can see, the largest part of the feedback referred to customer
support and in particular, the rule enforcement. The most frequent
comments referred to the lack of a form of ingame rule enforcement,
somebody who you can turn to ingame in case you come across a problem.
The most frustrating situation in which you would wish for an ingame
rule enforcement is when you come across a player who is using a bot and
occupying a spawn and killing all the monsters. Now this feedback did
not really come as a surprise.
Other situations that were mentioned
in which you wish for help ingame concern power abuse issues, and other
unfair behavior of other players like luring and thieving.
somebody ingame to talk to is not only important for rule enforcement
or conflict situations, though. Many players also told us that they
would like to see more events and contests, also a better support for
ingame events created by players and somebody who would simply log in
from time to time for a chat. These fields actually do concern the
community management of CipSoft. We will, of course, keep this feedback
in our minds to try to find a way to offer you something more in that
direction. However, addressing this will be difficult, for the mere fact
that there are 77 game worlds we would have to attend to at the same
time, and we are only three community managers.
The third top
category of your feedback referred to collecting feedback and working
with proposals. This process, collecting and evaluating feedback, is
actually the main focus of a community manager's daily work at CipSoft.
participants of the feedback form also asked for an improvement of our
work regarding proposals. And we are happy to say that this is already
on our to do list and you will see some changes on the proposal board,
soon. Unfortunately, joining player discussions about a proposal, as
some of you suggested, will not be possible, but a better way of
informing you about the status of your proposal is planned.
several players have asked for, concerning the feedback process, is to
receive more information on what happens with the feedback. You not only
wish for information on what will be decided, but also information on
how the developers reacted, for example. We will also try to keep this
in mind when communicating about feedback, however, this will not be
possible in each and every situation.
All in all, concerning feedback
and proposals, we will keep in mind to try to return more feedback to
you, feedback about what happens internally. Many of you defined
correctly in the feedback form that a community manager is a link
between CipSoft and the community, we community managers are your voice
within CipSoft, and we are also the voice of CipSoft, when it comes to
communicating back to you. It is understandable that some of you are
kind of fed up with the sentence "thank you for your feedback, we have
forwarded it" and that you would like to receive further information
about what follows. We try to communicate as much as we can, however, we
often face the situation that we do not have much to share back in a
timely manner, since some things are put up for discussion, a discussion
that will take place at a much later point in time.
a closing comment to the feedback form, we would like to say thank you
to everybody who participated and submitted feedback. There were many
valuable comments that we can use to improve our work.
have written a lot about the customer support and the community
management departments, without saying in detail what each of them is
responsible for. We are aware of the fact that a customer with a
concern, problem or request simply wants a competent dialogue partner
and that it does not really matter which department that person is
actually working for. It is merely important that there is somebody who
can solve your problem, will listen to your feedback, or answer your
question, or assist you in any other matter that you might need
assistance with in Tibia. However, knowing who is responsible for what
might also help you choosing the right way of addressing a matter, which
might ease the working process and provide a quicker result for you.
departments, customer support and community management, work in the
field of customer relations, however, the support team focusses more on
single player problems or questions, while the community management team
is focused on communication addressed to a broader audience. In detail,
this means:Customer Support
Our customer support
team can be contacted in case you have a problem or a question. This can
very easily be done via sending an email to firstname.lastname@example.org, or in
case of a billing question, to email@example.com.
You can also
sometimes find answers from customer support members on the public
support boards, for example, the billing support board or the technical
support board. However, these boards are mainly monitored by tutors who
do a great job answering questions from other players there. The support
team conversely answers questions that tutors come across and cannot
answer themselves on the Tutor Main board, to which all tutors have
Further, our customer support team also handles the rule
enforcement, like board reports, statement reports, and name reports
that you submit.
A word that describes the work of the customer support team best is the word help
community management department mainly collects, evaluates and forwards
feedback, including proposals. This is done through polls, feedback
forms, our forums, as well as the forums on supported and promoted
We inform with news, newstickers, featured articles, posts in the auditorum and via facebook.
also support ingame events organised by supported and promoted
fansites, and offer a form of support for ingame events with the public
event board. Also, we organise contests ourselves from time to time.
The coordination of fansites is also a task in the community management department.
Words that describe the community management best are: information, feedback and events
know that abbreviations, even though they are often used, are just as
often confusing, and not known by everybody. We hope that with this
article, we were able to shed some light on what we refer to when we use
the above mentioned ones.
Thanks for your feedback!
Yours Community ManagersTibia.com