Comments on: Two customer service stories

By: Torley

Torley — Sun, 01 Jun 2008 17:21:33 +0000

@Dumisani: You didn't offend, my spam filter was being st00pid and I have spanked it. *I* apologize for any confusion about that. Your comments were in the mod queue but are out now! Thanks for your thoughts. ^_^

I'm very understanding if someone says "I don't know" (I do, a lot) — but denying that a popular (as I've seen on *many* YT channels) control exists and not taking a few seconds to verify is irksome. I have pictures of the SL UI on my Flickr photostream I refer to without needing to log in.

I'm also understanding that not a single person will know everything there is to know about a product/service — when things get complex, it's well-worth hiring "connector hubs", people who are especially talented in knowing "who does/knows what" and routing knowledge to the correct places. It may seem like a trivial thing to do, but just like broken hyperlinks, ultimately frustrating if your crucial messages don't reach the right people. I've more or less served in this sort of role in different flavors at Linden Lab, depending on projects.

@economic: More details (or even a blog post of your own!) would be helpful and actionable to pinpoint problems. That's why I wrote mine out. It GRIEVES me to hear of simple things that get missed and leave you suffering, so if your lacking experiences which I'm sorry to hear of included some of those, let me know.

Incidentally, that is exactly why I followed up with: http://torley.com/fixing-the-small-stuff-and-making-a-big-difference

Please let me know which companies have great Knowledge Bases and bug trackers you prefer too (I found out recently Skype uses JIRA too). I like to learn and adapt from existing successful models.

@Laetizia: Well, you know, Google is so heavyweight…

@Lhynnan: That sounds glum, like awkward communications breakdowns. No Net access? For crying out loud, WHY?

@Ari: Thanks.

@Lovebird: Thanx, I've checked them out too. I do not know a single video-sharing service which offers all the features I need. Others than YouTube have SOME of the pie but not ALL the pieces. Veoh isn't as openly-embeddable and doesn't work with security restrictions on WordPress.com (which the Official Second Life Blog is hosted on), alas.

By: Dumisani Ah

Dumisani Ah — Sun, 01 Jun 2008 07:57:04 +0000

Hi Torley, I'm posting a comment here though I don't expect it to see daylight. I am not sure if I somehow offended you, but trying to comment 17 times to your great posts over the past two weeks without a single one published is pretty damning. So I apologise outright if somehow I did offend. I have been so troubled I even posted about this on my blog. I guess the frustrations are mainly due to the fact that previous comments published fine and though it takes a bit to go through the site security to leave comments, it's always been worthwhile. The biggest reason I comment is because you are one of the few who actually respond back, a major kudo for anyone, and especially for a Linden. Regardless what happens to this comment, I will remain an avid reader, but I do not think I will comment in the future again. Best regards as always. Dumi

By: Lovebird Babii

Lovebird Babii — Thu, 29 May 2008 22:13:03 +0000

Hmm, you might want to try…

http://www.veoh.com/

… on the website, it states "Veoh scours the web for millions of videos, and organizes them in one place. From CBS and MTV to YouTube and MySpace, it's on Veoh". Hehehe. Heard it gives crystal clear resolution (unlike the "slightly blurriness" of YouTube, if you know what I mean. Anyways, just a little "try it" to you! It's good to try something new!

By: Ari Blackthorne

Ari Blackthorne — Thu, 29 May 2008 17:36:48 +0000

Wow. Economic Mip… do you know what the definition of "moral" is? LOL

Very good article, Torley. I've been saying this for as long as I can even remember.
So my most profoundly concerned, carefully contemplated words of wisdom to all regarding your article:

ditto.