Transforming the Second Life Experience with Big Spaceship

I had a friend come in for the first time yesterday. I had earlier advised him to sign in to go to Avitar Island, where newbies are isolated and led thru a training building to learn the basics. Then they are released. My friend already being advised to IM me when in, was sent a TP to my place where we worked on the basics some more. The biggest problem he had with the sign-up process was deciding whether to give SL his "real" birthday, as required, or saying forget it. It made him nervous to give that data. The other newbie issue of loneliness or being lost was avoided here, by prior arrangements. Perhaps newbies logging in could be given a in-house mentor type contact as their first new friend in SL ?

Mr Ordinal Malaprop.
You appear to concern about the experience within SL with this "Big Space" and if you read carefuly they have produce for many other clients, and you appear to think they would not tend to do "homework" on this.
Let us wait first and see how this works in the begining and let us wait for the "trial" of the first edition of this new "platform" before we all start using the explosives to destroy the "buildings" before they are constructed.
These people I would imagine will do the research befor they start and I also feel they will have many conversations with the LL teams before they start with "live".

This is just suggestions and comments, I try and keep positive, and look towards the future of things.
Not all in history, though many intentions had been for the better, have not had a working plan for the better.

Biggest challenge to newbies: finding something to do. That doesn't mean herding them to stores or to site-seeing. That means finding someone to talk to and activities to *do*, not just see.

Thanks for staying engaged in the thread, Katt.

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Oh, really, Katt!! Shame on you!

You'll be telling us next that the OS sim tier hike is beneficial for us all, because it'll encourage us all to go out and grab these new "customers" to offset the massive increases LL are foisting on us!

What would make the "experience" more "enjoyable" would be if LL stopped playing at communications with us, and started ENGAGING with the existing user base and addressing our concerns constructively. You know, things like:

- the Asset Cluster being barely able to handle the current number of concurrent users, leave alone any influx of new users.

- connected to the above; the scandalous matter of inventory loss. It's bad enough having an Asset Cluster that wobbles like a bloke on a tightrope in high winds....but the fact that it also leaks inventory is inexcusable

- the fact that you cannot even be bothered to put out in-world notices to let people know when important functions such as transactions are failing

- that the last two roll-outs of server releases have been massively mis-handled (rolled out and back faster than most yo-yos go up and down, simply because you won't invest in structured testing, but throw it out to the same users you enjoy ignoring).

- And the list goes on....

It's also a shame, Katt, that as the "resident communications manager", you rarely if ever respond to anything but the most superficially positive comments posted here and in the blog. Certainly, we see little, if anything in the way of feedback that demonstrates concerns have not only been "listened to", but have been addressed _positively_ by your colleagues.

Again, your recent post on the manner in which useful information is now being confusingly disseminated across the SL website is a case in point (and the incorrect link you've left in it doesn't help either!).

While addressing new user issues may be of concern, they are hardly above the concerns of your existing user base.

/rant on

Out of 15,717,362 registered residents, only about 60,000 are on concurrently at any given time. Of those, I'm not sure how many log on within a 60 day period; but, I would guestimate around 250,000. This leaves a large gap of 62.8 to 1. Kinda tells me two things... 1) Yes, new residents drop like flies initially. and 2) Old residents also drop like flies as the experience sets in.

Many of us older residents love SL...we really do. If we didn't, we would have left long ago. However, many of us older residents feel that we aren't being cared for by an indifferent Linden Lab. Case in point is the OpenSpace sim controversy...and no, I'm not trying to freshen new wounds; but, many older residents feel that we are being cast aside for the sake of attracting the brand new residents and make them feel at home. This is great, wonderful, and swell..HOWEVER, once they gain experience in world, I would imagine the brand new residents would feel cast aside along the road in favor of even newer residents. In other words, very little retention in sight and SL becomes a revolving meat processing plant.

If it's a new UI you're shooting for, take a clue and look and your own computers. Windows and Mac machines do not have pie menus when you right click, they have drop down cascading menus with all kinds of options like CUT, COPY, and PASTE. That happens to be one of the most annoying things about the current UI...it's not intuitive. Believe it or not, many initial users don't know that Ctrl+C means copy...Ctrl+V means paste. These are throwback keyboard shortcuts from the days of DOS v6.22 and earlier. Today's newer residents are used to playing Xbox and Playstations and playing World of Warcraft. Many haven't a clue what a keyboard shortcut is...except it's some geeky cryptic things that only geeks know of. I know that I want a Windows interface...one that I can change the theme on, or the color scheme at will. One that I can CUT, COPY, and PASTE without contorting my fingers to do this sort of basic function. I want a menu bar that has a Favorites menu item with landmarks pointing to my favorite places to go to. In fact, I want to be able to change out the placement of my menu items. I want to be able to sort out my inventory anyway I wish...not just by name, or date; but, also by whom I got the items from, where I got it from, even how it was acquired. We are the users...new and old, and how things work in world is just not the same as on a real computer...it's sort of a pseudo interface. If I were a new user, I'd think that the SL interface is nothing but a beta.

