OtLand Introducing Support Team group

Hello Dear Otlanders!

Not long from the last announcement, I have some piece of information that you might find interesting!

It is my pleasure to introduce Support Team group to Otland.

1. What is it?
Support Team is a new group of members on Otland, just like Administrators, Community Managers, Global Moderators and so on.

It consists of skilled members who have been around here on our forum for a while and feel comfortable providing in-depth, technical support to all community members on the Support Board, write tutorials and guides for newcomers as well as advanced users and perform other tasks in order to share the knowledge about OpenTibia in our community.

Support Team members serve as a close link between regular members and the Staff (if we weren't close enough) and are also a role models for the OT community. Comparing to the Tibia world, we may call them Tutors.

2. What are the duties of Support Team members?
As mentioned before, primary duties of Support Team members is to provide high-quality answers for any OT-related problems that members have on the Support Board. The goal is to not miss a single thread and solve every problem. It will be difficult in some cases, so we at least aim to provide hints and guidance. This support is not a free slavery service, though. The Support Team members are equipped with moderation permissions on the Support Board to keep it clean and organized. They also work to maintain the history of solved threads by marking them appropriately and making the information reusable to other members. This leads to creation of a large FAQ collection out of solved support threads.

Alternatively or in addition to the above, Support Team members might work on tutorials and guides (basic and advanced) that go into our Articles section or can contribute to the TFS documentation (or other projects).

It is possible that they might perform other individual duties instead and those will be approved on a case-by-case basis.

3. What are the benefits of Support Team members?
Support Team members are rewarded for their hard work for the OT community. Support Team members get all the Premium benefits without donating even a cent, because we value contribution more than money.
Apart from all the Premium members perks, Support Team members receive forum-wide recognition, access to a private board where they can discuss and coordinate support-related matters, own group color and other yet-to-be-determined rewards.

4. How to apply to be a Support Team member?
You don't. Yes, there is no application process. I (or other Staff member) will appoint Support Team members myself. Members with recognizable reputation (not necessarily reputation points) will receive offer letters (private messages) from me. They will be able to accept or reject participation in this project.

After they are appointed as Support Team members, they have to keep minimum activity according to the rules (vacation periods are possible though) to maintain their status (otherwise they will be demoted). Permanent (life-long), honorary memberships might be awarded in future for extraordinary members and those do not have to maintain the minimum activity.

There are no guidelines how to obtain an offer letter, nor we publish any requirements or appointment methods. However, if you hold skills mentioned in first section and are known to the Support Board users and moderators, post politely and professionally, there is a good chance you might get an offer.

There is no limit to the number of users we can appoint. I would love to appoint all of you and give you all the benefits if you satisfy the requirements. However, there is some capacity to what we can keep control of. Don't be sad if you don't get appointed despite your hard work. We might offer you participation later or we might have missed you (probable if you are a ninja). This is why sometimes it is acceptable for other members to nominate someone for the participation in this program and such nomination will be evaluated.

5. End Notes
This week I will be preparing and evaluating standardized rules relating to expected troubles that might arise. We also need some time to tune up the technical stuff (Talaturen is very busy with work and study). I expect to start sending offer letters next week and this is probably the time when things start changing, hopefully for better. Isn't it worth helping others now?


Please post any comments, suggestions or concerns you have!

 

[walkingdragon]

As I stated before people wont always do things unless they feel it's their responsibility (I definantly have that problem but yeah), most people will do it for the title and as you said J.Dre they will need motivation to continue, an incentive of some sort, such as idk whatever else the mods decide to bring in, I personally think there should be like a monthly thread (kinda like the mapping contest) that shows the results (tallied by mods if able) to those who are members of the support team and have a big thank you from the forum.

 

[Runes]

I hope they just don't start flashing their "badges".

 

[Beo]

This thread =

Thread posted -> certain part arises -> discussion arises -> discussion dies a little -> same certain part arises -> etc

I've seen duplicate posts from different members here, dafuq?

- - - Updated - - -

I hope they just don't start flashing their "badges".

And why wouldn't they?
Flashing their "badges" would be a way of showing they have contributed support to the OTServ community. So hell, they deserve to flash their "badge" as much as they like.

 

[walkingdragon]

I hope they just don't start flashing their "badges".

Infractions before they get knocked down and an Idea that the support people should get are to put [SOLVED] on the thread once solved, that would help people (or should) if they have a question from having to make a new thread for the same exact problem since people don't like to look through long threads just to find it not solved.

