What is the Purpose of Live Help?

Why does Linden Labs direct residents so admantly to contact Live Help in the event a person is not sure on how to do something or in need of inworld assistance? Are they a form of Customer Service? or are they just a faster shortcut to when one doesn't want to search the Wiki and Forums?

More than HALF the time my requests for help go completley ignored by this group of volunteers and if anyone had answered much later on it would have showed up in my IMs but it never does which proves they simply chose to ignore it instead of stating politely "I don't know" " we'll have to get back to you on that" etc..

Now I could have posed this question directly to the Live Help Group Forum, but it is Linden Labs that oversees this group and who I hold to have the insight asto what is going on.

I can understand people being busy, but even friends and associates have stated that they wouldn't bother with Live Help due to lack of response.

Also when I'm being 'Griefed' and call on a Linden for assistance (who would logically intercede) why am I being told to contact (again), Live Help?? which is a volunteer group of 'Fellow Residents' who have no direct bearing in such matters. why are you pushing off duties like that to residents when they absolutely can't do any more than I could of telling the griefer to stop thier actions?, when a griefer would logically realise a Linden can freeze thier Avatar immediately or boot them offline should the offense continue.

It's simply puzzling to me that a company that touts such a group in high regard and yet it only skims the surface of its purpose of being and at times is shrouded in mystery.

I get tired of having to IM Lindens directly for help (basically hound and hunt ppl down)

I ( and others) simply want to get the best out of the features offered.

I was thinking more about this today.

Firstly, I am sorry to hear you didn't get a response! I am very much all for "reach out and touch someone, and be touched back".

Sounds like bad timing, and--it is precisely the reason why we appreciate and hope to have more Live Helpers, and all volunteers--Residents helping Residents--infact.

There've been times on Live Help I've witnessed personally where all the LHers are busy helping, and so it comes back to the start of what can be done.

I think there are some real growing pains.

Live Help is far more popular today than it is last year, I know this, and it's only so long before the IM window falls apart (figuratively speaking) with all the ringing Instant Message tabs. Thus, behind-the -scenes, is a current project to revamp this for the future. One person can only do so many things at once.

I'd like to emphasize that despite the current intro message:
What frequently happens is someone just says "hi" or "hello" and doesn't ask their question. This also takes up time.

If you are eager to help other Resis and would like to find out firsthand what it's like being on the "recipient's end" of LH, I have no higher suggestion than encouraging you to join and see what it's like. The torrential onslaught! And yes, I've been there. And in doing so, I have a much greater understanding of and respect for all the Live Helpers who helped me over the ages.

Linden Liaisons, as you prolly already know, are also on Live Help, and if there is no response and if things are ultrahot and busy, you can feel free to IM any one of them directly--they are all in the Liaisons group.

One reason why Live Help is asked instead of a direct IM firsthand, however, is because all online Liaisons will get your message at once, and will be able to communicate and coordinate better. (Copying-and-pasting a message to each individual, BTW, doesn't help: it confuses further with its redundancy.) Live Helpers are also able to "tap" Liaisons if something gets missed. No duties are pushed off.

In Second Life, we realize that with such a diverse community, there is no single correct way to present help. Some hate manuals or reading by themselves, so they like talking to a live person. Hence, Live Help. ^____^