(edited for key points) - Sorry it's so late!
Introduction:
You: Thanks for coming everyone
You: I'll give one more call in live help and then we'll get started...
You: We can make this quick then!
FlipperPA Peregrine: Take it away Jeska!
You: First, thanks for coming, I wanted to check in with everyone about how Live help is going so far
Vortex Saito: Going good still have to find my through some questions
Vortex Saito: *Way
You: Vortex is our newest Live Helper I believe
Till Stirling: What I appreciate very much is the backing by the lindens
Vortex Saito: Yes, I like that too
FlipperPA Peregrine: Vortex has been kicking arse.
Till Stirling: He sure did
Any Current Problems?
You: Excellent to hear, has anyone experienced any problems while doing Live help that I should be aware of?
Nightspy Rebus: Alot of peopel ask questions only a linden can really asnwer
Nightspy Rebus: most of the asnwers are email@support
You: That's the best answer in that case, unless it's something you think a liaison can assist with
Nightspy Rebus: maybe a better defintion of what live help is would help cut down on that
FlipperPA Peregrine: We're tried that several times, the problem is people hate to read
Till Stirling: Well, I doubt people would read that
Till Stirling: There already is a rather good description in the LH window
Till Stirling: but I doubt anybody is reading it
Nightspy Rebus: well .. i always get peopel asking me how my scripts work after i write 3 pages worth of manual
FlipperPA Peregrine: Until we get some development resources to have a separate entrance to Live Help than a simple IM, I don't think its going to be possible to really eliminate that type of traffic.
Nightspy Rebus: very well
Nightspy Rebus: just something i was thinking about the other day
You: I think as long as you explain that you're a volunteer and that their problem needs to be handled by LL, it should be ok, don't feel like you have to answer every question!
Till Stirling: even with another entrance i doubt it will change
FlipperPA Peregrine: Nightspy, its a very good point - don't get me wrong
FlipperPA Peregrine: For example, Gillygirl here - "Ask your question and wait for a response"... yet we still constantly get "Hello?" "Anyone there?" "Oh hi. Good." "Can I ask a question?" "ok."
Vortex Saito: That's a problem I still have trying to answer every question, but probably that's because I am a RL Helpdesker
Till Stirling: Ask in LH wneh you are not sure about an answer
Till Stirling: I do that regularly
You: You can always ask a Liaison also, if you're not sure.
FlipperPA Peregrine: Its also great for wise-ass commentary
Live Help Notecards:
You: Ok, next thing I wanted to ask - does everyone know about and/or have a copy of the Live Help notecards?
Vortex Saito: I have them
Till Stirling: Yes I have a copy
Till Stirling: They are extremly helpful
You: Flipper and a few other Live Helpers put together this great pack of notecards that can totally come in handy when answering questions that you may not know the answer to...
You: or that you can just copy and paste in over and over again
FlipperPA Peregrine: If anyone has other notecards they think we'd find useful, by all means, let Jeska or I know - we had a professional tech writer who standardized them all into the current format, and we can easily add more, or update existing ones.
You: Yes, good point
You: The next thing I wanted to touch base about is this idea we've been kicking around for a Help Island... it'd be a gathering place for in-world tutorials....
You: and volunteers would each have a space on the island to help people / hold classes / meet those who need help / etc.
Till Stirling: Good idea
Nightspy Rebus: i don't think i have a copy
You: I'm still very much in the intitial planning stage, but I wanted to know if you, the Live Helpers had any ideas of how you'd want to use such a space.
Vortex Saito: Want a copy ??
Nightspy Rebus: yes plrease
Nightspy Rebus: please
You: I've got one too if you need it
Nightspy Rebus: thanks
FlipperPA Peregrine: Wups, many copies
Till Stirling: The first was the kiosk
Till Stirling: These are the cards themselve
Till Stirling: Hmmm
Till Stirling: I will think about it Jeska
Possibility: Live Help Island?
Nightspy Rebus: I think a live-help island is a personal dream I had with my former education group
Nightspy Rebus: we hoped to make an island as a kind of sl university
Vortex Saito: Oh what did want to ask is there a way to not let the teleport time out ??
Nightspy Rebus: that woudl be helpful for new members and an easy way to share user's expreicnes with eachother
Vortex Saito: Because I have sometimes during a session that I think, it's better to go there
You: Right, it could be easy to direct someone to go to "Help Island"
Till Stirling: I agree Vortex, the TP timeout sucks
Nightspy Rebus: maybe it should be connected to the mainland
You: Do you think that'd be easier?
You: It could be located anywhere..
Nightspy Rebus: yes personaly i think everything should be reachable by flight
You: I'll put that in my notes
FlipperPA Peregrine: Well, here's my two cents...
You: I'll post something about this in the forums, so the LHers can brainstorm a bit about this. I'm very curious about your ideas.
FlipperPA Peregrine: Luna doesn't get used any more
FlipperPA Peregrine: Give us Luna
FlipperPA Peregrine: or Dore.
FlipperPA Peregrine: I think a mainland presence near the welcome area will make it useful.
