Poor Leadership

awww wuvs you too Leck

ppp

I found a rolled up cigarette wrapper in my underpants.

Just wait a minute and he won't care enough to stop you.

...

WTF? I'm not allowed to post attachments anymore?

THOU SHALT NOT ATTACH!

They steal my candy and make the baby jesus cry

She's right. The forum community is all of those things, in embarassingly large measures.

Then what's the point in making a fuss about it? Either you can manage it or you can't. If your plans require something that doesn't exist (docility), you need to plan differently, neh?

Jeska is doing a fine job. The resident moderator program is working fine.

We have had essentially unmoderated forums till this program went into effect, owing to insufficient manpower to do an effective job of moderation.

People have behaved in the forums as if they were unmoderated usenet forums, with no control at all, such as alt.flame.

Linden Lab has more customers now than it used to and needs to reassert control over their company's product discussion forum. They are trying to do it act very little cost.

The forums have been used by crybaby children who want to use the forum as a hateful comment based playroom. You can find these all over the place on the internet.
Parachat makes chat rooms available for free and unmoderated. Kids find them and use them say FUCK SHIT PISS CUNT and call each other faggots.

Linden Labs wants to regain control of their forums and stop the children who use it from calling each assholes and stupid and crazy and stop the little baby brains from copying the words their mommies and daddies use when the get in a fight after too much to drink to insult each other so that mature people with something worthwhile to say have a place to do so somwhere on the secondlife.com website.


The hatefilledl foulmouthed children who are making all the whining posts about the resmods need to find somewhere else to play other than the product discussion forum for a company that's trying to make the upcoming 3D internet.

I'm going to take responsibility for this.

I'm not a politician, nor am I a businessperson like my biological father was... I'm just me.

I don't see myself as a leader because I've always viewed myself as a "composite alloy" learning from all my experiences here with the people around me... but since I'm on the Community Team at Linden Lab, and a Linden now, that makes me truely responsible for what's happened.

I have come onto big circumstances and I accept reality for what it is. One of the reasons why I was brought onboard @ LL is simply because I dedicate my first life to living my Second Life--inworld and here on the forums--and I reflect what I go through. And I vowed to myself that I should always be active in that, because if I don't, I lose sight of myself and I become fake and lame. It's what I've expressed at times as being "community by proxy", or perhaps said more colorfully, "can't tell an ass from an elbow". I've always vowed that in being true to myself, I'm true to others, and if I'm happy, I'll make that clear. Same goes if I'm sad. No lying about fake cheeriness.

Several times this week, I've thot, "Should I post?" about the ResMod programme, and each time, I have. I've learned about making choices--and even inaction unto itself is a choice. I certainly don't have all the answers, but what I know, I want to share, I want to help. This has been the weightier part of doing my job--while a lot of it (e.g. Infohubs and SL Answers) have been fun challenges, this, while a challenge, hasn't been fun. And so I'll have to deal with it. And it's the first time I've been in an environment like this... it feels so very strange and I hope I'll get used to it in time.

As best as I can put it, and this is something several have PMed me about: there are a lot in this community who are damn smart. They can sniff out the stench of any contrived social engineering mechanism and stomp it flat, or satire it until the explodey cows come home in pieces. Even I've done my fair share of that. That's what I've always admired here, because the criticism keeps me grounded.

I don't want to see Jeska take the heat for this... seeing her, or anyone here, for that matter, get hurt as a result of this, hurts me. As positive a person as I am, I know pain is an unavoidable part of life, which is why I need to own up and say that now that I'm in this position, I am fully feeling what I could only hint at before, from Resi to a Linden: the pulse of what goes on in here, the happiness, the sadness, the anger and funny imageposts (both of which we've had in abundance)... just the full spectrum of being alive, really.

I won't judge. It is as it is.

There've been flaws with the ResMod program. There've been tweaks. And there's gonna be more of that... you prolly already know, I won't copy-and-paste.

I'd like to apologize for the scroo-ups. I joke about being a "watermelon spirit", but I am serious when I say that, like Gaia. Again, I'm an empiricist: I won't sit on the sidelines and observe. I'll throw myself inworld, and on here, through it all. I want to experience the best and worst of SL and everything in between.

