
Dear Linden Lab
People I respect are saying
things are different now. They say you are listening to your customers in a way that has been absent in recent years. I want to believe them. I really, really do. But it is hard, you know?
There was a time when I was *such* a LL and SL fangurl. I stop short of calling myself an evangelist because to be honest, that word has big time creepy connotations for me. All I can think of is a huge theater with a crowd of 50,000 and some preacher on a stage smacking people in the head while bellowing "evil spirits get out!" But in truth I had great confidence that the virtual world of Second Life was going to change everything from the way we learn and do business to the way we play. I was so convinced that the virtual worlds were the future. Not like a Jetsons future but I was sure that in 10 years I would not be able to imagine my life without virtual worlds, just like today imagining a day without the internet itself gives me the shakes.
There was a time when I thought LL was a great company and I respected its unconventional approach to business. Even when the Lab made really stupid decisions that negatively impacted my friends (think Open Space debacle) I still sort of sided with LL. I totally remember getting a smackdown on plurk from a certain AI personality back in the day when I was less than sympathetic to people's outrage over some LL policy change. I think I said something about "hey its a business" and "really people, get over yourselves." See? I was kind of on the side of management and not so much on the side of "residents."
Since I have used the word "resident" let me stop and take a little detour for a moment. We are NOT residents. We are customers. If I am a resident of a world then I want representation on an elected body. I want a say in policy and I want to vote for leadership. Get it? It just doesn't work that way because SL is not a world. It is a fabulous online platform for creativity and the way I spend a lot of my leisure time but I am not a resident. So, dear LL, stop with the rhetoric please? It may have had a time and a place but for now I think we all would be better off if you just call us customers. That way, you will remember that you need to keep us happy and we will remember that we can take our business elsewhere if the vendor (that would be you) does not perform the service for which we have paid.
Coughs...I digress. Sorry.
So, Phaylen and Toxic met with some Linden officials and they came away from the conversation feeling hopeful, even elated. The company has new leadership and a new attitude. They care what we customers think and they want to hear what we have to say. I am going to wrap my cynicism up in a pretty pink bow and set it aside for the moment. I thought I would take a few minutes to say a few words about what I want Linden Lab to think about over the next few months.
Before I go there I would say one important thing -- I would hope that in the search for customer input you would not limit yourselves to reading blogs and social networks, listening to podcasts or talking to highly visible customers. We loudmouths have a platform to say what we think. So sure, grab the low-hanging fruit, but please don't stop there. You have data and I hope you use that information to your advantage. You know who logs in for long periods of time. You know who used to log in a lot and now log in only sporadically. You know who spends a lot of money in world. Use that information and whatever other information at your disposal to identify customers who may have important view points and reach out to them. Do not limit the conversation to the those who reach out to you and those who spew their opinions on the web.
So, with that out of the way, here is what I wanted to talk to you about dear Lindens.
1) Please provide us a platform that is functional and stable and then stay out of the way.
2) Please, please please fix search. Your showcase is a great idea! I love it, however, about 80% of the time teleports to the locations don't work and it makes me cranky. Please fix this. I don't know whether to beg or demand this one.
3) You really should significantly reduce tier. Your sim costs are not competitive and over time this is going to become more and more of a problem. Once other grids reach critical mass you will start to see more and more migration.
4) Whatever happened to interoperability? Are we ever going to be able to hop from SL to other grids easily? Make it so, please.
5) Give us a way to link to our social networks outside SL but for GODS SAKE PLEASE DO NOT BECOME FACEBOOK. On this point I am simply begging.
6) The way to bring in new customers is robust marketing strategy. As far as I can tell you don't have one. You really need to fix this oversight.
7) Please learn how to communicate with your customers. This would involve listening as well as talking. I am an avid blog reader but I have a hell of a time reading your blog. I can't explain why exactly but if I can't then other people probably ignore your blog too. Why don't you use inworld messaging and the splash page to your advantage? There has to be a better way.
8) Your customer service is pathetic. Filing a ticket is so useless most of us don't even bother anymore. This is a sad state of affairs. You need intelligent Customer Service Reps who do more than read from a handbook and who are empowered to fix things. For example, if someone loses an entire folder of jewelery you should either recover said items from the backups you perform routinely (you do perform backups routinely, right??) or you should compensate them for the loss of real dollars. (That person would be me and I was told LL would do nothing unless I stopped using a Third Party Viewer.)
9) Which brings me to the subject of Viewer 2.0. All I can say is I tried. I really, really tried to use it and learn it and love it. I failed. And so did you when you rolled out that "not yet ready for prime time" piece of garbage. Some of us have not gotten over that miscalculation yet.
10) You must, absolutely must, deal with IP infringement and DCMAs in a more responsible way. This is of paramount importance.
I am sure I could go on and on but this is getting long so I am going to have to wrap this up now. One last little thing -- Thank you Linden Lab. Despite all the flaws and problems and frustrations, I would be lying if I didn't say being able to log in to Second Life has improved my world and helped me to tap into my own personal creativity. I have met some of the most interesting people anywhere and made friends I intend to hold close for life. So thank you.
Love,
Chestnut