Above all else, this should be treated as a learning experience, not finger pointing or tearing anyone down. We found a situation where questions were raised and a hole in development has been identified.
People forget they were told things all the time, and it's a chaotic world where as a player you may be told 3 different things by multiple GMs. I have so many channels on discord and places I interact it's tough to keep tabs on everything, I get it. Balance in real life, a real job, families, hell there's a lot going on.
What we need to focus on is the process by which these players learn to develop. Maybe a rework of an introductory session when a player joins is needed? Could we incorporate a video to watch here in the forums that goes through how to earn and participate? What about a section of the recruitment team that operates as a retention team that works to keep the players we already have? Because to me, we seem to bring players in fairly well and then let them go their merry way, some resulting in a bad overall experience. We leave keeping tabs on them to the GMs who are interested in putting together a good team and keeping players interested. Why not work on something like a group here where their sole focus is not to moderate or police, not to review or approve posts, but to really focus on keeping people interested, engaged, and earning in whatever way they want? Like a VHL Help Line, there for new players and old whenever questions need answered or someone needs a little poke to keep earning.
Anyways, there's my thoughts, time to retreat back into my Malmo dungeon and watch you all from a distance...