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xtina66

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  • "xtina66" started this thread

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Friday, January 18th 2013, 5:17pm

PMing Moderators

I just tried to PM one of our new cm/gm's with a question and it stated that he/she chooses not to accept private messages and if this is a mass mail to remove them from your recipients.

Guess I am confused about this as arent we suppose to be able to do this?

smid1401

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Friday, January 18th 2013, 5:43pm

If you are talking about Nenysvor , then you can only PM him/her on the EU side .. But i think he/she said , dont waist your time.. and to PM Mentors here for info...

here is his/her post.

http://forum.us.runesofmagic.com/showthr…?t=78180&page=3

vfwiffo

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Friday, January 18th 2013, 5:47pm

I imagine they get tons of PMs, on whatever side there are PMs to be sent. People tend to want to jump ahead in line whenever they can.
-- Rustyx --- 92R / 92S / 92M on Reni (Guild KnightShift). Yes, running the new FOTM R/M, cause I am not elf enough to be WD/S.

Oh, and people who have more than 3 classes are clinically insane.

smid1401

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Friday, January 18th 2013, 5:54pm

Quoted from "vfwiffo;585446"

I imagine they get tons of PMs.


Yep it's all part of Their jobs ; )

GarySandstorm

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Friday, January 18th 2013, 6:01pm

I have always had good feeback from the reign of dionaea, response from anywhere of couple hrs to 1 day when i pm'ed her.

vfwiffo

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Friday, January 18th 2013, 6:15pm

Quoted from "smid1401;585448"

Yep it's all part of Their jobs ; )


Absolutely, there are many cases where PMing a mod or GM is called for, and I have no idea if the OP's case is one such. But, I've seen what happens when they show online, - people spam them with all kinds of stuff that really does not need to be said. I imagine it is quite a bit worse with PMs.
-- Rustyx --- 92R / 92S / 92M on Reni (Guild KnightShift). Yes, running the new FOTM R/M, cause I am not elf enough to be WD/S.

Oh, and people who have more than 3 classes are clinically insane.

Nenysvor

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7

Friday, January 18th 2013, 6:38pm

Quoted from "GarySandstorm;585450"

I have always had good feeback from the reign of dionaea, response from anywhere of couple hrs to 1 day when i pm'ed her.


And that's the reason, it's not funny to open my pm box and answer after a week "Sorry for waiting, do you still need my help?"
Maybe we will change some team structures if Cernunna is back, but during these days I see no problem for you to ask your Mentor team and they have the same time zone like you, that's another important point. ;)

Almondnut

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Friday, January 18th 2013, 6:53pm

Quoted from "vfwiffo;585446"

I imagine they get tons of PMs, on whatever side there are PMs to be sent. People tend to want to jump ahead in line whenever they can.


Over the last few years I have PM'ed the moderators when necessary and yes in every single case they have responded. Your aim that we PM to jump ahead is misguided. The job they do is that of an ombudsman. They are the interface between us and the people above them. Right now though it looks like this is not the case and that is dangerous as support puts problem to the bottom of the list which may makes a solution impossible.

Almondnut

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Friday, January 18th 2013, 6:57pm

The mentors are great people but in the past they have made some glaring mistakes on policy and as such have left that to the CM's. Your moving them up a notch in what they can do has to be weighed against those mistakes.

vfwiffo

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Friday, January 18th 2013, 7:07pm

Quoted from "Almondnut;585460"

Over the last few years I have PM'ed the moderators when necessary and yes in every single case they have responded. Your aim that we PM to jump ahead is misguided. The job they do is that of an ombudsman. They are the interface between us and the people above them. Right now though it looks like this is not the case and that is dangerous as support puts problem to the bottom of the list which may makes a solution impossible.


Same experience, but all that proves is that you (and I) had legitimate reasons for PMing. That is not necessarily the case for other people. While this is pretty much a WAG, of course, I'd bet most messages they get do not need to be sent.

I've seen too many impatient people attempting to escalate their problems above the level that they can, and should, be handled it. Not just in ROM, everywhere else too.
-- Rustyx --- 92R / 92S / 92M on Reni (Guild KnightShift). Yes, running the new FOTM R/M, cause I am not elf enough to be WD/S.

Oh, and people who have more than 3 classes are clinically insane.

effervescent

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Friday, January 18th 2013, 8:57pm

The question begs, though, why EU players are allowed to PM the GMs, yet we are not. Certainly they're not any less likely to try to "jump ahead" than US players are.

Formerly Catorii, D/S/M of Faction.

tkulu

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Friday, January 18th 2013, 9:57pm

Quoted from "effervescent;585474"

The question begs, though, why EU players are allowed to PM the GMs, yet we are not. Certainly they're not any less likely to try to "jump ahead" than US players are.


Not sure if it really is a matter of who gets to PM who, it looks to me more like an attempt to streamline a response. If the moderator can really only give you the same response/escalation a CM/GM can, but can give that response faster due to being in the same time zone, it sounds like a win for you.

Does it really matter who gives or how fast you get the " we are forwarding your question to the appropriate department" spiel?

Nenysvor

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13

Saturday, January 19th 2013, 12:31am

Maybe here is additional some misunderstanding.

A GM is a person of customer support. There is no GM on EU available for private messages.
A Moderator like me, is something between a Mentor and a Community Manager, employed at Gameforge, but most parts of my work is the same like a Mentor do + some work if any CM request my help ;)
Call me a "reserve pool employee", that will fit.

sertet

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Saturday, January 19th 2013, 2:33am

Quoted from "Nenysvor;585494"

Maybe here is additional some misunderstanding.

A GM is a person of customer support. There is no GM on EU available for private messages.
A Moderator like me, is something between a Mentor and a Community Manager, employed at Gameforge, but most parts of my work is the same like a Mentor do + some work if any CM request my help ;)
Call me a "reserve pool employee", that will fit.


So essentially the CM is the contact point between us and gameforge and the one to post information to the website and news/specials/techinfo on the forums.
A GM in this games context is purely a paid mentor that has the posting ability of a CM
And a mentor is a volunteer (preferably one that has a native language that is useful to the region) that moderates the forums but cannot post any real information.

If you ask me, there is far too granular of a system in content control/moderation for the forums than there is for the game and that is the biggest problem. The only route of problem solving is one of the slowest form of communication available. There has been 2 support system renovations since gameforge took over and each iteration seems to provide less and less service.
A real sysadmin knows how to change the time.
If you make the same mistake while trying to make up for the previous one, you are doing something wrong.

As much as I'd love to say I offer consulting services, the scope of things broken is too large.

Nenysvor

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15

Monday, January 21st 2013, 6:26pm

Quoted from "sertet;585505"

A GM in this games context is purely a paid mentor that has the posting ability of a CM


If you exchange "GM" with "Moderator" it's perfect ;)