Summary of meetings regarding discontiuation of Help Request

The current state of Help Request

  • Live Help/Help Request has not scaled to meet the volume of Help Requests, nor the requests themselves.
  • Not changing with the times means that Help Request was becoming less and less helpful overall.
  • One of the problems with current support/help system is that it’s not targeting the people that need help the most
  • there have been an increasing number of innapropriate help calls like that….again…related to OI, interpersonal disputes, etc

The Ticketed Support System

  • Customer Support will be transitioning to a ticketed support system.
  • Help Request will not be running along side the ticketed system because of the way the new system has to be implemented it wasn’t possible-it would have meant pulling liaisons from the help channel completely, leaving you guys to bear the full load, which we didnt see as a fair alternative The liaisons who man HR now…need to train in the new system we don’t want to leave the system to decline until it collapses on the last few dedicated helpers
  • the new system is a way for people who need help the most to get it, not the last-come first-served method that help request can degrade into at times
  • There will be a gap of 3 to 5 weeks where there is neither Help Request nor the ticketed support system, but we should see Liaison specialists moving in to be available for serious issues at this point Help Request will be removed next wednesday Wednesday 18th April, 2007

SL Certification

  • Linden Lab are looking at creating SL Certification- Like becoming certified for things like Cisco Networking etc, we’d like people to be able to PROVE they know what they’re talking about in SL
    • Blue mentioned that he’d like the Volunteers to help define what certification entails- if you were to be asked if you passed the certification test, it would be cool for you to be able to say…pass it…I WROTE IT
    • the team working towards creating certification will be part of a larger goal towards providing education in SL

Volunteers and the Certification program

  • at this point certification is not related to the volunteer program
  • certification will be an option for residents who work in SL and want to prove their mettle….it’s not something we’re going to be requiring of volunteers, rather it’s something we would like to give volunteers an option to contribute to
  • the certification test would be given by a 3rd party company that specializes in certification, we will just be helping to define the test

Volunteers and Orientation Island

  • The new user experience currently results in roughly 10% retention
  • There are currently too many barriers to entry to find one’s place in their Second Life
  • A lot of Help Requests are things that should or could be answered during the Orientation process
  • Improving the Orientation Process means the newer Residents start off their Second Lives with a better education- getting to them earlier is more valuable to the people who need help the most
  • nobody is going to force anyone to camp the public OI/HI

Linden Lab Improvements

  • we have two teams that are moving into place to monitor the grid and respond to residents
    1. 24/7 replacement for the Grid Monkey position
    2. a Liaison team that coordinates with them and act as Early Responders they will also have 24/7 coverage. you will be able to contact them when there are replicators etc
  • The Liaison response team will be the lindens you can contact directly with issues, but I (Blue Linden) can’t talk with real authority on that as I didn’t work on that directly. I believe they (new Residents) are able to contact Liaison early responders directly
  • There will be 6 Lindens dedicated to the Volunteer program
  • we have 2 tech writers on staff now to help build out the knowledge base
  • expanding the volunteer program in ways that are proactive and produce cumulative effects makes more sense than continuing to try to address people one at a time, while we are quickly outnumbered
  • we are going to be requiring meeting attendance for volunteers….say one meeting every 3-4 months- nothing that will be restrictive to those of you who are regulars, but enough to sort out some of the people who just want the Mentors tag

Note from Marv: would be a good means of allowing Residents to access the self-help resources from within the Viewer.