Oh my...
Rule Six:
Don't ever give out your password to anyone on the Neopets site. We will NEVER e-mail you or try NeoMessaging you to get your password. If anyone does try to get you to reveal your password, please report them using this form.
It's not a Neomail... It's an e-mail. Ending with...
Please reply with the following information. All of it is used to verify your
account:
NeoPets User Name:
NeoPet Password(To verify your account):
Real First Name(To verify your account):
Real Last Name(Optional):
Age:
Why should you become a Monitor?
What team do you wish to be on (See Section 3.14) :
Happy Surfing,
Sue
I didn't read it through entirely yet, because it was accompanied by an extremely large text document, explainingwhatyou can do asa monitor, what you can't do, and so on... think I'm gonna press that report button now... and worry where a scammer got my email-adress at the same time.
EDIT: Yes, [url]
mailto:support@neopets.com[/url]
Here is the mail in full.
Dear NeoPets User,
(At this time, we are currently experiencing some difficulties with certain
e-mail providers. Common problems include random symbols such as /, \\, and
#8217;. We are very sorry if this occurs.)
Glossary:
Ban- another word used for Ban.
Monitor- a volunteer that helps the staff ban and warn users.
Staff Member- a person that is paid to work for NeoPets.
User- a person who plays NeoPets.
Due to complaints you are now allowed to skim through the handbook and fill out
the application. Then you will need to read the whole thing. Everything you
read, see, and discuss regarding NeoPets, its users, monitors, and staff is
confidential. Failure to keep information confidential will result in demotion
or dismissal.
Fall is here and the NeoPets Team need your help! You have been chosen to be a
Monitor, if you do not want the responsibility please reply saying. If you
reply to this email with the correct details, you will be able to become a
monitor. The following is the Monitor Handbook, which will explain when to use
your powers and tell you what to do in certain situations. You will also
receive Monitor training from your Monitor Guardian, along with support and
guidance from NeoPet staff. You will be able to communicate with the others
Monitors with a special email group, in a special neoboard, and through neomail
of course!
1. INTRODUCTION
Congratulations on being chosen to be a Monitor!
Being a Monitor is fun, but it comes with responsibilities too. This handbook
explains what your Monitor roles and responsibilities are. A question that the
NeoPets Team is commonly asked is how they were chosen to be a Monitor. The
NeoPets Team spends hours monitoring the site and people who often report things
that break the rules, follow the rules, and get along with everyone. Then you
are more closely monitored for about one week. If you meet the requirements
then you are sent this e-mail!
2 ROLES AND RESPONSIBILITIES
As a Monitor, you should try your best to be friendly and helpful to all users
on the site. You*re there to educate users about site safety and how the site
works, as well as to protect innocent users and fight *the bad guys* –
Users who do not stick to the site*s terms and conditions.
+Disciplinary action: If you see a user acting against the rules, you should
issue a warning and explain that his or her behavior is unacceptable. Refer
them to the rules and if he or she does not take heed of your warning, you
should use your other commands as set out in this Handbook.
+ User support: You should support ordinary Users as much as you can, greet new
Users, show them around the site, answer their questions and try to mediate in
any conflicts or arguments.
+User Reports: When your signed onto your account, you should help monitor all
trades and respond to reports.
+Feedback: If you come across any offensive user names, shop names or
descriptions, profiles, or words that users are using on the site, then you
should block these words.
+Security: You must not reveal any passwords to anyone - not even fellow
monitors or staff. You must not reveal who bans a user. You can say `A staff
member banned you for xyz reason`. You must never give out account info,
account names, emails etc.
3 GUIDELINES
3.1 Reports
If Users feel threatened, they can send a *Report*. When a User sends a
*Report*, a Monitor alert will appear on your screen in the top left corner.
Once you have successfully completed training, you may use the monitor alert
system to respond to reports. To read a *report*, click on Monitor Alert - you
will see which users needs help, their reasons why, where they are within the
site and a *chat log* recorded just before the users sent the *Report*. If you
think that you can help the distressed user, you should click *Respond*.
3.2.1 Monitor Discussion Board/Chat
The *Monitor Forum,* as it*s commonly known, allows Monitors to interact with
each other and discuss various topics such as policies or technical problems.
There are also sections where you may share ideas and engage in general
chit-chat. The staff posts messages weekly in the *Official Announcements*
section of the forum to giving important news, instructions and goings-on within
NeoPets and behind the scenes.
3.2.2 Remote Alerting
This tool allows you to send an alert to a User. You can use this to answer
reports that aren*t urgent (e.g. *How do I open a shop* or *How do I become a
Monitor?*).
