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EndlessPK Moderator Guideline

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Motive

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Here at EndlessPK, we have a certain level of both professionalism and maturity we expect our staff to be able to uphold. In offering both, the community is able to experience as positive an environment as possible, and should anything arise, know that their best intentions are kept in mind. It's been brought to my attention several times that there is room for staff improvement, and so I'll be taking the time to create a guideline on how we expect our staff to behave, how they will respond, and a vast amount of other information regarding the position. First though, it's important to keep in mind that this is a guideline and will, as a result, not be expected to be adhered to verbatim. There will be a certain allowance of leniency when it comes to following guidelines, and we're hoping that common sense will be the strongest dictator in staff decisions. We trust our staff and their decision making, and it is within our best interest to keep that level of respect and trust among the team. This guideline is being created with the intention of allowing staff members the ability to more fluidly go about their duties and will serve more as a point of reference should the need arise. Within this guideline, the responsibilities of our staff, their expected characteristics, and outlining of mediation will be presented in a manor offering easy interpretation. Should there be any questions or concerns, members and staff alike are encouraged to contact a member of the Administration team.


General Questions

Below will be a summary of some general questions members might have regarding the Moderation team of EndlessPK. We will do our best to cover as many fields as possible, however there might be the odd one missed. If you happen to have any questions regarding the staff team not covered here, please take the time to ask one of our Administrators and we will be happy to provide an answer as quickly as possible. We want the operation of our team to be as transparent as possible.



What is a Moderator of EndlessPK?


A Moderator of EndlessPK is someone who has been personally selected by the administrative team to help assist in the management of the community. These members are people who display both a healthy level of forum and server activity, possess a more than positive attitude and outlook towards the server, have had no previous conflicts with a member of staff, and are genuinely pleasant to be around. These are member that the community holds in high regard who act as role models. These members have displayed a willingness to go out of their way to assist someone in need, have regularly provided beneficial content to the server, and who we truly believe will positively add to the EndlessPK experience.



How do I become a Moderator?


Currently, the only way to become a Moderator is to be approached with the position availability after serving a certain period as a Support member. Members who've taken the time to fill out a Support Application, have been approved, and then have performed to meet the expectations of the role will be approached and asked if they'd like to join the Moderator team. We take this process very seriously and it will very rarely be skipped.



When should I contact a Moderator?


Should there be any dispute among players, or if someone is breaking the rules, we encourage all members to contact a member of staff. However, should a member need a simple answer, contacting a member of staff should be their last resort. Unless absolutely necessary, we encourage our community to try and resolve any issues they have on their own. Moderators are players, just like you, and they're here to try and enjoy the game as well. Should a Moderator be unable to deal with a situation, which may happen very rarely, we encourage both that Moderator and member to reach out to one of the Administrators so that it may be handled.



Help, I've been abused by a Moderator, what do I do?


Should you think a member of the moderation team has acted unfairly, we ask members to do one of two things. The first would be to create a report against that member of staff, and the second would be to appeal the decision. With this in mind, we do not encourage members to try and harass the moderator following their action, regardless of whether or not it be deemed appropriate. We would like to emphasize that we support our staff, and their decisions, and so trying to go above their heads and contacting other members of staff, or an Administrator directly will be frowned upon. If you've been abused, Report Them, Create An Appeal, and wait for an Administrator to respond. Directly contradicting or arguing with them will only make matters worse. We take the professionalism of our staff very seriously, and reports the same. Reports made against members of staff will be very thoroughly looked into and acted upon as necessary.



There is no Moderator online, what should I do?


We've tried our best to appoint staff members from all over the world to allow for as much coverage as possible, but that doesn't mean there still won't be the odd window. Unfortunately, if there isn't any staff members present, there isn't much that can be done. We ask that members do their very best to deal with the situation on their own, making reports if necessary. We'll try our best to provide the fastest response possible, and at the moment that's the very best we can do.



• Moderators are to be treated with the utmost respect. Their services for the community mean more to the Administrative team than words can ever describe. They've been given an abundance of responsibility, and act as the foundation for the community. A healthy staff team means a healthy community, and so we plan to do our very best to keep it that way.


Behavioral Expectations


It is important to remember that Moderators, like the community, at the very root are still players who are here to enjoy their time and their experience. With the expectation that they will support the community as necessary, they do not have any advantage on the server that other members do not possess. With that in mind, they are still expected to uphold their role as both a community role model and conflict mediator should the need arise. They are there to support you players and make sure your experience is also as positive as possible and they are not be taken advantage of. Moderators are expected to assist when necessary, dropping whatever it is they're doing at the time, and see to it that whatever issue it was they were called for has been resolved, or has been escalated as necessary. Below will be a list of expected Moderator behavior while on the server;



• Moderators are to be as kind as considerate as possible. Regardless of what they're doing, should a member have a question, they are expected to provide an answer within reason. They are there to help, and ignoring or pushing other players aside in favor of something else will be frowned upon.


• Moderators are to continue to set status as a role model. Whether it be through helping someone with a basic task, sorting an issue out as necessary, or even just being friendly to new players, there are encouraged to make the environment of EndlessPK as warm and welcoming as possible.


