Review [Issue 66] Explained: The Chat Moderation

[Flexoo 6,980]

 

The Chat lobby is a place where tankers can interact and socialize with people from all around the world, form new friendships and discuss various interesting themes. It's also a workplace of chat moderators who monitor the chats and help players on daily basis. Who are chat moderators and what is their job? Find out below!

 

 

Who Are Chat Moderators?

 

Chat moderators are class of Tanki Online official helpers who work in Tanki Online servers. To be more precise, in server chat lobbies. They monitor the flow of the chat, advise tankers and prevent any chat violations from happening.

 

Some players mistakenly treat them as 'Ban tools', or simply put, as people who are entitled to ban violators in the chat. However, the true mission of this group differs from this belief. Chat moderators are here to guide players to respectful communication and abiding of the rules and answer their daily queries related to the game. Also, they monitor the chats and clean up any and all violations that may appear in the chat lobby in order to create a clean chat environment where players of all ages and backgrounds can enjoy chatting and socializing with other tankers. They are easily recognizable in the chat by these icons that appear in front of their names:

 

  Chat administrators

  Chat moderators

  Chat mod candidates

 

Even if chat moderators are not visible in the server's chat lobby itself, they often monitor it behind the scene, always ready to intervene whenever it is needed.

 

 

 

Chat Moderation - FAQ

 

 

Q: Why did chat moderator ignore my question in chat?

 

A: He/She didn't simply ignore it. The chat constantly moves which means that it's extremely difficult to keep track of hundreds of messages. Chat moderators aren't robots and they can't respond to dozens of incoming questions all at once. If chat moderator didn't respond, try to repeat the question in Q&A channel or search for answer in other sources of information such as TO Wiki, Help Site or TO Forum.

 

Q: Shouldn't there be more chat moderators? I think there are hours when chat moderators are not present on the servers.

 

A: Chat moderators are just normal human beings, after all. They volunteer to help Tanki and they all sacrifice a lot of their free time to make Tanki chats a better place. However, they have other real life obligations; family, friends, studies, jobs. They can't be online 24/7. Besides, hiring new chat moderator is no easy task. Every potential candidate must be a trustworthy, responsible individual who must pass the training and learn all the procedures. Despite that, chat moderators are trying to be as much active as possible and cover all the servers and time zones.

 

Q: I don't know what is forbidden in the Tanki chat. Are there any regulations? Where can I learn more about it?

 

A: Read the Game Rules and the End User License Agreement (EULA). These two documents contain all the rules and regulations that you have to abide in Tanki chat as well as in all other game areas. Ignorance of rules does not excuse you!

 

Q: I have been banned on the chat, but I don't think I did anything wrong. What should I do?

 

A: First thing first, don't discuss your ban on forum, chat or anywhere else. Note that moderators only ban players based on the evidence. In case you doubt the rightfulness of your ban, contact one of the chat administrators through Forum Personal Message (PM). They will gladly clarify why you've been banned and whether you've been banned rightfully.

 

Q: I was banned, but another guy who did the same thing wasn't even warned! Why should I respect the rules then?

 

A: Even with all the effort chat moderators put into keeping the chat clean, it isn't possible to catch every single violator that appears in the server chat or battle chat. The fact that someone wasn't punished, however, isn't a reason or excuse to violate the rules yourself. If you will violate them, you will have to take responsibility for your actions.

 

Q: Are chat moderators paid for bans they issue?

 

A: Absolutely not. Chat Moderators receive their crystal compensation for the efforts and time they spend to help players with their queries and for keeping the chat lobby clean, not per ban.

 

Q: Can chat administrators unblock my account?

 

A: No, they can't. Chat administrators can only help you in matters regarding chat moderation and chat violations. If your account was blocked and you wish to learn more, contact tech support via this form; http://tankionline.com/forms/free/en/.

 

 

Interview with

 

 

We provided you with basic information about chat moderation and answered some of your hottest questions about this helper position, but only an authorized person can really address the most intriguing questions and myths. That's why we invited Ostrica, the English chat administrator, who will explain what chat moderation is really about. Let's dive right into it!

