Metareality podcasts

Metareality is a weekly podcast by Kimberly Winnington of Sand Castle Studios, whom is perhaps better known in-world as Gianna Borgnine. Each week the show covers a range of topics, mostly focused on SL. The show is a mix of conversation, comments, insight and humour which features regular guests as sounding boards for topics Gianna has selected for discussion (although some come from the guests themselves).

I’ve been a semi-regular listener to the podcasts for a while now, and can recommend them as generally being a good listen.

This week’s podcast features Qarl Fizz (formerly Linden) of the Parametric Deformer fame, and Crap Mariner, adroit and wryly-humoured observer of SL who should be featured a whole lot more; so if you haven’t tuned in before … go – listen!

Something is rotten in the state of Battery Street

Alex Hayden carries an interesting blog post today. It appears that, for a limited time period, Linden Lab are offering “Starter Homes” to SL users.

No, not “Linden Homes”, available to Premium Members only, but “Starter Homes”, available to anyone who wants them.

The LL email on Starter Homes

For anyone who has chosen a Linden home, the e-mail will appear very familiar: an introductory graphic leading to a web page where you can select your home from a range of options or, if you prefer, an empty lot of land.

Options

The promotion actually started on April 19th, and runs for the month through until May 18th. So what are LL doing? Going into competition with themselves? Are these some kind of “next generation” Linden Home being offered on the basis that after 15 days you must up to Premium to keep yours?

No and no.

The truth is revealed in the offer small print:

Linden Lab is sponsoring the Start Home Program, which will be operated and supported by Anshe Chung Sims. You acknowledge that if you agree to participate in the Starter Home Program, in addition to the Linden Lab Terms of Service you also agree to be subject to the terms of service required by Anshe Chung sims. After 15 days you decide whether you want to keep your home or not. If you do want to keep it you will need to pay for it pursuant to the applicable terms of service. If you don’t want to keep it you won’t be billed for it.

Yup, Linden Lab are “sponsoring” ACS; which, when you look at it, is mind-boggling in itself – but I’ll refrain from digressing… I’ll also avoid re-treading ground Alex covers so well.

One cannot actually blame ACS for this per se – unless some form of unequal leverage was brought to bear on Linden Lab in order for the “sponsorship” to be initiated, as least.

The problem here is, as Alex points out, LL’s willingness to start playing favourites, and in the process, tilt the board in favour of one reseller.

Over the last couple of years, Linden Lab has been trying to repaint itself as a service provider. Well, this is all fair and good, but as Crap Mariner pointed out via Twitter, in the service provisioning business, one does not advantage one reseller over another. Yet that is precisely what LL are going here. Whether or not they opt to repeat the “offer” down the road, it still results in a very unpleasant taste in one’s mouth at the thought of the market being so blatantly manipulated.

Of course, LL may feel justified in doing so inasmuch as there is little their other resellers can do. Their power is limited, and their finances are almost completely locked-in to SL. Again, as Crap observes:

This has been pretty much an ace-in-the-hole for Linden Lab in many respects, and doubtless a comfort blanket for them when they do opt to start tinkering around with more than the technical aspects of their service. Which is not to say that at some point it won’t come back to bite them on their collective arse.

In his piece, Alex asks, “How can you justify sponsoring the Starter Home Program and yet not sponsor a collection of Sims so that the Annual SL Birthday Celebrations can take place?”

Well, the answer is simple. This sponsorship programme carries the promise / potential of financial gain to Linden Lab; providing sims for SLB doesn’t, period. If this scheme is successful, ACS may well end-up ordering additional regions to handle the demand. And if they do, who is to say other estates, their feathers ruffled, won’t be offered a piece of the action as well. As such, the Lab may again feel perfectly justified in poking their collective mitt into things. It doesn’t, however do much for the growing number of SL users who, like Alex, are feeling as if they are being treated as little more than a commodity ripe for the financial picking.

The offer also raises some wider questions as well, such as what prompted the deal in the first place?

  • Is it that estate owners are growing increasingly jittery over region losses, and have been demanding LL “do something” (and, however much we’d like it to be, simply “lowering tier” isn’t going to be seen as a “safe” option within the Lab). If so, this approach is still decidedly one-sided, unless offered month-on-month to other estates, which is hardly likely to happen
  • Is it that LL themselves are worried about the continuing decline in regions and, having seen that the “Land Sale” from last year failed to achieve long term benefits (although the immediate benefits cannot be denied), they are desperate to try something else in the hope of hitting upon a magic formula to recover “lost” revenue?
  • Or is it, again as Crap wryly observes, “merely” the case that “ACS may be squeezing Rod’s nuts”?

You decide.

