People Behind the Scenes: Spotlight on Cindy Bowens (and exclusive screenshot) - an exclusive by Raya

The Mother of Fan Faires has the mother of all jobs, according to many gaming industry aspirants. She does what she loves best, all day long, and works directly for one of the most respected men in the gaming industry today. We're talking about Cindy Bowens, better known to many of the online gaming community at Vanguard: Saga of Heroes as Abigale Seashadow. And her boss is the Father of EverQuest, Brad McQuaid.

Cindy's job as Community Manager at Sigil Games is much more complicated than I first thought. A lot of people have a hazy idea of what a Community Manager does. Cindy showed the first precept of doing a good job by having a clear idea of what her job is and being able to explain it to others:

"I am basically the link between Sigil Games Online and the Community. So most of the email we get from the public goes to me. I get all the emails asking about our game, when Beta will start, job opportunities...everything you can think of. I try to answer as many as I can. But it is difficult to get to them all sometimes.

"I also work with all of the dedicated Vanguard Fan Sites, as well as other segments of the media from time to time--things like coordinating interviews and helping with features. And I work on various other projects that pop up, such as preparing for E3 or our upcoming Community Summit."

Well, already I'm tired just listening to this list of exhausting work. But maybe I missed something? I asked Cindy what a typical day for her was like:

"A 'typical day' usually begins with me sorting through emails and answering instant messages and phone calls. This can take me anywhere from an hour to most of the morning, depending on what I am working on at that time.

"Then I work on whatever project needs my attention most. Right now, the Community Summit is taking most of my time. When that's over, it will be something else.

"That is one of the best things about my job. I get the chance to work on a lot of different types of projects. I am never bored!"

I didn't know how one goes about being a Community Manager. I'm quite sure Cindy didn't just one day jump up and yell, "Eureka, that's it! I wanna be a Community Manager!" My motto is always go to the source with a question like that.

Cindy was quite willing to tell us:

"Well, I certainly did not set out to become a Community Manager. And even if I had, where does one get training for a job that is still just being defined in this industry?

"Most of my professional experience prior to being in this industry was with non-profit, crisis intervention organizations. I have done everything from manning suicide hotlines to being a Victim's Assistant for the police department...everything from a volunteer to a Director."

This sounded awesome to me, but it left me scratching my head. I wasn't sure how manning a suicide hotline, for instance, might help one to become a future Community Manager. Being the brave soul that I am, I asked.

"You might well wonder how those jobs prepared me for what I do now," Cindy replied. "But if you know anything about non-profit organizations, it isn't hard to figure out. There are some things that are common to most of them: they use volunteers, they have very necessary and sometimes fragile ties to the media, and they always need money!

"I learned from years of experience the importance of volunteers. This has helped me tremendously as I work with fan sites, as they are primarily also run by volunteers.

"I was very often in the position of dealing with the media. Whether it was promoting our group or answering questions on particular topics, I learned the importance of developing a trusting relationship with them. I get teased a lot by members of our community about how I never let information slip...it comes from years of practice!

"I was always the person in charge of fund raising events and training. I have planned carnivals, conferences, training seminars, banquets...I can't even begin to count all of them! So it was not a huge jump to start the EverQuest events.

"And finally, those jobs all taught me a lot about communication. Crisis intervention is very rewarding in that it stretches your abilities in dealing with people.

"My first job in this industry was with SOE as Community Relations Manager for EverQuest. During my three years there overseeing the Fan Faires, I had the opportunity to meet and get to know hundreds of gamers from all over the world. I have been able to develop wonderful relationships with many people in the online gaming media and numerous fan sites.

"I have also spent large amounts of time in numerous MMOGs talking with players and really trying to listen to what they are saying. I have studied how online communities work...what strengthens them and helps them to grow. These are the things that have helped me transition from just working on events to really working with the Community in an effective way."

It made a lot of sense, and I can hear pens scratching all over the world (or keyboards clicking), as CM hopefuls take notes.

