On Wednesday, June 26th, 2024, Linden Lab held special Town Hall Meeting of the Product and Engineering team, featuring the following personnel:
This is a summary of the topics discussed at the session. Audio extracts are included were appropriate, and a video of the session is embedded at the end of this article – my thanks to Pantera for providing it. |
Table of Contents |
For ease of reference, timestamps are provided to the relative points within the video where specific topics are discussed, allowing readers who prefer to listen to the comments directly to be able to do so. Note this is not intended to be a full transcript, but rather covers those items discussed which are liable to be of the most interest.
A Little Background
A brief introduction to each of the people participating:
- Patch Linden: joined the company in 2007 as a support agent. He later became Support Operations Manager time and then he established the Land Operations Team (then within the Product Team), which became the nucleus of Product Operations. As a senior VP alongside Grumpity, he is responsible for the development and operation of Second Life.
- Keira Linden: joined the Lab in 2008 working in the Concierge Team. Currently manages all the various support teams for Second Life and also the Governance Team.
- Derrick Linden: as the Product Operations Manager: joined LL in 2011 and wears many hats – including overseeing the Land Operations Team, the Skill Gaming Team and co-running the Linden Department of Public Works (the Moles) alongside of Patch Linden.
- Izzy Linden: joined LL in 2007. As the Creative Director works on a range of projects, including with the Moles.
Linden Homes, Land and Mainland
Linden Homes – Patch Linden
- Currently planning for Linden Homes includes:
- An update to the Premium Log Cabin theme floorplans.
- A new mixed parcel-size (512 sq m and 1024 sq m) Premium theme with multiple floor plans.
- A new Premium Plus theme with multiple floor plans.
- This work is all in the planning / scoping phase; there is also some polling for possible themes to go with it, and maybe an idea from this might be implemented.
- These ideas are likely to be in development for the next 6-12 months.
- Transitioning off the Old Linden Homes [the original 512 sq m mini-continents] remains under consideration / evaluation.
- The longer time goes by, the more likely it is to happen, but there is no firm timeline or date as to when this might start.
- However, were it to seem possible that the old homes could be retired as the above new selections of homes are rolled-out, then this “might be a likely scenario”.
- On Premium Plus being allowed two Premium Homes on a single account:
- Has been thought about. However, doing so would impact available inventory of homes: there are only so many Linden Homes available as any given time, and people taking two diminishes the availability for others.
- The current mechanism for managing Linden Homes and ownership isn’t geared for single accounts owning multiple homes.
- It’s acknowledged that the above mechanism needs to by updated for other reasons, so it is possible when this work is carried out, that the idea of multi-Linen Home ownership (and “mix-and-match” ownership of different parcel sizes of Linden Homes) might being looked at. However, updating the system is a significant technical project, and not something currently in the works.
- On mixing different plot sizes / themes [e.g. a 2048 tree house amidst 1024 Victorian homes]:
- It’s always been implied that house selection is based on subscription level, theme and floorplan, with the location then based on that rather than being based on location, parcel size, etc.
- The above approach keeps the system clean and easy to manage, given regions can be defined in terms of intended use allowing the land to be planned accordingly. Trying to mix all parcel sizes and themes could make things confusing and hard to implement, so LL is wary of introducing too many options into a single selection process.
- [Video: 58:15-59:12] On providing 512 sq m Linden Homes on Premium Plus 2048 parcels:
- Has been considered, but it is unlikely to be considered for the foreseeable future.
- Might be something that gets revisited after the old linden Homes have been retired.
10K Land Capacity Region Product – Patch Linden
- It has often been requested than LL should offer an additional region land product with a 10K Land Capacity, to sit between Homesteads and Full private regions.
- The idea has been discussed numerous times within the Land Team – but this does not mean anything is necessarily going to be offered, nor should it be inferred that it will be.
- Any new region product can have the potential to be highly disruptive to Second Life and the platform’s economy, and needs careful consideration.
- [Side note: evidence of this can be seen in the 2008/2009 OpenSpace region update & transition to the Homestead product. This caused major disruption in terms of pricing and impact on users, and led to a false sense of SL growth. In a period of some 6-8 months, the number of regions on the grid almost doubled (18K to around 32K, and as the expense of Full regions) with no actual increase in the number of active users. This in turn lead to the false sense that Second Life was “failing” in the years following, as the region count declined year-on-year, even though active user numbers remained relatively stable by comparison.]
- As such, the risk / rewards to everyone involved in SL – the Lab as a business that needs to turn a profit, through the wishes of those who would like to hold a more capable region, to the potential impact on the existing land rental businesses operating across Second Life and there revenue models – need to be carefully assists (and often reassessed).
