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.

SL Metaphors – Webcomics

Newbies vs asshat griefers who think it’s funny to run around Help Island naked, litter the place with prims, shoot people and cage them

Happy Rezday Tateru :-)

, so here’s a photo of 😉

Tateru Nino was the first mentor I met upon my being accepted into the Mentor group, and has been a positive source of on what would have otherwise been majorly assinine behaviour on my part.

Forum Post: Director’s Cut

Censored for TV

The following is a Director’s Cut of the comment I posted in response to Seronis Zagato’s post on the .

The Director’s Cut

With the communicator:
Start Loop

  1. touch communicator
  2. wait for response
  3. message group for backup if required.
  4. wait for positive response
  5. Log out/go to mainland

End Loop
Result: maximum results, minimum fuss

Without the communicator:
Start Loop

  1. touch communicator
  2. wait for response
  3. IF response list = low | response list = empty:
    Start Loop

    1. fly by island
    2. IF avatars have none-volunteer tag, check profile
    3. respond to calls, check on new residents
  4. GOTO Start

  • message group for backup if required.
  • wait for positive response
  • Log out/go to mainland
  • End Loop

    Result: Maximum fuss, possible endless loop, sleep missed, meetings missed, stress increased, help lowered, requests for help left open for up to half an hour.

    In both instances, expired group chat sessions, off-duty volunteers and volunteers who also work in Live Help can’t respond, and this delays the time it takes for Help Island to recieve optimum attendance.

    However, there are the dispicable, inconsiderate volunteers who leave the island unattended full of people who don’t read or speak english, exacerbating the problem of Second Life not yet being multi-lingual, those that don’t give a shit when a lone volunteer is left alone for several hours on end. There’s also the pathetic individuals who become volunteers to take advantage of new residents by “recruiting” them into their group, encourage them to attend specific events so their group can recieve dwell, mislead and otherwise corrupt new residents by giving them bad advice, or not enough advice.

    A seperate observation:

    • There are Volunteers that do things that they are not told to do by Lindens (wearing the communicator), and those that do things they are told not to do by Lindens (hang about on the greeter hub).
    • Volunteers that wear the Communicator are often distributed all over the island.
    • The lack of crowding at the hub means they’ll either go exploring because there’s nobody at the hub, or they’ll go exploring because there’s a relatively dense population on the mini map.

    Volunteers that do not wear the communicator tend to crowd the greeter hub, littering it with vendors, posing stands and other junk because they haven’t the slightest clue of what is going on.

    Crowding the hub discourages new residents from exploring Help Island, and they usually head straight for the Exit sign, and I’m guessing later fill up the stretched Live Help queue wanting answers to questions that could’ve been learnt directly from Help Island, or as information passed on as a result of dealing with a Volunteer (terraforming, renting land, not needing to live anywhere to enjoy Second Life).

    Working on Help Island is structured around the Communicator network.

    The communicator should be mandatory for working on Help Island, but not necesarily for all Mentors. Note how the communicator itself says “Help Islanders” on the bubble.

    A note to those that would refuse to work on Help Island if the Communicator was mandatory:

    We’ve been doing fine without you being on the comm network. It’ll be easier to work without you on the Island entirely. Thanks 😀

    Additional Footage

    On a scale of 1-10, 1 being ideal operation, 10 being accounts being closed as quick as they are created because of the state of Help Island, the current situation is apparently a 4. Due to recent events, my opinion is that it is a 6.

    Residents themselves are notice the problems with a lack of Volunteer coverage, some well intentioned residents giving out just learnt experienced- risking a chinese whispers effect of helpful information being corrupted as it is handed down and re-interperted. On rare occasions we have new residents whose dedication to helping other new residents raises them to admiration amongst Volunteers, only for this help to be cut short by some overzealous volunteer (rumoured only, secondary sources of information etc). On one hand while this ruled out any chance of a mentor joining the ranks of the Volunteers without having ever set foot on the mainland, on the other hand it gave rise to the first time I’ve seen a single resident get a “welcome to the grid” party thrown for them.

    Feature Commentary

    I’m fucking pissed off with the lazy, ignorant, arogant shits who leave Help Island unattended, as well as the rule breaking morons who do come.

    In one circumstance where I found a Mentor on Help Island who promptly disapeared then later acted as if they weren’t there, I later discovered they had broken the Terms of Service by letting someone else onto the Mentor’s account so they could transfer L$500 into their own account. 500 Fucking Lindens!!! That’s less than a fucking Pound !!! >_<

    In another I come across Mentors who are either forgetfully or maliciously leaving out none-free vendors (eg not L$0) risking what little cash they may have at the start of their Second Life being spent on useless, “illegal” or inferior products.

    There’s the ones that break the rules by giving out scripted weapons, push-shields, mature items etc.

    A final note to anyone remaining who’s pissed off with me for building the test track.

    To those who thought the first version was a mess:
    whoops, sorry, my fault totally.
    To those who think the test track is pointless:
    Lindens disagree with you, Volunteers disagree with you, and most importantly, new residents disagree with you.
    To those who were pissed off with my actions resulting in a parcel being created on Help Island without any public discussion:
    whoops, sorry, my fault totally.
    To those who are still pissed off with my actions resulting in a parcel being created on Help Island without any public discussion, despite the obvious benefits:
    Grow the fuck up you whiney little pricks. Oh wait, you’re probably the kind of Volunteer who quits because of a feature of Second Life being used for it’s intended purpose- Intra-group communication (not the actual, totally off topic spam, just the Mentors using the group chat as a resource to help new residents as an alternative to hogging Live Help). Never mind then, you probably won’t be reading this.

    Testing from Flock – Improving work flow

    Improving work flow.

    So I’ve made a new blog to keep work seperate from play. Except I haven’t been using it.

    This is partly due to the mess Firefox gets into when I’m using it:

    • One main window for random garbage- about 30-40 tabs.
    • One window for the various Second Life Wiki floating about.
    • One window for managing personal and other peoples’ blogs (yes, I admin all over the place)
    • One window for managing the ViSL.

    This turns everything into a multi-tasking nightmare. Especially when Firefox freezes up because I’m throwing way too much at it. So I’m going to switch from doing one stupid thing to another- using beta software in a production environment. I’ll be using Flock for work and Firefox for play.


    So I decided I should stick to my own advice

    I’ve been advising Volunteers to create blogs using their full SL as the URL. It made sense for me to do this even though I already have a wordpress blog, so that I can use this for off duty Second Life stuff, and keep my other one for personal things.