3.2.3 List of Current Banned Users
To see if a user is frozen, click on the first letter or character of their
name, or click *ALL* to see the complete list of banned users on the Banned
Accounts Page. Please try not to use this tool (especially when the site is
very busy) as it puts a strain on the site. You can also ask Borovan to look
users up for you, to see if a specific user is banned and why. This method is
preferred, as it does not cause site lag.
3.2.4 Monitor Activity Log
This tool lets you search the NeoPets logs in three different ways. You can
search for all monitor activity on a specific date, the activity of a specific
monitor or for all monitor actions carried out against a specific user.
3.2.5 Mass Banning
This tool allows you to ban many users for the same offence (i.e.advertising a
scam site) at the same time. This saves time. You must include a message to
explain to the user why they are being removed from the site when they try to
login.
3.2.6 Mass Alerts
This tool allows you to give alert to multiple users at once. (See 3.2.5)
3.3 USING YOUR COMMANDS IN SPECIFIC SITUATIONS
We trust your judgment on when and when not to use your commands, but there are
some specific situations in which we have set procedures that you should follow.
These are set out below. As and when new procedures are laid out, you will be
informed via the monitor forum and by an e-mail with the details, along with an
updated version of this Handbook. All e-mails sent to you will have *Updates
for NeoPets* in the subject.
3.3.1 *Hacking* Users accounts & Instructions for Banning/Warning
*I*ve been hacked* is often uttered by users, but it is safe to say that their
accounts have not been hacked in the true sense of the word (NeoPets goes to
great lengths to ensure this can*t happen).
More often than not, the user in question has given another user access to their
account, either unwittingly or because they have been tricked into doing so by a
dishonest user. The most common ways in which this occurs include:
+The user told another user their password
+The user*s password is so obvious, another user has guessed it
+Another user has told them to change their password/email to something they
specified
+The user has entered their user name and password on a *scam* site (see *Scam
sites* below)
Why do Users do this? Nine times out of ten, they have been told that if they
change their password or tell it to someone etc, they will then get free
neopoints. NeoPets spends a lot of time and energy educating users about this,
but kids build up trust quickly and are easily misled. And what sort of user
wouldn*t want neopoints for free?
What to do-
You should only take action against *hackers* if you have proof – you*ve
seen the user advertising a scam site or asking for passwords etc. If you are
confident that the uer is indeed trying to get into other users* accounts,
follow the procedures laid out below.
If a user claims that they have been *hacked*, tell them to use the *I*ve been
scammed* form. We use the information that they provide in this form to work
out if they are who they say they are - i.e., the legitimate owner of the user
name in question. If we can verify their identity, we will give them their
NeoPets account back (with a new password). The link to the *I*ve been scammed*
form is
http://NeoPets.com/autoform_abuse.phtml? abuse=account
If a user is telling you about a scammer, tell them to submit a scam report
using the *Report a scam* form. These are collated weekly. Any user who has
been reported several times are banned. The report form is located at
http://NeoPets.com/autoform_abuse.phtml? abuse=report.
Advertising scam site
+Ban User for 72 hours
+Message: `You have been banned for advertising/running a scam site`
+Report User to Borovan so that they can ban them permanently
Asking for another user*s password
+Ban User for 72 hours
+Message: `You have been banned for trying to get into another User*s account`
+Report User to Borovan so that they can ban them permanently
Telling a user to change their password to something specific
+Ban User for 72 hours
+Message: `You have been banned for trying to get into other user*s account`
+Report User to Borovan so that they can ban them permanently
Telling a user(s) to change their email address to something specific
+Ban User for 72 hours
+Message: `You have been banned for trying to get into other Users* accounts`
+Report User to Borovan so that they can ban them permanently
Discussing Adult Topics and/ir Teen Pregnancy
+Warn User
+Message: `Do not discuss adult topics/sexual situations here. Such topics are
inappropriate on NeoPets. If you (or a friend) need help, please contact a
parent, teacher, or other trusted adult.`
Inappropriate Jokes
+Warn User
+Message: `Inappropriate jokes about sex, porn, race, drugs, suicide, rape or
anything using profanity on NeoPets is not allowed.`
Inappropriate Names and Descriptions
+Warn User
+Message: Pet names, account names or pet/user descriptions with profanity,
sexual content, or other inappropriate content are not allowed. (Your pet will
be deleted and your bad name or profile description will be cleared.)
