September 2000
- Avault article: The End of the Smurfs? Zak Jarvis
- End of volunteers? Peter
- End of volunteers? Greg Underwood
- End of volunteers? Peter
- Criminalize Community Volunteers? Lovecraft
- Criminalize Community Volunteers? F. Randall Farmer
- Criminalize Community Volunteers? Koster, Raph
- Criminalize Community Volunteers? John Buehler
- Criminalize Community Volunteers? Dave Rickey
- Criminalize Community Volunteers? Jeff Freeman
- Criminalize Community Volunteers? Madrona Tree
- Criminalize Community Volunteers? John Buehler
- Criminalize Community Volunteers? Madrona Tree
- Criminalize Community Volunteers? Koster, Raph
- Criminalize Community Volunteers? David Frank
- Criminalize Community Volunteers? Koster, Raph
- Criminalize Community Volunteers? Ananda Dawnsinger
- Criminalize Community Volunteers? Matthew Mihaly
- Criminalize Community Volunteers? Madrona Tree
- Criminalize Community Volunteers? Koster, Raph
- Criminalize Community Volunteers? Greg Underwood
- Criminalize Community Volunteers? Brian 'Psychochild' Green
- Criminalize Community Volunteers? Greg Underwood
- Criminalize Community Volunteers? Koster, Raph
- Criminalize Community Volunteers? Greg Underwood
- Criminalize Community Volunteers? Matthew Mihaly
- Criminalize Community Volunteers? Greg Underwood
- Criminalize Community Volunteers? Matthew Mihaly
- Criminalize Community Volunteers? Paul Schwanz - Enterprise Services
- Criminalize Community Volunteers? David H. Loeser Jr
- Criminalize Community Volunteers? Madrona Tree
- Criminalize Community Volunteers? Josh Olson
- Criminalize Community Volunteers? Jeff Freeman
- Criminalize Community Volunteers? Josh Olson
- Criminalize Community Volunteers? Jeff Freeman
- Criminalize Community Volunteers? Zak Jarvis
- Criminalize Community Volunteers? Matthew Mihaly
- Criminalize Community Volunteers? Zak Jarvis
- Criminalize Community Volunteers? Madman Across the Water
- Criminalize Community Volunteers? Dave Rickey
- Criminalize Community Volunteers? Madrona Tree
- Criminalize Community Volunteers? Josh Olson
-----Original Message-----
From: Madrona Tree <madronatree@hotmail.com>
>I think anyone who is given powers above and beyond a 'regular player' in
>order to solve customer problems (I've fallen and I can't get up!) and/or
>adding content (decorating player taverns) or being the 'first line of
>defense' in deciding who should get punished and when and how much are
>working for the company.
>
>I believe that companies should encourage and support the first scenario,
>and let paid employees of the company deal with the second.
EQ Guides are all of these things except for the punishment bit. When
designing EQ's dynamic quest system, my intent was that participation in
dynamic content (which most people enjoy) would be a reward for the less
pleasant aspects of volunteering (like being shouted at). I believe that a
lot of good Guides have remained in the program because of this carrot who
might otherwise have gotten fed up with the abuse and left a long time ago.
In other words, you have to be careful about assigning only the worst jobs
to volunteers, or pretty soon you'll have a lot fewer volunteers. Like it
or not, you have to trust volunteers with some potentially dangerous
abilities if they are going to be effective and happy. The necessary checks
and balances are probably best saved for another thread. Or a book. :)
>I still think that companies can have good customer support without hiring
>volunteers. My phone company doesn't hire volunteers, and their customer
>service is probably better than UO's. Course, I also think that UO's
>customer base is probably a little more easily dissatisfied with customer
>service than my phone companies.
Apples and oranges. The phone company's service doesn't fail anywhere near
as often as a game company's service, nor is it anywhere near as complex as
a game company's service, nor do the phone company's customers conflict with
each other anywhere near as often as a game company's customers, nor are
their per-customer revenues on the same scale, etc., etc.
>Realize, I don't want to throw the baby out with the bathwater. I'm
>positive there are good volunteers out there, cause I know some former
>counselors, and a couple of guides ... and they're good folks.
