The alarming rise in burnout among those dedicated to building thriving player communities is a wake-up call. We must acknowledge the tangible cost and indispensable value of these contributions while championing the well-being of those doing the work.
Note to Readers: This article contains honest discussions of the emotional toll that can accompany work in trust, safety, and player wellness. It includes mention of burnout, compassion fatigue, and moral injury. Please prioritize your own well-being while reading.
- Employees focused on trust, safety, and wellness experience significant emotional labor, often leading to burnout, compassion fatigue, and other mental health challenges.
- The crucial contributions of those prioritizing player well-being and community health are frequently undervalued, leading to feelings of isolation and frustration as well as unnecessary obstacles to their work.
- Thriving communities require a collaborative effort. All team members share the responsibility of fostering a healthy environment, and those on the front lines deserve greater recognition and support.
- Studios must actively understand the unique challenges faced by those supporting their games. Prioritizing mental health, fostering open communication, and ensuring manageable workloads are essential steps to creating a sustainable and supportive work environment.
The gaming industry’s growing focus on player well-being has led to healthier and more inclusive experiences, but this progress has come at a cost. The individuals advancing best practices and championing these changes often face significant personal sacrifices. This article delves into these often unseen or under-acknowledged struggles, exploring how we can prioritize player well-being without neglecting the well-being of those leading the charge.
Well-being is a key to helping our communities thrive and taking care of ourselves while doing so.
To the unsung heroes tirelessly building safer, more inclusive, and compassionate gaming spaces: Your dedication does not go unnoticed. We see the passion, the late nights, the difficult conversations, and the unwavering commitment to player and developer well-being. Know that your work is not only making a difference in the lives of many every day, it is also inspiring a transformative shift in the entire games industry. You are not alone on this journey; we stand with you, united in our pursuit of a brighter future for gaming.
The untold cost of player well-being
The well-being of individuals in community-related roles, such as community managers or moderators, is especially at risk. Central to creating and maintaining healthy online spaces, this work comes with unique stressors that require resilience beyond the toils of typical game development.
Engaging with communities at scale
- Harassment and abuse — Community managers, moderators, and player-support agents are often subjected to many forms of targeted harassment, abuse, and threats.
- Exposure to trauma — Moderating online spaces can lead to vicarious trauma through exposure to harassment, hate speech, violent threats, and disturbing content (e.g., CSAM, suicide discussions), profoundly impacting mental well-being.
- Navigating societal issues — Game communities are microcosms of society, where discussions on sensitive topics like social justice, politics, and mental health arise organically. This necessitates a delicate balance between respecting players’ rights to express themselves and maintaining a safe and inclusive environment for all.
- Managing volatile fandom — Dealing with passionate but sometimes unpredictable fan communities, heated debates, and online vitriol can be emotionally draining for developers, especially community managers.
- Avoiding hard conversations — Studios’ reluctance to address difficult social or political issues leaves community professionals alone to deal with the inevitable fallout within their communities, often at great personal cost.
- Bearing the brunt of backlash — Community professionals often become the target of intense criticism and personal attacks for the company’s decisions.
Systemic challenges within the workplace
- “Expendable” roles — Roles focused on player and community well-being are often undervalued and seen as expendable, leading to job insecurity and a constant need to justify themselves.
- Limited career progression — Lack of advancement opportunities in community and support roles limits their appeal for long-term career seekers, leading to high turnover and difficulty retaining experienced talent.
- Feeling powerless — Despite their deep understanding of player needs, these roles are frequently excluded from core-development processes, missing opportunities to prevent issues and collaborate effectively.
- Internal conflicts — Misalignment between departments prioritizing player well-being and those focused on profit can create conflicts, leaving individuals caught in the middle and feeling their work is undermined.
- Invisible labor — The tireless efforts to foster healthy communities and support players often go unrecognized and undervalued, leading to frustration, burnout, and hopelessness.