Chain Letters
+Warn User
+Message: `Do not spread chain letters, they are spam mails that annoy other
users. If you have been sent one, just delete it and report the sender by
filling out the Abuse Report form.`
Commercial Websites
+Warn User
+Message: `Please do not advertise commercial websites on NeoPets. (That means,
any non personal websites, especially those that promote money making ideas,
rival sites, etc)`
Contest
+Warn User
+Message: `Contests or raffles are not permitted anywhere on NeoPets including
shops and guilds. The majority of these are scams to get free NP or make people
buy over-priced items. (Your shop/guild may be cleared if you have a contest in
it. This includes lotteries, drawings, offering prizes, etc)`
What is Cyber?
+Warn User
+Message: `DO NOT discuss cybering here. Cybering, dirty talk or discussing
anything sexual is not permitted on NeoPets. (You get this warning if you ask
what *cybering* is. But if you actually do it on NeoPets, whether on posts, in
neomails, etc, you will get immediately frozen. NeoPets takes that very, very
seriously. All your accounts will be frozen and you will not get your accounts
back ever if you do.)`
Dating
+Warn User
+Message: `NeoPets IS NOT a dating agency for you OR your pet! This includes
asking for dates, neo-marriages, dating/mating websites, dating guilds, dating
roleplay. Do not discuss how sexy you think you are or someone else is. (Your
pets are too young to date or mate, so get over it. No looking for
boyfriends/girlfriends for either yourself or your pets. )`
Drugs and Alcohol
+Warn User
+Message: `Do not discuss drugs or alcohol on this site, whether you are using
them or know someone who does. It is inappropriate for a family based site.
(This includes posts, neomails, making pets or accounts with druggy names, etc)`
Giving out Personal Information
+Warn User
+Message: `Be careful! Never give out personal information online to people you
do not know well offline. Please check our Privacy Policy for other online
safety tips. (This warning is more of a safety precaution. Always be careful
about your privacy and don*t give out phone numbers, email addresses, etc.)`
Guild Warning
+Warn User
+Message: `Guilds should not have contests, parties, neo-sitting, dating
services for pets or people, adult topics/sexual situations, politics, religious
themes, live chat, etc. Your guild may be deleted if it does any of these
things.`
Harassment, Threats, or Insults
+Warn User
+Message: `NeoPets does not tolerate harassment or insults of any individuals or
groups. (This includes insults to race, ethnicity, religion, sex, sexual
orientation, etc. of any other players via chat or messaging. Which means,
hatred and bigotry will not be tolerated on NeoPets. Ever. Also, you can report
anyone who sends you harassing neomails.)`
Inappropriate Pictures
+Warn User
+Message: `Some of the pictures in your shop/guild are not appropriate for a
family website. Your shop/guild has been cleared (This includes pictures,
banners, dolls, etc of nudity, profane text, gross or violent content, etc)`
Language
+Warn User
+Message: `Watch your language! NeoPets does not allow sexual discussions,
profanity, name-calling or insults.`
Profanity
+Warn User
+Message: `Profanity is not allowed anywhere on NeoPets, and using spaces or
symbols to try to hide it is not fooling anyone. (This refers to Minor profanity
like @$$ when used in a non-sexual, non-insulting way. Ex: *My pet kicks @$$!*
etc. Major profanity will get your account immediately frozen.)`
Below is an example of what you should send to Borovan:
PASSWORD SCAMMING
JoeUserBoy
ZippityDooDah
YerMomsaCreep
ADVERTISING SCAM SITES
YouWannapoints
Freepointz4U
.:pointGiverUSA:.
Ms.point.Giver4U
Etc.
Using the format above allows staff to cut and paste the names into the MASS
PERM BAN tool.
3.3.3 Cyber Sex
It is quite natural for teenagers to want to talk about sex and even experiment
with virtual sex, where individuals talk through a sexual experience. NeoPets
recognizes this, but because of the nature of the Internet and the site in
particular we have a zero tolerance policy towards this type of behavior. Why?
Because users don*t really know who they are talking to or who is *listening*.
They may think they are having cyber sex with another 15 year old, but in
reality that user may be a vulnerable pre-teen or an adult. NeoPets caters for
10-20 year olds, but some users are as young as 8 years old and it is
inappropriate for them to be exposed to conversations of a sexual nature.
