Feb 28, 2011

The Dark Knight

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One of the really interesting presentations at the PAC was given by the Zynga Director of Security Operations. It doesn't get higher than him and if he knows who you are, it's not a good thing. He is known as the Dark Knight and nothing gets past him. The Dark Knight wasn't there to scare us but to reiterate common sense. If you're doing something wrong that exploits the game to feed into the virtual black market, you should be worried. The Zynga Security Team knows what to look for and nobody is fooling them.  If your account is flagged for whatever reason, it will be fairly reviewed before a decision is made.

Virtual Economies exist in any game that enables one player to give something to another. Massively Multi Player Online Role-Playing Games (MMORPG's) have the the largest virtual economies and set the stage for black markets (1). It's interesting that the virtual black market parallels the illegal drug business model and is quite predictable.  For a better look at what can happen to those who cross the Dark Knight, read these  fascinating articles on BBC News and Technolog on msnbc.com. A banned account is the least of Ashley Mitchell's worries!  
If you want to report a player for any type of exploiting or profiting from the game, you can do so anonymously at INSIDERTIP@MafiaWars.com.

Article written by Jennifer Patterson, Creator of the MW Loot Lady Blog, The Mafia Wars Loot Lady Facebook Fan Page and Co-Host of The Informant Podcast.
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1 Free Health Point

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Sorry I've missed the last 2 points! Hopefully you checked in on Mafia Wars Loot Lady Fan Page because Leonard posted them for you.

Article written by Jennifer Patterson, Creator of the MW Loot Lady Blog, The Mafia Wars Loot Lady Facebook Fan Page and Co-Host of The Informant Podcast.
All material is protected by copyright law

Feedback That Gets Results

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The following post was created from a combination of the presentations that Jill, Community Manager, and Wesley, Customer Support Manager, gave at the Player Advisory Committee.
Before you can fully understand how the feedback loop at Zynga works, it's important to know the basics of groups within our community.  There are two main channels of communication and knowing when and how to use each one will help you provide feedback that gets results.  All communities can be broken down into groups.  The Macrogroup is the community as a whole and represents who we are. In this case, we are all Mafia Wars players. Mesogroups are how we identify ourselves within the community. Fighters and traders are an example of two identifiable Mesogroups.  Smaller groups that exist within the mesogroup are known as Microgroups and examples of these would be a specific clan or trading site. Further breakdown ends with you the individual player.  

The feedback loop is the core of how we communicate with Zynga. We the players can deliver our issues to Community Management or the Customer Support Teams. They in turn report our issues to the teams responsible for the game itself. These include the Production, Design and Development Teams. Once issues are resolved or have status updates, the game teams report back.
Knowing which venue to take for your particular issue will save you and Zynga time.  Forums represents the Community and are public, shared and archived. Customer Support represents the individual and are private and not shared. Contacting Customer Support when your account encounters a Mission bug will work because they can help you complete the Mission.  Addressing this issue on the Community Forums would result in someone recommending that you contact Customer Support. Asking Customer Support to increase the Fight Loot drop rate would have no immediate effect. 1,000 players replying to a discussion thread on the forums would probably get noticed and reported to the team.  There can be overlap so it's not always a either/or situation.
Once you decide which path to take your issue(s), it's time to review how to present them.  In order to explain your issue it's important to focus and make sure that you are being objective. Subjective explanations are generalized and emotional.  They won't help to get your problem solved. Objective explanations are the way to go because they provide facts without all the extra fluff. Lets take the same issue and present it subjectively and objectively.  Try to guess which player will get better results because he provided better feedback.

Subjective Sam:
Mafia Wars blows.  I'm so mad that I'm going to quit. I've been playing for two years and nothing ever works. How do you guys expect us to finish a Mission when you can't even do what's required because it's broken. This game used to be great and now it sucks.  My entire clan said they would quit too if you don't fix my issue. 

Objective Ollie:
I'm unable to declare a war which is a required task for the Mission Pawnshop Is Open Late. When I attempt to perform the task, I get a message that the war feature is currently unavailable.  Please refer to the screenshot below which was taken today at 8pm PST
 