Mainland and PBR – Derrick Linden
- Addressing Mainland appearing darker under PBR rendering:
- Yes, a resolution in being developed.
- The time frame for implementing it is liable to be in the short-term rather than people have to wait for an extended period for it to be deployed.
- 2K Textures / PBR Materials on Mainland terrain:
- This is a significant undertaking, but is under active discussion – just no time frame as yet.
- There are technical / implementation issues that need to be addressed:
- An automated system of mass update would be the simplest, but might not produce the most satisfactory result.
- A semi-automated update process would offer greater flexibility of application, but would be far more time and resource intensive.
- The aim is to try to determine an approach which balances the above and which also has the least direct impact on Mainland residents and users.
Zindra (the Adult Continent) and Adult Initiatives
Zindra – Derrick Linden
- On connecting Zindra to the rest of the Mainland through relocation & a water channel:
- Has not been considered – but this does not mean it could not be considered.
- On expanding the Zindra continent:
Adult Initiatives – Patch Linden
- As hinted at in the December 2023 annual review, the Lab has been considering more Adult-oriented initiatives [which was not, as was subsequently reported / claimed, anything to do with the theme for SL21B].
- One specific new project in development is a streamlined on-boarding process for new users specifically interested in the more adult / spicier side of SL. It will include:
- A new Adult-oriented Welcome hub / experience.
- Provide information on more mature content.
- Provide the means for them to acclimate to the platform.
- And more.
- This is part of a broader initiative that includes elements such as fostering community, offering living spaces, commercial environments, continental-sized land masses.
- It is regarded as a “whole new way and approach” to having Adult communities in Second Life, and will be worked on over the next 6-8 months as a background project. More details will be made available in the future.
- It will hopefully be an environment wherein established and new users within Adult-oriented interests can enjoy and appreciate SL’s Adult content in a setting that will be “very fitting for it”.
Governance and Support
General – Keira Linden
- [Video: 29:46-32:03] Increasing Governance Awareness of hate speech:
- The Governance team does all it can to remain abreast of global trends in hate speech, symbols used, etc., which could potential violate SL’s Terms of Service & Community Standards. This is through a mix of research, collaboration with subject matter experts through seminars, etc.
- Obviously, Governance is also reliant on Abuse Reports filed by users when they encounter hate speech / imagery / symbols, etc., and this can also be used to expand awareness in the team as well as being responded to.
- It is acknowledged that saying on top of things can be difficult, and factor such as cultural differences at times can come into play, hence why investigations take into consideration context.
- [Video: 32:24-33:06] On providing insight into the tools and techniques Governance uses:
- The team and the Lab does not publicly comment on the tools and techniques used during investigations.
- One simple reason for this is that if those determined to make mischief know of the techniques and tools used by Governance, they would seek to find ways around them and try to avoid discovery, etc.
- [Video: 33:14-34:18] On automated moderation tools:
- [see also: 2024 SL Governance meeting week #19: Child Avatar Policy]
- LL is looking at companies and products in the content moderation space.
- The aim is to try to make the moderation of egregious content which clearly violates the SL Terms of Service and which could potentially violate laws outside of Second Life, as automated as possible.
- Evaluation of these tools for suitability is still in progress, but the aim is that should they prove to be on use, to add them to the Governance toolkit and make the removal of offensive content on the platform faster.
- [Video: 34:38-37:35] On Private Island tenant / land holder disputes:
- This is not something the Lab can easily involve itself: sub-leasing land from another resident comes down to an agreement between to SL residents to which LL is not a party.
- As such, and unless there is a clear violation of the SL Terms of Service involved in the situation, there is very little Governance can do.
- That said, it can be good for Governance to received ARs on situations like this, as it can help to determine if there is a pattern of behaviour or similar, and whether it might be necessary to reach out to someone to discuss matters further.
- [Video: 37:44-39:34] On the value of Abuse Reports:
- Abuse Reports are often the start of any investigation, and so submitting one with as much information as possible is always of value.
- Without any Abuse Report, Governance has no visibility of any issue or potential issue, whether or not they can act upon it.
- [Video: 46:53-48:42] On providing 24/7 support to a global user base:
- Tickets can be submitted 24/7, even if not responded to on a 24/7 basis.
- The is the support chatbot, which is available 24/7 and can deal with basic support requests.
- Live chat support works to hours that have been determined to be the most effective for dealing with most types of enquiry, and as the platform has been improved, LL have seen a global reduction in the need to provide global 24/7 support.