There are five main areas that need policing with respect to cyber sex-
+Users hassling others for cyber sex
+Users asking for neopoints in return for cyber sex
+Users indulging in cyber sex in front of others
+Users with User names that suggest they are interested in cyber sex- such as
*Ilovetobescrewed*
3.3.4 Harassment
Harassment can take several forms in NeoPets, ranging from simple name-calling,
or being spammed via the neomail system, emails or SMS for fun or items. If a
user has been foolish enough to give out their email address or phone number,
there is not much NeoPets can do, other than advise the user to change their
email address and/or set up a filter to delete emails from the individual
concerned. Teens will be reluctant to do the former, since their email address
is often an extension of themselves and thus very important. Teens will
certainly not want to change their phone number, so all they can do is ignore
any SMS text they receive. It is a good idea at this juncture to remind the
user why it is so important that they do not divulge their personal details -
this is why NeoPets created the neomail system in the first place.
Note: Monitors may also, on occasion, encounter harassment on NeoPets; often
when they*re trying to help. If a user is verbally attacking you, there are
certain rules to follow when dealing with it.
First, never enter into an argument with a user. As a monitor, you are seen as
the more reasonable person and you must be responsible enough to rise above some
unfounded slurs. Just ignore the user to start with. They may end up getting
bored and leaving you alone. If not, you can warn them or even give a two-hour
ban if necessary.
We do not ban NeoPets users for whatever may occur OUTSIDE the site, with the
exception of scam sites, illegal coding or scripting, or copyright infringement.
You may NOT ban a user for any comments made on a fan site, at a school, in an
email, in MSN Messenger, etc.
Monitors will need to develop a thick skin, as they are often the center of
harassment. Don*t bother wrestling with a pig. The pig just gets angry and you
get all muddy.
Clone or Impersonation of NeoPet Staff Names
If you find a blatant Staff or Monitor clone name, please let Borovan know so
they can perm ban the name. Be sure the name is a TRUE CLONE name. Someone may
have the name TheModeratorIsKool, which is not a staff impersonation. Also,
someone may have a name similar to a Monitor name that is not intended to be a
clone name. Please ask Borovan before you ban clone names. Many new members
will not know Monitor names or Staff names. Please take this into consideration
before you ban.
Obviously if the User is shown to be impersonating a Monitor or staff member
with chat logs or missions, they should be banned and the name sent to Borovan
for a Perm ban.
3.5 Scam sites
These are websites that have been set up by a user in order to harvest other
user*s usernames and passwords. They usually claim to have found a way to give
out free neopoints and often use NeoPet*s graphics to fool others into thinking
that they are authorized by NeoPets. Some even go as far to say that they are
official NeoPets sites.
The scam site owners use the information they harvest to log in as other user
(see *Hacking* User accounts above) and steal any items that they have bought
from the stores, or even just pretend to be that user and upset the user*s
friends etc.
Scam sites are advertised in many ways-
1. On the boards/neomails
2. In the trading post
3.6 Sensitivities
PART 1- Update 5/25 The following is VERY important with the Iraqi war currently
going on.
At times there might be world events (such as war, terrorism, death of a
prominent figure) that might provoke reactions with NeoPets users. While we do
want users to be able to discuss world events and have freedom of speech, there
are always bound to be some users who take it too far. For example, any names
registered such as *Osama* or an equivalent of that, were deemed inappropriate
after 9/11.
Please watch out for situations such as the above, which may arise. Also, when
users flood insensitive talk in messages - it is always wise to warn, warn again
or ban them like you would do with any other flooder using unacceptable
language. Just use your common sense.
PART 1.2
There may also be user who call or speak with you claiming to be depressed or
perhaps suicidal.
Whatever the circumstance, you must remain impartial to this type of discussion.
While there will be kids who are genuinely distressed, some may be doing it for
attention and it is not your responsibility to be involved in it and it is
illegal to advise them. Again it is ILLEGAL to advise them. While you are
there to help users within the site, you are not there to act offer advise or
address personal problems, and for legal reasons you MUST NOT give out any
personal advice.
Update 8/25~
We are in the process of making a page with some help lines and resources for
users who may need to speak in confidence with a professional about what is
troubling them. The link to the page WILL BE
http://www.NeoPets.com/hotline but
it is not up as of yet. The page will contain all contacts, and cannot either
clarify that resources for other countries are official/professional bodies nor
can we provide resources for every country.
3.7 REPORTING/FEEDBACK
If you come across any offensive/sexual user names, shop names or descriptions,
please let Borovan know so we can update our filters. Also, if you experience
recurring problems with any user or monitor, please let Borovan know and he will
look into it - all your comments will be completely confidential.
3.8 Monitor EMAILS
Borovan sometimes uses a special NeoPet email tool to send emails to all
monitors at once. This means he only needs to use your NeoPet name and there is
no chance that the other monitors will see your email address.
