Archives for December 2008

AVWW Doggie Bag

Anastasia

A big thanks to Feldpsar Epstein for attending the real-world AVWW event last weekend. What follows are some of the highlights from her perspective. We’d also love to hear your thoughts.

The Australian Virtual Worlds Workshop, Friday 28 November and Saturday 29 November 2008, held at Swinburne University, Hawthorn Campus, was a bit of a mixed bag. I present here some of my favourite take-away notions.

Presence in Virtual Worlds

The presence afforded by virtual worlds of many flavours can put conference and class participants on a more equal footing, where each individual has access to the event in the same way, i.e. through a common virtual world. Unlike video or phone events, where some people are present physically, and others are present through a technological medium, virtual worlds create a more compelling atmosphere, since each person has an equal presence.

Investing in understanding

It makes sense for educational institutions to make use of contractors and ‘experts’, especially where that knowledge or those skills are lacking amongst the faculty. However, it’s important also that the faculty invest some time and effort into expanding their own knowledge to the point that they understand what they are asking the contractors to do. There is little point in asking for the impossible and then feeling disappointed or cheated when it cannot be done.

Students are not just consumers of education

Students at all levels need to have input into their own education. It is important that students collaborate with and mentor not just each other, but also the faculty. This kind of education goes on in the real world all the time; failure to support it in virtual environments represents diminished opportunity for students.

VastPark – vast possibilities, simplicity in action

Vast Park is a virtual worlds platform being developed in Australia. The standards are open (as in Open Source), as is the code, to a large extent, except for pieces such as the renderer; these closed-source pieces have been introduced to cut down on the amount of work needed to be put into technologies that already exist and need not be duplicated. The Immersive Media Markup Language (IMML) was conceived with this notion in mind – “A deaf person must be able to communicate with a blind person.” This means, in essence, that rich, complex environments can be described simply, and that there is a vast range of accessibility options available.

“VastPark” is the name of the technology behind the virtual worlds that other people will create.

Hedonic Consumption Behaviours

Hedonic behaviours account for approximately 51% of intentions to use virtual worlds, making enjoyment the most significant predictor of usage.

Just a tap on the shoulder

A British passenger in a taxi in Dublin leaned over to ask the driver a question and tapped him on the shoulder. 
     
The driver screamed, lost control of the cab, nearly hit a bus, drove up over the curb, and stopped just inches from the edge of the bridge over the Liffey. 
     
For a few moments everything was silent in the cab, and then the still shaking driver said, ‘I’m sorry, but you scared the divil out of me.’ 
     
The frightened Brit apologized to the driver and said he didn’t realize a mere tap on the shoulder could frighten an Irishman so much. 
     
The driver replied,  ‘Will the Saints in Heaven forgive me? it’s entirely me own fault. Today is me first day driving a cab………….. 

I’ve been driving a hearse for the last 25 years.’
 
 

Linden Lab CEO: more staff to improve usability

Linden Lab CEO Mark Kingdon updated the masses on a new appointment to the team. Howard Look is a former VP, Software at Pixar and has been charged with improving the “customer-facing part of the Second Life experience”.

There’s certainly been no shortage of recruitment announcements from Linden Lab – what’s yet to come is the benefits of the increased staffing. I think most Second Life residents have given up on 2008 showing significant usability improvements. 2009 looks a little more promising.

Twinity’s momentum continues

We’ve followed the development of mirror virtual world Twinity closely, and even questioned Twinity’s purpose. More than eighty thousand people have now registered to use Twinity – it’ll be interesting to see how much transparency there’ll be on active users into the future. Even on Second Life’s benchmark of roughly ten percent active versus registered, that’s a solid foundation.

Other highlights for Twinity in the last week or two:

– The listings guide used for the real-world German capital, zitty, is now in virtual Berlin, It includes a new event series, the zitty Readers Lounge, broadcast zitty’s 3D presence.

