Support:Results of Support Meeting 2009-11-08

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Mom-Dad-game

• Players try the "Mom-Dad-game" (asking one admin, if they don't like the answer, they ask the next one)
  • Admins should join #arianne-support while dealing with admin issues in game.
  • Admin issues should be dealt with using /support and /supporta instead of private chat if possible so that other admins know what is going on
  • Please keep other admins in the channel informed (either by using irc or /support yourself)
  • If an admin wants to join into an ongoing case, he should read up in the support logs and inform the admin already dealing with the case what he is plans to do

• Problems:
  • /support in jail is limited to one message per minute, so talking with a jailed person does not really work using support.

Personal Fights between Players

• in real life it works to keep the children apart
• sometimes it works to tell both players that they have to stay away from each other (we don't want a technical solution because that can easily be abused)

Signs

• Signs warning about thefts and things like that are okay.
• Insults, racism, and things like that are not accepted.
• http://www.google.com/translate can help with foreign languages

Bad Words and Insults in Chat

• Bad words can have a perfect valid meaning depending on context:
• The more we punish, the more players will complain
• Difference between just using a bad word (once or a small number of times), and repeatably insulting other players
• Try to avoid telling the players that we don't react on hearsay because that makes us vulnerable.
• Suggested answer for complains: "I am sorry to hear that. Please try to ignore <name>. You can use /ignore to prevent private messages and there is a feature request to extend /ignore for public chat."
• when to react?
  • punishing might only makes things worse, giving them attention, wasting time of admins
  • players might leave the game because they are insulted

Handling of Annoying Support Requests

• Please repeat the same answers or say "I am sorry, we cannot help you." instead of "abuse of support will be punished"
• DoS (Denial Of Service) and Spamming are obviously bad things we can react up on without claiming "abuse of support".

Player teasing Admins

• a small number of players likes to tease admins, likes to get them angry.
• a row of admins guarding the bank and quickly telling off player is contra productive therefore
• if you just want to hang around in bank, you may be able to use a low adminlevel character or a no-admin character.
• try to be more tolerant, please don't immediately tell players off. For example new players may be confused why they cannot walk up to an open chest.
• not showing yellow names for low level admins?
• hiding names in support answers (only show the name to other admins)?

Open Topics

• nudity
• when is an offense serious enough to investigate other accounts of that player