Request A Demo

A Game Developer’s Guide to Combat Toxic Behavior, Part 1

Featured Image: A Game Developer’s Guide to Combat Toxic Behavior, Part 1

Part 1 of 3: Defining and Categorizing Toxic Behavior

Toxic behavior in video games is not a new phenomenon, but has evolved into a broad category of actions that communities and companies deem unacceptable. Research consistently shows that negative behavior can significantly impact player retention, while player expectations for studios to address these issues have never been higher. In fact, a recent 2020 study showed that “[28%] of online multiplayer gamers who experienced in-game harassment avoided certain games due to their reputations for hostile environments, and 22% stopped playing certain games altogether. In an era where Early Access titles and incomplete systems are increasingly common, it’s critical to begin addressing toxicity as early as possible in the development cycle.

For smaller studios or those with limited resources, establishing a Trust and Safety framework can seem daunting. The issue is extensive, technologically complex, and available research can be overwhelming.

So, where should studios begin?

1. Identify Key Stakeholders

The first step in developing a robust Trust and Safety process is to identify internal and external stakeholders who will shape the approach and priorities in managing toxic behavior.

Internally, community managers, customer support teams, game designers, and even executive leadership are pivotal to this process.

Externally, your player community—whether established or still in its infancy—is also a critical stakeholder. Players are both the creators and recipients of in-game behavior, positive and negative. Involving trusted community advocates can help gauge perceptions and foster allies for your initiatives, ensuring the community has a voice in shaping policies that directly impact them.

2. Categorize Disruptive Behaviors

A structured approach to identifying and categorizing toxic behaviors is essential to managing them effectively. While numerous resources exist to help catalog disruptive actions, organizing these behaviors into clear categories helps streamline the discussion. RallyHere recommends categorizing behaviors into two primary groups: Communication-Related and Gameplay-Related disruptions.

Internal stakeholders will likely be in broad agreement on what constitutes disruptive behavior. However, since toxicity covers a broad spectrum, the real challenge lies in reaching consensus on the severity of these actions and the appropriate actions. This discussion will vary based on the studio’s values, resources, and the needs of its player base.

3. Reach Internal Agreement and Define a Policy

To create a cohesive policy around toxic behavior, a strategic, well-rounded approach is essential. Start by gathering insights through surveys that involve players, developers, and other relevant stakeholders to capture diverse perspectives. Analyzing public discussions from various platforms such as Discord or social media can provide real-world examples of how toxicity manifests and how players feel about these behaviors.

Once feedback has been collected, it’s important to share the results with your internal stakeholders and work toward a consensus. Achieving this internal buy-in ensures that everyone is aligned with the same strategic vision, which will enable the creation of public-facing policies, such as fair play statements.

Incorporating academic research on gaming toxicity (there is a lot out there!) can also provide a solid theoretical foundation for defining and categorizing toxic behaviors. Additionally, consulting industry professionals—such as game developers, community managers, and Trust and Safety experts—brings in practical, experience-based insights. These professionals often have firsthand knowledge of managing toxicity within gaming communities and can help shape effective policies.

Finally, compiling a comprehensive catalog of toxic behaviors—categorized by severity, impact, and context—will serve as a critical reference point for future discussions, community guidelines, and enforcement strategies. This holistic process ensures that your policies are not only grounded in theory, but also informed by practical, real-world experience.

Conclusion

Establishing a consensus on toxic behavior is only the first major step in establishing your Trust and Safety process. You will require additional tools, reports, and a technology infrastructure to support and manage this data. Regardless of the size of your studio or community, nailing this step can ensure you are prepared to manage behaviors that can negatively impact the safe and thriving environment you and your players want.

The RallyHere Player Management solution offers a comprehensive suite of tools that not only enhance player services but also include essential trust and safety features to address disruptive behavior.

Want to learn more about what RallyHere can do for you? Schedule a 30 minute consultation or reach us at contact@rallyhere.gg.