Steam’s situation is basically a casualty of its own success and Valve’s decisions over the years.
Initially all the way prior to 2012 Steam only hosted a separate offsite forum (good ol’ SPUF… I still miss it to this day) that required a separate account to be created and wasn’t as widely used worldwide as the current community is.
In those days you had the global volunteer moderators that patrolled the place as well as occasionally Valve’s staff. While individual game forums existed, few of them saw much daily traffic and I don’t even think game developers/publishers got the ability to moderate those (though I could be wrong).
Then in 2012 Valve made a huge change by introducing the new Steam Discussions board and game hubs that were fully integrated and accessible through the Steam client, opening them up for easy user engagement for all users.
Along with that change they also moved over all volunteer moderators from good ol’ SPUF to the new discussion boards as well, retaining their moderation responsibilities.
One of the intentions of the new discussion boards were also to allow developers and publishers to self-moderate their individual game forums and such and as a result Steam’s support staff did not have a huge presence in those places although you could still spot the volunteer moderator or Valve employee come by occasionally.
Then the community continued to grow in popularity over the years while Valve had their attentions elsewhere (their lacking support at the time in particular), and Valve just kept opening the flood gates more and more to allow an ever increasing number of games unto the platform.
On top of this the old user forums SPUF was still alive and kicking, and still needed moderation up until they finally shut the place down permanently on June 5, 2017.
While doing this they never bothered to expand their assortment of volunteer moderators, and it have basically remained the same number (and almost certainly individuals) throughout the years while the number of items that needed moderation multiplied each year.
Finally in 2018 they decided to actually start leveraging their existing content moderators (which moderated screenshots and artwork etc) to moderate third-party game discussion boards as well.
Nowadays it’s basically a stagnated assortment of staff that does not give a care and interconnected components that brings with them both intended and unintended consequences.
You basically have these levels of moderation nowadays in any given game-specific forum:
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Game developers/publishers (if they so desire to moderate their hub, which many don’t).
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Steam’s global content moderators (random outsourced support personnel located all over the world which basically only facilitates a service to Valve).
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Valve’s volunteer moderators of old – some such as Matt and KillahInstinct and more have held that position for over a decade.
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Valve’s own employees and support team (these are really rare to spot in the wild).
Along with these you have over a thousand different interpretations of the Steam Community Rules and Guidelines in play, along with the fact that random game developers can perma-ban a user from their forum without giving a thought to the rules and guidelines. On top of it, now imagine the tens of thousands or more different reports that might be created by users for any random personal reason of that individual as well.
Going back to the interconnected components, you now also have a system where actions taken by a random individual in power in one game-specific forum can have an additional reaction based on an action taken in another game-specific forum by another random individual in power. Under which lies an equally random assortment or reports for any specific reason.
What this means in reality is that you create a place where situations can occur such as what happened to Kaldaien, where enough fraudulent user reports given in one forum (an Assassin’s Creed board) resulted in a perma-ban there (because Special K was supposedly “malware”), and that ban itself served as a permanent mark on record that automatically upgraded all other temp bans given elsewhere (for whatever reason) into a harsher punishment.
This whole system might have worked if there were actually a proper underlying safety net was available. This is supposed to exist in the form of the proper Steam Support, but as reality has shown us they are rarely helpful and often reinforce given bans after a cursory inspection – something that hits high-profile users more than most.
Further on, to make matters worse a community ban also prevents any and all forms of interaction on the community site – even in forums and Steam Groups that the user might be connected in an official capacity to, such as for Kaldaien and the Special K Steam Group as well as the official Steam Discussion boards for the app. Hell, it even prevents sharing screenshots and syncing save files to Steam Cloud for some unknown reason!
And this is all without going into other external matters that might play role, such as whether whatever outsourcing company Valve makes use of for their content moderation has some form of commision-based salary for their workers – basically pays a random underpaid support member more for the number of “resolved tickets” or “resolved reports” the dude generates per month. Such an approach combined with the nature of the Steam Community creates a “nobody gives a ■■■■” situation where doing the least work necessary is prioritized and the “easy” reports/tickets are handled the fastest with little thoughts given to the context or consequences of their actions.
TL;DR: Basically, it’s just a ■■■■■■■ downward spiraling train wreck that has glaring holes throughout and are missing proper checks and balances as well as supporting tools that might be more appropriate to use in some cases (e.g. merely ban participation in the discussion boards for some individuals, and not all participation in the community).
■■■■■■■ hell, I went off on an untargeted rant combined with a history lesson… Good thing this is in a thread appropriate for the subject at least…