 

@Flexoo: Hello, Ostrica. Can you start with explaining what's the chat moderation job about? What's the role of chat moderators in the game/ project?

 

: Originally, chat moderators were working both on the chat and in the battles, dealing with violators in the games and on the server chats. But Tanki grew more popular and with the number of players, the number and the variety of the violations grew as well, so it was at one point decided to separate those who are working on the chat and those that will deal with game violations only. For the last couple of years, the task of chat moderators in EN community is to watch over server chats, help players to sort out the issues by forwarding them to the other platforms in Tanki where they will get proper assistance, to educate new players about the rules of the game and to maintain the order on the chat. For us, it's important to ensure that players have an environment which is fun and enjoyable to be in and that players know how to deal easily with anyone who annoys or bothers them. We don't want players to feel constrained but then again, we cannot allow stuff like swearing, insults and sexual connotations on a chat with minors so we're doing our best to maintain that fine balance.

 

@Flexoo: What do you consider to be the most interesting part and the most challenging part of the job?

 

: For me, the most interesting part was always the opportunity to get to know people from different countries and cultures, to be surrounded by different languages and customs because EN community is so rich and diverse. The most challenging part is closely related to it - chat moderation had to be adapted and attuned to those differences in order to be done properly, otherwise we’re “lost in translation”.

 

@Flexoo: How does a daily routine of chat moderator look like?

 

: To slave away, of course. :) We all hail from various time zones so we all come online at different times of the day. During that time we’re online, we’re patrolling chat channels, helping each other if there are several languages present at the same time, we're discussing bans on our own communication channels, etc. Unlike the popular belief, most decisions are done through a joint effort and under strict rules, no one is banned on moderator’s whim. By working closely one with another and following the rules of conduct, we’re reducing the possibility of an error to a minimum.

 

@Flexoo: Each applicant for chat mod position differs from another, but what are the character traits each chat mod applicant should have?  What would be your words of advice to players who would like to join the chat moderation team?

 

: We really don’t want those who are interested in personal gain and want to join the team only because of the cool paint or the fame or some other benefit. That’s not gonna work. All admins of the community are discussing potential candidates and cooperate in finding the best possible ones, M4JH0L-AFG and me included. I’d say that the ones that show a good dose of selflessness, those who mainly seem interested in the well-being of the community and not their own are the ones that we’re looking for the most. If you're one of them, please do apply. ;)   

 

@Flexoo: People often consider chat moderators to be "ban tools". Can you tell us when do chat mods use this feature?

 

: As said a lot of times in the past, banning is the last option moderators use and they actually try to avoid banning by giving verbal or official warns in so many instances. In most cases, we warn or give short duration bans  to allow players to cool down and understand during that period that they shouldn't completely lose it in some online game. We get it when someone is frustrated because of the lag or connection errors and we try to be more lenient towards them. But we simply cannot allow major offenses and blatant disregard of the basic rules of the behavior nor we're going to tolerate those who are looking for ways to provoke others and build negativity and hatred in the chat.

 

@Flexoo: Why does one player get a day ban and the other one a week ban for the seemingly same violation? What does ban length depend on?

 

: The thing is, Tanki is an old game and a lot of players are here for years. During those years, some players made huge amount of violations while others simply didn’t and that’s the main difference when it comes to ban duration - their karma. Depending on its state, a player can get banned for 6 months for an offense the other player on the server gets a day ban, or some will get a warn while others get ban right away. There are indeed a number of players that made so many violations and were disrupting the chat so much during the years, on a number of their accounts that they got banned forever, but those are really specific cases and that’s not a common practice nor something that happens often. We do give such players a warning that their next ban might be forever or at least let them understand their position at some point - most of them get banned for half year at least once prior to forever ban, we really wanna make it clear that they still have a chance to change their behavior. Other than karma, ban duration depends on multiple factors; the situation at hand, the context, intent of the player(s) involved. As already said, there are some things we simply won’t allow on the chat but we can also understand the frustration of players at some instances and we try to be more tolerant. Everything is in moderation.

