Editorial: Communication a must for an OpenLife.

[OpenLife at OLX]

By Macphisto Angelus

Lately something has been changing. I could not put my finger on it at first but later it became quite recognizable and grew more clear by the hour. OpenLife needs better communication. I am sure to some region and PC holders that was more apparent at the start than it was for me, a non-land owning user. I have set on this post a few days and think though it is the best time to float it out there. I hope it is taken in the constructive manner I am intending and not as an attack. I, in the heart of it all wish only for the success of OpenLife and it's residents and those who work hard for it.

Now, here is the problem. We are in a waiting period. We have been told recently (within the last day or so actually) that Sakai has heard loud and clear that communication has been lacking for OpenLife users and it's company, 3DX. Here is what Sakai said:

We have heard you loud and clear and are working on a new section to keep everyone up to speed with developments as they occur and prior too. We will likely put this in the My Toolbox section of the site because it's where you are redirected to when you login to the mainpage (http://openlifegrid.com).



These are exciting times but we know this interruption has disrupted many and we'll come up with a suitable reward for December for everyone's patience and persistence during this time. I should also point out this has been done to ensure a higher quality of service, stability and features that will effect everyone both in the short, medium & long term future.

Thank you
(source thread: 3DX Moved Today page 2.)
So what we have is:
1. Acknowledgment of the issue.
2. Potential resolution plan (future).
3. Promise of a consolation reward for those effected.

This is a good start. The problem became most apparent while Sakai went AFK to move into a new office for his company, 3DX. This showed us that should something serious come up there could be a big gap in communication. Nobody can see the future, but plans should be in effect for just these type of events. Especially when a move was planned. Sakai has ensured us a few times in meetings, in chat and around the grid that he has more people coming. He is hiring in Taiwan where 3DX is based because of the cost effectiveness of hiring people there. Will these people be versed in English fluently? I would imagine so but nothing is for sure until we see them typing in chat or around the grid.

I visited another grid last night. No, not to move there but I think it is important for me to have comparisons and facts to draw on when reporting here or on my personal blog. That place had 6 people total online and 2 of them were working for the grid. Some grids have large amounts of people to support small amounts of subscribers. We seem to have a small amount of support members for a large amount of subscribers. Nobody can say Sakai does not do all he can most of the time to be available, but with the influx of Second Life members that came before OpenLife was ready to sustain them this needs to be the first priority of all in my opinion. If there is no communication.. people become angry, confused or scared for their investments and the rumor mill starts churning as it did in Chat. I was floored as people would make up reasons for Sakai's absence even when I and others would type he is moving offices. It was like they needed conspiracy at times.

At any rate, communication is the most important thing a company can extend to a large user base. Once that lapses things will get difficult for all. OpenLife needs more communication and I am hoping Sakai implements his idea for the web page and gets his people in place to be there in case of his own absence. He is after all only human.

So, let's play "If I ran OpenLife". What would you do to open communication or improve on the channels already there if you ran 3DX?

[Ani]

There still seems to be a major issue here -> thread on OLG site.

I think a lack of communication is fine up to a point when people are running things as a hobby. Once money starts changing hands, that's a different kettle of fish entirely. When you have customers, the focus needs to change somewhat. If money has been handed over for a service, it's essential to keep people informed of progress. A single email acknowledging receipt of the payment then nothing for nearly a fortnight is not really good enough in my opinion, especially when the website promises a 48 hour turnaround. The people dealing with the requsts know there are delays, I think a little time spent trawling through the delayed orders maybe once a week to send a simple email advising their customers what is going on and giving them a estimated completion date would be time well spent.

[Aviana Pacem]

PS: Paradoxically, I suspect the worst breakdown in communication we've had recently is the result of Sakai's efforts to increase customer support by moving his office. The amount of work he's been putting into each 24-hour day has been phenomenal, and he realizes that as the population of Openlife increases, his organizational structure will have to morph to meet the needs. I'm assuming everyone reading and writing here is aware of this. I have never seen any evidence of Sakai not caring about any aspect of this project.

[Aviana Pacem]

This is well stated, and I appreciate the upbeat tone of the comments added. I would imagine I am not alone in buying and holding on to property here primarily to support what I feel is a worthy project. I appreciate the reasonable restrictions here (vs relatively no restrictions), the sense of community, the care and time Sakai has (and continues to) put into this project, the beauty of the product, and the continual technical improvement that Sakai is always aiming toward. I am disappointed to see the support ticket system still not working. The contact form I've used as an alternative has failed to generate either response or actions over the past 2-plus weeks. I am having to reduce my inventory, due to decrease income for my freelance business and decreased time to engage in new business. Yet the parcels I abandoned have not been put up for sale by Sakai, and that is an unnecessary loss of income to him. So I am a bit worried. Still, I am hopeful that this is a temporary break in communication and will be remedied.

I would recommend that if support responses and realistic, daily updates are not Sakai's strength—or if he simply doesn't have time for them—that he make sure someone reliable is taking care of this for him. As with most individuals who have been here awhile, I feel very supportive of Sakai and of this project, but I'd like to see it become even better—not just technically, but also a a responsive, customer-friendly company. —Aviana

[Ani]

I absolutely agree that communication is so very important. I've been on the receiving end of poor communications from businesses and there's nothing more off putting or upsetting. Customers will vote with their feet if they don't get what they are looking for.

I'm not for one minute suggesting that it's going to be possible to please everybody all of the time but having in place an easy to find and understand page containing grid/region status and such things will help take the heat out of any situations that may arise. Customers, especially paying ones, want to know that the support staff are aware of issues and that they are being dealt with and they don't want to have to spend half an hour searching for that information.

The pokes are useful as an interim measure but I'd like to see something that looks more professional, something that is going to inspire confidence in OLG support and management.

Of course grid stability and having the capacity to cope with all the new people is of paramount importance but communication is something that a lot of people starting out on new ventures put on the back burner for as long as they possibly can. The danger with that is that it becomes a management habit with the potential for dire consequences down the line. Sakai thankfully hasn't fallen into that trap, he's obviously taking the issue very seriously and has recently advised us that he's taking on support staff and working on the communications issues. I have great hopes for OLG with Sakai at the helm.

[Macphisto Angelus]

Thank you for the great comments.
With my wife's birthday being today, Thanksgiving being (looks at watch) WOW, today.. I have been away so please know I am reading them and am grateful for them.