RIZZASTERIncident Review: Incident with New Helper on Rizzaster
/archive/worlds/datapacks-staff-notes/2023-08/creative-chatlogs/restarts_2018/2018/2019-10/configs-staff-notes/seasons/ · last edited 23 Feb 2020 · Community
Last week, a new helper joined our Rizzaster server. They were enthusiastic and quick to engage with the community, but quickly ran into an issue when they tried to address a minor rule-breaking incident. The player involved was upset and complained to the in-game support channel, claiming the helper was unfair. The incident was small—a player was repeatedly using an item that was against the guidelines but not to the point of being a serious violation. The helper was attempting to issue a warning, but the player's reaction was disproportionate, and it created a negative atmosphere in the game.
The incident highlighted a need for clear communication guidelines for new helpers. We realized that while they may be passionate and eager to help, they might lack the necessary skills to handle situations effectively. We decided to update our staff handbook to include more detailed training modules specifically for new helpers, focusing on communication strategies and how to handle complaints from players constructively. Additionally, we added a step in the onboarding process where new helpers are paired with experienced staff for a minimum of one week to observe and learn from real-life scenarios.