In the world of online games, we often encounter individuals experiencing real-life crises. These situations can be unsettling, especially when dealing with sensitive topics like mental health struggles or expressions of distress.
Players may express their distress in various ways, such as concerning in-game statements or reaching out through support channels. Sometimes, other players might even raise the alarm about someone exhibiting worrying behavior. No matter how a crisis comes to your attention, it’s vital that you and your team are prepared to respond with compassion and support.
This in-depth guide provides essential guidance on how to support players in crisis with compassion and care, even if you’re not a trained crisis responder.
Recognizing the signs of crisis
It’s crucial to remember that you are not a mental health professional. Your role is to recognize potential warning signs and guide players toward appropriate support. If you believe a player is in immediate danger of harming themselves or others, contact emergency services immediately.
Also, consider the player’s usual behavior and communication style when possible. What is concerning for one player could be normal for another. Here are some potential red flags:
In-game or chat
- Expressions of self-harm or suicide, including alarming usernames or disturbing in-game actions that simulate harm, or concerning language that suggests they are experiencing real-life trauma or considering violence.
- Expressions of intense anger, sadness, fear or anxiety that seem disproportionate to the context.
- A significant shift in their playstyle or communication, such as a previously positive player becoming withdrawn, aggressive, or erratic.
Player support tickets or live-support conversations
- Urgent requests that go beyond typical game-related issues, potentially expressing feelings of being overwhelmed or trapped.
- Disjointed or rambling communication, such as difficulty expressing their needs, jumping between topics, or seeming particularly confused.
- Mentioning a panic attack, severe depression, a traumatic event, or directly stating they are in crisis.
- Any threats of harm to self or others, including those that are indirect or veiled. Note: These require immediate escalation, especially if they contain identifying information about a potential target or location.
There’s no foolproof way to recognize a crisis. It’s okay to feel unsure. If you have any concerns about a player’s well-being, it’s always best to err on the side of caution and seek guidance from trained professionals (see the additional resources linked at the end of this article).
Supporting a player in crisis
What to do if you feel you’ve encountered a player in crisis:
Move the conversation to a private channel
- It is essential to move the conversation to a private channel. This can be a direct message, private chat, or email. This helps protect the player’s privacy and dignity while minimizing potential escalation or further distress caused by onlookers. It also allows for a more personalized and supportive conversation.
- If the player is causing harm to others, it may also be necessary to temporarily restrict their access to the game or server. However, moving the conversation to a private channel can reduce or remove the need for them to engage in the game, which can lessen this risk. See the note on restricting a player’s access below.
Acknowledge and validate
- Let the player know you hear them and take their concerns seriously. Use phrases like, “I understand this is difficult for you,” or “I’m here to listen.”
- Avoid judgment or confrontation; refrain from offering opinions or solutions, and focus on creating a safe space for the player to express themselves.
- Avoid making promises. It can be tempting to de-escalate by saying you’ll help with something, but if this proves to not be possible it can worsen the issue.
Offer resources
- Direct the player to appropriate resources (crisis lines, warm lines, websites, etc.) based on their region and needs.
- Encourage the player to seek help from a qualified mental health professional if their situation warrants it.
Stay within your scope
- Reassure the player you want to help, but clearly state that you are not a trained counselor.
- Provide guidance, not advice. Information and encouragement are a great way to let vulnerable people know where they can find help.
- Refrain from offering solutions or sharing personal experiences, as this can be counterproductive.
- If the situation escalates or involves immediate danger, or you are simply uncomfortable, inform your supervisor or follow your company’s protocol for handling such incidents.
- It’s OK to check in later if you feel safe and comfortable doing so.
Document the encounter
- Document the interaction, including the date, time, and nature of the communication, as well as any resources you provided. This can be important for future training; also if the player should return, there are records of past interactions.
- Ensure that all such records are kept in accordance with your company’s rules and all applicable laws regarding player safety and privacy. Note that GDPR affords the “right to be forgotten,” so all information should be stored in a way that also can be deleted at a player’s request.
Prioritize your self-care
- Recognize that encountering players in crisis can be emotionally taxing and may affect you in a lasting way.
- Talk to your supervisor, colleagues, or a mental health professional if you need support in processing these experiences.
Restricting player access
Sometimes, if a player is causing harm, you may need to restrict their access to protect others. If that is the case, please keep the following in mind:
- Never announce a restriction to a player in a public channel.
- Start by expressing understanding and support for the player’s situation.
- Frame the restriction as a temporary measure for both their well-being and the community’s.
- Briefly and specifically state the reason for the restriction and its duration.
- If possible, let the player know how they can regain access in the future.
- Offer resources like mental health hotlines or in-game support.
- Ensure your actions are consistent with your established rules.
- Keep records of the communication and reasons for the restriction.
Here is an example that you might send via email:
Hi [Player Name], I understand you’re going through a difficult time, and we want to support you. Due to some of the concerning statements made in the chat, we’re temporarily restricting your access to the game to give you some space and prevent any further distress. This restriction will last for [duration]. In the meantime, we encourage you to reach out to [support resource] or [hotline]. We’re here for you, and we want to help you find the support you need. Once the restriction is lifted, we’d be happy to discuss how you can re-engage with the community.