Many new users say that the OpenGL API that SL uses (and about the only MMO that does use OpenGL) looks crappy. It takes getting used to, trust me. After playing Age of Conan for a while, SL DOES look crappy.

What I think needs to be done, and I doubt seriously that Linden Lab is even considering this sort of thinking, is a new grid..Second Life 2.0.
*DirectX graphics as is the industry standard. Better, more detailed avatar meshes with physics (I want bouncy boobs and I'm sure the men will agree that being born neutered is not at all fun).
*Better terrain tools, the existing ones are so coarse in the way it handles land.
*Network throughput 10 or 20 times what is being outputted by the servers presently...sure, most residents can't have that sort of throughput on thier ISP's, but that can be adjusted even now.
*Prim limits set much hight for regular sims than now exists (OpenLifeGrid now offers sims for 1/7th the price of SL and a limit of 45,000 prims on them. Native prims adjustable to 100m... Yes, I know, it's beta...but, I don't want the Lab telling me it can't be done)

In short, just as the new user wants a better initial experience, I want a better continuing experience...lest I lose interest.

/rant off

Brilliant move, LL. Just maintain the radiosilence on the recent announcement about draconic tier increases of almost 70% for OpenSpace sims and start hauling those new residents in! That way you might even not get hurt too much by all those other residents who are cancelling their accounts in the next couple of months!

All my love to the Big Spaceship... er.... Big Undefined? xD

Thats exactly what this is...no doubt in my mind. LL saying"we don't care if you leave, we'll have new lemmings...er...residents in no time with our fancy new marketing campaign". Katt, your silence on the O/S thread and the number of your posts in this one says it all.

And the new residents won't know better than just pay LL what they charge. It's like the old saying goes: the dogs bark, but the caravan moves on. Like I said: brilliant, in all its simplicity. In a very dark sort of way.

Yeah, we are all still being held hostage as we wait. I for one don't want to lose out on the 50K lindens and then some that i spent on an openspace within the last couple weeks. When are we going to get some answers???

I'm commenting on this because I'm involved in this issue, but I am not much involved with the Open Spaces one -- Jack is there, and along with other Lindens he has been reading all the comments. Did you see his update on the topic? at: http://blog.secondlife.com/2008/10/29/update-regarding-the-openspaces-announcement/

First step should be, to move the bots out. As strict as the ad-farms. Then: 30 days trail period for newbies. After the trial period: full member or out. Then killing old avatars and inventorys wich never logged in since maybe a year. Halve all fees. That holds old residents and brings new in. Make a training video and a user manual together with experienced residents and pay them for their efforts. No third party needed for that. Oh, and again: halve all fees. Literal all. And all is good.

Additional: we oldies could need some better "third year experiences" like, for example, to be able to store our creations on harddisk, CD, DVD. Since a man walked on the moon, this should be possible too. To have our things in our own hands for up - and download and safe -copies.

And by the way:

In Communism things will be first nationalised and then ruined.
In Capitalism things will be first ruined and then nationalised.

Said my very wise grandmother. And if not she, then it was Popper or Einstein. Or someone. Hehehe

This is what is going on outside. So: if the Lab is somehow informed about the global economy situation, wich means: informed about the situation in our pockets, it will be a really good idea to halve the fees. As said. To not end like these investment bankers around the globe.

The alternative would be, that 2 or 3 millionairs sharing the whole thing in their freetimes. On each continent one. Could be boring for them. To sit there alone, watching the sun going up and down all day. Maybe.

You mean the 1 comment that gave no new information dated 10/29 ? Yeah. Nice conversation.

Lets recap... the internal community were given the tools to orientate their own people, countrymen, business associates, clients etc (at no cost to LL) over a year ago.. now that is all firmly in place and working very well, as the community do innovate very well on their own anyway.. now LL comes along and make that all a mute point...

Employing a company that have no history of the platform, not part of, or contributed to the community, that are self proclaimed experts... (well with Coca Cola anyways, who didnt really have any true purpose in SL)... to give new users 'an experience'?

