Community Leader Training Plan
By Charlie May - Community Program Director
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community \Com*mu"ni*ty\, n.; pl. Communities. [L. communitas: cf. OF. communit['e]. 1. Common possession or enjoyment; participation; as, a community of goods. The original community of all things. --Locke. An unreserved community of thought and feeling. --W. Irving. 2. A body of people having common rights, privileges, or interests, or living in the same place under the same laws and regulations; as, a community of monks. Hence a number of animals living in a common home or with some apparent association of interests. Creatures that in communities exist. --Wordsworth. 3. Society at large; a commonwealth or state; a body politic; the public, or people in general. Burdens upon the poorer classes of the community. --Hallam. Note: In this sense, the term should be used with the definite article; as, the interests of the community. Source: Webster's Revised Unabridged Dictionary |
Worlds Community Leaders Mission Statement and GuidelinesMission Statement: When you see an arrow image like this: |
Community Leader Training Document OverviewInternet chat programs have become a leisure activity share by young and old alike. They reach a widespread audience with diverse backgrounds from countries all around the world. The current sophistication and complexity of the programs demand some type of on-line real-time assistance and customer service in order to welcome the users and help them enjoy the program to the fullest. Unrestricted, unmonitored use by immature members or those who use profane, sexist, hurtful, rude or racist language can create an atmosphere that is uncomfortable for members of the chat program, resulting in their defection to another service. Our Community Leader Program was created to provide excellent
Customer Service for these two reasons: Internet chat programs should have in place some type of internal live moderators, monitors, community leaders or Hosts to greet, observe, assist and help users/members when needed. Worlds.com, the worlds premier 3D Entertainment Portal, has chosen to call their program the "Community Leader Program" and the monitors called Hosts. |
Why Have a Community Leader ProgramOnce a chat program reaches beyond a few users and becomes a popular "hang out" place for members, there comes a time when the need arrises to put in action a mechanism that can and will assist new users and monitor the discussions and behaviors. There are several things to consider: Worlds.com determined they want a chat program that can be enjoyed by members from age 13 and above, from any country in the world. A program that welcomes new users into an environment that makes them feel comfortable and safe. We want to create an atmosphere that will bring together people with diverse backgrounds, interests, beliefs, education, and skills where they can chat, share with each other and have fun! What constitutes acceptable behavior of the members? Acceptable behavior can be anything the owners of the chat program want. From unrestricted language and behaviors (XXX rated) to something closely monitored and electronically filtered (G-rated). Worlds.com developed a list of do's and don'ts called "Guidelines and Terms of Service". Identification Selection and Management of Community LeadersSuccess of the Community Leaders Program depends on the selection of members who are enthusiastic, mature, articulate, emotionally stable with great experience in chat programs. Seasoned veterans that are not surprised or upset with issues, language, and actions of members that arise in a virtual environment should be considered in the first selection. Someone needs to be in charge of the Community Leader Program to receive applications, review them for the criteria required, observe the applicants on-line in the program, interact with them on-line, request recommendations from other members, and to make telephone contact with the applicant prior to confirmation. Worlds.com has an online Community Leader Application Form that can be accessed and filled out by any member who so desires. While this is the prefered method of collecting applications, they must be reviewed carefully to eliminate those who apply for reasons other than the obvious. A virtual chat program is fairly anonymous and placing someone who has other agendas in mind in a position of trust and authority can only lead to disaster. Unfortunately, there are those that prey on the young and naieve. Those with virtual "revenge" motives. Those who would engage in criminal activity such as drugs, hacking, electronic fraud or sexual advances to the young or old. In no way should the undesirable element creep into a Community Leader Program. Sometimes the telephone call will be enough to eliminate a potential problem, however if one slips by they must be weeded out as quickly as possible. Mere selection and putting a person into a Community Leader position is not enough. Observation and monitoring is a continuing part of the process. As with any volunteer program, there will be scheduling changes, some turf wars where one Community Leader is upset about another one coming in on their shift. There will be jealousy, gossip, and those that go on an ego trip over being a Community Leader. Internal power struggles can develop and the program become unmanageable as the Community Leaders grow dissatisfied and unhappy. Someone must be in charge to handle these ongoing issues as they occur and they will occur. A well managed Community Leader Program is essential to the health and success of a chat program and is Customer Service at it's best. What Actions Occur When Members Violate the "Rules" of the Chat ProgramWhen an observed violation of the Terms of Service occurs, we ask our Community Leaders to whisper to the member in violation and request they refrain from breaking the rules. We also can point them to the particular page on www.worlds.com web site so they can read the rules themselves. If the conduct or violation is serious enough our Community Leaders have full authority to "boot" the member off the server for the offense. If the member comes back and behaves, they they are allowed to stay. If they come back with an attitude and continue to violate the Terms of Service they can and will be "booted" again. Each "boot" of a member requires the Community Leader to send in a "Boot Report" to the Community Leader Director for review. Serious or habitual repeated offenses may result in the member's account being "Banned." When a member's account is "Banned" that account linked with that email address will no longer work and they will not be able to return to WorldsPlayer until they re-register with another email address. If the member gets another account and comes back to Worlds, they are welcome to stay as long as they don't violate the Terms of Service. |