There’s another aspect to this as well. A month ago, Rod Humble made a big play about talking community and getting back to the family / frontier “feel” of Second Life. In it, he said, “I will be kicking off another monthly roundtable (probably Monday) to chat about getting that family/frontier feel back with an eye to some area-like project,” [my emphasis]. Shortly thereafter, this promised “round table” morphed into “closed door” discussions. Now I may be doing Rod Humble a great disservice here in linking the two – and if I am, I’ll say here and now, I’ll have no hesitation in apologising openly – but, if this arrangement has anything whatsoever to do with developing “some area-like project”, then I’m fast losing faith in what is going on at Battery Street.

With thanks to Alex Hayden for his kind permission to re-use screen captures from his blog.

Marketplace update April 26th

With trying to cover / enjoy Fantasy Faire last week, I missed the following when it came out.

On Friday 26th April, Commerce Team Linden (CTL) provided an update on attempts to sort out the ongoing issues with the Marketplace. The update reads in full:

[UPDATE: April 26, 2012] We are continuing to work on outstanding Marketplace issues. 

The most significant issue that has been addressed over the past week was slowness on the Marketplace website, which occurred intermittently between April 18 and April 21. Page loads should be much faster now. 

Here is the status on additional JIRAs:

  • (WEB-4587/WEB-4601) Search results, best-selling lists and related items showing up on other merchants items or images. Current status: other merchants’ listings should not be appearing in store search results, best-selling lists, related items, etc. Other merchants’ images may still appear on your listings, but this is less likely to occur as we work on a solution.
  • (WEB-4676) ANS for SLM does not populate the Location field with internal ID. Current status: this is in progress and will be deployed soon. 
  • (WEB-4696) Deleted listings appearing in search results for consumers and in Merchant Admin. Current status: we are working on resolving this issue.
  • (WEB-4441) Orders stuck in Being Delivered. Current status:  the orders stuck here due to unicode problems was addressed, and we continue to investigate remaining orders stuck in this state.
  • (WEB-4567) Bulk delete failing. Current status: the work-around on this is to delete each item. We continue to work on resolving this. 
  • (WEB-4574) Direct Delivery products are re-delivered to purchaser instead of recipient. Current status: we are working on resolving this.

We continue to work on the other Marketplace JIRAs and will provide additional updates as soon as possible.

My apologies for not catching this at the time of publication.

Dear Rod Humble…

Dear Rod Humble,

It is now some ten months since I last wrote to your company regarding its apparent inability to keep customers informed as to issues and problems impacting the service it provides. And while it may appear presumptuous of me to do so, I feel compelled to now write to you directly.

In that missive, I made mention of the fact that once upon a time, whenever there were problems, or when maintenance – planned or otherwise – was about to commence, Linden Lab would push out an in-world notice. As I said at the time:

It was informative; it was helpful; it was reassuring to know you guys were out there, keeping an eye on things and letting us know what was going on. It gave us a nice warm fuzzy feeling inside. In short, it was communicative.

And then one day it stopped, leaving us with no option but to find out about Things Going Wrong or that planned maintenance had started by experiencing it the hard way: through teleports failing or transactions going astray or No Copy items poofing into the ether, never to be seen again.

I’m not alone in feeling the in-world notifications need to be re-instated, and I drew your attention to this fact at the time of my initial letter:

At the same time we have seen what amounts to something of an erosion in the use of the Grid Status page. Once, matters pertaining to the grid were displayed directly on the Viewer splash screen, up in the top right corner with other useful information. For some reason never really clarified, they were removed. I commented on this to you directly about this on a couple of occasions, specifically with regards to the “new” log-in splash screen introduced around the time of SLCC2011. While your initial response was non-committal…

…You did seem to respond more positively when I raised the issue later in 2011:

Yet here we sit, almost a year on from my original letter and our exchanges, and nothing has changed. This fact was brought sharply into focus by the outage which occurred on the 26th April 2012, and the terse explanation that was eventually given for it happening.

The matter appears to have been the result of “unscheduled maintenance” – although the subsequent explanation released on the 27th suggests that the risk of it causing problems may have been anticipated. To me, the use of the term “Triggered a bug” – rather than say, “Resulted in a bug” – suggests there was a known issue / risk here, even before the maintenance commenced. Was this perhaps the cause for the maintenance in the first place? But I digress into speculation. Whether or not the potential for issues arising from the work was anticipated ahead of time, the fact remains that even as unscheduled maintenance, there was an opportunity to inform users of what was about to happen ahead of time.

Indeed, can you not see how much better it would have been if there had been an in-world broadcast that the work was about to commence? While such a broadcast would not have prevented the subsequent outage, it would have given fair warning to those already in-world and encouraged them to proceed with care, rather than people suddenly and unceremoniously booted out of SL and bewildered as to why. Of course, you did provide the log-in warning for people attempting to log back in to SL – but really, that was pretty much akin to saying to someone, “This may hurt,” after you’ve suddenly kicked them in the shin.

