My biggest piece of feedback for everyone here is that you need to make them feel more welcome, and less like they have to walk into a lions den to talk with you.
While the rage got shockingly out of hand at one point, and nothing can excuse that incident, most of the standard vitriol is (I think) the result of us not feeling that we have any kind of engagement.
The Riot Norm: Community Engagement As Part Of Design
Part of the reason we like Riot so much is that you guys really do engage with the community and talk things out. Sure, you do larger-scale playtesting, and you conduct market research, but I at least get the impression that in most areas you'll also consider feedback from the forum/Boards/Reddit "focus group".
Not So With Lore
Lore is the big exception. For literally years, the lore community teemed with ideas. (And not just Urgot/Kassadin fanfic.) Riot would come by and mumble something about how you were "working on something awesome", then vanish. This didn't create excitement: it created fear. That might sound like an excessively strong word: fear, really, about a pretendy story for a video game? But I think it's a suitable word.
** Why Lore Is Personal**
People get anxious about their favorite Champions getting nerfed or reworked. People care about their Elo, and their gameplay experiences. I think it's even more acute with lore. This is not just a League phenomenon: look at any community that's gathered around a work of fiction or a universe. The process of experiencing fiction, especially immersive, universe-building fiction, is an affectionate process of familiarization. It taps into our basic social instincts: we get to know characters, we get involved in their stories.
Retcons and reworks are upsetting for this reason, especially if they come out of the blue. For a quirky analogy, consider the fact that one can't really tickle oneself. In a similar way, to the degree that the changing force is alien and "other", the disturbance is perceived as greater, especially when accompanied by a feeling of loss of control.
Why Deleting Summoners And The League Is Extra-Personal
Deleting Summoners, and the League, is more jarring still by orders of magnitude, because it strikes right to the heart of immersion. It felt like you were kicking us out of Runeterra — because you were. There are creative and theoretical reasons why people oppose this change, but there's also this very personal element.
Contrast: Community Engagement During Gameplay Changes Versus Lore Changes
When the gameplay team sets out to do a gameplay rework of a Champion, there's a big discussion, with top-level decisionmakers actively participating and responding flexibly to feedback, engaging and debating with the community. I think this really sets League apart.
Then Riot went and made massive changes to lore after years of secretive behind-the-scenes plotting, with absolutely no community engagement beyond "gosh, this'll be cool!", worrisome trends (the gradual erasure of Summoner references in voicework), and confusing micro-reveals.
I'm searching for a suitable gameplay analogy. A Champion kit rework is really a poor match: it's too small, by far. Imagine if Riot just decided, I don't know, to rework all melee Champions into pure tanks. There would be a discussion about this. It might all be smoke and mirrors, but if so they're well-deployed, because I really do think based on past experience that this would be a back-and-forth, with community input influencing (perhaps even cancelling) the proposed change.
Here, there was no discussion about what we liked about LoL's lore. Riot says there are tradeoffs between the immersion provided by the League framework and the "freedom" (debatable, but that's a separate topic) found in a League-free setting. Those tradeoffs were not discussed here. Neither the hardcore lore community nor the community in general had input.
Does this help explain the reaction?