Is this the plan implimented over a year ago, to not support the free employees, doing Greeting, Mentoring and Live Help for LL, to make room for this company? Having read their website, I was left serverely wanting for knowledge of exactly what they are offering, except that they have a good clientele list for advertising campaigns, fair play to them.

What you may have overlooked is account retention.. getting ppls into the platform is one thing.. so now they can fly, put on their underwear and tie their shoe laces..... now what? What are all these empty sims for? Why do the roads go no where? Why are the long term users here so negative on the forums? Why with over 6 million accounts are there so few people in here? Why does my business laptop not work with SL? Why are these people allowed to steal my L$ and my Content so freely? How do I contact a Linden? Where can I get sex?

Best case of redressing the window I've come across.

Maybe this is why LL needs all that extra money from us via the OS price increase....lmao

Just a thought!

I am all in favour of attempting to attract more new residents through the web site, UI etc.
LL (tm probably) have done a lousy job on communications over the last few months but at least Katt posts. Keeping newbies has to be a priority. I remember when I joined there was nobody to help. I did ok (well I had the time to kill) but my thanks go out to all you who guide/mentor. Myself I show building basics - Im not that good but can get people started. Maybe a teaming system could be in place to point towards current residents who are willing to give that first helping hand to the newborns who arrive. Extend the mentoring system, don't ignore it. Its our world and I love to see the response when a newly arrived rezzes the first prim. There could be another Mr Dingo out there waiting to create. Lets not bar their access - lets welcome them. And Katt thanks for trying. I don't know if big spudskip will do anything better - but neither do any of us. Its an evolving space people - yes I know the OS thing was a shock and yes I know I can't sell land for love nor money. But its a social environment too. And I still have my newbie walk

Hello all again.
I see within this that the "older" residents, who have been through more and have more an understanding and I understand their messages, are the most bitter.
I see they are inteligent and very well versed in this matter of Second Life, I truly understand the issue they face but some less negative repsonses will help this post come along.
Yes I too experience all these issues that are with all others, I myself tend to try and work on them and see what solutions there are and if a new approach to an issue is available or some "work around" that will aid in correcting any issues, I read these messages and take notes for my increase in the knowledge to remedy any issues I experience.
We are here to "help" are we not ??? or are we here to hinder one another ??, we must look at positive aspects, this new issue with "Big Spacship" is something that will need be seen before casting doubt, I must say again I am unsure myself of this and have my thoughts on this, but I wait and see before I make judgment, how do you judge a criminal before they have commited a crime ???.
Kieohae

I must Add to this that all here are drifting off to another issue, this was for the new "sign in / entry" for Second Life not all other issues, we must wait and see, have patience, give tolerence.

Jack is NOT there. That's one of the biggest problems people are having with that discussion. He made one comment at post 500something, and it's over 3600 posts now. His so-called update didn't really say anything either.

There is no casting of doubt or any of that.

If you can write up a situation relevant to user first hour experience difficulties and propose a solution then by all means do so.

Of course we really have no idea if anyone involved will see the recommendation.
But articulating it is better than not.

Then if the contractor fails to produce anything of merit then the community will have a huge we-tried-to-tell-you melted candy glommed up with nasty fuzz in Klingdon's Christmas stocking.

My first hour experience landed me at the edge. Then i worked there. Then i wanted to win competitions. So i learned to build something. That started my business.

So my first hour experience led to my success. But then I'm a total geek forever so dealing with an alien interface was part of the entertainment. big space ship behind the comet or whatever they are called will produce a graphical interface design reminiscent but better than the popular MMORPGs out there or they are an epic fail. The needed user base is programmed to know how to use those interfaces. Blah blah all you want but this is a fact. Not hitting 1 million concurrency without a serious MMORPG style UI and, more importantly, not retaining those new users unless they immediately find something challenging to do. So yea NPC bots should be a top priority. In fact LL should be helping to fund such activities somehow.

Jeeze Katt.

You guys are missing the mark by far.

The last person I had come here to SL in this past August could only tell me bad things about her experience. She lasted 6 weeks, wasted $30-40 usd.

LL has no clue what sort of first user experience to offer of what the heck they are even offering in a new resident SL experience already it seems. I mean you think you know what you (LL) is offering but it is not in line with the reasons people come here.

And I am just realizing this now.

Katt, it is very easy to selectively respond to comments in this way and simply kick them into touch - then claim your are "engaging" and "listening" to people and pat yourself on the back.

However, I and several others here have raised genuine concerns regarding improving the experience for your CURRENT residents - which by extension improve long-term Second Life for "new" residents.

