RIZZASTERNew Moderator Onboarding Incident Review
/archive/crates/textures/ · last edited 01 Apr 2024 · Development
Recently, we brought on a new moderator, Alex, who was tasked with handling the chat for our game server's social channel. Alex's first few hours on duty were marked by a series of incidents that highlighted areas for improvement in our onboarding process.
The initial incident occurred when Alex received an urgent report of a player harassment complaint. Despite having completed the standard training module and familiarizing themselves with our community guidelines, Alex took a few minutes to gather their thoughts before responding. Unfortunately, their initial response was overly defensive, which escalated the situation. Fortunately, one of our senior moderators stepped in to diffuse the situation and guide Alex towards a more neutral and constructive response.
This incident highlighted the need for more comprehensive training content that covers not only our community guidelines but also conflict resolution and emotional intelligence. We also need to ensure that new moderators have a clear understanding of their role and the procedures to follow in high-pressure situations. As a result, we've added a new section to our training module that focuses on conflict resolution and de-escalation techniques. We've also scheduled a special training session specifically for new moderators, where we'll review the community guidelines, role-play different scenarios, and practice responding to urgent reports.
The second incident that occurred shortly after was related to a chat request from a new member. Alex, still getting familiar with the server's layout, sent a cryptic message that was misinterpreted by the new member. Thankfully, one of our more experienced moderators intervened to clarify the situation and provide guidance on how to handle similar situations in the future.
These incidents reminded us of the importance of providing thorough training and supporting our moderators with the resources they need to succeed. We're confident that with these changes, new moderators will feel better equipped to handle the demands of their role and provide a safe and welcoming environment for our members.