- Compounded stressors — The inherent pressures of game development (long hours, crunch culture, vulnerability to criticism) exacerbate the challenges faced by community and player support teams, increasing the risk of burnout, depression, isolation, and physical health problems.
Advocacy treadmill
The industry’s widespread lack of understanding surrounding the value and complexities of this work burdens those dedicated to player and community well-being with a constant need for advocacy and education, further exacerbating their workload and emotional exhaustion.
The passion paradox
Passionate individuals often go above and beyond to help players by taking on extra work outside their core responsibilities, especially when that work is not adequately accounted for over the course of development. This dedication and willingness to step up is often overlooked in traditional performance metrics, especially at larger companies. The result is a system that exploits passion while failing to provide adequate support or recognition.
A lack of awareness regarding the emotional toll of this work can also foster the misconception that it’s “easy,” or that those exceeding expectations are doing so solely out of passion rather than recognizing their critical role in filling a significant gap. This lack of understanding leaves those individuals feeling undervalued and unheard, forcing them to repeatedly advocate for the resources and support necessary to maintain their well-being and continue their essential work.
A growing crisis
The cumulative impact of these systemic issues, undervaluation, and conflict can lead to profound moral injury, burnout, and a loss of faith in the industry. The result is a tragedy: individuals struggling to escape from the cycle of burnout as well as a growing industry-wide exhaustion that is at risk of outpacing the good work that is being done.
Who is affected
While the challenges of maintaining healthy online spaces can affect anyone involved in game development, certain roles are disproportionately burdened. This burden can be especially pronounced in smaller teams where roles are often combined, leading to individual overload and the potential for unaddressed issues to escalate.
Direct player-facing roles
Individuals in these roles often face the most direct and intense exposure:
- Community managers — As the public face of the game, they interact with players, foster a positive atmosphere, and gather feedback. This exposes them to player frustration and negativity, potentially taking a significant emotional toll.
- Player-support specialists — Tasked with resolving technical issues and player complaints, including reports of harassment or harm, these individuals are frequently exposed to abusive behavior and player distress, potentially leading to vicarious trauma.
- Moderators — Responsible for maintaining safe and inclusive online spaces, moderators regularly encounter conflict, harassment, and harmful content, leading to emotional exhaustion and burnout.
- Developer advocates — These developers engage directly with players to promote the game, answer questions, and build relationships. While interactions are often positive, they can face criticism, negativity, and the pressure of being a player advocate within the development team.
Internal advocates and strategists
While not always on the front lines, these individuals play a crucial role in shaping the overall player experience:
- Designers — When prioritizing player well-being in game systems and features, designers may face pushback from other departments prioritizing monetization or aggressive timelines. This can lead to feelings of undervaluation and a sense that their expertise is not fully utilized.
- Researchers — These individuals gather data and insights to understand player behavior and inform design decisions. They can experience emotional strain from analyzing player content and may face frustration when recommendations are ignored or dismissed.
- Producers — Responsible for overseeing the entire development process, producers must balance player well-being with competing priorities like budget and timelines. This balancing act can be stressful, requiring them to advocate for player needs in the face of resistance.
- Trust and safety specialists — Tasked with addressing harassment and harmful content, these individuals face the emotional burden of dealing with sensitive issues and balancing player safety with freedom of expression.
- Internal advocates — Passionate individuals (from all roles) who champion player and community well-being often go above and beyond, but their efforts can be overlooked or discouraged due to misaligned performance metrics. This can lead to burnout and disillusionment.
Other key roles
A wide range of professionals contribute to player well-being, including mental health consultants, DEI specialists, accessibility specialists, ethics officers, policy designers, and legal counsel. Their expertise and guidance are essential for creating safe, inclusive, and enjoyable gaming experiences for all players.
Unequal burden and marginalization
These roles are disproportionately filled by individuals from marginalized backgrounds who often face increased harassment, discrimination, and emotional exhaustion due to systemic inequities. In particular, marginalized individuals in these roles may experience:
- Identity-based harm — Higher rates of harassment, discrimination, and online abuse.