With a wonder job like this, which Cindy herself states unequivocally that she loves, it must be a miracle to go to work every day. I asked her, out of a cornucopia of lovely things to do, what did she enjoy the most about her job? That was easy for her to answer.

"Although I haven't had as much time to do this lately as I used to, it is logging into IRC with members of our community. There has been an active chat room in existence since long before we even announced our title. There are some great people that hang out there just to keep in touch. When I have the time to log in, I am always sure to get a chuckle. And these folks also really keep me on my toes!"

And even the wonder job of the century has to have a downside. Being the CM at Sigil is no exception.

"Paperwork! Forms! Legal documents!" Cindy exclaimed. "NDAs, waivers, contracts...all things that have to be done but are a pain to deal with. I don't think anyone enjoys paperwork and I am no exception!"

I was thinking what my reaction would have been if Brad McQuaid asked me to come and work on his current pet project...THE next MMO. (There would not be an unbroken pane of glass in the neighborhood.) Cindy was, I thought, rather calm under the circumstances:

"I was not planning to join Sigil when I left Sony. I had started my own events company and was working on that. But when I met with Brad and we again discussed our views on community building, I was hooked. Brad and I have always had similar views on the importance of the community, the fan sites and good communication with all of them.

"I knew I would enjoy working with Brad, Jeff and this team. But I think the thing that made up my mind was realizing this was a chance to do something that had not been done before...to develop and cultivate a game community from the ground up.

"Once the decision was made, I was thrilled and couldn't wait to get started! And I haven't regretted it for a minute!"

I know of people who would offer their firstborn to the priesthood for a chance to get into gaming on the ground floor. I asked Cindy if she had any advice for people who might be interested in entering the online gaming business as a Community Manager...what kinds of things would help them enter this fledgling industry.

Cindy: For people wanting to get into Community Relations, the most important asset you can have is your reputation. So make one for yourself! Get involved on message boards, work with fan sites, get to know as many devs as you can.

Raya: Loyal, trustworthy, honest, easy to get along with--that type of thing?

Cindy: And yes...I know I look for people that have demonstrated online that they are honest and trustworthy...that they have good communication skills and knowledge about the industry.

(NOTE: To the left is an exclusive to Warcry screenshot of a moon phase in Vanguard.)

The Heart and Spirit of Cindy

(This will be a feature part of each interview I do with the people behind the scenes at Vanguard. The above section shows their technical expertise, how they got started in the industry, experience and schooling necessary and their suggestions. This part will show more about the person, and the thing or things in his/her life that have helped shape them...the inner fiber of the person, so to speak.)

For this interview with Cindy, I had already known of a terrible struggle she had had a few years back that had led her to playing EverQuest. As I believe also, Cindy is a firm believer in the therapeutic and sociological benefit of MMOs like EverQuest. Her story tends to not only illustrate this theory, but to show the courage of a fighter and a visionary.

I asked Cindy about the condition that had led to her being immobilized at home for eight months. This is her story, in her words.

I had gone back to school to finish my Bachelor's degree in Psychology. I had every intention of eventually going for my Master's as well. I wanted to become a therapist and specialize in Post-Traumatic Stress Disorder...that was the original plan, anyway.

I had to drop my classes and was stuck in my house for almost a whole year. Now anyone that knows me knows I am a social and active person...being isolated and unable to go out was about to make me go insane...not to mention, I was very depressed. In addition, after I had been sick for a short time, my marriage (which had been bad for some time already) got much worse.

The circumstances Cindy found herself in seemed to me almost too much to handle all at once. I asked her what had helped her.

I started playing The Realm before playing EQ...that was the first one that sucked me in. Then my guild moved to EQ. I remember the first time I logged in to The Realm...I had no clue what an MMOG was and was so surprised to realize there were other real people playing! lol I don't know what I would have done that year without MMOGs...they saved my sanity.

Then I started playing EQ right when it was released [March 1999]. By that time, I was not only sick but my marriage had completely crumbled. It was a pretty dark time in my life. I felt like I was in a very desperate situation with no way out. It was during this time that my friends in EQ meant so much to me. I made a number of friends who became much more than online pals...people who offered me support and friendship when I needed it most.

