I've held off replying for a bit but I wanted to respond.
I am currently a player, though I have formerly been on the Community Council and on the DM Team. I completely agree that more openness between players and DMs is something to be encouraged, from both sides.
I can tell you that I spent a lot of time as a DM and on the CC talking at length with players to help mediate issues and solve problems.
I can tell you that current DMs also do this (especially Arawn, who dedicates time as a developer and a DM, and is active on the PoTM Discord, getting involved in discussions in the open channels and with players in private if needed).
I can tell you that the DM team, who are volunteers doing so on their free time, often receive many requests via Discord PMs, forum PMs and threads and endeavour to respond to all of them. I can tell you that I spent more time dedicated to admin/dealing with requests/player issues than running events, often because the energy spent on resolving issues etc. made it difficult to run anything afterwards.
I can tell you that while the DMs cannot always respond perfectly (being human), most of the negative experiences I have had playing on this server I love have come about because of fellow players. I'm not going to go into detail, but some of the things I've seen (from players long-since banned) have had me in actual tears.
DMing on PoTM is quite something. I would like to return to it, because when you can help to tell stories and see how events and interactions play out, it can be so rewarding. But it can also be a source of frustration (which I am sure is not a surprise).
DMing on PoTM also requires self-sacrifice. For reasons I can entirely understand, DMs are not permitted to have PCs involved in supported factions, and are strongly discouraged to engage in antagonistic play on their PCs. The DM's role is to support player stories and not their own. As I am sure you can imagine, most players who commit themselves to DMing are also the same sort of players who get involved in factions and driving stories on their PCs, and they do so out of love for the server.
This has a lot of bearing on why some DMs take breaks to go playerside. In addition, the amount of planning and work that goes into running events, particularly large-scale events, is huge. Often, after pulling off a big plot or three, DMs need a break to recharge their batteries and will either step down or take a break.
So, in sum, DMs have to be players who;
- Are willing and able to deal with player requests, issues and OOC conflicts (at times while trying to run events simultaneously)
- Are willing to step back from faction and antagonistic roleplay while actively DMing.
- Are creatively minded and want to support players in telling great stories.
- Are knowledgeable about the setting.
- Are willing to dedicate a lot of time to a server they love.
It's a big ask, and while rewarding as I stated above, demands a lot from individual DMs. There is a reason why DMs burn out.
But the server culture has improved over recent years. The Discord has been something of a two-edged sword, because while having that openness, ability to quickly communicate to the playerbase and a place to plan with factions, it has also meant we 'see' a lot more of each other OOC. We have more disagreements, more conflicts over the meaning of a typed message that may or may not have been sent with the intent you ascribe.
We need to remember that we are all here out of a mutual love of storytelling, the setting, and sharing a wonderful hobby with others. We need to remember that while at times we may disagree with each other, we are all human beings behind our keyboards.
This is a creative, caring, sometimes chaotic community, and there are many reasons it's continued for so long.
Let's not lose sight of why we're here while having these discussions. Let's not throw out big accusations and try to sow discord with each other, because that won't get us anywhere.
Let's remember PoTM's cardinal rule.
(Edited for typos)