- Workplace inequities — Systemic biases, microaggressions, and lack of representation in leadership positions.
- Tokenism — Feeling pressured to represent their entire community and facing heightened scrutiny.
- Limited resources — Reduced access to mentorship, support networks, and professional development opportunities.
The path forward: How you can help
Cultivating a thriving and positive community isn’t solely the responsibility of community managers, player-support teams, and social designers. It’s an ongoing, collaborative effort that necessitates the involvement and understanding of every team member, from designers and producers to marketers and executives.
A note for studio leadership: While it may feel intimidating, speaking out against hate and abuse is crucial. During Gamergate, many studios hesitated to take a stand, but those who did found that their voices had a powerful impact in protecting their communities and setting a standard for acceptable behavior. For a more in-depth discussion of the importance of standing up for people being harassed, see: Responding to GamerGate2 – Take This
Industry-wide action is needed
To ensure the long-term success and sustainability of the industry, we must redefine excellence in game development to include the vital contributions of community professionals and the proactive prioritization of player well-being.
Recognize and value the work:
- Acknowledge emotional labor is real labor — Recognize the significant emotional toll on developers, player support specialists, and community managers and implement strategies to mitigate burnout, anxiety, and depression.
- Lift up the work — Ensure the vital work of those focused on player well-being and community management is visible, recognized, and rewarded across the industry, fostering a sense of belonging and purpose.
- Make invisible work visible — Invest in sufficient staffing, training, and tools to support community and player support teams. Prioritize a culture that values mental health, encourages open communication, and recognizes the unique contributions of these roles.
Nurture a supportive environment:
- Foster a culture of support — Empower developers and community managers to prioritize self-care, offer mental health resources, promote open communication, and encourage reasonable boundaries.
- Prioritize diversity and inclusion — Actively promote diversity and inclusion in hiring and promotion practices, ensuring that marginalized voices are represented at all levels of the company and their unique perspectives are heard.
Ensure a collaborative responsibility:
- Upstream involvement — Include individuals familiar with the front lines and communities early in the game development process to gain valuable insights and ensure player well-being is considered from the outset.
- Share responsibility — Cultivate a shared understanding that building healthy communities is a collaborative effort, not solely the responsibility of community-facing roles. Provide education and resources to ensure all team members understand the challenges and contribute at all stages of development.
DEI is a powerful tool for creating more engaging games, building stronger communities, and fostering a more vibrant gaming landscape.
The role of leaders
Whether a team lead, executive, or senior role model, leaders within game development studios have a pivotal role to play in actively championing well-being and addressing systemic challenges.
Empower and support your teams:
- Resources and recognition — Ensure adequate staffing, comprehensive training, and appropriate tools for community and player support teams. Actively seek out and recognize the valuable contributions that might otherwise go unnoticed.
- Workload management — Regularly assess and balance workload distribution across team members. Be particularly attentive to marginalized individuals who may face disproportionate burdens, ensuring they are not unfairly expected to represent their entire community.
- Listen effectively — When concerns are raised or experiences are shared, prioritize understanding over immediate judgment. If you find yourself dismissing concerns quickly, you may be filtering their experiences through your own lens rather than truly listening to their perspective.
Informed advocacy and ethical leadership:
- Educate and advocate — Actively learn about the specific challenges faced by those who support players, ensuring fair distribution of labor and adequate resources.
- Lead with your values — Embed a strong foundation of values that prioritize employee well-being and demonstrate your commitment to those operationalizing these values.
- Evaluate fairly and holistically — Hold senior leaders accountable for fostering positive work environments and supporting their teams. Implement fair and comprehensive systems of accountability and recognition that value the diverse contributions of all team members, including those focused on player well-being.
- Consider the big picture — Understand how your team’s decisions can impact downstream processes, including player and community support. Reach out and collaborate.