Building supportive infrastructure
The following are additional considerations for helping players who may find themselves in crisis:
Be proactive through safe and inclusive design
- Implement strong measures to address and reduce harmful behaviors like harassment and hate speech.
- Design for a welcoming environment with mechanics that encourage prosociality.
- Design with accessibility in mind to foster a sense of belonging for everyone.
Incorporate crisis prevention and response
- Integrate easily accessible information about mental-health resources and support hotlines.
- Ensure timely responses to sensitive inquiries, especially those indicating distress.
- Explore AI-powered tools to identify and quickly flag potentially concerning player behavior or language.
Increase training and education
- Invest in training support staff to recognize and respond to players in crisis with compassion and sensitivity.
- Work with experts in mental-health crisis and emergency response to establish best practices and support your staff
- Develop clear guidelines for in-game moderators and support staff on how to respond to players in crisis.
Build healthy communities
- Encourage respectful communication and discourage harmful behavior through community guidelines, design choices, and consistent enforcement.
- Share resources and information about mental health to destigmatize the topic and encourage help-seeking.
- Set clear expectations for communication and community engagement. This includes defining acceptable behavior, outlining how to seek support, and establishing boundaries for interactions between players and staff.
Make it easy to get help
Think carefully about how players can access your support resources. While a website is a great starting point, minimizing the steps someone needs to take to find help during a crisis is crucial. Here are some ideas:
- Integrate links to your resources within an easily accessible in-game Help Menu.
- If your game has a chat feature, create simple commands (e.g., /help or /support) that instantly provide players with resource links.
- For streaming, set up chat commands for your viewers to quickly access mental-health resources.
- Ensure resources are accessible to players with disabilities (e.g., screen-reader compatibility for visually impaired players).
Above all, ensure resources are easy to find, understand, and utilize for anyone experiencing a crisis.
Going beyond the game
Employee well-being
- Promote a workplace culture that prioritizes mental health and encourages open communication.
- Be aware of the risks and signs of burnout, and take preventative steps to support your team
- Provide resources and training to help staff cope with the emotional toll of encountering players in crisis.
Understand the unique nature of burnout in the context of values-driven work, prioritize self-care, and find the right support.
The alarming rise in burnout among those dedicated to building thriving player communities is a wake-up call.
Industry collaboration
- Actively forge partnerships with other gaming companies and mental health organizations to develop and improve strategies for supporting players in crisis.
- Advocate for and contribute to the creation of industry-wide standards and best practices for promoting mental health and well-being in gaming communities.
- Build networks and participate in knowledge-sharing initiatives to disseminate information about effective approaches to player support and mental health awareness.
- Work together to present a consistent message about the importance of mental health in gaming and the commitment to supporting players in need.
Please support the supporters
Non-profit organizations play a vital role in providing accessible mental health support to the gaming community. They offer crucial expertise, guidance, and resources that empower game developers to create safer and more supportive environments for their players.
Here’s why supporting these organizations is so important:
- Non-profits make mental health support accessible to everyone and every studio, regardless of their background or financial situation.
- They provide valuable training and resources tailored to the specific needs of gamers and the gaming industry.
- They foster a sense of community and shared responsibility for mental well-being within the gaming world.
By donating to and supporting these organizations, you contribute to a stronger, healthier gaming ecosystem where everyone feels supported and valued. They are a vital lifeline for both players and developers, bridging the gap between the gaming world and mental-health expertise.
Final thoughts
The gaming world offers a unique opportunity to connect and find support, but it’s also susceptible to the same challenges faced in other social spaces. As developers and community managers, we have a responsibility to create a safe and supportive environment for all players. By proactively addressing potential crises, equipping ourselves and our teams with the right tools and knowledge, and responding with compassion and empathy, we can make a significant difference in the lives of those who need it most. Prioritizing player well-being is not just ethical, but essential for building thriving and resilient gaming communities.
Acknowledgments
These resources were compiled with input from many developers and mental health specialists. With special thanks to Victoria Tran, Robert Lewington, Madeleine Gray, and Rosie Taylor for their insightful feedback and for the work they and their colleagues do every day to support players and developers.
Now what?
If you would like to learn more about this topic, please consider the following articles:
A Developer’s Guide to Player Crisis Resources
A curated list of valuable resources and guidance on how to create effective support systems for your players and your team.
Guidelines and resources to help you and your team support players in crisis.
Prioritize emotional regulation by implementing design choices that minimize stress, empower player agency, and encourage healthy social interaction.
Create support resources that feel authentic, engaging, and relevant to players, increasing the likelihood that they’ll have a positive impact.
References
- Greitemeyer, T. & Osswald, S. (2010). Effects of prosocial video games on prosocial behavior.
- National Council for Behavioral Health. Mental Health First Aid.
- Przybylski, A. K., Rigby, C. S., & Ryan, R. M. (2010). A motivational model of video game engagement.
- Taylor, R. (n.d.). Empathetic signposting. Safe in Our World.
- World Health Organization. (2014). Preventing suicide: A global imperative.
