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.

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)

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." A shortcut called $ignore has now been added for this
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

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

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 therefore counter productive
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)?

nudity: voted to keep as it is.
when is an offense serious enough to investigate other accounts of that player
what would you do, if you were angry at the 'stupid admins of this stupid game' and wanted to cause trouble (trying to prepare what will happen once spamming does not work anymore)
how to react in which situation:
- blocking trading table and the way to the table (warnings or jail or?...)
- "blocking" NPC´s (for example Jynnath, katerina)
- what is reason to ban/unban
- differences player/player admin/player (means rules, behavior, consequences etc.)

~~ignoring players (bad words, annoying etc) doesn´t help~~ Did work out very well in the last 3 month since the meeting.
intern communication (for example trust in in-game-admins, unfriendly callings and answers, taking the words out of mouth, imputting things to admins....)