As a career support person, I wanted to take a few minutes out of my lunch break today to mention that the support posts on the @BungieHelp Twitter account yesterday were really good and an example of How I Would Have Done It that sadly, I don’t see very often.

For the unaware, Destiny 2 has a “weekly reset” cadence, where every Tuesday at a specific time, certain cycles in the game reset intentionally and events tend to come and go. (There is also a smaller daily reset.) Patches always coincide with this reset time, and yesterday’s reset included the 2.7.1 update.

There was a bit of a problem with the update.

The problem was discovered within 30 minutes of the patch distribution and service availability, and 35 minutes after that, Bungie took the entire game down to prevent further problems from happening.

The very next tweet was one hour later, and contained the following information:

Let’s talk about why this tweet is good stuff from a support standpoint. It runs what is essentially the Support Playbook in my opinion. It:

  • States the current status or progress of the issue (“we think we’ve found it; give us a bit”),
  • Gives a general forecast for what to expect (“game’s going to be down for a while as we figure out how to fix it”), and
  • Provides a timeline for follow-up information (“we’ll talk to you again in about an hour”).

True to their word, Bungie continued to update players on a regular cadence:

Each one of these tweets follows the same pattern, which is IMO essential to a good support interaction, whether over Twitter or another medium such as email or ticketing systems:

  • State the problem
  • Give an update on progress if possible
  • Tell the client/customer when they will hear from you next
  • Execute on what you have promised

This is actually quite difficult to do on Twitter effectively due to the character limit.

The full solution for the problem was detailed in the next update:

And then this update doesn’t promise a further update, as the problem is identified and the fix is underway, with an ETA for service resumption—and presumably, everyone is heads-down planning for the eventual response that will be needed when everything is back up:

There was a follow-up tweet when the service was brought back online, which ended up being less than 20 minutes later than their initial estimate. Pretty good. :)

The icing on the cake, though, is this tweet, which is pretty fantastic:

It’s a super-concise list of exactly how the rollback affects players and what they can expect when they log back in. (“Silver” is the paid microtransaction currency in Destiny 2.)

If you work in support, take a look at your own interactions and look for these patterns. Are you informing clients or customers in a timely fashion, giving them information as available and verified, and providing estimates for when they will hear from you next? If not, consider updating your handbook or processes for support interactions in an emergency response or disaster recovery situation.

Kudos to the Bungie player support team for this series of interactions; I was quite impressed to see them throughout the afternoon and evening, and remarked as such to friends as the situation was going on. I can only imagine what the disaster recovery process was like behind-the-scenes, but it appears to have been very effective, as at least in my estimation, the speed of this issue ID and data recovery operation was impressive for what I can only assume is a very large database.

Hey, friends!

A couple of things I love are going to join forces in a Twitch stream this upcoming Tuesday, starting around noon Central time and extending until Whenever I Feel Like Stopping:

  • With Extra Life weekend coming up in a few months, I thought it a good idea to do some early fundraising and get the ball rolling
  • Destiny 2: Forsaken launches around that time and I’ve taken some time off to play through it right away with my son, live on stream

I would love it if you would stop by and support the stream! Load it up, hang out, chat a bit, and if you feel generous, donate to my Extra Life campaign for this year. All proceeds donated via my Extra Life page go directly to local children’s hospitals and are tax-deductible.

Watch us run through the story of Destiny 2: Forsaken, experience the new Gambit game mode new to the franchise, or just stop by and chat neat-o Destiny stuff with us while we explore!

If you can’t attend directly, if you would tell your friends and families we’re doing such a thing, it would be greatly appreciated. More eyes on what we are doing means more possible donations to help sick kids in the St. Louis area.

Here are the important links for the event:

Thank you so much for your consideration!

Video game nerdery ahead.

It's pretty safe to say the 1.1.4 update coming to Destiny 2 tomorrow is a big deal. It's an attempt to respond to criticisms of the game's shortcomings when it comes to the gameplay tuning, pretty much across the board—and it took Bungie over six months from launch to get to.

Lots of people are looking to this patch to reinvigorate some of the game and bring some excitement back to both PvE and PvP modes. It's been termed the "Go Fast" update, because it has tweaks to player movement, ability recharge rates, and some gunplay bits.

The notes won't drop until tomorrow, but I want to take a few to talk about patch notes and what makes for good game patch notes. At least so far, Bungie hasn't provided good patch notes for a game that a lot of hardcore players study down to specific numbers. In fact, just today, one day before the update, the main subreddit for the game has been publishing or republishing a lot of numbers, like these:

These posts have very specific numbers that are based on measurements being taken by players that have no access to the underlying math of the game—they are all based on observation. There's a post like this probably every week somewhere, detailing something and including numbers to show the work.

They shouldn't have to do this all over again; post-patch, the patch notes should give them all the information they need. I'll explain. Bungie's patch notes have previously looked like this (and yes, this is a bit cherry-picked, but it's representative and is from this update):

  • Increased the base damage and reduced the precision modifier of Precision Auto Rifles
  • Slightly reduced the aim deflection of High-Caliber Rounds on Auto Rifles and Scout Rifles
  • Reduced the effectiveness of Aim Assist at higher ranges on Scout Rifles
  • Reduced severity of recoil on Hakke High-Impact Auto Rifles
  • Hand Cannon accuracy recovery now scales with rate of fire
  • Improved base Aim Assist on aggressive Hand Cannons
  • Slightly increased the rate of fire time between bursts on all Omolon Sidearms
  • Slightly increased impact damage on lightweight single-shot Grenade Launchers

These aren't good patch notes. They leave me with tons of unanswered questions.