Building a World(s) Class CommunityWorlds' Community Leaders are selected volunteer members who are trained to work with Worlds staff to help build the online Worlds community. You will recognize our Community Leaders online by their special yellow nametag and the word HOST- before their name. Communities are all about people. At Worlds, we view the fundamentals of community to be communication, relationships, camaraderie, commitment, contribution and commerce. Building community is like throwing a party. Worlds Community Leaders are the hosts, and the members are the guests. If you're walking into a room of people you don't know, you're a little nervous and uneasy. You want a human to meet you at the door, greet you, introduce you around, make you feel at home. That's the role of the Community Leaders. Our Community Leaders are there for our members: · Community Leaders hang out at entry points such as the Meteor and greet new members · Community Leaders help new members with questions · Community Leaders help members join the group by showing them around and introducing them to other members · Community Leaders test new program updates before they go live · Community Leaders help Worlds neighbors understand and follow the appropriate online behavior guidelines · Community Leaders communicate with Worlds staff as problems occur Our policy on behavior is one of inclusion and persuasion, rather than exclusion and punishment. For this reason, the Community Leaders are charged with helping to engage problem members and draw them into the Community. When necessary, the Community Leaders will be asked to identify ongoing unacceptable behavior (as defined by our Community Guidelines) to the Community Director for further action. We ask that all our members cooperate with our Community Leaders. If you are interested in more information about becoming a Community Leader, contact community@worlds.com, or you may fill out our Community Leaders Application form. You will be asked for information about yourself, for scheduling preferences, and for information relevant to accounting. You will be notified of acceptance soon thereafter, depending on available openings. |
Beta Testing and On-Line EventsCommunity leaders are a rich source of enthusiasm, ideas, talent and willingness to assist in any manner possible. They give freely of their time and energy and have an internal desire to make the chat program successful in any way they can. It is these attributes that are valuable in two major ways: · Beta Testing · On-line member participation events Beta testing is critical as new and innovative worlds and features are added to the program. We have enlisted the assistance and help of our Community Leaders as part of the recruiting and application process. Those that are willing (and over 95 percent are) have agreed to be the first to upgrade, test and report on new features, new worlds and changes to the program. Using the Community Leaders as Beta Testers provides testing on a wide variety of computer configurations, internet connectivity, and operator expertise levels that otherwise would not be possible. The Community Leaders are an excellent choice as they are enthusiastic, responsible, and willing to report the data to our programmers giving us the "good, bad and ugly" as quickly as possible. On-line member participation events such as Poetry Night, Comedy Night, Trivia Contests, Avatar Contests, and Tours to WorldsMarks provide the members with more than just plain old Chatting. Community Leaders have stepped up to the challenge of not only suggesting these events but also to providing the leadership and being incharge of the event. Poetry night is an opportunity for members of any age and skill to stand up on the stage and read their own brand of Poetry. It can be their own prose or that of someone else if they give them credit. It can be good or bad, happy or sad, light or dark but the point is that it's fun and interesting and a way to spend two hours with your friends. Comedy Night is another event that has drawn a faithful crowd. The Community Leader organizers of this event spend hours online gathering information about a particular commedian and then portray them in a virtual environment throughout the evening as regular members come on stage to deliver their own brand of comedy! We have had Rodney Dangerfield, Carrot Top, and Billy Crystal to mention a few virtual guests our Community Leaders impersonated. Great Fun! Trivia is the standard question and answer situation with points awarded to the top three correct answers. There are two separate hour long sessions that allow members young or old from anywhere in the world to log on and participate. Unlike Poetry or Comedy night, you don't have to stand before a crowd and deliver a joke or read poems you only have to think you know the correct answer to play and be one of the top three to score points! We held a very successful avatar contest that the members enjoyed very much. We had judges and several categories of contest entries: Unhacked, Cute & Cuddly, Bold & Beautiful, Creepy & Scary, Abstract & Avante-Garde. It is amazing how creative the members can be given a forum to display such talent. Worldsmarks are places of interest the Program doesn't take you directly too. It could be something as simple as standing on a wall, or more complex like going beyond the normal boundaires of the program, floating up in the room, or behind the mirror in the avatar galleries. There are an unlimited number of possibilities and each week one of our Community Leaders gathers those interested in seeing some of the lesser know worldsmarks and take them on tour for about an hour or longer if they so choose. The feedback is very positive and anyone can participate. Some upcoming events will include Holiday Themes for Poetry and Comedy nights, Parties for Halloween Christmas and New Year, and a Halloween Avatar contest. |
Worlds.com 3D Portal Guidelines and Terms of ServiceENTERING A CHAT SESSION AT WORLDS CONSTITUTES YOUR ACCEPTANCE OF THE TERMS AND CONDITIONS OF THIS AGREEMENT. IF YOU DO NOT AGREE TO ABIDE BY THESE TERMS, PLEASE DO NOT ENTER WORLDS.COM. Worlds.com 3D Portal gives the Worlds community a place to meet, chat and share ideas. As in a real community, respect of others is expected, and the following rules have been sent forth to this end. You are entirely responsible and liable for all activities conducted through your chat session. Violating these rules may result in Worlds terminating your chat session, or terminating your account.