 

@Flexoo: Some players claim that chat moderators discriminate other players or they do not solve violations made by their friends. Can you please shed some light on these rumors?

 

: One of the things future chat mods are asked for is to avoid accepting any new friend requests or to leave an impression that someone is above the rules. All helpers understand, once they accept being helpers that there should not be any players that they value above others - their clanmates, family members who also play etc. Chat mods even have to be prepared to ban their friends in the game if they break any of the rules. We all hope we won't ever get in that situation, but if we do, we are obliged to perform our duty, we stick to that code. Of course, to players it might look like we can do whatever we want but we actually have pretty serious rules that we gotta follow (including providing a clear proof for every warn or ban) or we can even lose our position. Players can always report to chat admins if they feel moderators abused their powers or did something wrong but please, make sure to include proper proof of any misconduct with the report, we cannot do anything if all we get is hearsay evidence and more gossip.

 

@Flexoo: Some tankers complain or don't understand why was Forum chat violation section closed. You didn't make this decision over night and you obviously had a valid reason for this. Can you once and for all explain this decision?

 

: It actually didn’t spark that much protest which kinda proved what we knew for quite awhile - only a minority of players used the option to report and it was completely pointless for a whole team of chat mods to serve that minority (we’re talking about 0.1 - 0.5% of all players) and sit locked on the forum for hours while they should be out there, on the chat, working with players in real time. To add to the problem, almost 50% of all reports were not made according to the requirement of the section or were a complete off-topic, with players asking random questions instead of reporting an offense. Finally, there were issues like players posting fake screenshots or literally organizing “an ambush” in order to get some players banned or keep them banned - that was kinda the last drop. So with all of the above said plus the other reasons that we explained in that very topic, coupled with some technical issues that we experienced at that point, it was logical that we will not continue with the practice.

=Click here to find more details about the closure of Forum Chat violation section=

 

@Flexoo: What should players do now if someone provokes or insults them in the chat or in the battle?

 

: It’s pretty simple; they can either block the offending player using Ignore option or chat commands, disable private messages from everyone, or disable the chat completely (both can be done from profile’s Settings). None of it will affect their gameplay.

 

@Flexoo: Are chat moderators somehow related to Tanki employees?

 

: Lol, no :lol:. Most EN chat mods have not even been to Russia :D. So no, you won’t see any of us in any VLOG, waving to you from Tanki’s office. As far as I know, only developers, some community managers, game designers, different technicians and specialists work in the office. Moderators and admins all work remotely, from different parts of the Solar System.   

 

@Flexoo: Do chat moderators have any information on sales, promotions, giveaways, etc.?

 

: It’s kinda connected to the previous questions - no, they do not. Such information are only available to selected employees of the company and are not shared with non-employees (like helpers). Players should get once and for all that we really don’t know anything about such things. Just like it’s said in the Help section: “Keep your eyes peeled for new information about sales in Developers' News, and keep watching the weekly VLOGs”, that's really the only way to get such info.

 

@Flexoo: Is there any way normal players can help the chat moderation team?

 

: Of course, we’re hugely grateful to everyone’s help and support. There are players who constantly remind others to follow the rules of the game or inform them about the things they can do to protect themselves from offenders or scammers. When chat is really busy and moderators cannot answer all the questions, such players are likely to step in and we really cannot thank them enough for helping us in the time of need. We’re also thankful to every high ranked player that helped low ranked players with their game related questions, those are the things that makes the community better and stronger, in my opinion.

 

@Flexoo: Does Ostrica's whole family monitor Tanki servers and chat lobbies?