- Support observes US holidays, as that is where it is now based, and staff deserve the opportunity to spend time with their families, as such, all all of support is staffed during such holidays – but this does not necessarily mean there are no support staff.
Account Sharing and Business Use
[Background see: Allow Business Accounts to Share Access Responsibly (Feedback Portal) and DRD Facing Unfair TOS Enforcement (Forums).]
[Video: 39:39-42:30] – Patch Linden
- On a simplified level, the Terms of Service and related policy specifies that account details should not be shared with another individual, and while often complicated, LL has tried to adhere to that.
- LL look upon users’ accounts akin to a financial instrument – accounts have financial information on them and provide access to billing and payment methods and includes the ability to spend money.
- Account access gives opportunities for irreparable damage to be done, such as deleting and purging a person’s entire inventory.
- It is also true that relationships can and do go wrong, and can be seen to go wrong . Therefore, LL is protective as protective as possible about people’s accounts.
- That said, LL has “heard the call”, and recognise that perhaps times have changed, and so might be amenable to change.
[Video: 42:30-44:32] – Keira Linden
- Changes to process and policy can take time, particularly when it touches on multiples teams / departments (as this does).
- However, this request / issue is actively being worked on in order to come up with an approach / solution that meets everyone’s interests.
- Biggest concern is fraud / the need to protect people’s financial interest, simply because relationship can break down / things go wrong between people.
- As such, it will take time to work out and produce something, but the issue is being worked on.
Content Theft & Sale: Setting a Policy Outside of DMCA – Keira Linden
- It is “tricky” determining who is the rightful owner when two people claim to be the originators of content in SL.
- As Intellectual Property (IP) is protected by international laws, via the Digital Millennium Copyright Act (DMCA), LL must adhere to DMCA provision in order to be covered by it.
- Therefore, in all matters of potential content theft, creators must submit a duly-completed DMCA form, and the team responsible will help guide people through the process.
- Filing the DMCA form starts a creator on the legal process of protecting their named content not only in Second Life, but in the digital ecosphere as a whole.
- While there may be very occasional situations where the IP violation is so obvious, LL might be able to take direct action, these instances are seen as very rare, and creators should not rely on fitting into this category.
Dealing with Charitable Organisation & Events & Disbursement of Funds Raised – Derrick Linden
- Linden Lab has two levels of relationship with those raising funds through Second Life.
- The highest is with established fund-raising partners in Second Life (e.g. the American Cancer Society; Team Fox / The Michael J. Fox Foundation, etc.). This level includes agreements in place for how they operate and how the Lab supports them.
- The lower level and individuals and organisations raising money through SL, but where there is no formal partnership with LL. Here’ the Lab is more limited in what it can do in support of such events.
- Working with those in the latter option tends to be limited to assisting them with listing their event(s) in the Destination Guide, verifying any past fund-raisers the individual / group has done, and, if the individual / group is working directly with a charitable organisation, getting verification that they are authorised to to so.
- Ergo, if an event is listed in the Destination Guide, it has gone through verification as a legitimate fund-raiser, and the money raised will make its way to the intended recipient party/ies, with verification this as happened after the event.
- This does not mean charity events which are not listed in the Destination Guide are someone “false” or not really raising funds as stated – it simply means that the event has not gone through any process + verification in order to be listed.
In Brief
Second Life Community Exhibition – Izzy Linden
- Located at the Welcome Hub.
- Is a three-phase development:
- Phase One – initial opening with selected communities – completed.
- Phase Two: initial expansion with submissions from communities – completed.
- Phase Thee: final build-out of available exhibitor areas, with submissions from communities.
- Once the available space has been built-out, LL plans to start rotating community displays in and out of the exhibition space so that all participating communities have exposure.
- Also included in Phase Three will be a gift spire, where all participating communities can place gifts if they so wish.
- Communities wishing to join the Exhibition can do so via the SLCE application form,
Second Lifetime Premium and Premium Plus Subscriptions – Patch Linden
- Offered at SL20B in 2023 [see: Linden Lab launches SecondLifeTime Premium and SecondLifeTime Premium Plus].
- Potential for a further offer “featuring the number 21”.
- Announcement could be made at the “Meet the Moles” Town Hall on Friday, June 28th.
Will SL Support Multi-Partnering? – Patch Linden
- Has been discussed, and a project to allow for multiple partners (including listed in profiles) is in development.
- No time frame as to when it will be released – the design work has been done, and it is hoped that Engineering and Product will be able to work on in Soon™.
General Questions
Please refer to the video from 1:03:28 onwards.
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