for someone completely new to MMORPGs, picking up the game and getting through all the new customizations is a bigger issue. I have many first time players in my guild, and as they leveled up there was a clear knowledge gap apparent between what they knew from learning in game, and what I knew from my outside reading even about classes I had never played. Increasingly complex customizations are required to be successful in the game, especially if you are looking at the pvp game.
I have no idea how a casual City of Heroes player would know to look for all the task forces or hidden contacts. As an experienced gamer, I no longer expect the game to guide me much beyond a basic tutorial, and I do not trust the tutorial to guide me towards good decisions because of the gap between the designers’ original vision and what is actually effective in the game.
In our guild, you ask Adam or I about rules specifics, and you ask whoever specializes in that class for guidance on big decisions. If you are not tapped into the information network, how very lost are you?