Promote safe and inclusive environments:
- Prioritize mental health — Offer accessible and culturally appropriate mental health resources and support systems to all employees. Acknowledge the emotional demands of their roles and create a safe space for seeking help.
- Champion cultural competency — Provide training on cultural competency, unconscious bias, and the challenges faced by marginalized individuals. Encourage an inclusive workplace where everyone feels valued, respected, and heard.
- Cultivate diverse and safe teams — Build teams with diverse perspectives and experiences, ensuring representation at all levels. Actively foster psychological safety, empowering team members to speak up and share their concerns openly.
Values are the heart of game design. They influence how players experience your game and the kind of community it fosters.
Individual self-care
While systemic change is essential, it’s important for individuals to also take steps to protect their well-being within their current circumstances. Keep in mind, however, that not everyone has the same level of empowerment or agency in their workplace, and self-care strategies should be tailored to individual needs and situations.
Take care of yourself to the best of your ability:
- Prioritize your wellness — Make time for activities that nourish your physical and mental health. This could include getting enough sleep, exercising regularly, eating nutritious meals, and engaging in relaxation techniques.
- Learn boundaries — Understand your limits and what you are willing to handle, both professionally and personally. Identify potential triggers or situations that may negatively impact your well-being and take steps to protect yourself.
- Seek support — Don’t hesitate to reach out to colleagues, friends, family, or mental health professionals for guidance and emotional support. Sharing your experiences and seeking help can be invaluable for managing stress and navigating challenges.
- Develop coping mechanisms — Learn and practice stress-management techniques and mindfulness practices to better navigate the demands of your role.
Advocating for yourself and others:
- Make your work visible — When possible, share your experiences and insights with colleagues and decision-makers who may not be directly involved in community-related roles. Help them understand the emotional labor and challenges involved in your work.
- Communicate openly — When appropriate, voice your concerns about workload, burnout, or lack of support. Offer suggestions for improvement and advocate for changes that could benefit both you and your colleagues.
Understand the unique nature of burnout in the context of values-driven work, prioritize self-care, and find the right support.
The power of community
The nature of these challenges can make this work feel exceptionally lonely at times. Connecting with others in similar roles, through peer-support networks and knowledge-sharing platforms like the Thriving in Games Group (formerly the Fair Play Alliance) or industry events can help. Sharing experiences, learning from each other, and advocating for change together can create a powerful force for positive transformation — and for reminding yourself of your value and the value of the work you do.
Furthermore, organizations like Take This, Safe in Our World and IGDA Mental Health SIG are working to destigmatize mental health issues in the game industry and provide resources for developers. Continued advocacy for better working conditions and support systems is crucial for the well-being of the individuals who create and nurture game worlds.
Final thoughts
The well-being of those who create and nurture our online worlds is essential. It’s time for the games industry to step up, prioritize mental health, and ensure that the unsung heroes of gaming are supported, valued, and empowered.
Acknowledgments
I would like to extend a special thanks to Madeleine Gray (Brace Yourself Games), Lucas J.W. Johnson (Silverstring Media), and Dr. Rachel Kowert (Take This) for their support in creating this article.
Now what?
Join us in advocating for change. Share this article, discuss it within your teams, and let’s work together to build a healthier, more sustainable future for everyone in the games industry.
For two excellent talks on burnout in our industry:
- Occupational Burnout in Games: Causes, Impact, and Solutions
- Beating Burnout: Finding Success Under Stress
Also, if you’re finding yourself facing the challenge of advocating for your work, consider reading Unlocking Change: Shifting Hearts, Minds, and Budgets.
Explore common barriers to values-driven change and ways you can help win over hearts, minds, and budgets.
See more related content below!
References
- Marie, A. (2022, February). Addressing mental health by & for community managers in gaming. Medium.
- Mills-Perov, J. (2024, March). Five wellness tips for community managers. Microsoft Developer.
- Take This. (2024, March). Responding to GamerGate2.