The Customer Support page is designed so the player can search for answers to his or her questions. Knowledge Based articles (KB's) are posted and updated frequently. If you don't find the answer to your question, it's time to create a Customer Support ticket.
Tickets can be created by e-mail or by the Live Chat feature. You will find both options on the far right of the Customer Support pages. Live Chat will appear when 2 things happen. An agent needs to be present and the queue needs to have vacant spots in it. If you don't see the Live Chat icon, you can try again at a later time or refresh the page. It's best to go to the Customer Support page through your Mafia Wars account rather than a direct link. If you or the agent are not available for a Live Chat session, sending an e-mail will also create a Support Ticket.  For detailed instructions on doing this, go HERE.  Remember Customer Support should be utilized for technical issues and not general game information. General information can be found in the KB's and on the Zynga Forum Boards as well as many of the community driven fan pages and websites.
Always save your e-mails once a ticket number is generated. This will help both you and Customer Support if the issue needs to be readdressed. Find your ticket number with the reply e-mail that is generated once you submit your e-mail. Remember to be objective for faster results.
There are a few other options to provide feedback to Zynga.

http://getsatisfaction.com/mafia_wars  Get Satisfaction was launched in November and it evolving at a nice pace. It's similar to the Forums in that it is a public setting.  It's a great resource as it has more versatile search options. It's also monitored by the Forum Moderators and Zynga employees. I'll go more into detail on this site in a future post.

feedback@mafiawars.com is a e-mail address that players can utilize to represent a voice within the community on issues that certain groups may experience. It can also be used to let Customer Support know if the KB's need to be corrected or updated.

Article written by Jennifer Patterson, Creator of the MW Loot Lady Blog, The Mafia Wars Loot Lady Facebook Fan Page and Co-Host of The Informant Podcast.
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Images From The PAC

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I'm back home from The Player Advisory Committee and now it's time to get back to work. I thank my guest bloggers for giving you something to read this weekend and I'll do my best to capture what exactly happened while I was away. The number one question I've been asked is what was the purpose of this event. I believe this answer still needs to be defined.  I do know that Zynga took this event very seriously and a lot of organization and time was put into it. The players who attended also took it seriously and we worked for over 10 hours on Saturday. We listened to what Zynga wanted to tell us and they listened to us. I was amazed at how well the players all worked together and got along.  Every single person who was there was special and brought something unique to the table. The weekend also had a social aspect to it which I feel was important to the main goal of the PAC. We plan to work as a team while representing the Mafia Wars community as we walk through the door that Zynga has opened to us. Here are some images from this weekend and look for a series of posts during the next few days that will be more in-depth of what was addressed this past weekend.
The first player that I got to meet was Jana Gucci, one of my co-hosts on the Informant Podcast.  We met early at the airport and had time to do a little sight seeing.
Some players weren't so lucky and had horrible airport problems due to weather and "broken" planes. Bill was one of the last to arrive but made the best of his situation.
Once more players started arriving at the hotel we partied like rock stars in the hotel lobby which became the hot spot of the weekend.  Really, what did you expect?
Nate from Zynga greeted us in the lobby and we went to dinner at a restaurant called Gulliver's.
Some don't like to have their picture taken while they are eating!
After dinner, the partying continued into the wee hours of the morning.
Saturday was the big day and there was much anticipation and excitement on the bus ride over to Zynga Headquarters. Pistol Pete could not wipe the smile off his face and professed he hadn't been this excited since he was a kid during Christmas Eve.
Once the troops were off the bus, it was time to see Zyngaland.
We filled out our name tags and waited the grand tour.  Most were class clowns and couldn't resist an opportunity to have some fun with the name tags.
For security purposes, we were not allowed to enter any of the Studios within the Headquarters building. Nate did the best he could to show us around anyways.
From the Headquarters building, we walked over to the building that is across the street and it was a cool break/lunch/conference area. This would be our home for the next 8 hours.  We had a very structured day of classes and workshops and learned a lot about Zynga. I liked the lecture room because it had couches and bean bag chairs and was really comfortable. There was also all the food and drinks we could ever want. I found out that this is where all the Zynga employees eat lunch everyday and nobody goes hungry.  We had classes in the areas of feedback, security, communication, upcoming features, game additions and a workshop called design a feature where 7 groups were formed and each one got to create a feature and present it to Zynga. I'll address all of these issues in future posts.
When the formal part was finished, we had dinner and posed for a group photo. It wasn't as easy as you would think. After 15 minutes of getting it just right, 3 stragglers emerged from outside and we had to start all over!
It was back to the hotel and the real partying started! Of course this entailed everyone hanging out in the lobby with their electronic devices. We even taped the next episode of the Informant Podcast and a good time was had by all.
Here is a picture we never thought would be possible.  All 5 of us were in the same room instead of 5 different states like we usually are.
The next day we all flew home with the memories and hopes of what will come for our game and the player/Zynga relationship.

Thanks to all the PAC members who took lots of pictures. There are many more.  If you want to see more, please comment and I'll make more posts like this one. I also ask that you provide constructive input rather than criticism if you are one of those who like to comment under anonymous profiles and say bad things about me, the other PAC members and Zynga.