– A real-world German tourism / image campaign titled ‘be Berlin‘ has migrated to Twinity “to advertise the German capital to an international target group”.

– A strategic partnership has been signed with Bigpoint, a browser-based games company. Bigpoint will be using Twinity as a promotional platform for their own products.

– A virtual Christmas Market is launching at the Brandenburg Gate in virtual Berlin, starting at beginning of December.

It’s a fairly stark contrast to recent failure Google Lively – there’s significant European and Asian business interest in Twinity. Mirror worlds are are comfortable exploratory option for business and government and this seems to be driving the momentum to date. The big challenge is continuing to build an engaged base of users in an environment of open-source content creation options and some degree of cynicism toward overt brand promotion in virtual worlds.

Actual Call Center Conversations

Customer:     ‘I’ve been ringing 0800 2100 for two days and can’t get through to enquiries. Can you help?’.
Operator:     ‘Where did you get that number from, sir?’.
Customer:     ‘It was on the door to the Travel Centre’.
Operator:     ‘Sir, they are our opening hours’.
—————————————————————————————————————–
Samsung Electronics
Caller:          ‘Can you give me the telephone number for Jack?’
Operator:     ‘I’m sorry, sir, I don’t understand who you are talking about’.
Caller:          ‘On page 1, section 5 of the user guide it clearly states that I need to unplug the fax machine from the AC wall socket and telephone Jack before cleaning. ‘Now, can you give me the number for Jack?’
Operator:     ‘I think you mean the telephone point on the wall’.
———————————————————————-
RAC Motoring Services
Caller:          ‘Does your European Breakdown Policy cover me when I am travelling in Australia ?’
Operator:      ‘ Doesn’t the product name give you a clue?’
———————————————————————-
Caller (enquiring about legal requirements while travelling in France ):
‘If I register my car in France, do I have to change the steering wheel to the other side of the car?’
———————————————————————-
Directory Enquiries
Caller:               ‘I’d like the number of the Argoed Fish Bar in Cardiff please’.
Operator:            ‘I’m sorry, there’s no listing. Is the spelling correct?’
Caller:               ‘Well, it used to be called the Bargoed Fish Bar, but the ‘B’ fell off’.
———————————————————————-
Then there was the caller who asked for a knitwear company in Woven.
Operator:        ‘Woven? Are you sure?’
Caller:           ‘Yes. That’s what it says on the label; Woven in Scotland’.
———————————————————————-
On another occasion, a man making heavy breathing sounds from a phone box told a worried operator:
‘I haven’t got a pen, so I’m steaming up the window to write the number on’.
———————————————————————-
Tech Support:      ‘I need you to right-click on the Open Desktop’.
Customer:             ‘OK’.
Tech Support:      ‘Did you get a pop-up menu?’.
Customer:             ‘No’.
Tech Support:      ‘OK. Right-Click again. Do you see a pop-up menu?’
Customer:             ‘No’.
Tech Support:      ‘OK, sir. Can you tell me what you have done up until this point?’.
Customer:            ‘Sure. You told me to write ‘click’ and I wrote ‘click”.
———————————————————————-
Tech Support:          ‘OK. In the bottom left hand side of the screen, can you see the ‘OK’ button displayed?’
Customer:                 ‘Wow. How can you see my screen from there?’
———————————————————————-
Caller:  ‘I deleted a file from my PC last week, and I have just realised that I need it. If I turn my system clock back two weeks will I have my file back again?’.
—————————————————————————————————————–
