The most important thing I've understood about gaming, and making gaming or a particular game's playing a habit, is having the controls taken out of a gamer's hands, being told they're doing it 'wrong', arbitrarily or otherwise will break their novel interest and decrease their desire to return again.
To be fair, sometimes a player does that to themselves, whether unaware of the limits of those controls or what they can and can't do, what's expected of them or simply the breadth of possibility they can push towards or break the boundaries of, all of which may be a part of a game's default mechanics, sandboxing or, in the case of a multiplayer game like CoH, the social environment or expectations of them and everyone else in-game, bearing the agreed rules of said environment and code of conduct.
This is even more important when what little someone knows of a game or its world is wholly anecdotal. I can speak for myself in that I've loved superheroes and comic books since I was barely two digits of age, but I've never by habit played a superhero game that wasn't book-and-paper tabletop, and that might've happened once or twice. I'm a writer by trade and a pre-digital animator and pencil & ink traditional artist by post-secondary training, and my creative efforts are what makes me whole, helps define how I interact with others online and gives me purpose as a person moving forth.
I strongly believe that getting anyone interested in anything should behoove established participants to ennoble the newly-enlisted to ask, give them the tools to learn how they want to participate within those game worlds, find the skillset(s) or creative meriting that fits them and their druthers. Focus less on on anticipating the questions a new player might want to ask by extremity of specifics, but allow new players to ask what they will- again, within reasonable and respectful bounds, and simply behaving maturely and politely as a set responsibility- and help them to find their own path.
Show a new player what they can do, in an environment wherein they can do their best with the creative tools they have and a foundation of humanity and trust securely wedded to their purpose and footpath, and they'll want to step into their costume, skin of steel or stone and dutiful business and want to be part of the group effort. And if they screw up, most of the time they'll not treat it as having been railroaded into a situation beyond their control, rather, to learn from it, and come back to do the deed newly-bettered in a little while, if not immediately afterwards.