 

: DEFINITELY! I have a bunch of people roaming through my place, just looking for the next Tanki player to ban :D. No, seriously, I did hear some crazy rumors - like, I’m a married person and my husband is the one doing all the bans; or that a bunch of my “brothers”, “sisters”, “cousins” and “robots” apparently play the game, speak in my name and threaten players with bans. It’s crazy, really, how much Tanki players can gossip. But in truth, all of us mods and admins are just random individuals from all over the world (and the surrounding planets), with different cultural backgrounds, all joined in one team simply because we love the game and have fun with it, plus we love the idea of helping the community while we’re still a part of it. It’s really cool when you can give something back to the community and the hobby you’ve enjoyed for years.

 

@Flexoo: Thank you for your time and insight to the chat moderation job, Ostrica.

: Welcome  :)

 

 

With that being said, I hope we have clarified all the myths and answered all your questions related to the chat moderation and the team. We wish the chat moderation team all the best in their effort to make the Tanki chats a better place for everyone. See ya!

 

[EAU 233]

I'm in this clan.. wait this isn't clan topic :D anyways, good article 

[maryam98 1,171]

Great article! But you should've asked (it?) if it's a potato :p

Edited July 8, 2017 by maryam98

[maryam98 1,171]

it not she :p

Fixed

[Moraine 5,877]

Great article! But you should've asked (it?) if it's a potato :P

No need, it's already confirmed elsewhere :p

[Mister.Sister 3,574]

Interesting!

[Ngioeelds 37]

Thanks @Flexoo, it's always hard to explain players what we do, and why we do it like that, but you made a it clear for all (and our admin as well of course  :wub: ).

[Hex 11,520]

Thanks @Flexoo, it's always hard to explain players what we do, and why we do it like that, but you made a it clear for all (and our admin as well of course  :wub: ).

Right on :)

[Hate 5,582]

Wonderful article and easy to read as well.  Well done.

[Moraine 5,877]

Wish more players commented, would like to know their thoughts... 

[Spy 14,687]

Great article! :wub:

[ZeusVinsi 84]

Appreciated Article

[O.S.A.N 714]

I am wondering how do they check a player's karma and how the karma thing looks like on the screen ? :rolleyes:

[Ninja 10,468]

 

 

 following rules of the conduct, 
 from different parts of the Solar Sytem.   

Couple of typos.  ^_^

 

Fantastic article, very informative. 

[Moraine 5,877]

I am wondering how do they check a player's karma and how the karma thing looks like on the screen ? :rolleyes:

I'm sorry but that's an information we cannot share nor discuss. 

[M-axis 589]

Wish more players commented, would like to know their thoughts... 

Personally, I really enjoyed this article. Even if they stole my idea I was planning to do in the AWC section. I did Reporters first and was planning to do chat mods next.  -_- Ah well, I can always do Forum Mods!  :P

 

It was great to know more about the job and how its run. Plus if I ever apply to chat mods, I'll have a basic idea of what its all about ;) So I say I mean it for the community but all I want is crystals.

 

Once again, great article! :D

[Viking4s 10,791]

I am wondering how do they check a player's karma and how the karma thing looks like on the screen ? :rolleyes:

Easy they contact the Karma Police. :)

(so don't mess with them)

 

 

 

 

[CuT_TheRe_HeaRTs_OuT 640]

I always say bring the ban hammer and  ban them all, ban ban ban. 

[Moraine 5,877]

I always say bring the ban hammer and  ban them all, ban ban ban.

So much correlation between your nickname and your stance bro ;) But chat mods are gentle souls, not trigger happy.

[robbie56 2,403]

I'm sorry but that's an information we cannot share nor discuss. 

I bet my karma looks pretty nice

[Destrod 2,634]

The first question you should have asked is " Are the rumors true? Are you a blood thirsty Ostrich bent on destruction?"

[Moraine 5,877]

And the answer to that would be:

 

Why would I be blood thirsty? No player is getting banned without the reason and outside rules of the conduct of chat moderators. 

[Mjro7 2,837]

woow this most interesting interview  :o  

[Rooky 414]

Kept reading the whole interview in order to know which planet exactly Ostrica belongs to. But Fail :(

[GeekSHizzle 522]

cool :D