EMPATHY

“The action of understanding, being aware of, being sensitive to, and vicariously experiencing the feelings, thoughts, and experience of another”​

What does empathy mean for us? As moderators, and quite literally the customer service specialists of the Mine Your Mind Network, this means that we identify with our players. Even when we don’t. We try to be aware, be sensitive to, and be understanding of their issues. If our players are scared or feel they have been wronged somehow, empathy means that we see their situation from their perspective. That we understand what it’s like to be scared or wronged. As customer service specialists of the Mine Your Mind Network, this also means that we have the duty and the privilege of calming their fears and righting their wrongs.

So someone was griefed and lost a month’s worth of work?
I’m sorry MrMinecrafter, I understand how it feels to lose a month’s worth of work. We’re going to do everything we can to make sure this situation is taken care of.​

​
So someone was griefed and lost 20 minutes worth of work?
I’m sorry MrMinecrafter, I understand how it feels to lose that work. We’re going to do everything we can to make sure this situation is taken care of.​

​
Etcetera.

While it may seem to us that they have lost virtually nothing, or their issues are trivial and with a little bit of time and effort it can be made up quickly on their own, it may seem to them that they now have a huge hole where their sense of satisfaction used to be. Maybe they’re an 8 year old kid who only gets 4 hours a week to play on the weekends. Maybe they’re a grown adult who rallies their kids to play on our network, but only has the time and/or knowledge to do a limited number of things. And now those things are gone.

The bottom line is that we don’t always know their situation. Especially when we first see that ticket roll in, we only know that they feel they have been wronged, that they have lost something, and they are looking to us - THE MYM STAFF - to make them whole again. And that’s exactly what they should be doing, because that’s the job we signed up to do.

This situation can apply to many things. They’ve been griefed. They think those guys speaking French in public chat are making fun of them or plotting against them. Someone is taking advantage of the market, price gouging or selling items they aren’t supposed to be. It doesn’t matter what they feel they need. It is our job to make them feel we have helped them. No matter what. Even if it’s a virtual smile and a “have a nice day” we should always be leaving them feeling better about their interaction with us when they have taken the effort to reach out.

Additionally, this must be said: Abuse of the ticket system is rare. It’s done maliciously and with intent. It’s continual harassment, the kind of which you would call the police over if it were happening at your front door. Even if someone is annoying you with tickets, you don’t get to call it abuse until it’s causing harm, and then please discuss in slack or with a Sr. Moderator+ whether or not it is abuse before lashing out at a player, calling it such. As we tend to say from the very beginning of this long strange trip, we can’t punish people for being annoying.

Players will get on your nerves. Players will test you. They will push and pull and pinch and try with everything they have (especially the younger ones) to see what you will allow them to get away with. Treat them kindly and with respect, and with a smile on your face, even if it's the last thing you want to do.

Remember to be empathetic: How would you feel if you were in their position - at the age of 8 or 28 - after your virtual life just fell apart and you are turning to the only people in the world who can help you fix it. Remember to be empathetic and act accordingly.

This doesn’t just stop at players. While they are certainly the backbone of our network and the entire reason we exist at all, empathy should be used when interacting with your fellow staff members as well. Everyone deserves empathy, everyone deserves respect. As a member of our staff, it’s an asset that to have the ability to extend those common courtesies to anyone you encounter in your day.

Don’t ever let anyone leave your presence feeling diminished.

This is the most important thing we can remember. When it’s all said and done, we want people to be glad they reached out to us, and welcome to do so again. Because that is what each and every one of us signed up to do. If you personally feel that is not the case, please re-examine your place and your intent on our staff. We want this to be fun for everyone. When it ceases to be so, then something needs to change.

Please sign off below and when you do, include one sentence (5-10 words, no essays required) that you think summarizes this post. It can be a bit of helpful advice, something that can help your peers in extending empathy easier or your general opinion of this recommendation. What do you (or can you say) that makes a player happy to talk to you? What would you want someone to do for you as a player in trouble?

Thank you, as always, for your time and attention and all you contribute to MyM.