Communication: The Cornerstone of Teamwork

In fast-paced online games, clear communication is essential for building strong teams and fostering a positive player experience. This article explores the challenges of real-time communication and shows how thoughtful design can empower seamless interaction, reduce friction, and cultivate a more harmonious online community.

This article applies the principles of collaboration established in Introduction to Collaboration and other resources to real-world scenarios, leveraging the author’s experience in multiplayer game development and consulting.

big idea Introduction to Collaboration

Teamwork is often necessary to successfully complete an objective and can lead to better thriving in games.

The benefits of clear communication

By prioritizing clear communication through thoughtful design, game developers can empower players to build strong teams and create a more positive and rewarding online experience for everyone.

Reduced misunderstandings — Clarity minimizes bad decisions, unnecessary confrontations, and the build-up of frustration.
Ease of use — Effective communication systems should be intuitive for players of all skill levels to utilize during gameplay.
Timely and relevant — Communication needs to be delivered in the context of the current situation and be readily available when needed.
Respectful interaction — Well-designed communication tools can discourage negativity and promote active listening between teammates.
Shared goals — Clear communication fosters collaboration and helps players work towards a common objective.

What makes communication hard?

Effective communication can be hampered by several factors:

Time pressure — Firefights and clutch moments leave little room for typing complex messages or putting thought into how you might come across.
Overload — Excessive voice chat, text, and on-screen indicators create cognitive strain, which detracts from split-second reactions.
Skill gaps — New players may struggle with veteran jargon or shorthand, hindering their inclusion.
Diverse styles — Communication preferences can vary, culturally and individually, leading to misunderstandings.
Differing needs and abilities — Some players may process auditory clues better than visual, or may have difficulties with certain types of input.

General design recommendations

When creating a communication system, keep the following in mind:

Focus on what’s needed — Make sure your core communication tools directly map to gameplay needs. For example, quick pings for “attacking <location>” or “defend <target>” minimize distractions.
Multi-modal systems — While voice chat can remain an option, combine visual cues, distinct audio sounds, and short text options to cater to different learning styles, accessibility needs, and noise settings.
Adaptive intelligence — Consider systems that detect high-pressure situations and suggest automatic callouts, reducing player decision fatigue.
“Read receipts” — Implement simple notifications confirming teammates received pings or voice commands, fostering trust even under duress.

Shaping a positive culture via communication

While open communication is crucial, it’s important to consider how these systems can be misused. By implementing safeguards, we can mitigate these potential disruptions and ensure a positive experience for all players.

Set the tone — Implement a set of versatile, positive, and neutral callouts (e.g., “Incoming!” or “Well played!”) that are easily accessible and promote a culture of helpful communication, reducing the space for negativity or abuse.
In-game glossary — Offer an easily accessible glossary or tooltips that decodes common veteran jargon for new players, promoting inclusivity.
Communication tools — Develop features that encourage respectful interaction, such as context-sensitive pings, canned responses, and AI-powered suggestion prompts.
Model prosocial behavior — In-game characters can demonstrate respectful communication styles, showcasing appropriate conduct.
Muting and reporting — Provide tools for players to easily mute disruptive individuals during matches, alongside reporting systems for addressing harassment.
Consistent enforcement — Ensure clear expectations and consequences are established for all players, including employees, to maintain a healthy community.