Cindy paused...then asked, "You are still there, aren't you?" (Interview was "face to face" on IM.)

I answered hastily, "Yes, fascinated by the story. Sorry - was waiting for you to continue. Really relating to it."

Cindy said, "Ok... I will continue."

I think it was late '99...I was getting my health back and started looking for a job. I wanted to try to find something that would get me away and be able to start my life over with my daughter...but I wasn't at all sure what to do next. My son was grown, but I had a young daughter to look after. I just started applying for jobs.

Like so many women who find themselves at the end of a marriage gone wrong with children at home, Cindy was in a bad situation. She couldn't leave the situation until she had found a place to go...and she couldn't go until she had a job and some money to make a new life for her 12-year-old daughter. Cindy did what she needed to do to make this come true.

I applied for a job where they asked me to make a website to show what I was capable of doing...so I made the Women of EverQuest site...and people liked it. We had a huge message board following. And that's where I first heard someone saying there should be a live meeting for EQ players...so people could meet face to face.

Looking back, I am not sure what gave me the guts to try it... but I thought, hey...I know how to do that!

I cheered (honest...it's in the transcript!)

So I put up a website asking how many people were interested...and got thousands of responses! I booked a hotel and started taking registrations. Again, looking back, I am not sure where I got the courage to do it...I mean everything was in my name! If that first one had failed, I would have been in a mess!

I will never forget that day.... seeing Brad's face when he saw all those people was priceless!

I cheered again!!

Ok...so the first event (which we called the EQ Gathering) was a great success. AND I got to meet all the guys from Verant! Brad, Jeff...I think they sent 6 people. [Brad McQuaid, CEO and co-producer of Vanguard, Jeff Butler, Vice-President and co-producer of Vanguard.] Right then and there, they gave me the approval to plan a second one for Las Vegas the following summer. We did all kinds of things at that first one that really brought people together and really set the tone for all of my future events. I am VERY proud of the fact these events, now called Fan Faires, are still continuing today.

I went to San Diego and met with him and he offered me the job of Community Relations manager for EverQuest. So...here I was, offered the dream job of a lifetime. And I was living in Colorado. I had no idea how I would get there or get myself situated...I had very little money...

Here Cindy paused, and I could sense the emotion that she was feeling.

And it was my fellow gamers that came to my rescue...I was loaned money and offered a place to stay until I found something of my own...all from people I met in game...people who became some of the most important real-life friends I have ever known.

I couldn't help it, I had to say it..."There, you people that say EQ is bad for you. Put THAT in your pipe and smoke it!"

Well...that's why I am so passionate about community relations...I KNOW how important and strong friendships made in online games can be. I know I would not have the life I enjoy today if it had not been for my online friends.

I couldn't have agreed with Cindy more. I told her, "Online gaming may be the most important thing to hit society (in a beneficial way) since the telephone." And she emphatically agreed right back at me. I thought it prudent to explain my position a little more since I wanted to use this in the article, "How people use playing online games is up to them--like the telephone. But it is a tool to live creatively and expand real life experience." Cindy nodded, figuratively-speaking, and continued:

And just a side note...I have met literally hundreds of people that I first got to know online...and I have NEVER been surprised.

I don't know... it was also kind of a moment of clarity thing...just one day, I felt like I couldn't keep doing it anymore. I just felt it was the right time to move on. And I was going to start my own event-planning business for other game companies and was getting some interest in that...so the timing was right.

And so the timing was indeed right for this heroic woman who took the reins of her life into her own hands and rode the tide of fortune to an opportunity that has changed her life forever. We all know the ending to this particular story...the happy-ever-after part. I asked Cindy for some last words...something she wanted to share with the readers. She had this to say:

Only thing I can think of...is don't ever think it is too late to change your life. I was very lucky that things worked out for me as well as they did. And I never forget to be thankful for it.

Vanguard: Saga of Heroes indeed. Thanks, Cindy.