RIZZASTER

Staff Handbook Incident Review: New Helper Orientation

/archive/worlds/datapacks-staff-notes/snapshots/ · last edited 17 Feb 2018 · Partnerships

Last week, a new helper named Alex joined our team. During his first shift, he encountered an issue where a young player, Lily, was banned from the game for accidentally clicking the wrong button, which activated the game's anti-cheat system. Alex was unsure of how to handle the situation, leading to some confusion and frustration from both the player and the community.

The main problem stemmed from Alex’s lack of familiarity with our community guidelines and the specifics of our ban policy. It’s crucial for new helpers to understand that accidental interactions can sometimes trigger automated systems, and it’s not always clear to players why these bans occur. This misunderstanding can lead to unnecessary conflict and poor user experience.

To address this, we have added a new section to the onboarding materials for new helpers. This section includes detailed explanations of our ban policies and guidelines, specifically highlighting the anti-cheat system and how it works. Additionally, we have included scenarios and best practices for handling similar situations to ensure new helpers are better prepared to address player concerns effectively and maintain a positive environment.

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