Your silence on THESE points is both staggering and arrogant.

I am disgusted with LL for the way they treat their customers. The openspace scandal is the straw that broke my back. Insult was added to injury when the customers were blamed for LL's mismanagement.

Making the experience better for CURRENT users should take priority. Feels like you are trying to slip the openspace issue under the carpet. How about taking the money you are going to spend on this nonsense and upgrade your servers so you don't have to implement a monstrous price hike on your exisiting customer base.

The Second Life New User Experience. Brought to you by............. Each new arrival can be handed a goody bag, full of the best wearable advertisements.....our video tutorial will start in just a moment, after this word from......don't forget to look under the cap of your soda for the special code that you can redeem in world for cool Brand gear...........

Katt:

I was very civil in how I asked my questions, so why no answers?

Should I tell everyone WHY you won't answer?

OK, here's the deal. Once again, Linden Lab believes they don't NEED the help of the Community to do this, or any other project they "think up".

Otherwise, they would be spending time in-world talking to those that have been working with New Residents for the past X number of years. There are a FEW of us that have made New Resident Education a top priority, so why wouldn't you be asking those FEW who have worked so hard with the New Resident Community over the years to see what they know about what New Residents want?

You see, Linden Lab has this idea, that they and they alone, know what's best for everyone. This idea that Katt is "listening" or Jack is "listening" is nothing more then talk. What they have already planned on doing is already in the hands of their designers and coders and this is all just a game to them. Linden Lab believes the Second Life Community doesn't know anything about the world of Second Life itself, otherwise, they might be working hand-in-hand with Residents to really solve problems, instead of playing these forum games and pretending to care.

So Katt, how am I doing? Instead of Linden Lab turning to the "creative content creators", notice she doesn't mention the "Educators" but instead throws in a slider here, but instead of turning to those that have worked with New Residents for YEARS, Linden Lab instead decides the best way to find out about New Residents is based on an in-world meeting where these Big Spaceship people apparently felt "comfortable". Now, I'm not an expert in figuring out who wants what, but it doesn't take an expert to see that once again Linden Lab has decided to walk down a path of ignorance, instead of enlightenment. Katt, tell me, what ONE person on the Big Spaceship team has more experience then say, myself, in dealing with New Residents? Let's dig a little deeper, who on the Linden Lab team overseeing the New Resident changes, has any more experience then say Me? The point I'm trying to make my dear Katt, is IF you were serious about finding out what New Residents really want, you should start with those people that spend their time helping those New Residents get acclimated with Second Life, then you should gather a group of New Residents, equal to at least 7% of the total number of New Residents at the time you took your group of New Residents to survey from. Now everyone should be asking, just how in the heck can Linden Lab know that? Well, you see, that's my point. Linden Lab doesn't have the necessary expertise to know that, yet, there are those that really do make a living out of this sort of thing, and they aren't known at Big Spaceship. Big Spaceship is nothing more then a BELLS and WHISTLES firm, and quite frankly, a firm not needed for this project.

Katt, I've done the Civil discussion thing, now I've turn into my "let's see what they are thinking" self. IF you care to respond to EITHER the CIVIL or the "this is what they are thinking" post, please, when answering any part or question of this post, be as detailed as possible. Remember Katt, the devil is in the details.

This was a good move, but, was it really necessary?

The sign-up page is, for me, really basic and easy, nothing to change there.

I remember when I joined in the end of 2006, and the "orientation" island back there was completely different. It was sort of a step-by-step quest, like the old video games, with tasks TO DO, and learn, doing. I remember there was a talking rock, giving me the next challenge, talking to me! And in the end, I got a torch, you had to hold it to move on the next step. I really had fun, and learned the basics in sort of 30 min.

I went there now before posting here. Wow. First of all, you see a LOT of old avatars instead of really newbies, right on the welcome area. All there talking etc. It gets really lag. Then, there are no more "puzzles" and steps to do, to learn having fun doing it, its more a track with some notecards. UGH! No one likes reading lots of notecards with instructions. And it starts now with Editing appearance. I remember it was one of the last things on the "quest" I had...and it is in fact one of the most complicated things to teach newbies. And the track with notecards signs is boring.

SL is a 3d world with infinite possibilities. people could learn actually doing something like I had, in the past. And maybe even limit people on welcome areas, not allowing 1 week older avs. To what? give lag, confuse and mess up with newbies? And make more of an interactive walk-thru, would be very cool and enough for them to get the basics! That's why I think hiring a 3rd company, for that, was a bit too much.