I'll do you one better, and posit that the *best* potential customer service
people are volunteers. Customer service for MMORPGs is a job that should
only be taken in small doses. Doing it day in and day out can break
anyone's will.
>...I think it would be a lot
>easier for Origin to say, "You know what? You're fired" to a paid employee
>than to a volunteer -- and then get one who wasn't a slacker.
Firing an employee involves legal and tax paperwork. Firing a volunteer
doesn't. Trust me, it's real easy to fire a volunteer. Finding
non-slackers is always hard, employee or otherwise.
Of course, there are political issues to consider when dealing with
volunteers. This can be a decided disadvantage to a company that isn't
treating its volunteers right. Suffice it to say that both Verant and OSI
have glimpsed what can happen when volunteers realize en masse that they
don't have to put up with the company's bullshit. Chalk it up to growing
pains, but it's something to consider. A volunteer force is one that could,
in theory, vanish at any time.
>> You think so? Think again. For one thing, 20% of the current
>> Guides do 80% of the work, some of them put in 60+ hours a week.
>> If they were employees, they couldn't be *allowed* to put in those
>> hours. Yet those people are the administrative backbone of the
>> programs.
>
>Sure they could, you'd just have to pay them OT.
Heh... I think you're missing the point that keeps coming up: cost actually
is a significant issue.
>Is the "20% do 80%" because of hours worked or efficiency of guiding?
Dedicated few vs. adequate many.
-Josh Olson - Criminalize Community Volunteers? Matthew Mihaly
- Criminalize Community Volunteers? Brian 'Psychochild' Green
- Criminalize Community Volunteers? Dave Rickey
- Criminalize Community Volunteers? Brian 'Psychochild' Green
- Criminalize Community Volunteers? Willowreed@aol.com
- Criminalize Community Volunteers? David H. Loeser Jr
- Criminalize Community Volunteers? Willowreed@aol.com
- Criminalize Community Volunteers? Batir
- Criminalize Community Volunteers? David H. Loeser Jr
- Criminalize Community Volunteers? Dave Rickey
- Criminalize Community Volunteers? Madrona Tree
- Criminalize Community Volunteers? Corey Crawford
- Criminalize Community Volunteers? Willowreed@aol.com
- Criminalize Community Volunteers? Willowreed@aol.com
- Criminalize Community Volunteers? Josh Olson
- Criminalize Community Volunteers? Paul Schwanz - Enterprise Services
- Criminalize Community Volunteers? Koster, Raph
- Criminalize Community Volunteers? Dave Rickey
- Criminalize Community Volunteers? Erik Jarvi
- Criminalize Community Volunteers? Ananda Dawnsinger
- Criminalize Community Volunteers? Willowreed@aol.com
- Criminalize Community Volunteers? Erik Jarvi
- Criminalize Community Volunteers? Shawn L Johnston
- Criminalize Community Volunteers? Willowreed@aol.com
- Criminalize Community Volunteers? Josh Olson
- Criminalize Community Volunteers? David H. Loeser Jr
- Criminalize Community Volunteers? Willowreed@aol.com
- Criminalize Community Volunteers? Mud Imp
- Criminalize Community Volunteers? Greg Underwood
- Criminalize Community Volunteers? david.l.smith@home.com
- Criminalize Community Volunteers? Koster, Raph
- Criminalize Community Volunteers? Zak Jarvis
- Criminalize Community Volunteers? Christopher Allen
- Criminalize Community Volunteers? Mud Imp
- MUD-Dev digest, Vol 1 #216 - 11 msgs Greg Miller
- MUD-Dev digest, Vol 1 #216 - 11 msgs Jon Lambert
- graphical arrogance Matthew Mihaly
- graphical arrogance Koster, Raph
- graphical arrogance Vincent Archer
- graphical arrogance Zak Jarvis
