This is a good State of the Game: no "look how much we
did get done," just straight to the point. But Paragon Studios spoiled me, back in the day, so there's something missing from each of those items that I really miss: any kind of specificity as to which ones are higher priority than the others, whether they're actively being worked on right now or just on the list to be worked on when time permits, and which (if any) of them we're going to see fixed in the next month or couple of months.
Worst thing they could have done, and fortunately didn't: "Look at all the good things we did do!"
They also didn't do this, which would have been almost as bad: "We agree there are (unspecified) problems with the game, but look at all the good things we did do!"
What they did do, which is good but isn't great: "Here's a list of very specific problems we acknowledge."
What they could have done that would have been better: "Here's a list of very specific problems we acknowledge. In particular, you should see some improvement on this one problem, the highest priority problem, in the next (short unit of time)."
What a much better community manager and game director would have done, for each of the problems acknowledged: "We understand that (fill in the blank) is a problem, because of (good summary of player complaints). Here's where we stand with it:" followed by one of the following:
- "... and we have a team working on it, and a possible solution. If that solution holds up, you should see it on the test server in (very short unit of time)." or
- "... and it's our top-priority problem. It needs work from the (fill in the blank) team(s), who are currently working on something else, but this will be the next thing they tackle. We should have more details for you by (relatively short unit of time)." or
- "... and it's on the to-do list. But there are enough things above it on the list that, unfortunately, we can't give you any idea when it'll get done. We'll tell you more when we know more, sorry." or
- "... but we haven't made up our minds, yet, what to do about it. We'll keep discussing it with you on the forums, but until we decide how we're going to fix it, we can't even start on fixing it. Sorry!"
If one of your customers has a problem with your product, you are not doing them
or yourself any favors by being vague about when, if ever, it's going to get fixed. If you try to just keep being vague and hoping that they don't leave before you get it fixed, then they're going to keep hoping that it'll be fixed in the next couple of days (or whatever) and every couple of days they're just going to get more disappointed and angrier. Be specific. They may not like what they hear, but at least they'll know what to expect.