Friday, April 5, 2013

How Customer Service Should Work: Help from eBay


Location: Boxing up stuff to ship

As a "power seller" at eBay (over 200 auctions in the last year) anything that slows down the process of listing an item means a cascading loss of time.

The company recently revised its photo uploader, so it became impossible to edit a listing while the photos uploaded. Normally that poses no problem, but 2 minutes lost during each of 10 listings means 20 minutes lost.

I asked eBay to change their uploader back to the old system, and very quickly--less than a month--I got this reply from the firm:

Dear sellers,
 

In response to your feedback to able to edit listing in the background, we just rolled out an enhancement to address that. So now you will able to work on your listing while waiting for photo upload.
 

I strongly encourage you to test out and let me know your thoughts.

Thank you for your support!


For the sake of conversation, let's compare that sort of feature request to, say, Linden Lab's turnaround time for a problem.  Moral? Listen to your customers.





Thursday, March 28, 2013

Historical Precedent: Mobile Computing & Our Unease?

Location: In front of a large screen

image credit: U Penn Library Exhibit, "John W. Mauchly and the Development of the ENIAC Computer"

It's a common complaint that any mention of virtual worlds has ebbed in the popular media, and one reason given has often been the shift to mobile devices and tiny screens. Certainly that describes my students' preferences for online devices: about 90% of the e-mail I get from students comes from their phones.

I have met stiff resistance from colleagues wedded to desktop and laptop computers when suggesting that we need to make mobile computing the focus for our efforts with virtual worlds and more. For some historical precedent about this, consider an argument put forward by John Markoff in What the Dormouse Said: How the Sixties Counterculture Shaped the Personal Computer Industry.  In this, Markoff clearly realizes, as Tim Wu did a few years later in The Master Switch, that some technologies overturn entire industries and ways of communicating:
Indeed, the hallmark of each generation of computing has been that its practitioners have resisted each subsequent shift in technology. Mainframes, minicomputers, PCs, PDAs--at the outset of each innovation, the old guard has fought a pitched battle against the upstarts, only to give in to the brutal realities of cost and performance.
As Moore's Law makes our hand-held devices more powerful, I suspect this will happen again. For the latest shift, it will mean that something the size of a smart phone will be our primary computing device on the go or, when attached to  virtual keyboards and easily accessed monitors, nearly everywhere else. Here's a picture from the year 2023:

You enter your office and look at something like a large-screen television hung on the wall above the desk. You speak a login keyword. The phone, linked to the global data-cloud, remains in your pocket as you begin to work, using gestures in the air while in range of the television's scanner.  Windows for e-mail, a spreadsheet, and a calendar appear and you move them around with your hands while you issue voice commands. To input text you simply speak, and the voice-recognition software in the phone translates this to text. You finish just before a face-to-face meeting with colleagues, and walk down the hall. In the conference room, there's another big television, and with voice alone, you begin to talk. The notes taken in your office appear on the wall.

I will be a very late-comer to mobile computing, when I get a smart phone this fall. I don't fancy my iPad all that much, finding it must useful for quick browsing to, say, check the weather or read an e-book.  That may well change. For the longest time, Markoff notes, printing was one of the biggest hurdles for personal computing. When these puzzles get solved, such as providing big screens and input devices for mobile computing carried in a pocket, progress happens rapidly.

In a world with haptic and voice interfaces, as well as a robust data-cloud, we should get ready to say farewell to both desktop and laptop in fewer years than we might imagine. Then, imagine the students' gesture of neurotically clutching their smart phones to see as antique as clutching a magical talisman.

Tuesday, March 26, 2013

The Linden Discount: 7 Desires by Educators

Location: VWER meeting

Last Thursday, VWER covered the contentious topic. On Friday, I reached out to the Linden, Zeeshan Linden, whose name appeared on the invitation letters received by several at the meeting. To date I've not gotten a reply.

So here is the list we generated:
  1. Make an official statement.
  2. Define what an “educational or nonprofit sim” means.
  3. State who is covered: Existing owners or those like my school who left?
  4. Clarify length of required contract.
  5. Permit those returning from an OpenSim grid a one-time OAR import to SL.
  6. Designate an official LL contact for educators and non-profits.
  7. Waive set-up fee for those educational and non-profits who have left SL and return.
The full transcript of our meeting discussion, running many pages, can be found here.

My campus did not receive the offer, and our former island manager is not planning to ask. He notes that we are unlikely to have any budget or support available, even at the old rate.  Faculty are simply not using virtual worlds at my school, and my own work with classes will probably end this semester. I'm on tap to teach a different range of classes for the next few years, with topics that do not lend themselves to using SL or OpenSim grids.

That is not the case at other schools with active programs, so Linden Lab should say something officially, and soon. Their delay and arbitrary offers only deepen the suspicion of those who continue to pay tier for educational and nonprofit sims in SL.

Sunday, March 24, 2013

Jessica Lyon of Firestorm Discusses Changes to Viewer Software


Location: VWER Meeting

Just over 40 educators and guests at VWER listened to Jessica Lyon discuss upcoming changes that all third-party viewers must make to work with server-side baking and other innovations that Linden Lab will soon roll out.

How soon? No idea, but "soon," as Jessica herself does not know. I'd say "not a moment too soon," as we soon crashed the simulator where the meeting occurred. After a restart, ten of the group never returned.

Thus the current state of SL. If the coming changes mean less lag and more stability, so be it.

The complete transcript of Jessica's Q&A can be found here.