I moderate a gameserver that revolves around a community-built virtual world, in the style of games such as Minecraft (but a FOSS clone). We have a fairly basic common-sense ruleset regarding ownership of property and land, attacks on other users, and hacking (the game server itself).
We have a user that speaks a language that is foreign to all moderators. While he/she wishes to contribute constructively, they tend to break quite a few rules since they simply do not understand them. Our game engine does not support Unicode so communication is quite limited, and we cannot copy-paste to/from a translation service. We don't have any external communication available to us, aside from telling that user our personal email. Our only registration information is a username+password.
Since most in-game documentation is in English, this user will often seek help from a few users they know. The user has one violation of a land ownership rule a few months ago, but has been acting constructively and positively. However, recently, they have been frustrated when the users that generally help them are busy or not around, and would generally spam the game chat with the name of the person they're trying to reach, along with emoticons such as
>:( due to the linguistic barrier.
We've tried to explain the rules for chatting, but could not manage to do so, and had to temporarily disable this user's ability to chat. He/she became frustrated and began modifying in-game elements with text (such as signs) to send messages (which again, we could not translate without retyping).
Clearly the user is not doing this out of bad intent, and due to his/her actions being good-faith, we've not banned them yet.
Are there any strategies that could be employed to bridge a linguistic barrier (again, within the limitations of our software that excludes ability to move large pieces of text in a foreign language due to lack of copy-paste), that we should try?