A great article from PCGamer.com:
Micah Whipple didn’t believe in Real ID. It was unveiled in 2010 as a new social initiative in the Blizzard forums, effectively forcing players to register their real names instead of Battle.net aliases to cut down on the witch hunts and treachery that so often define anonymous, online public spaces. Whipple thought the policy would be unsustainable and unenforceable, but as a World of Warcraft community manager it was his job to go to bat for it. The CM role is simple: be a plebeian, embed yourself in the community, serve as liaison between publisher and community, and most importantly, stay optimistic.
What that really means: when the players got angry, Whipple was paid to run into burning buildings. Sometimes he was a firefighter, and sometimes he was a meatshield.
As violent as it was, the Real ID pushback was managed. But at a price. Real ID was one of the more painful experiences in his life. “I think [Real ID] actually woke me up a bit, and made me realize my employment with any company is a partnership, and not any kind of debt or life-oath that I need to repay,” he says.
“[Being a community manager] requires a huge amount of empathy, so of course if you’re reading negativity day in and day out it’s difficult not to take at least some of that with you,” continues Whipple.
EQ2Wire Asks: Who were your favorite Community Managers for EverQuest II and why?