• Moderators are expected to resolve any conflict should it arise. Disputes between members where they've been called in when necessary, or complaints players may have against each other are both considered priority over whatever else they may be doing as must be dealt with. They are expected to be as unbiased as possible when dealing with conflict of any nature.


• Moderators are to enforce the rules as necessary. If they see someone breaking the rules, regardless of standing relations, they must act appropriately. If they are unsure of what to do, they are to consult another member of staff, or even a member of the Administrative team for direction. Moderators are expected to be fully educated on the official rules.


• Moderators are not to publicly question the decision of another Moderator. When one member of staff has taken option, regardless of whether or it is questionable, it is expected that all other members of staff will support them. Should you question their decision, speak with them privately at another time. Moderators are not to second guess each other, and are also not to reverse the actions of one another. This expectation has very little leniency and is the most important of the bunch.


• Moderators are expected to deal with situations fairly. Take in the stories of both parties and make your decision appropriately. Know, in comfort, that your decision will be respected by the other staff members and will not be reversed or undermined.


• It is critical that all members of staff work as a team. We are to work as a single unit, and not as a group of individuals who are unable to tolerate each other. If a member of staff is breaking the rules, or acting in a questionable manner, their actions are to be brought up with a member of the administration team.


Forum Behavior


Forum activity, though not critical to a member of staff's expected performance, is still a necessity for our staff team. Staff members are expected to play an active role in the community, posting appropriately and actively, and providing their input when necessary. As with their expectations on the server, Moderators are expected to uphold their position as a role model on the forum. This involves maintaining a professional air in their content and encouraging the fellow community to do the same. Below will be a list of expected Moderator behavior while on the forum;



• Moderators are expected to keep a professional element to their posts. This involves keeping their posts direct, accurate, and with relatively proper grammar, syntax, and spelling.


• Moderators are expected to deal with reports, appeals, and other miscellaneous tasks of their promptly and appropriately. This involves quick responses that contain all relevant information, the enforcing of proper formatting where necessary, and proper follow up upon response.


• Moderators are expected to make all effort to respond to any member inquiry within reason. Whether it be something as small as a basic question, to something long and important, they are expected to handle each message swiftly and with maturity.


• Moderators are to enforce the rules as necessary. This involves, if need be, punishing people you might be friends with. A member breaking the rules, regardless of how their relationship stands, is to be treated as indifferently as anybody else. Favoritism of any sort will not be tolerated.


• Moderators are to actively contribute to the community in a positive manner. It could be something as simple as appreciating another member's artwork, or commenting on a suggestion in a positive way, or even something as extreme as creating a much needed guide for a quest or forum feature, but it is required.


• Moderators, like members, are expected to follow all forum rules. There is no leniency.


• It is mostly just expected that Moderators play a positive role in the community. Deal with reports, handle appeals, and be friendly. That's all.


Conflict Management


Conflict management is one of the most important parts in being a staff member of EndlessPK. We expect all members of our staff to be comfortable in dealing with any sort of conflict, regardless of the nature, and to be comfortable in providing a solution, and if necessary, an ultimatum. Below will go into detail regarding the steps in conflict management and discuss a bit more about how we expect our staff members to behave.



1) Identify the source of the conflict
Staff members are encouraged to find out as much about the conflict as possible. The more information is had about the cause of the conflict, the more easy it is to resolve it. To get the information you need, as questions, listen, and pay attention. As a mediator, it is important that all parties involved are given a chance to share their side of the story. In doing so, a better understand of the situation will be provided, as well as a proper demonstration of there being an impartial judgment.



2) Look beyond the incident
Not all issues are what they might appear to be, or might have an underlying cause completely irrelevant to the conflict at hand. For example, the parties involved might have a history of not getting along. Always keep these elements in mind when dealing with any kind of conflict.



3) Request Solutions
After each party has spoken their side, have each of them provide a solution or what could be changed to resolve the conflict. It is not necessarily the member of staff team's job to continue coming up with ultimatums, however if necessary, it may be done. It is encouraged that Moderators steer the discussion away from the conflict itself and more towards creating a solution. Not everything has to end with one party being wrong, or being punished. The idea is to find a solution all parties are able to agree on and to be satisfied with.



4) The Ultimatum
After you've carefully listened to all parties, a solution has been discussed, and everybody seems satisfied, the member of staff will provide the ultimatum. Ideally, one everybody is able to walk away happy with, but if necessary, not. Know, that regardless of what decision is made, all other members of staff will support that decision.


• It's unfortunate, but every now and again a Moderator is required to make an action that might leave one party unhappy. As mentioned above, it's encouraged to do everything possible to prevent such a thing, but it does happen. We would like to ask our community to remain as professional as possible, regardless of the outcome, and to respect our staff team and their decisions.


Conclusion


In conclusion, and though this has been said many times before, we want to remind everybody that our Moderators are players, and just like everybody else who's a part of this community, a person too. Yes, they may be prone to sometimes making the wrong decisions, or making a basic mistake, and we understand that and would like to ask that the community show the same level of patience. When it comes down to it, the staff team is constantly going out of their way to try and ensure that members are able to have as enjoyable an experience as possible while they're here. We're all in this together, after all.



Thanks.​
 
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