Who wants an update from LL on the problem?

And the fact that they havent' identified the problem, makes me think that it's time to take the grid down and take a closer look. Unless of course the problem needs the grid up and running to determine the problem.

It's definitely best to let the tech guys do their thing, but honestly you can't just expect that everyone else is going to be ok with the lack of communication.

Humor is the best medicine.

My webhost sends out hilarious newsletters and updates. It doesn't matter how badly they've screwed up, the hilarious spin always makes me feel better.



::giggle:: I'll remember that for next time Raudf. Just remember I'm holding you responsible if I end up with a spacebar lodged in my forehead. =)

In terms of providing residents with some sort of *meaningful* communication about the state of the grid, SL leaves a GREAT deal to be desired.

When widespread issues begin to be reported, it should become common pratice to immediately post that information on the blog. When those problems become confirmed, then grid-wide annoncements should be issued. A rotating staff of full-time workers needs to be hired, trained, and set to handling offline resident communications via the forums and blogs.

I'm really, really not kidding. Losing inventory and the ability to search or tp throughout the grid is a significant problem - and LL needs to not only let residents know they're aware that something is awry...but also do their best to communicate about the issues involved in such a problem (recommending to delay purchases or rez no-copy items, for instance...) and REPEAT those things on a regular basis.

Show residents by posting at LEAST once every 90 minutes or so (if not more often..) to the blogs or forums.

Provide us with at least the illusion that there's some sort of valid communication going on between us.

In the parlance of the media industry...we call that bare, minimum effort, a "reach-around".

*sighs and wanders off to get some lunch*

http://www.secondlifeinsider.com/2007/07/30/what-is-wrong-with-the-sl-grid/

coco

Not only have they not identified the problem, but "Gridwide Slowdowns" does not come anywhere *NEAR* describing the myriad problems. It would be better to say something to the effect of "SL is completely and utterly broken, we're doing our best to fix it".

I just discovered that no scripted item I could find that uses listens would work. Any and all listens that I tested simply never had the listen() event fire.

/me sighs, and goes back to his offline scripting and animating.

.

[falls out of his chair, doubled over with laugher]

LL... spend MONEY... on customer SERVICE?!?!?

Thanks, I needed a really good laugh today...

I'm reminded of a story, at least 12-15 years old, about an airline that improved customer satisfaction around flight delays without actually reducing the delays.

All they did was to adopt a policy that whenever there was a delay there would be regular status reports via the PA system. I don't remember the exact timing, probably every fifteen minutes, but possibly every half hour, or perhaps different times for people on board a plane versus those in the terminal. The announcement would always be made, whether or not there was any news to report. Each announcement would always end by saying something like "we'll give the next update at such and such time". The mere act of making the announcement, even when it contained no new information, let the passengers know that the airline respected them.

I'm not suggesting that LL update the blog every fifteen minutes when there's a problem. Once every hour would make sense, but certainly no longer than two hours. Even engineers who can hyperfocus for that long still benefit from brief breaks. And it doesn't have to be written by an engineer working on the problem. It could be a manager or a support person in touch with engineers, requiring a verbal update, which they then convert into a blog entry.

I thought this concept had made its way into Customer Service 101, but I guess not.