Games are an inherently passionate medium. For many creators, the very point of video games is to make their audience as emotionally engaged in the action as possible. It’s not the character on-screen saving the world, it’s you.
Every tragedy, betrayal and victory is meant to be felt from your own perspective. It’s meant to be a personal experience. It’s shared passion, passed on from creators to their audience. Everyone is deeply invested.
This passion and emotional investment can be a double-edged sword. It’s the job of developers and (ideally) specialized community managers to spot these cases and help restore winsome engagement.
source https://www.gamesindustry.biz/dealing-with-online-hate-a-crisis-management-handbook-for-video-game-developers