There’s always one. This has got to be one of the funniest things in a long time. I think this guy should have been promoted, not fired.                                        This is a true story from the Word Perfect Helpline, which was transcribed from a recording, monitoring the customer care department.                                    Needless to say, the Help Desk employee was fired; however, he/she is currently suing the Word Perfect organization for ‘Termination without Cause’.
Actual dialogue of a former WordPerfect Customer Support employee. (Now I know why they record these conversations!):
Operator:         ‘Ridge Hall, computer assistance; may I help you?’
Caller:              ‘Yes, well, I’m having trouble with WordPerfect.’
Operator:         ‘What sort of trouble??’
Caller:              ‘Well, I was just typing along, and all of a sudden the words went away.’
Operator:         ‘Went away?’
Caller:              ‘They disappeared.’
Operator:         ‘Hmm So what does your screen look like now?’
Caller:              ‘Nothing.’
Operator:         ‘Nothing??’
Caller:              ‘It’s blank; it won’t accept anything when I type.’
Operator:         ‘Are you still in WordPerfect, or did you get out??’
Caller:              ‘How do I tell?’
Operator:         ‘Can you see the C: prompt on the screen??’
Caller:              ‘What’s a sea-prompt?’
Operator:         ‘Never mind, can you move your cursor around the screen?’
Caller:              ‘There isn’t any cursor: I told you, it won’t accept anything I type.’
Operator:         ‘Does your monitor have a power indicator??’
Caller:              ‘What’s a monitor?’
Operator:         ‘It’s the thing with the screen on it that looks like a TV. Does it have a little light that tells you when it’s on??’
Caller:               ‘I don’t know.’
Operator:          ‘Well, then look on the back of the monitor, and find where the power cord goes into it. Can you see that??’
Caller:              ‘Yes, I think so.’
Operator:         ‘Great. Follow the cord to the plug, and tell me if it’s plugged into the wall.
Caller:              ‘Yes, it is.’
Operator:         ‘When you were behind the monitor, did you notice that there were two cables plugged into the back of it, not just one??’
Caller:               ‘No.’
Operator:          ‘Well, there are. I need you to look back there again and find the other cable.’
Caller:               ‘Okay, here it is.’
Operator:          ‘Follow it for me, and tell me if it’s plugged securely into the back of your computer.’
Caller:               ‘I can’t reach.’
Operator:          ‘Uh huh. Well, can you see if it is??’
Caller:               ‘No.’
Operator:          ‘Even if you maybe put your knee on something and lean way over??’
Caller:               ‘Oh, it’s not because I don’t have the right angle – it’s because it’s dark.’
Operator:          ‘Dark??’
Caller:               ‘Yes – the office light is off, and the only light I have is coming in from the window.
Operator:          ‘Well, turn on the office light then.’
Caller:               ‘I can’t.’
Operator:          ‘No? Why not??’
Caller:               ‘Because there’s a power failure.’
Operator:          ‘A power……… A power failure? Aha, Okay, we’ve got it licked now.
                     Do you still have the boxes and manuals and packing stuff your computer came in??’
Caller:               ‘Well, yes, I keep them in the closet.’
Operator:          ‘Good. Go get them, and unplug your system and pack it up just like it was when you got it. Then take it back to the store you bought it from.’
Caller:                ‘Really? Is it that bad?’
Operator:            ‘Yes, I’m afraid it is.’
Caller:                 ‘Well, all right then, I suppose. What do I tell them??’
Operator:            ‘Tell them you’re too f—ing stupid to own a computer!!!!!’