- graphical arrogance Matthew Mihaly
- Skotos Beta Test Signup Christopher Allen
- Side note (was: Criminalize Community Volunteers?) Brian 'Psychochild' Green
- Shadowbane Matthew Mihaly
- Game Balance and Mortal Complaints SmokEater952@aol.com
- Game Balance and Mortal Complaints David Bennett
- Game Balance and Mortal Complaints Lovecraft
- Game Balance and Mortal Complaints Patrick Dughi
- Game Balance and Mortal Complaints Val Trullinger
- The Solution to Criminalizing Community Volunteers? Jon Morrow
- The Solution to Criminalizing Community Volunteers? nbossett@herbert.com
- The Solution to Criminalizing Community Volunteers? Hans-Henrik Staerfeldt
- Are eBay sales more than just a fad? Dave Rickey
- Are eBay sales more than just a fad? Koster, Raph
- Are eBay sales more than just a fad? Vincent Archer
- Are eBay sales more than just a fad? Dave Rickey
- Are eBay sales more than just a fad? Corey Crawford
- Are eBay sales more than just a fad? gmiller@classic-games.com
- Are eBay sales more than just a fad? Koster, Raph
- Are eBay sales more than just a fad? Matthew Mihaly
- Are eBay sales more than just a fad? Travis Casey
- Are eBay sales more than just a fad? Paul Schwanz - Enterprise Services
- Are eBay sales more than just a fad? Matthew Mihaly
- Are eBay sales more than just a fad? Jeff Freeman
- Are eBay sales more than just a fad? Paul Schwanz - Enterprise Services
- Are eBay sales more than just a fad? Tess Lowe
- Are eBay sales more than just a fad? Jeff Freeman
- Are eBay sales more than just a fad? Andy
- Are eBay sales more than just a fad? Timothy Dang
- Are eBay sales more than just a fad? Matthew Mihaly
- Are eBay sales more than just a fad? Taylor
- Are eBay sales more than just a fad? Matthew Mihaly
- Are eBay sales more than just a fad? Nathan Clemons
- Are eBay sales more than just a fad? Brian 'Psychochild' Green
- Are eBay sales more than just a fad? Madman Across the Water
- Are eBay sales more than just a fad? Corey Crawford
- Are eBay sales more than just a fad? Joe Andrieu
- Are eBay sales more than just a fad? Madman Across the Water
- Are eBay sales more than just a fad? Joe Andrieu
- Are eBay sales more than just a fad? Madman Across the Water
- Are eBay sales more than just a fad? Matthew Mihaly
- Are eBay sales more than just a fad? Madman Across the Water
- Are eBay sales more than just a fad? Matthew Mihaly
- Are eBay sales more than just a fad? Joe Andrieu
- Are eBay sales more than just a fad? Matthew Mihaly
- Are eBay sales more than just a fad? Jon Lambert
- Are eBay sales more than just a fad? Peter
- Are eBay sales more than just a fad? Matthew Mihaly
- Are eBay sales more than just a fad? Jon Lambert
- Are eBay sales more than just a fad? Matthew Mihaly
- Are eBay sales more than just a fad? Koster, Raph
- Are eBay sales more than just a fad? Matthew Mihaly
- Are eBay sales more than just a fad? yvesk@brutele.be
- Are eBay sales more than just a fad? Matthew Mihaly
- Are eBay sales more than just a fad? Dan Merillat
- Are eBay sales more than just a fad? Matthew Mihaly
- Are eBay sales more than just a fad? Matthew Mihaly
- Are eBay sales more than just a fad? Jeff Freeman
- Are eBay sales more than just a fad? Dave Rickey
- Are eBay sales more than just a fad? Matthew Mihaly
- Are eBay sales more than just a fad? Jeff Freeman
- Are eBay sales more than just a fad? Matthew Mihaly
- Are eBay sales more than just a fad? Eli Stevens
- Are eBay sales more than just a fad? Matthew Mihaly
- Are eBay sales more than just a fad? Eli Stevens
- Are eBay sales more than just a fad? Matthew Mihaly