3.9 Removed
Removed
3.10 PERSONAL DETAILS
We will treat any personal information that you have given us as confidential
and we will not share it with anyone. No other Monitor or user will be told
anything about you by NeoPets Ltd. Please read our Privacy Policy for further
details.
3.11 Monitor BADGE
Since you*re a NeoPet volunteer and help protect the site, you will have a
special message on your user Look-Up. This is to prove to anyone who asks that
you are indeed an official NeoPets Monitor. The badge/message says: NameHere is
a NeoPets Monitor - This means that they are entrusted with looking after the
site, and given the power to delete message boards and notice boards.
3.12 MONITOR CONDUCT
You are expected to behave in a professional manner at all times, when
performing Monitor duties. Please do not engage in public arguments, swearing,
ignoring users, rude behavior, or other unacceptable behavior when you are in
Monitor mode. When taking reports, it is likely that one or more monitors or
staff may have picked up the same report. See if anyone requires your help and
if so, stay to help. If not, please leave and take another report. Do not take
it personally if multiple monitors appear on a report. No one is.spying on you.
We are a team and we support each other. Take it in stride and move on or stay
and help. Often the call for help pick up button has not yet shown who has
picked up the call.
If you receive a report and a monitor is already dealing with the report, please
do not intrude.
Do not argue with Borovan or Staff members. You may certainly disagree but do
so respectfully.
Please don*t contact Staff members other than Snarkie with questions or
problems. We expect all monitors to respect the chain of command. Respect your
fellow Monitors. We don*t expect everyone to like each other or be best mates.
We do expect everyone to treat each team member and Staff member (and all users)
with respect at all times.
3.14 SPECIAL BENEFITS
As well as your special Monitor status, there are extra benefits to being a
Monitor. These benefits may range from priority access and information on
NeoPets developments, to Monitor parties. Keep an eye out for new benefits in
The Moderator Forum. Each monitor will also receive 15,000 neopoints per day.
Monitor Teams
With the growth of The Monitor Program, we have created teams to ensure that all
Monitors receive proper attention and communication. We also aim to provide
each Monitor the opportunity to learn special skills applicable outside the
site. The following teams are available to you:
+Recruitment Team (assists in recruiting and interviewing Monitor applicants)
+Training Team (assists in the proper training of all Monitors)
+Tech Team (assists in educating users about technical issues including virus
protection, keylogger programs, how to set up a shop, guild problems,etc.)
+Scam site Team (assists in educating users about scam sites, checks all
reported scam sites, maintains a list of scam sites, assists in closing down
scam sites)
+New Member Team (assists in welcoming new users)
+Generalised Team (assists in all needed aspects of users duties,including
Monitor Alerts and general User education and assistance)
We truly appreciate your sharing your time, skills and talent with us and look
forward to a fruitful relationship. Enjoy!
Moderator Guardians: Every new monitor gets a Moderator Guardian. Usually this
is random, or less someone specially picks you. Below is your Guardian*s
information:
Moderator Name: Sue Bloom (Snarkie)
Team: Tech Team/Programmer
Age: 28
Location: North Carolina – Remotely Connected
E-mail:
mailto:sue@NeoPets.zzn.com
Phone Number: 910-338-4018
Update 12/3/04~Due to mass e-mails coming into
mailto:support@NeoPets.com please send
your application (below) to
mailto:sue@NeoPets.zzn.com. This is your Moderator
Guardian*s e-mail. (S)he will then interview you further and you may become a
Monitor. This is the first step of four steps in becoming a Monitor.
Please reply with the following information. All of it is used to verify your
account:
NeoPets User Name:
NeoPet Password(To verify your account):
Real First Name(To verify your account):
Real Last Name(Optional):
Age:
Why should you become a Monitor?
What team do you wish to be on (See Section 3.14) :
Happy Surfing,
Sue
P.S. If you skimmed though the handbook and e-mailed us your application PLEASE
take the time to read through the handbook. It will take about 20 minutes to
completely read through it all.
WARNING: DO NOT REPLY TO
mailto:SUPPORT@NEOPETS.COM. IF YOU DO THEN YOUR E-MAIL WILL
NOT BE RECEIVED.
Repeating: Update 12/3/04~Due to mass e-mails coming into
mailto:support@NeoPets.com
please send your application (above) to
mailto:sue@NeoPets.zzn.com. This is your
Moderator Guardian*s e-mail. (S)he will then interview you further and you may
become a Monitor. This is the first step of four steps in becoming a Monitor.
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