FlipperPA Peregrine: Currently, there's really not spot like stage 4 that's useful for classes
Till Stirling: Good idea
Nightspy Rebus: that would be a perfect place for it
FlipperPA Peregrine: There's also nothing but empty space AROUND the welcome area
Nightspy Rebus: so people can log in for the first time , find directions to the help island , and find toturials on everything that is possible in sl , just select what they like at the time and start there
You: That'd be great Nightspy, that's part of the idea - a place to seek out help
Nightspy Rebus: alot of people seem to spend their first few weeks just going from one party to another trying to find ways to make money
Nightspy Rebus: i just tell them , it's easier and more rewarding to learn how to do things yourself
FlipperPA Peregrine: LAst night we also suggested contacted the creators of the Ivory Tower and the SL Public Library for contibutions - much of the heavy lifting has been done
FlipperPA Peregrine: contacted=contacting
FlipperPA Peregrine: <fingers are not working today, hehe>
You: *g*
Current Coverage?
You: Ok, next question I had - how's the coverage? Do you feel like there are enough people around to help answer questions? If not, what times need more coverage?
Till Stirling: Hmm the times I am on coverage is ok
Vortex Saito: European times, I sometimes am alone
Till Stirling: There is nearly always somebody in the background who will go active if needed
Nightspy Rebus: there are not many people in the middle of the night , i live in gmt+2 , so around noon for me , there are times with one liasion for 300 users
You: I'll look into adding some more euro coverage, but don't forget to ask for help in the Live Help channel if you're feeling alone.
You: Are there many questions during the middle of the night?
Till Stirling: Jeska, would it be possible to see how many LHs are active ?
Vortex Saito: I always do
You: Till - that's something that was mentioned last night actually.
Till Stirling: It would make things easier
You: I'm not sure, but I'll see how hard that would be.
FlipperPA Peregrine: There's a way to do it
Till Stirling: Its something I have mentioned every time
FlipperPA Peregrine: I'm thinking on that one... it would require that we all wear a script in an attachment
Nightspy Rebus: there are a few questions yes and some get unanswered , keep hearing nicole pressing the panic button "is there anyone with the tag at all?"
FlipperPA Peregrine: Basically, every five minutes, the script would run, say "I'm online! And here's what group is active!"
FlipperPA Peregrine: So we could have a list of (1) all live helpers who are currently online and (2) who's got the tag active.
FlipperPA Peregrine: (for those wearing the scripts in an attachment)
Till Stirling: good idea
Vortex Saito: I always wear some attachment, so that would be no problem
You: Nightspy - what hours would that be?
FlipperPA Peregrine: Let me think that through. It'd use llEmail() so I'd have to write the parser. Maybe the URL could be www.slboutique.com/livehelp/
Nightspy Rebus: gmt+2 , 10am-15pm my time
You: Maybe find an Aussie Live Helper to assist us *g*
Till Stirling: I am quite often on at that time
Vortex Saito: Hmmm that's the same time I am omline
Nightspy Rebus: 10 hours back is , 1am-6am
Till Stirling: Just holler on the LH channel when things get busy
Nightspy Rebus: allright Till
You: I'll also try to find at least 2-3 other people to help out during those times
Till Stirling: While I am often active
Till Stirling: I sometgimes just take time off
Till Stirling: or do something in another group
You: I don't want to burn ya'll out *g*
Future Feature: Independant LH Group
Till Stirling: Jeska, can we have a group independent LH activator?
FlipperPA Peregrine: I'd love to have that...
FlipperPA Peregrine: An "active group" and a "building group"
Till Stirling: somethng like that
FlipperPA Peregrine: The active group would be used for live help and social things - what tag you have active
FlipperPA Peregrine: building group would be which group items you create are grouped in.
You: I know that we're working on rethinking the group set up, but it's not in the plans for anytime in the near future.
You: I know one of the key requests from LH has been to allow for question answering without being 'active' - so I'll ask again about ways we could accomplish that *g*
Till Stirling: Please push it up in priority
Till Stirling: would make things a LOT easier
Vortex Saito: It would be great to be in Live Help and build on groupland with autoreturn on at the same time
FlipperPA Peregrine: They've been cooling off bit, since they've transfered to the new asset / inventory servers
FlipperPA Peregrine: IT was really bad about a month and a half ago
What Makes an Active Live Helper?
You: Ok, the last question!
You: I wanted to get your ideas for how we should determine what makes an "active" Live Helper. I wanted to do a spring cleaning type sweep of the group to remove those who are no longer participating...
You: ... and I wanted to ask you what you think determiens active status in teh Live Help group?
Vortex Saito: Hmmm I at least wear my tag once a day
FlipperPA Peregrine: I got through spurts. But typically I'm active at least 3-4 times a week.
You: One suggestion was to just ask people if they wanted to remain a live helper, which has its plusses and minuses... another suggestion was to make sure the come to meetings, etc
You: Another was to make sure they were active during the last few weeks, etc.
FlipperPA Peregrine: I think length of service should be considered too.
You: *nods* that's a good point as well
FlipperPA Peregrine: For example, I've been in live help solid for a year... there are times when I need to step away for a week or two.
FlipperPA Peregrine: To avoid burn out.
FlipperPA Peregrine: Or deal with other projects... like griefing Bub.
You: lol
You: That's a good point, I think the first thing I'll do is ask everyone if they're still interested in being a Live Helper, so I can have a better picture of how much additional people to add to the group.
FlipperPA Peregrine: There are some people who apply for live help, get instated, lose their minds on the first time they're active...
FlipperPA Peregrine: ...and never go active again.
You: Right!