- Are eBay sales more than just a fad? John Buehler
- Are eBay sales more than just a fad? John Buehler
- Are eBay sales more than just a fad? Matthew Mihaly
- Are eBay sales more than just a fad? John Buehler
- Are eBay sales more than just a fad? Matthew Mihaly
- Are eBay sales more than just a fad? John Buehler
- Are eBay sales more than just a fad? Matthew Mihaly
- Are eBay sales more than just a fad? John Buehler
- Are eBay sales more than just a fad? Matthew Mihaly
- Are eBay sales more than just a fad? rayzam
- Are eBay sales more than just a fad? Matthew Mihaly
- Are eBay sales more than just a fad? Luc Van den Borre
- Are eBay sales more than just a fad? Dave Rickey
- MUD Coding Staff Structure Michael Tresca
- MUD Coding Staff Structure David Bennett
- MUD Coding Staff Structure Erik Jarvi
- MUD Coding Staff Structure Marc Bowden
- MUD Coding Staff Structure Malcolm Tester
- MUD Coding Staff Structure David Bennett
- MUD Coding Staff Structure Daniel Podlejski
- MUD Coding Staff Structure Lars Duening
- MUD Coding Staff Structure Matthew Mihaly
- MUD Coding Staff Structure Steven Kaskinen
- MUD Coding Staff Structure gmiller@classic-games.com
- MUD Coding Staff Structure Taylor
- MUD Coding Staff Structure Matthew Mihaly
- MUD Coding Staff Structure rayzam
- MUD Coding Staff Structure Matthew Mihaly
- MUD Coding Staff Structure Michael Tresca
- MUD Coding Staff Structure Dave Rickey
- MUD Coding Staff Structure Matthew Mihaly
- MUD Coding Staff Structure Vincent Archer
- MUD Coding Staff Structure Malcolm Tester
- MUD Coding Staff Structure Koster, Raph
- OT: short abscence Greg Underwood
- MUD Licensing UCMM Administration
- question Matthew Mihaly
- Nomenclature (was: MUD Coding Staff Structure) Brian 'Psychochild' Green
- Nomenclature (was: MUD Coding Staff Structure) Dave Rickey
- Nomenclature (was: MUD Coding Staff Structure) Steven Kaskinen
- Nomenclature (was: MUD Coding Staff Structure) Michael Tresca
- Conditioned reinforcers: Getting players to do things for free John Hopson
- Society Scaling Brad Wyble
- MUDs vs. MMUDs (was MUD Coding Staff Structure) Steven Kaskinen
- MUDs vs. MMUDs (was MUD Coding Staff Structure) Steven Kaskinen
- MUDs vs. MMUDs (was MUD Coding Staff Structure) Matthew Mihaly
- MUDs vs. MMUDs Steven Kaskinen
- MUDs vs. MMUDs Steven Kaskinen
- Mud-dev FAQ 2 Marian Griffith
- startup script for you Matthew Mihaly
- Bad Name Lists Christopher Allen
- Bad Name Lists Josh Rollyson
- Bad Name Lists William Katzell
- Bad Name Lists Michael Tresca
- Bad Name Lists Eli Stevens
- Bad Name Lists Matthew Mihaly
- Bad Name Lists Mordengaard
- Help and Reference Systems Study Jon Morrow
- Help and Reference Systems Study Peter
- Help and Reference Systems Study Colin Coghill
- FW: [uodevlist] OT - Lawsuit on Lum's Koster, Raph
- FW: [uodevlist] OT - Lawsuit on Lum's Jeff Freeman
- FW: [uodevlist] OT - Lawsuit on Lum's Dave Rickey
- FW: [uodevlist] OT - Lawsuit on Lum's Josh Olson
- FW: [uodevlist] OT - Lawsuit on Lum's Dave Rickey
- FW: [uodevlist] OT - Lawsuit on Lum's Travis Nixon
- FW: [uodevlist] OT - Lawsuit on Lum's Dave Rickey
- FW: [uodevlist] OT - Lawsuit on Lum's Jeff Freeman
- FW: [uodevlist] OT - Lawsuit on Lum's Dave Rickey
- FW: [uodevlist] OT - Lawsuit on Lum's Norman Short
- FW: [uodevlist] OT - Lawsuit on Lum's KevinL
- FW: [uodevlist] OT - Lawsuit on Lum's Norman Short
- FW: [uodevlist] OT - Lawsuit on Lum's Jeff Freeman
- FW: [uodevlist] OT - Lawsuit on Lum's Dave Rickey
- FW: [uodevlist] OT - Lawsuit on Lum's Matthew Mihaly
- FW: [uodevlist] OT - Lawsuit on Lum's Geoffrey MacDougall
- FW: [uodevlist] OT - Lawsuit on Lum's Corey Crawford
