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.
Inara Pey: Living in a Modemworld 