Remove SB rule 3.2

[SSH]

3.2 Do not attempt to contact staff members for non-shoutbox related staff things via the shoutbox. Use support tickets/reports.

No one enforces it, even the staff are fine with it.

 

[SheepeyDarkness]

I agree. If it's a quick question, a ticket isn't really that necessary and could more easily be answered in chatbox.

 

[BOOP]

No one enforces it, even the staff are fine with it.

but now that you brought this up, mick's gonna start yelling at staff to enforce it

 

[Ally]

Change it to "3.2 Don't get butthurt if staff decide not to do what you want when you want at the time you demand that they do staff-related duties while they're patrolling the shoutbox like the cool peeps they are".

I get the intention of this rule and honestly it was probably made with good intentions but you're right, it is largely redundant. I can't really see the staff enforcing it since people would just be angry over something so petty (and to an extent they are right).

 

[Mick]

I think it's really gross that we use the word "things" in a rule. I know this isn't the purpose of the suggestion, but Justis can we change the word things to "topics" whenever we go through and make our next batch of minor rule changes? Things is a cross word.

Basically the purpose of this rule is just to clarify to users that the chat isn't a place for them to be contacting us for support and if they start complaining about it we can cite that rule to them. Generally in chat we like to help users, but sometimes as a staff member it's nice to just soak in the dope vibes in chat rather than constantly dealing with support.

I'll leave this open to await my beautiful admin's response.

 

[Sloth]

I’d keep the rule for the staff. Yes it’s a very redundant rule but in the event there’s somebody going off on a staff member for not helping them in the shoutbox the staff have a way to shut it down immediately.

 

[inferno]

there's some things that can't be done in chatbox but I feel like staff should answer some basic questions and not make us wait a week in tickets.

 

[Ally]

there's some things that can't be done in chatbox but I feel like staff should answer some basic questions and not make us wait a week in tickets.

We do try to answer questions when we can. Tickets are a good way to get answers to questions when we can't answer them and no one else is online, however. The same applies if a staff member doesn't know the answer immediately either. More consistency than anything else.
Another thing to note is ideally you won't be waiting a week for an answer to a question in a ticket, unless it's really obscure or specific to your situation (wherein only a single staff member, or small group of staff members who are usually pretty busy can answer it).

 

[inferno]

We do try to answer questions when we can. Tickets are a good way to get answers to questions when we can't answer them and no one else is online, however. The same applies if a staff member doesn't know the answer immediately either. More consistency than anything else.
Another thing to note is ideally you won't be waiting a week for an answer to a question in a ticket, unless it's really obscure or specific to your situation (wherein only a single staff member, or small group of staff members who are usually pretty busy can answer it).

yep, I get that.. But the rule isn't abided by anyone haha. Might aswell just remove it but have people whisper

 

[Ally]

yep, I get that.. But the rule isn't abided by anyone haha. Might aswell just remove it but have people whisper

Questions are completely fine. When it comes to getting support though from staff - i.e. priority support - we'll never allow that. There are plenty of people who request it and while we could directly quote the rule, we tend to not (it's better to just say we don't give out priority support, etc.). It should be made clear that's the case. Using the systems available to users (reports, tickets, etc.) is what's important.
I was going to suggest moving the rule to global but honestly, the chatbox is where I'm personally messaged the most regarding either feedback disputes, reports about posts or other things that should be dealt with using the systems.

 

[Mick]

In our most recent announcement we've changed "things" to "responsibilities" because, as I said, things is a gross word.

We won't be entirely removing the rule though, I still think it's an important rule for us to keep.

Denied, thanks for the suggestion