- FW: [uodevlist] OT - Lawsuit on Lum's Myschyf
- FW: [uodevlist] OT - Lawsuit on Lum's Brian 'Psychochild' Green
- FW: [uodevlist] OT - Lawsuit on Lum's Nathan F. Yospe
- Lawsuit vs. EA/Origin Brian 'Psychochild' Green
- Lawsuit vs. EA/Origin Koster, Raph
- Lawsuit vs. EA/Origin Dave Rickey
- DoS and muds Josh Rollyson
- DoS and muds Patrick Dughi
- DoS and muds Chris Jacobson
- DoS and muds Shawn L Johnston
- Interesting Page on Magic Chris Lloyd
- paying volunteers Matthew Mihaly
- paying volunteers Patrick Dughi
- paying volunteers Matthew Mihaly
- paying volunteers Nicholas Daley
- paying volunteers Chris Lloyd
- paying volunteers Matthew Mihaly
- paying volunteers Chris Lloyd
- paying volunteers Geoffrey MacDougall
- paying volunteers Jeff Freeman
- paying volunteers Sellers, Michael
- paying volunteers Daniel.Harman@barclayscapital.com
- paying volunteers the_logos@www.achaea.com
- (no subject) Ian Hess
- (no subject) Matthew Mihaly
- Chicagoland MUD-Dev Dinner Erik Jarvi
- StoryTelling Devices: "Magic Book" Eric Rhea
- StoryTelling Devices: "Magic Book" Madrona Tree
- StoryTelling Devices: "Magic Book" Nathan F. Yospe
- Portable Device Integration Eric Rhea
- Pricing structures and selling characters and items Myschyf
- Pricing structures and selling characters and items Matthew Mihaly
- Pricing structures and selling characters and items Brian 'Psychochild' Green
- Interview with Vault Koster, Raph
- [rpg-create] Combat Abstractions (fwd) J C Lawrence
- [rpg-create] Combat Abstractions (fwd) J C Lawrence
- [rpg-create] Combat Abstractions (fwd) J C Lawrence
- [rpg-create] HP triangle (fwd) J C Lawrence
- [rpg-create] HP triangle (fwd) J C Lawrence
- [rpg-create] HP triangle (fwd) J C Lawrence
- [rpg-create] HP triangle (fwd) J C Lawrence
- [rpg-create] combat thoughts (fwd) J C Lawrence
- [rpg-create] Combat System Checklist (fwd) J C Lawrence
- ADMIN: Volunteer vs paid employee thread J C Lawrence
- OT: qnx released Steve Houchard
- customer service Matthew Mihaly
- customer service Corey Crawford
- Squeezing the ink from "Magic Book" Eric Rhea
- Importance of User Documentation Jon Morrow
- Importance of User Documentation Sanvean
- Importance of User Documentation Alex
- Importance of User Documentation Dave Kennerly
- Importance of User Documentation Jon Morrow
- Importance of User Documentation Sanvean
- Importance of User Documentation Richard Tew
- Importance of User Documentation Ben
- Importance of User Documentation Sanvean
- Importance of User Documentation rayzam
- Importance of User Documentation Jon Morrow
- Fw: Importance of User Documentation Stephen Newby
- Fw: Importance of User Documentation Inq Admin
- Fw: Importance of User Documentation David Bennett
- Convincing Players to Read Documentation Jon Morrow
- Convincing Players to Read Documentation Bruce
- Convincing Players to Read Documentation Willowreed@aol.com
- Convincing Players to Read Documentation John Hopson
- Convincing Players to Read Documentation Marc Bowden
- Convincing Players to Read Documentation Richard Tew
- Convincing Players to Read Documentation Ryan P.
- Convincing Players to Read Documentation Marc Bowden
- Convincing Players to Read Documentation Richard Tew
- Convincing Players to Read Documentation Melinda Davison
- Convincing Players to Read Documentation KevinL
- Convincing Players to Read Documentation Dave Rickey
- Convincing Players to Read Documentation KevinL
- Convincing Players to Read Documentation Colin Coghill
- Convincing Players to Read Documentation Richard Tew
- Convincing Players to Read Documentation Michael Tresca