The Watch – virtual worlds in the news

1. BBC (UK) – Virtual worlds with real purposes. “The idea of having a virtual you following the real you around may seem rather strange – for those of us used to having our feet firmly on the ground.
But the creation of a virtual Berlin lets people be in two places at the same time – as 20km of the city has been faithfully replicated into an online world. By the end of 2008, 50,000 buildings in the German capital are expected to have been copied into the virtual world.”

2. Gamasutra (USA) – Interview: Sony’s Buser On PlayStation Home’s 2008 Launch. “Sony’s PlayStation Home online world for the PlayStation 3 has had a somewhat tortured genesis, with a long period of beta testing and a release date originally pegged for late 2007, before being delayed to Spring 2008 and back to now. However, PlayStation Home director Jack Buser tells Gamasutra that the release of the tardy but much-discussed PS3-defining virtual world “will launch this year”.

3. Licensing.biz (UK) – Nelvana content goes online. “Corus Entertainment’s Nelvana will now offer its aminated content on demand in the US UK, France and French speaking Europe.
Programme including 6teen, Tales from the Crypptkeeper and Di-Gata Defenders will be available through Tribal Nova’s KidStudio online environment.”

4. The Courier-Journal (USA) – Virtually addictive. “Every night, Dillard Raymer wields a sword, hunting wild boar and giant spiders and night elves. He meets his buddies, embarks on quests and occasionally finds himself in a battle. He uses magic and trades in gold in the lands of Azeroth. Then he goes to bed at his Valley Station home. It’s another successful night inside the World of Warcraft.”

5. The Guardian (UK) – Playing socially: virtual worlds with a gaming bent. “It’s my last day before I return to Blighty and the Friday after Thanksgiving, and I’m still stuffed full of last night’s mighty dinner. Rather than give myself indigestion with too much pontification and heavy-duty gaming mumbo jumbo, I thought I’d take the time to point you to some nice social play environments recommended by PC World. These spaces are the more playful, structured cousins to Second Life (although author Darren Gladstone does give that virtual world a whirl), which centre on gaming, but with a social element.”

6. iTnews (Australia) – Despite reports, Telstra and Second Life remain inseparable. “It’s a match made in heaven: Telstra is Australia’s biggest telco and ISP, while Second Life is one of the world’s hottest social networking tools. So when the media reported that “the game was almost over” for Second Life, Telstra was quick to defend its investment. Recently, Tourism Victoria withdrew its advertising funding from Second Life’s ABC Island. This prompted Deacons technology and media partner Nick Abrahams to comment to The Australian that “the drop in commercial interest in Second Life had been noticeable over the past nine months”.

7. mad.co.uk (UK) – Work and play. “The toy industry is a tough market, with retailers and brands fighting for consumer spend. Digital lets toy makers extend their connection with kids. The toy market is facing its toughest Christmas in at least two decades. While toy retailers are reporting it has already been quiet in the run-up to December, most are hoping the approach of the big day will spur shoppers to action. When they do start shopping, digital will play a crucial role in the fortunes of the industry.”

8. New Brunswick Business Journal (Canada) – Innovation Fredericton-based Syntesi heightening the training of tomorrow’s worker. “Syntesi Corporation, a subsidiary of Accreon, a Fredericton-based business consulting and information technology service provider, is looking for ways to train current and future workers that will meet its clients’ needs and teach the workers using media they can relate to. Tim Workman, vice-president of capability development for Syntesi, cites an American study suggesting more than 55 per cent of teens aged 12 to 17 are participating in online social networking, and half of them are gaming.”

9. Virtual Worlds News (USA) – Google: Lively Didn’t Meet “Tough Targets”; Looking to Use Tech Elsewhere. “When Google shut down Lively last week, it did so with as little fanfare as when it launched the virtual world, just a short blog post. Not much more has come out past the thoughts of a few partners and observers, and Google has been fairly tight-lipped. When I reached out to find out why the virtual world project was being canceled after only five months (and years in development) and to find out what might have been, I heard much the same thing as the official announcement. Google wanted to take risks, but also recognize when a gambled hand was finished.”

10. The Guardian (UK) – How an avatar on Second Life sparked a real-life court case. “Who is Victor Vezina? That’s the question bloggers have been asking since this Second Life avatar – a 3D representation of a real person – became embroiled in a legal dispute that could prove a test case for how much jurisdiction courts have over virtual worlds. Richard Minsky, an artist and publisher who also operates in Second Life, is suing Vezina, along with two directors of Linden Lab, owner of the virtual world, over use of the word “SLART”. Minsky obtained a US trademark in March 2008; Vezina had launched an art gallery called “SLart” in Second Life early in 2007. Curiously the case may turn on something as simple as a space between the letters SL and art: literally much ado about nothing.”

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