Article written by Jennifer Patterson, Creator of the MW Loot Lady Blog, The Mafia Wars Loot Lady Facebook Fan Page and Co-Host of The Informant Podcast.
All material is protected by copyright law

Feb 26, 2011

Player Advisory Committee

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The Players Advisory Committee was a great success on the front end. I will have much more to say when I have time to post more. The Community Management Team put together a great schedule jam packed with classes and instructions on providing feedback that gets results, security issues, support issues and feature workshops. I will have much more to say on each topic in the coming posts and hope you the community will help to make the Player Advisory Committee a continued success.
Here we all are after a ten hour day of training! It was a pleasure to meet so many of my fellow Mafia Wars players.


Article written by Jennifer Patterson, Creator of the MW Loot Lady Blog, The Mafia Wars Loot Lady Facebook Fan Page and Co-Host of The Informant Podcast.
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Ancient Relics: Inca Mask

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The Pack Hunter, is the third and final gift in the Ancient Relics Event, which is unlocked today. Here is a better look from the free gifts page. You can also find them on the Link-a-Nator and Get-a-Nator by Team Spockholm. The Pack Hunter is the mastery item. I think we'll need it to transport our Ancient Relics back to our mafia empire. Here are the stats of the 3 different mastery levels. Once you have collected all items you can then go to your home page and collect the Mastery Item Leopard Tooth. Although I'd rather have a terrifying leopard I think it will do. It has great stats. As always you can remaster the event to get a grand total of 3 Gecko's, Eviscerator Boots, Pack Hunters and Leopard Tooths.

Article written by Mazdafreak, Admin of the Mafia Wars Wiki, The Mafia Wars Wiki Facebook Fan Page

How To Get To Zynga CS - Live Chat

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Lately there are some of bugs appearing in our Mafia Wars game. Please scroll down to see my blog posts about it.
We need Zynga Customer Support to help us with these issues, whether to let us accepting our Free Gifts back, helping on war, etc etc..

Submitting a ticket seems to be a long way to get response back! I have sent mine but no reply although I have waited for more than 48 hours.
Smiley


The fast and easy way to to contact Zynga Customer Support via Live Chat! But they don't show all the time on Support page..

I have made one article about Customer Live Chat around 6 months ago here! But now there is another way to make sure that you can find them on Live Chat.



To check on the tips on how to get the Live Chat with Zynga Customer Support agent, please check it here : How To Get To Zynga CS - Live Chat.

I follow the steps and able to have the Live Chat in few minutes.
Good luck! Smiley

Article written by Ade,
Creator of the Mafia Wars Maniac Blog and The Mafia Wars Maniac Facebook Fan Page.
All material is protected by copyright law

Feb 25, 2011

Cuba in Crisis Mission Event 411 and FAQ - Updated

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Jennifer have posted this article from Zynga Support page about Cuba In Crisis Mission 411 here, now I will post an update on this article :


Cuba in Crisis Mission Event 411 and FAQ
Updated 02/25/2011 02:39 PM

Cuba in Crisis - Mission Event

***Important Notice*** The mafia development team is aware of a problem that is preventing users from gaining access to the Cuba in Crisis Mission. At this moment the Zynga Support Team does not have a workaround to this particular however a fix to this problem will be introduced shortly. Thank you for your understanding while this problem is addressed.


I don't hear that any player have problem with gaining access to this Mission, but I have posted all bugs regarding the Mission! Some of friends have posted theirs problems on the Comment section too!
Can not Declare a War, can not send or accept gifts including Mission Crew, etc... And your Customer Supports are not available on chat or even reply my email regarding these issues!


And if you have problem with gifting, please read my blog post here. You can submit a ticket to Zynga Customer Support and provide them with some infos so they can address it to Developer team.
Hopefully it will make them fix the issue as soon as possible!

Whatever is happening there in Zynga land, please fix it soon! I want to finish my Mission before you close Cuba!
Thank you, Zynga team!


Article written by Ade,
Creator of the Mafia Wars Maniac Blog.
All material is protected by copyright law

Bugs Everywhere!

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We have so many bugs now on the game due to the latest Mission - Cuba in Crisis!
First, we can not help our friend on their war and also job help. Check my blog post here : Bugs On War!


Then, we can not claim or send Energy Pack. I made a blog post of it here : Energy Pack Failed!.


Some other friends can not finish their Boss Fight and have to run away.

Do the servers busy with this Mission? Or is there something hidden that we don't know yet?

Article written by Ade,
Creator of the Mafia Wars Maniac Blog.
All material is protected by copyright law