It is hard to fathom why Linden Lab appears determined not to re-implement such warnings – and I can only take it as a determination on your part, given that a) it’s almost a year since the idea was mooted both personally with you and with the likes of Viale Linden and despite the positive feedback, nothing further has happened; and – more particularly and relevantly – b) it appears that the JIRA (VWR-20081) from Marianne McCann remains unassigned. Further, given the lack of feedback following Oz’s comment from May 2011, it would appear that “support and ops” simply weren’t interested enough in the idea to warrant any such feedback; which in itself could be seen to speak volumes.

There can’t be any technical issues as to why in-world notices cannot be re-implemented; after all, they are used to give warning during the weekly server roll-outs. This being the case, one can only assume that in-world notices are not used is down to a complete lack of interest / concern on the Lab’s part, and the same holds true for providing links to the Grid Status page on the Viewer’s splash screen.

I know that from our direct exchanges that you feel you have, as CEO, been far more communicative than your predecessors at Linden Lab – and I’m not about to deny the fact that you have. But reaching out on Twitter or Plurk  – as welcome as it is – is no substitute for ensuring your company is fully and properly engaged in the process of communicating with its users through the channels that are most likely to reach the majority of said users.

To be more succinct: when it comes to keeping people informed of matters of import that may impact the Second Life platform, the most appropriate place for Linden Lab to communicate with its users is through the platform – Viewer and website. Everything else should be seen as a secondary or back-up means of getting the word out.

So again, why oh why do you, as a company, refuse to accept this?

No-one expects Linden Lab to handle everything perfectly; there will always been times when the unpredictable and/or the unexpected happens. There will be times with the best will in the world, the sky falls in or SL simply blows a raspberry at everyone and disappears up its own left nostril. We don’t expect you to be superhuman in your efforts to communicate.

But we do ask that the company communicates, and does so through the channels most likely to reach the majority of your users. When it comes to notifying us of the need for grid maintenance – whether it is scheduled or not – or in informing us of issues that may impact our use of the platform, then the channel most likely to reach the majority of your users is in-world notifications. As such, it’s hard not to interpret the ongoing refusal to make any attempt to do so as anything less than a cavalier disregard as to how users might be affected by either the need for immediate maintenance or by known issues.

And frankly, we deserve better than that.

Yours sincerely,

Inara Pey.

Thursday’s downtime: network bug; more downtime to follow

The rumour mills (serious and highly humorous – the latter particularly on Twitter) churned mightily yesterday, Thursday April 26th, after SL log-ins were blocked. Users attempting to log-in to SL were treated to something of a dire message, rarely seen in recent years, prompting me to tweet at the time:

The outage certainly brought back memories for many, particularly of the old Black Wednesdays, when the Main grid would be down for anything up to eight hours (the rule of thumb being six) for weekly maintenance.

Yesterday’s outage brought with it memories of the “good old days”

A Grid Status update posted on April 27th later revealed that the cause of the fault to be a core network upgrade going awry, impacting both the Main grid and the SL website at secondlife.com. The Grid Status update also warns of further maintenance work that will take place on Monday April 30th as a result of the issue. The update reads in full:

[UPDATED] Scheduled Maintenance Monday, April 30, 2012

[UPDATED 2:30pm PDT, 27 April 2012] On April 26, 2012, the Second Life engineering team was performing an upgrade to the core network. The upgrade triggered a bug that led to downtime and instability throughout the day. The maintenance described in this post is scheduled for Monday, April 30 at 6am PT in order to correct the bug and may result in additional service interruption. We apologize for the service disruption and appreciate everyone’s patience.

[POSTED 1:00pm PDT, 27 April 2012] We will be performing scheduled maintenance Monday April 30, 2012 beginning at 6:00am until approximately 9:00am. Please save all builds and refrain from rezzing no copy objects or making inworld L$ transactions. Some residents may experience delays logging inworld. Please follow this blog for any updated information.

SL9B and mixed messages

It’s now a week since Linden Lab gave, somewhat abruptly, the news that they’ll (for this year at least) not be involved in organising SLB celebrations, and reactions continue to rumble on. I say “this year at least”, because the negative response to the announcement on the official forums was enough to draw official comment from the Lab, which began:

Having seen the feedback in this thread and elsewhere about the plan for SL9B celebrations, we wanted to elaborate a bit about why we’ve decided to focus on promoting numerous events hosted by the community this year, rather than hosting a centralized celebration as we have in the past. [My emphasis.]

While it is likely that LL won’t reverse the decision with the passage of time, that they have qualified it is reason enough for me to extend the same courtesy.

