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We have an automated intro "tour" that new players get the choice to take right after character creation. The idea of it is that it introduces all the basic game concepts and commands, and also references all the help files they could need.
After that we also have a newbie channel on which they can ask questions (experienced players can answer over this channel too) and we have people to play "Guides" some of the time, in case they need someone to help them personally.
Of course it's still a massive learning curve, but so far these things have helped a great deal. We try to encourage all our players to be newbie-friendly and help any of them if they see they're stuck. For example experienced players can "mentor" the newer ones, which comes with possible rewards.
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