 

[Runes]

And why wouldn't they?
Flashing their "badges" would be a way of showing they have contributed support to the OTServ community. So hell, they deserve to flash their "badge" as much as they like.

And start abusing it. Will you then stand in their defence?

 

[Scarlet Ayleid]

how can they abuse it?
"hey, I'm a Support Team member, bow down before me and give me free stuff"??

- - - Updated - - -

and if they abuse their position, you can always report them, just like you report anyone else

 

[Runes]

how can they abuse it?
"hey, I'm a Support Team member, bow down before me and give me free stuff"??

- - - Updated - - -

and if they abuse their position, you can always report them, just like you report anyone else

You just have a example.

 

[Beo]

And start abusing it. Will you then stand in their defence?

Abusing such as?
If there is any sign of abuse (I don't know how this can be done) then I'm positive their title will be striped instantly.

Cmon guys. I don't see what bad can come out of this. Seriously? Except more leechers will increase of course, but that only benefits helpers anyway.

 

[walkingdragon]

how can they abuse it?
"hey, I'm a Support Team member, bow down before me and give me free stuff"??

- - - Updated - - -

and if they abuse their position, you can always report them, just like you report anyone else

Nob givbe me fri itamz naow, xd
As I posted above Mods could just give them infracs/warnings that if it continues they will be demoted or removed from the team.

 

[Zisly]

I'm the almighty Zisly, my name is blue just like my balls . Kneel before me or feel my wrath!

edit: fuck, looks like my prem ran out today. Oh well, I'm still the almighty Zisly!

 

[Summ]

I'm the almighty Zisly, my name is blue just like my balls . Neal before me or feel my wrath!

edit: fuck, looks like my prem ran out today

You look poor once you have put down that almighty blue cape, aka donor status.


@topic
How could someone possibly abuse that position?
"Give me cash or no help!" <- I don't think that will work.

 

[Beo]

There always has to be a handful of people who attempt to find faults

 

[Diath]

Nob givbe me fri itamz naow, xd
As I posted above Mods could just give them infracs/warnings that if it continues they will be demoted or removed from the team.

That's the thing, community managers (actually manager, I think Don Daniello is the only left) will most likely follow the people from Support Team or whatever it will be called and check their activity and behavior and judge after whether they're doing their job well or not.

 

[Don Daniello]

You'll see. Once the people of this group get what they want, their willingness and level of support will diminish over time - there must always be some form of incentive. The only thing that would keep members going would be explaining to them this opportunity will shed light on their interest in becoming a Moderator. Give them a guarantee beyond Premium, something more. I'm sure it will work out great for a while, but I've seen this happen elsewhere.

Well, the incentive is simple. If they stop helping or their activity drops, they lose the status and it will be harder for them to get it again (unless they quit in an agreement).

That's the thing, community managers (actually manager, I think Don Daniello is the only left) will most likely follow the people from Support Team or whatever it will be called and check their activity and behavior and judge after whether they're doing their job well or not.

Exactly.

 

[Sentielo]

First of all, I really like the idea of this oh so well called Support Team (except group than, because a team is a group). Nice to still see new features on Otland.

Now about some ideas:

1. A person who need support, is able to write [Support] on the end of his topic. All the members who are inside the Support Team will receive a message somewhere (on a private space) to see that somebody needs support with some kind of issue. They are also able to mark it as "solved/important/not solved".
2. On each section there is one (or more) problem-solved-by-the-support-team-thread. Here are written down all shortcuts of problems solved. With this feature:
   -Somebody with a specific issue is able to check wether his problem already have been solved or not.
   -A member of the Support Team is able to send a link to an issue which already has been explained on another thead.
3. Still wanting more mapping tutorials threads. Would like seeiing some ideas on this forum to easier find mapping pieces back (some goes for some posts). Should be cool if the search function could include something like: "mapping, desert, minotaurs" to find pieces earlier back, and on the other hand to direct you to a specific post you are searching for insteed of a thread that you will get linked to. Don't know what to possibilities are of both ideas are.

By the way: Why not use a simple colour as this one.
Edit: ORANGEEEEEEE

 

[Diath]

First of all, I really like the idea of this oh so well called Support Team (except group than, because a team is a group). Nice to still see new features on Otland.