And if anyone needs a target for the chaos, I'd like to offer myself. Please, don't go after Jeska, or any ResMod, or any Resident. Go after me, because the increased pressure and scrutiny will greater commit me to working with Lindens and Resis alike to make Second Life better.

I wouldn't be here in the first place were it not for all of you, after all.

And I must always remember to be grateful for this.

Torley,

Your post is exactly what leadership is about. I will forever remain in awe of your ability to manage to take everyone's side, and never make anyone feel sleighted or unheard in the process. You are beyond reproach.

Agreed. Torley adds a human element to the discussion that I think is otherwise lacking in some of these communications.

It's a noble and moving sentiment, T. Thank you for taking ownership of this difficult situation. I'm heartened to know that our concerns are felt by the community team.

edit: You totally leveled-up with that one, btw. You'll be riding your own Linden epic mount in no time.

I wonder what a healthy perspective would be, with regard to 'forum moderation in a 3-d world company's forum'.

Any guesses, anyone?

please note: the complaints has been about ll's leadership (which has been lacking in the planning stage in this case), the method of chosing these forums "leaders" (there are glaring problems with some of these people's posting histories).for such a vital process... ll has obviously given very little forethought to it...that's very historical.that is such a "spin" response. some of the resmods actually did somethings that are objecitonable. but beyond that... most of the criticism has been focused at the program. that the resmods have been mentioned is unavoidable as they are currently part of the problem.as contentious issues go... this is been remarkably civil.

/applauds Torley.

**glares at anyone who tries to blame this on Torley** (even though she offered)

MJ

Jeska, possibly. The resmod program isn't working well at all. There has actually been an -increase- in bad posting that could be reportable. Not that I will report abuse as long as the system isn't confidential.

Take down the resmod program, its only causing lack of confidentiality and angst.

Imagine you're at your job and doing the best you can... maybe you don't do it perfectly. Maybe you do pretty close but get bludgeoned incessantly in the process. Do you really need to have your customers glaring at you across the counter telling you how you should be doing your job loudly and often, and telling the rest of your customers that you're a failure at it? Constructive criticism is one thing, but come on already. How many more threads about this do we need? How many of us need to act like we own the place and everything should be exactly as we say it should be when in fact we're really all just guests here? It just strikes me as incredibly selfish and rude. It's not that some of the criticism isn't valid. Constructive criticism is a good thing, but at some point you just have to accept things and go with the flow. There's a point where it stops being constructive and starts to border on cruelty. Put yourself in Jeska's shoes, or Torley's, or any of the other moderators. Ask yourself how you'd like to deal with stuff like this posted about you and how it would make you feel about your job and about the community you're trying to serve. If you want to offer constructive criticism, great, but try and do it with an equal measure of empathy.

people tend to repeat themselves, until they understand that they have been heard.

empathy is a two way street, and the signals from ll has been "it's not our fault". and given that ll haven't addressed many of the issues yet... there is no indication that ll is listening or cares.

so who takes ownership? who is leading whom?

and as to why there are so many theads? because the whole resmod issue (re)exposed so many serious flaws in the forums.

Torley you're a good guy (or girl). Stepping up and taking one for the team. Now if Jeska is really fretting over this then she is being a bit neurotic.

How many changes have been made to the SL economy, grid, telehubs, servers or whatever in the last year? People complain and bitch, then two weeks or a month later they find something else to complain about. Has anybody said they are going to tier down over this?

You can't make everybody happy all the time. No matter how hard you try, no matter what fence you straddle it just won't happen.

On that note, Jeska, Torley or whomever should make a thread and sticky it. Call it "ResMod Program". Anybody that would like to slam or berate or bitch will have their own sticky thread. If someone has a problem with how the ResMods do their job then that someone can file an abuse report. Threads started about the ResMod system will be moved to the sticky thread.

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Linden Managers,

This forum is for the players of SL. We have about 20 people post whoring and passive aggressively griefing it to death. Take charge of this situation and fix it. It's ok if 20 people get pissed off. Really it's ok, SL will live.

The increase it attributable to us - not the program. I agree, though, there's been an increase of bad posts. I'd be very interested to see if there's also been an increase in the average number of AR reports during the time the ResMod program has been around.

BTW - it *is* confidential now. True, for the first day it wasn't, but Jeska fixed that and it is now and has been for a few days. If you AR a post, fear not - noone will no who reported it, unless, of course, you sign your name to it.

