It’s always bothered me how extremely rare I see ISD to in help chat, especially when racial slurs or trump drama gets dragged in (and a response from a GM to intervene is several hours away via support ticket). I recently asked an ISD some questions about the job, and from their answers it suddenly all made sense: they were unpaid volunteers. Of course they didn’t want to spend any reasonable amount of time doing unpaid work – especially for, of all things, a for-profit corporation!
Most forms of volunteering come with some sort of minor perks to offset the work: a nicer resume, tax breaks, free meals, working education (in the sense of internships), moral fulfillment, etc. But not ISD. In fact, they’re specifically prohibited from doing tasks to earn ISK casually while hanging out in chat (mining ore, ratting, etc). So in short, every moment they spend in chat helping others they’re actively losing income – and all in order to assist a for-profit company. One could even make the argument they’re being used as unpaid labor since their presence in chat means fewer actual staff workhours they need to moderate it, or deal with support tickets concerning questions or moderation.
Hence I propose ISDs be paid a very modest amount of ISK to – if nothing else – offset the opportunity costs of being prohibited from earning ISK while in help chat. The exact details would need to be hammered out, like some sort of monthly review to make sure ISDs are actually doing their role during the periods they are claiming as working hours. Or how much exactly their compensation should be. But give these people something – anything, even if a relatively tiny amount – for their hard work and maybe they’d be a bit more inclined to spend time doing said work.