How much more damage will my Precision Auto Rifle do now? Why are you making it less precise, and how? High-Caliber rounds deflected aim before? What do you mean, and how is that changing? How much is "slightly," and does that mean roughly the same across the various notes, or does it stand for a range of values?

Almost everything in these notes is pretty vague.

Good patch notes should:

  • Tell you what changed.
  • Tell you how much and in what direction.

Great patch notes will also:

  • Tell you why something was changed.

The best example of this is almost certainly Killer Instinct. KI had the best patch notes of any game I have ever seen, followed pretty closely by Diablo III. Here's a great example of KI patch notes that accomplish this:

Fulgore:

  • [Fulgore has been pretty difficult to balance. We’ve adjusted his rushdown, his zoning, and his instinct during Season 3 and he is still an extremely powerful character, which shows how tricky it is to find the sweet spot for him. Now that the dust has settled a bit, the team feels confident that Fulgore now has the weaknesses we intended him to have, but on the journey to this spot, we went a little far in a few areas. These buffs will not send Fulgore over the top again, but should help with some small quality of life aspects of his game.]
  • Raised Energy Bolt damage by 42% (from 7 to 10) [This gives him more zoning damage and more damage on his Energy Bolt into Teleport mixups]
  • Raised Light Cyber Uppercut damage 33% (from 15 to 20)
  • Raised Medium Cyber Uppercut damage 16% (from 12 to 14) [Usually, you’d expect the heavy version of a move to do the most damage, but in this case we wanted the reverse. The benefit of the light uppercut is the highest damage and most invulnerability, while the benefit of the heavy version is more potential damage left behind and multiple hits.]
  • Light and Medium Eye Lasers can now be Pip Cancelled into Energy Bolts. Heavy Eye Beam still cannot be. [This is a big buff to pip cancels and these versions of Eye Lasers, and as a result, his instinct mode as well.]
  • The minimum reactor spin speed has been increased slightly. It now takes about 10 seconds at the lowest speed to build one pip, instead of 12.5 seconds. [Fulgore’s weakness should be the odd way in which he gains meter. The old instinct mode gave him so much free meter per game that this weakness didn’t matter. Now that we have things functioning the way we want, we feel his default ‘slow’ meter gain is just a hair too low. Over the course of an average match, this should result in 3 to 5 more pips than you used to get.]

For real: these notes are amazing. Fulgore was a special case in that specific update, but these notes accomplish everything they should:

  • They tell you exactly what changed, and don't leave anything out.
  • They give you exact numbers for the changes, so there's no guesswork as to the extent of the changes.
  • They tell you why things were changed and what the intentions of the development team were when they made the change.

Look through the rest of that patch's notes, and you'll see more of the same. Specific, well-documented patch notes that indicate not only the exact changes made to the game, but the thought process behind them.

And look: I know these are two different game genres. One is a 2D fighting game with a limited amount of movement on a plane, and the other is a 3D first-person shooter with lots of complicated environmental and player-vs-player interactions to keep in mind.

But when you get down to it, it's still adjusting math and systems. This information is available to someone, somewhere. (If it's not available internally, there are other problems afoot.) And this goes not just for Destiny 2, but all games: please don't use vague terminology when you patch your games. (Capcom with SFV is another notable offender here.) Tell your players what you are changing, whether it was a bug you fixed or is a new adjustment, and why you are making the change and what you hope to accomplish with it.

They'll most likely appreciate it.

I find myself hitting the screen capture button fairly often in this game, which is kind of nice. It gives me a record of what I’ve been doing and the things I’ve been messing with in the game.

My son and I are still playing together almost nightly, and it’s been a lot of fun. And we recently joined SafeGamers, giving us some groups we can play with who are respectful of our time and of us—a welcome change from a lot of online gaming experiences.

I’ve managed my first Destiny series raid, and cleared it a few times since then. I expect fewer screenshots next month, if only because I’m exhausting a lot of the content in the game prior to the first DLC release coming this December. (And I included the Legacy screenshots, which showcase some pretty neat art from various experiences I completed in the first game. I’m hoping my next Legacy is much more complete.)

Also, I’m aware there are some resolution problems with the carousel for these images; if you want to see the (much sharper) originals, use the button that appears when you are browsing the images in carousel.

I have a lot to say about Destiny 2, and keep meaning to write about it, but for now, I thought I would post a little gallery of the screenshots I’ve taken over the first month of the game, especially as I’ve been playing through it with my son and it’s become family time. :)

Bungie:

Prior to the holiday break we mentioned a second, larger update slated for Spring. That content release will feature a significant Light increase, a bunch of new gear to earn and equip, and new challenges for PvE players seeking some more fun experiences and replayability.

Beyond that, the team is focused on delivering a large expansion later this year, and a full Destiny sequel in 2017.

Make up your minds.

Expansions or no expansions? You have made a technically proficient game that appears to be planned completely at random.

The crazy that is Destiny continues, via Kotaku:

Today’s revelation: the weekly heroic strike will soon turn into a “matchmade” activity—in other words, players will be forced into matchmaking whenever they start it with a fireteam of less than three people. No more soloing or running the weekly heroic with a single other friend—you’ll now be stuck in a team of three based on Destiny‘s matchmaking algorithms, like you are whenever you try to run a regular-level strike.

Is it that hard to implement an LFG functionality at this point?