Hi Xylo,
You like walls of text! I like walls of text too! My experiences here may be of interest to you. I've put some effort in trying to deal with our novices issues in the community. For a while I ran a novice clan specifically intended to provide novices with ways to avoid these problems. It was miserable and sucked a big chunk of the fun out of the game for me.
So I created the clan and built a bunch of rules for it, but recruitment was never really the objective. The aim was to find the gems in the rough who were wallowing in matchmaker. What I would do is join the matchmaker queue on my own, and if one of my more experienced friends wanted to join me I'd send them away and aim to play with the novices (experienced pilots typically have a bunch of folks looking to fly with them). To say this was a colourful experience is an understatement.
If I were pilotting I would politely suggest load-outs to players only to be met with a tirade of expletives, if I was lucky I'd get called a tryhard for having the audacity to want a ship that had a crew with vaguely useful equipment. If I were unlucky I'd be met with abuse questioning my sexual orientation and parents sexual habits. If I weren't piloting and dared to point out to that double flak pyras really are not a good idea, well, lets just say that didn't end well.
And I'm lucky, I'm a dude. Folks might be an ass to me but the things I heard if someone spoke while being female were just ugly. My block list got a healthy boost during this exercise.
So, I learned a few lessons doing this. Some of them aren't really relevant here (I could have pulled in more of the established clans on the exercise for instance, but my personal organizational failings don't really matter for the purpose of this thread). Others are. I'll share those below.
The first thing I will say is if you join the queue as an experienced player and are looking for personable folks consider immediately swapping teams when you are dropped in a lobby. I got no hard data on this, just that awful unreliable subjective experience thing. At high levels of play there really isn't much correlation between skill and friendliness. Ceres here is an excellent players, but he will also be the first to tell you he can be a bit of an ass at times (probably with a certain amount of pride in the fact). Logic just wants the world to be at peace bless him, but he is also a very good player. The same is not true at the lower levels of play. If you are really good and an ass people will still want to fly with you. If you are just an ass then no one wants to fly with you, and you will lose, lots. So what happens when a player with a high MMR joins the limited queue? The matchmaker balances the match by putting every bad novice it can find, and at low levels of play 'bad at the game' and 'a bit of a jerk' seem to correlate. That one jerk whose personal problems translate into problems communicating basic things like where they want people on their ship? Guess who your captain is.
Vets experiences of novices are coloured by this. I don't agree that it is a few bad apples as Xylo suggests, but I also don't think it is a forest of bad apples with that one golden granny smith hiding somewhere in a chest in that dungeon full of zombies next to that elusive vein of diamonds as some vets have implied. There are lots of great novices out there, but if you are experienced you might not meet them because matchmaker has decided the best way to balance you is dump you in a lobby with the guy who insults anyone who dares to question his all flak junker.
Not sure tutorials are the problem. If you can read there is a tutorial available for almost every ship you can think of. Heck, I've written and continue to write a bunch of novice tutorials. When you are playing multiplayer games it is just common courtesy to get an understanding of the basics before playing with others. Many players don't have this attitude. Now Kamoba has a theory that the game is horribly marketed, which I'm inclined to agree with. I only found out about GoI from Extra Creditz, and the only adverts I see for it are in the same places I see things like CoD (Call of Duty) ads. I do not want the kind of people who respond to the later responding to the former.
A very serious problem is novice pilots. Novice pilots basically shouldn't. This is a bit hypocritical of me, as I ended up piloting a lot in my early days, but that was more a result of lack of other alternatives. The core problem is that while crews always win matches (Kamoba often says 'nothing without my crew' after matches, and any experienced pilot can tell you that applies to all of us), pilots are best placed to lose matches. What I mean by this is a bad pilot makes it impossible for a good crew to compensate because pilots pick bad loadouts and are the determining factor in if suitable guns are pointing at the enemy. Nothing in the game makes this clear though. Something as simple as a message which came up the first time you went to pilot warning you what you are getting yourself in for would help, but no such message exists. This addresses one of your concerns. I was never in a position where I didn't know what I wanted my crew to do. I might have lots of options for them (I'm happy to run triple engi builds, builds with gunners, buff engi builds, really totally insane builds), but if you don't know what to do I have always made sure to explain at least an outline of my plan and what we are doing, especially to new players. Lots of novice pilots don't do this, and it does suck.
I like your positive reinforcement idea Xylo. I'd still give levels for tutorial achievements, I'd just raise the novice cap. I just don't think any of this will be enough. Honestly I don't know what would be. All I can do is continue the way I always have, which is when a decent sounding person posts of the forums remind them that they are welcome on my ship any time. An offer that now includes you Xylo.