LIMITATION OF LIABILITY MEMBER CONDUCT USERS ARE SOLELY RESPONSIBLE FOR ANYTHING CONTAINED IN THEIR
CHAT SESSIONS. WORLDS DOES NOT VERIFY, ENDORSE OR OTHERWISE VOUCH FOR THE
CONTENTS OF ANY CHAT SESSION. USERS MAY BE HELD LEGALLY LIABLE FOR THE
CONTENTS OF THEIR CHAT SESSIONS, AND MAY BE HELD LEGALLY ACCOUNTABLE IF THEIR
CHAT SESSIONS INCLUDE, FOR EXAMPLE, MATERIAL PROTECTED BY COPYRIGHT
TRADEMARK, PATENT OR TRADE SECRET LAW WITHOUT THE PERMISSION OF THE AUTHOR OR
OWNER, OR DEFAMATORY COMMENTS. Worlds reserves the following rights:
Please be informed of the following:
Worlds.com 3D Portal Content GuidelinesWorlds has carefully developed the following content guidelines to promote the free-flowing exchange of ideas about your interests, activities and hobbies, while maintaining standards consistent with the Internet community and the societies of the world. Worlds does not discriminate based on sex, age, gender, sexual orientation, ethnicity, culture, religion or socio-economic status. Worlds does not allow any chat content in Worlds.com 3D Portal that is:
This includes, but is not limited to, the following activities:
This includes, but is not limited to, the following activities:
We reserve the right to suspend or remove any member from the system which is brought to our attention and which we find, in our sole discretion, violates any of these chat content guidelines or otherwise is in violation of the law. Members who are in violation of the Worlds Content Guidelines or Terms of Service may have their membership revoked. ENTERING A CHAT SESSION AT WORLDS WILL CONSTITUTE ACCEPTANCE OF THE TERMS AND CONDITIONS OF THIS AGREEMENT. IF YOU DO NOT AGREE TO ABIDE BY THESE TERMS, PLEASE DO NOT ENTER WORLDS.COM. |
Cover Letter ExampleDear Community Leader: HOST-Care It was good to chat with you Diane! Thank you for joining our Worlds Community Leaders Program. We are delighted to have you on board! The attached packet contains documents that will help you better understand your role, our expectations of you, and our product. We greatly appreciate your willingness to help us, and hope these documents help you. Please review these materials, and contact us with any questions you may have at community@worlds.com. We ask that you print, review and initial the checklist and sign the contract at the bottom, and mail us the signed copies to: Worlds.com The enclosed materials are: We look forward to working with you to build a World(s) class community! Charlie May (SirGemini) |
Community Leader Contract ExampleWorlds.Com (www.worlds.com) P.O. Box 35 Walla Walla, WA 99362 Dear Community Leader: This letter sets forth the terms and conditions of the agreement between Worlds Inc. d/b/a Worlds.com and you with respect to your service and compensation as a Worlds Community Leader. It is agreed and acknowledged that: 1) You have read and accept the terms and conditions set forth herein and agree to act as a Community Leader for Worlds.com. 2) As a Community Leader you shall devote at least three hours a week signed-on to Chat, welcoming new users and acquainting them with Chat as well as identifying ongoing unacceptable behavior (as defined in Community Guidelines and Worlds.com Terms of Service http://www.worlds.com/help/worldsterms.html) by users to the Community Director for further corrective action. 3) You will not hold yourself out or permit yourself to be regarded as an employee, officer or agent of Worlds and shall strictly avoid any act or omission that could reasonably lead to a contractual or tortious claim against or liability to Worlds. 4) During your continuous service as a Community Leader (and after a 90 probationary period with a review of your performance), so long as you are in compliance with the terms of this Letter (such compliance to be determined solely by Worlds, in its discretion), you will receive free V.I.P. subscription to Worlds.com. 5) All information, knowledge and data relating to or concerned with the operations, business and affairs of a Community Leader or Worlds which are exchanged by the parties hereto in connection with the performance by a Community Leader of his or her duties hereunder shall be the property of Worlds and be treated as confidential information. A Community Leader shall not disclose or divulge such information to any firm, person, corporation or other entity other than as required by law or in connection with the performance of his or her duties hereunder. Your obligations under this Section shall survive the termination of your service as a Community Leader. 6) Either of us may terminate your service as a Community Leader at any time, with or without cause, upon notice to the other. Upon such termination, our respective obligations to each other shall cease, except that you shall continue to be bound by the obligations set forth in Sections 3 and 5. 