I think what we are seeing is the fallout because of a lack of definite guidelines that we and the resmods can all look at and know with some degree of certainty and predictibility what the future consequences will be when certain misconduct occurs.

Program developers who are flexible enough to respond to problems and "tweak" the program to adapt are good developers, but sometimes it seems the rules are being made up as we proceed and there is no predictability or consistency.

Here is an example...can anyone tell me whether its an infraction rising to the level of a disciplinary sanction to use crass profanity in a post? And, is it an infraciton to use those same words in the welcome area? I know many people are issued warnings and suspensions for using profanity in the WA or a PG area in world because I see it in the police blotter. Are the rules so fluid that they are enforced in the forums, or not, depending upon which resmod is on duty?

Can anyone tell me whether an informal warning mars a clean Linden rap sheet? There was a time when I thought a warning was a warning, but it seems an informal one doesnt really count.

The problem is that there is not a defined standard for conduct on the part of the members or the resmods suffcient enough that we can have a consistent and predictable application of the rules. And this is why there is the appearance of inequitable application of the rules, why it seems some are punished for what others get away with doing.

Part of this is the result of the movement of LL toward allowing self governance in SL. Because of this the application of the very generally defined rules is so subjective that we get varied results. This can only lead to controversy.

Yes there are some controversial appointments in the resmod selection and there were many people upset by this too. However, most of the controversy was about the structure of the program.

I know people become defensive when they feel they are under attack, and Jeska is human. But when you place yourself in the public eye, you subject yourself to the court of public opinion, good and bad, especially when you make decisions that affect the entire membership.

We are very lucky to have Torley as our community representative. Torley, may I suggest a town hall event with you, Jeska and Robin, where members can have the opportunity to express ideas for tweaking and improvind the resmod program, or present a reasoned argument for its elimination.

I see your plea for empathy, but think you fail to mention a crucial asymmetry. You say "imagine you are at your job" which I think you would probably agree is different than "imagine you are a customer".

As anyone who has ever worked in any service industry (which the DoL says more than half of us do, even engineers and artisans) knows, the customer is always right, even when they are wrong or flaming morons. Let me invoke a thought experiement using two hypotheical moderators. One is overworked, harried, responds with school-marmish prissiness and sees the job as thankless, tedious, kindergarten playgound monitor. The other brings an attitude of inclusiveness and grace to the tasks and likely views it in an utterly different way as a result.

As a parent and a development manager (I'll let you guess which group is basally more mature acting) I have found that the respect with which you treat your charges is exactly proportional to the repect you receive in kind.

LL has always been horribly conflicted on what their intentions of the forums are. They want them to engender community, but they would also like them to be as pristine as "Main Street, Disneyland". Those two concepts are fundamentally incompatible; no wonder it has been a cause of angst. Communities are messy (because people are messy, more so in aggregate), and if LL doesn't like that cruel fact of life, they should probably get out of the game and let some third-party fansite have a chance at it. But they would not like that, methinks, as it requires ceding some control over "their world" which they have been historically loathe to do.

From my point of view, this is solely an effect of LL wanting its cake and the ability to eat it too and getting as frustrated as anyone who attempts to satisfy those mutually exclusive goals. This is a problem of their own making (if it is a problem at all).

Chip,


Please stop drinking the Kool-Aid man. You are a paying customer, this is some special privilage to be in SL, you pay for a service. I pay to stay at a Hilton but they treat me like a honored guest from the time I step in the door, because I am doing them a favor by by giving them money, not the other way around. That is like kissing ComEd for providing you electricity you pay through the nose for, they aren't doing you a favor, you are doing them a favor. This highlights the poor PR and lack of customer service mentality that is rampant in the gaming industry "Dude, we are lucky to even play this totally awesome game, so shut up!" There are other methods of entertainment and safer methods of conducting a small business that SL is competing on a lot of fronts.


Having paying customers police other customers is just a terrible idea, especially since the people are known and most of them have questionable pasts and ethics. Beyond that, is is unethical and a bad business practice for a Corporation to have paying customers do the work of employees and pass it off as community policing. LOL


I agree with everything Enabran said but this is a dead horse. Linden Lab doesn't care about customer service, or ethical behavior it seems. I believe we have all be told to eat cake.