ENGAGING SAFE GAMING
Peter Gerson, Head of Global Player Engagement at
Keywords Studios, tells Vince Pavey about how developers can create a secure and safe environment for gamers online
What are some of the key challenges you face when trying to balance safety and fun in gaming communities? Balancing safety and fun in gaming communities is a complex challenge that demands a nuanced approach combining robust human oversight with advanced technology. Clear and consistent communication about community standards fosters a shared sense of responsibility among players, while inclusivity ensures diverse voices are heard, enhancing both safety and enjoyment. The ability to adapt swiftly to emerging trends, language shifts,
and global events is crucial, as these factors can rapidly influence community dynamics. Ultimately, cultivating a culture of mutual respect and engagement not only safeguards players but also enriches their gaming experience, turning challenges into opportunities for growth and connection.
Can you share some specific strategies that game developers can implement to foster a positive and secure environment for players? There are three fundamental player safety strategies that we recommend game developers implement at the launch of any game: • Leverage robust AI moderation tools to detect and filter harmful content in real-time, alongside human moderators for complex situations.
• Establish clear community guidelines, making them easily accessible and regularly reminding players of them. User-friendly, in-game reporting tools and responsive moderation and support teams are critical to establishing trust with players.
• Monitor and adapt safety measures based on feedback and emerging threats, staying informed about the latest trends and technologies in online safety. Additionally, consider partnering with third-party Trust & Safety experts who can review your strategy and help you uncover blind spots.
How do you measure the success of community safety initiatives, and what metrics should game companies be tracking to ensure they are meeting their goals? This is the million-dollar question that Trust & Safety teams have struggled with for years! As a starting point, we recommend looking at player retention and player churn metrics.
48 | MCV/DEVELOP February/March 2025 A safe and enjoyable environment encourages players to stay active
and engaged, reducing churn and fostering long-term loyalty to the game. Ensuring that players feel safe and valued increases their overall satisfaction with the game, leading to more positive reviews and word-of- mouth recommendations. Additional key indicators can include the volume of player reports, the
percentage of reports actioned upon, and the number of appeals received. You can also categorize the content being reviewed by moderators to identify trends and areas of concern. Regularly reviewing and adjusting strategies based on these data points can lead to a safer and more enjoyable gaming environment for all players.
Could you explain some of the innovative tools or approaches you used in your work with Noice to foster a thriving livestream community? Our approach with Noice was fundamentally collaborative. Before their interactive livestreaming platform even launched, Keywords Studios provided expert Trust & Safety consultation, working closely with the Noice team to craft community guidelines, define moderation thresholds, and establish reporting flows that collect valuable community insights. Noice continues to nurture feedback loops with our “superhero”
moderation team, relying on moderators’ insights to identify and proactively respond to potential issues.
What role does moderation play in maintaining a safe gaming environment, and how do you see it evolving in the future? Moderation is essential for maintaining a safe video gaming environment, but creating a truly safe and healthy community begins with Safety by Design. This proactive approach integrates player safety into the core design and development of video games. Trust & Safety teams should review potentially problematic features at the design phase and define community standards and policies before launch. Moderation enforces these guidelines and informs their evolution. Looking ahead, AI moderation tools are becoming more accurate and
sophisticated, serving as a reliable first line of defense. These tools can process vast volumes of content, allowing human moderators time to focus on more complex or high priority issues. As AI continues to evolve,
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