16 minutes is all 'answers' warrants?

So today we've seen a Linden spend 16 minutes answering questions in this forum. Questions from yesterday morning onward remain unanswered.

Is this scheduling part of the new approach to customer service or are you guys too swamped by the-update-from-hell to answer questions about it?

Talthybius!

Quick answer:
No.

Long answer:
I am but one person and I do not scale, and for that, I apologize. I am this week's Communications Monkey, which means I'm tasked with helping on Linden Answers. But as forum regulars know, I'm often here anyway. Provided I'm not working on something else.

It was actually more than 16 min (I use a chronometer), and an emergency came up.

/139/66/152172/1.html

I got paged!

And then...

http://blog.secondlife.com/2006/12/02/were-investigating-more-database-problems-right-now/

In addition, I had to write about said emergency.

There's often more to the story, there's a *lot* of context. Second Life is a very connected place.

I used to spend several hours a day on Linden Answers, but now, guess what? My time is often spent formalizing those answers into formal Knowledge Base articles so future Resis can find help quicker! I'm also responsible for writing some of F1 Help with a great team.

I have 16,000+ forum posts so, I've answered a good diversity of questions. Feel free to have a look at my posting history too, I love helping. But there's so much help to give!

I encourage all our Residents to be curious and ask questions instead of jumping to conclusions about the work we do — I used to be a Resident myself.

Swamped? Yeah. Doing everything I can? Even moreso. Finding ways to answer the same question more effectively? Absolutely. Please keep in mind in addition to this forum... anyone wanna help me answer my hundreds of emails?

Also of interest for improving support:

Changes Coming To Customer Service
http://blog.secondlife.com/2006/11/26/changes-coming-to-customer-service/

Hope this helps you.