Opinions are fairly split on the approach. Tateru and Hamlet Au appear broadly supportive of the issue – although Tateru does admit to having something of a centralised clearing-house of four sims to provide an anchor for celebrations across the grid when organising SL3B. Others remain convinced that in not having a central point for builds and at least some events rather does take the shine off of things. Crap Mariner has analysed the state of play on the Grid as a whole, and come up with an approach that, while not without one or two issues, has much merit.

For my part, I still remain of the opinion that the lack of some in-world focal-point, supported by Linden Lab in terms of region provisioning, is to be lamented. Again, it doesn’t have to be a bucketful of sims lagged-out from here to kingdom-come (although I didn’t find lag at SL8B to be anywhere near the nightmare of SL7B).

More to the point, there is the way in which the announcement has been handled – something that Gianna Borgnine raised during last week’s Metareality podcast. However the announcement is enthusiastically dressed-up by Linden Lab, it still comes down to it being a further step in their withdrawal from active participation within Second Life more than it is about “giving back” or “returning” anything to the community as a whole.

If I’m completely honest, in this regard, the blog post shouldn’t really have been a surprise at all; over the last twelve months we’ve seen Linden Lab gradually withdrawing from active involvement in Second Life as they seek to shift their operating paradigm away from being the provider of a virtual world to the supplier of a platform and a richly diverse box of tools. Truth be told even further, there’s actually nothing wrong with the approach, providing it is done consistently and openly. There is nothing wrong with the company stepping back in this way, cries of the “gamification” of SL notwithstanding (anyway, since when has the provisioning of tools many in the community have been demanding for years become a matter of “gamification”?).

The problem is, as Gianna laments in the Metareality podcast, in the matter of mixed messages that LL seem to be sending out at every turn. Let’s face it; back at the beginning of March, Rod Humble was blogging:

I will be kicking off another monthly roundtable (probably Monday) to chat about getting that family/frontier feel back with an eye to some area-like project, although some of the early ideas (like you get to pick a prefixed last name after you are a resident for say six months) can also be chatted about. [My emphasis]

OK – so granted there is something of a caveat there (“with an eye to some area-like project”), but the fact remains that a huge part and parcel of the “family/frontier” feel to Second Life was the sense that Lab or user, we were all sharing in the adventure.

Yet here we are, barely a month on, and the Lab is pretty much saying, “OK, guys. You’re on your own.” However you look at it, the two messages simply don’t chime together very well; particularly given the SLB announcement comes at the 11th hour in terms of the community mobilising itself and organising anything of any decently scaled event suitable to mark the event before June hits us (and sorry, I don’t count “birthday parties” held in clubs across the grid as being “decent scaled” events).

Again, I have no problem with LL pulling out of direct involvement in the organisation of SLB – it would just be nice if they a) were open about their aims for managing the platform and the kind of relationship they wish to have with the community, and b) actually took steps to make announcements like this in sufficient time for the community as a whole to respond and fill the void.

Here, as a slight aside, is where Crap’s observations on LEA have merit to a degree. The LEA is arguably here for the benefit of the community as a whole, and it has a large cache of regions; so if any single organisation is in a position to step forward and provide at least the space for some form of in-world focal point for celebrations, they are something of a logical choice. Of course, that they have the land doesn’t automatically mean that it is there for the taking – many LEA activities are planned months in advance and regions are heavily booked. But – had LL given sufficient lead-time as to their decision to say “not this year, folks”, then something most likely could have been done.

And is it yet too late, as Crap asks, for the LEA not to step in and say that for some of their regions (again four or six should do), they will be pushing back the calendar in order to make an emergency provision for SL9B?

But, to come back to the focus: in the Metareality podcast mention is made of the LL / user relationship being somewhat spousal in nature, and while the notion is a little pooh-poohed in the broadcast, the fact is that this is pretty much – rightly or wrongly – how the relationship has been perceived by many in the user community (I’ve made mention of it myself in the past). While it may in some ways seem a conceit on our (the users’) part to consider it so (LL is, and always has been in the business of making money first and foremost, rather than being a “partner”) – the fact of the matter is that the company itself promoted this “partnership” idea for years; so we can actually be hardly blamed for toeing (or is that Tao-ing?) the corporate line. As such, if the honeymoon is over (if you’ll pardon the pun), it would be nice for the Lab to come out and say so cleanly and clearly.

As to SL9B itself, it’s fair to say that as noted, the announcement has stirred up commentary on SL and LL covering both sides of the coin. How things turn out in a little under two months’ time remains to be seen. But given the lateness of the hour at which the renouncement of LL’s involvement in any capacity other than advertising was made, I still can’t help but feel that this year the theme may well turn out to be more one of “if only” than anything else.

My thanks to Tateru for pointing out my little faux-pas in missing a couple of words at the start :).