7) You consent to Worlds conducting, in its discretion, a preliminary check on your background, which could include a check of any criminal history. You authorize Worlds to use your social security number or other National Identification Number set forth below solely for such purpose. You also authorize any employer, business associate, educational institution, government unit, court, financial institution, military service record center, or consumer credit reporting agency to release to Worlds and their legal representatives or agents any information they may have about your occupation, avocations, associations, educational achievements, character and general reputation. 8) This Letter contains the entire agreement between the parties with respect to the matters herein contained and any change or modification must be in writing and signed by the party against whom enforcement of the change or modification is sought. WORLDS.COM By:______________________________ Accepted and agreed to: |
Administrative Overview and Checklist ExampleAdministrative Overview and Checklist Please print out this page, check the following items, sign below and return to Worlds: ____ I have read, understand, and accept the Community Leaders
guidelines and related training materials provided by Worlds. |
Community Leader Do's and Don'tsFirst, a community leader should: |
Community Leader Basic ResponsibilitiesA Community Leader should: |
How to handle a hostile situationOur policy on behavior is one of inclusion and persuasion, rather than exclusion and punishment. For this reason, the Community Leaders will not be asked to exclude members from the Worlds Ultimate 3D Chat environment. Instead, they are charged with helping to engage problem members and draw them into the Community. When dealing with offensive users, the Worlds Community Leader should follow these guidelines: 1. Address any user that is in anyway aggravating or harassing other users or making inappropriate remarks in the room. It is best to do so in a whisper, and in a polite manner. Something along the lines of : "Hello, I am HOST-X and am a Worlds Community Leader. You are violating Worlds Behavior Policy as described at …….Please refrain from using this type of language.", or other words you feel appropriate. 2. Advise the offended party that they can mute the offending member. 3. If possible, keep a log of the exchange and/or a print screen of the offensive chat. 4. Sometimes an offender just does so to get attention - try to engage them in a positive way instead, distracting them by offering to show them one of your cool WorldsMarks, for instance. 5. If the member refuses to cooperate, do not get into an argument with them, and boot them if they continue to misbehave (see below). 6. Abstain from making hostile or harassing comments to any of the users under any circumstances. 7. Ask any members with offensive user names to change their username, and report them to the Community Director if they refuse. An offensive name includes vulgar terms, swear words, private body parts, etc. 8. Warn chatters not to use profanity, offensive language or racial slurs, or sexually explicit conversations. 9. Advise users who constantly use caps that in chat etiquette, CAPS mean yelling, and are disruptive to the flow of conversation. 10. If a member floods the chat screen, ask them to stop. If they continue, please boot them. 11. Advise users about safety issues, such as never giving personal info online. Booting a hostile member: Whenever you boot someone, send a report describing the reason and the chat log to community@worlds.com. The Community Director will review the reports, and ban member permanently by terminating their account, if deemed appropriate. Watch for the offending member, and see if he/she re-logs after 15 minutes, and if he/she continues to misbehave. You may continue to boot the member for continued violations of the Terms of Service until they either comply or you can make contact with Community Leader Program Director for guidance and assistance. |
Community Leaders ScheduleA current schedule and list of authenticated Community Leaders can be found at http://www.worlds.com/help/clnames.html. If you would like to switch to another time slot, please email me at community@worlds.com. |
Worlds Community Leader Application Form Example
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FAQsIt is important that the Community Leaders read and understand the Frequently Asked Questions (FAQ's) in the HELP in order to assist the other members effectively. Click here to view the FAQs. |
Updated 10/24/00 All Content © Worlds.com, 2004