Now about some ideas:

1. 1) A person who need support, is able to write [Support] on the end of his topic. All the members who are inside the Support Team will receive a message somewhere (on a private space) to see that somebody needs support with some kind of issue. They are also able to mark it as "solved/important/not solved".
2. 2) On each section there is one (or more) problem-solved-by-the-support-team-thread. Here are written down all shortcuts of problems solved. With this feature:
3. *Somebody with a specific issue is able to check wether his problem already have been solved or not.
4. *A member of the Support Team is able to send a link to an issue which already has been explained on another thead.
5. 3) Still wanting more mapping tutorials threads. Would like seeiing some ideas on this forum to easier find mapping pieces back (some goes for some posts). Should be cool if the search function could include something like: "mapping, desert, minotaurs" to find pieces earlier back, and on the other hand to direct you to a specific post you are searching for insteed of a thread that you will get linked to. Don't know what to possibilities are of both ideas are.

by the way: Why not use a simple colour as this one.

1) Marking thread as solved or so would be a good idea as long as it would be added to search option too (I mean search specific board by thread tag).
2) I think it could take too much time to organize everything but well if there was sufficient amount of supporters it could work.
3) You would have to encourage mappers to release more useful extensions, map pieces and beginner tutorials (I'm not saying they don't do that, because they do but maybe a few sub-boards in mapping board with topic-specific names).

And I don't think the light-green color is readable enough on the current forum background.

 

[Don Daniello]

Please note that we cannot (I'm not saying it's impossible but there are many reasons) modify the vBulletin script. We prefer to base on what is available now.
We will handle that with prefixes, subforums and ST actions as appropriate. Don't worry.

 

[J.Dre]

Well, the incentive is simple. If they stop helping or their activity drops, they lose the status and it will be harder for them to get it again (unless they quit in an agreement).

Let's be realistic here, unless you assign people to watch them, you won't be able to follow every single thing these members do - you may not even notice these trends I speak of (diminished value in their assistance). Of course, if someone stops all together, that's obvious. But with your hosting service, your real life, and your current position on this forum, will you be able to monitor them as closely as it will take? I'm not saying it can't be done, but it won't be easy, and may end up becoming a "side job" that you put off every now and then, a few months or even a year from now. I suggest figuring out a way to regulate the premium access and provide additional incentives for continued assistance.

Other Moderators can help, sure. But no offense, they're not in any position to do so. I've reported several posts which were in the wrong areas that had been there for days, and even weeks, resulting in these users receiving no assistance whatsoever. This has an easy solution though, you'll just have to hire board Moderators, and do so soon, preferably before "members" are instated within this group.

It's a crap shoot to me. Sure, it will work in the beginning, and may work forever as you plan, but if it doesn't and what I'm speaking of occurs, you will have no one else to blame except yourself for not taking precautions against this.

 

[Beo]

Let's be realistic here, unless you assign people to watch them, you won't be able to follow every single thing these members do - you may not even notice these trends I speak of (diminished value in their assistance). Of course, if someone stops all together, that's obvious. But with your hosting service, your real life, and your current position on this forum, will you be able to monitor them as closely as it will take? I'm not saying it can't be done, but it won't be easy, and may end up becoming a "side job" that you put off every now and then, a few months or even a year from now. I suggest figuring out a way to regulate the premium access and provide additional incentives for continued assistance.

Once a month is enough to check on this team. An hour or two going through their posts in support section etc will see who is posting alot and who isn't in that month. It could also be once every 2 weeks etc.

 

[Diath]

Let's be realistic here, unless you assign people to watch them, you won't be able to follow every single thing these members do - you may not even notice these trends I speak of (diminished value in their assistance). Of course, if someone stops all together, that's obvious. But with your hosting service, your real life, and your current position on this forum, will you be able to monitor them as closely as it will take? I'm not saying it can't be done, but it won't be easy, and may end up becoming a "side job" that you put off every now and then, a few months or even a year from now. I suggest figuring out a way to regulate the premium access and provide additional incentives for continued assistance.

Even though he's the only community manager here, we still have moderators that could easily assist him with the process of verifying support members (I bet they could have a topic regarding it in some moderator-only board which exists I believe). You can also easily browse through their posts history and check which boards they have posted on and how many posts they made there to check their activity. I don't actually see any problem with rewarding people with premium access for doing their jobs because it's /some kind/ of moderation (and moderators have premium access as well, right?). Also I bet only dedicated people will remain and they'll deserve their reward.