I think that the staff mostly understand how raiding works. The problem is more that you have staff in too many roles at once...there's just one role defined and that's "GM". Not enough segregation of duty.
There should be one staff member who liaises with players in various guilds and writes up the raid rules. And a different staff member (or a few, let's face it interpreting disputes is more work) to enforce those rules strictly as written. Much like how in government you separate out the administrative branch from the judicial.
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