Who ARE These People?

In the last post I discussed the problem of griefers and trollers in Second Life, and how they can seriously diminish the enjoyment of others. And yet, however annoying these people might be, they rarely rise above the level of 'annoying'. A much bigger problem is the friends you make in Second Life, who might not be as good of friends as you think they are.

When we meet people in real life, we usually evaluate them in some sort of social context. We gravitate towards people who are similar to ourselves in terms of values, education, and social status. This isn't to say that we never venture outside of our social circles. It is only to say that a friendship or a relationship has a much better chance of succeeding if you share similar values. In fact, dating and matchmaking websites often use this premise as the basis for finding matches.

Unfortunately, when you meet an anonymous person in Second Life, you do not have access to this information. If you met this same person in real life your warning alarms might go off and you might well get away as quickly as you can. But, since you don't have this information, you lower your guard and get to know the person a little better. This is not entirely a bad thing. You get to meet some lovely people that you might otherwise never get to know in real life because they have some social markers that would cause you to avoid them. However, some social markers can be very important.

At a superficial level you may get along fine. You might even find it very interesting to get to know somebody who is unlike anyone you have ever met before. You might even become very good friends. And then once you have invested in a friendship or a relationship you find out that this person is nothing like you thought they would be. They may not even be a 'bad' person. They may just hold different values than you hold with regard to simple things like loyalty, trust, obligations in a friendship and so on. Before you know it, they have done something horrible, from your perspective, like betrayed a confidence, talked behind your back, failed to hold up their end of the relationship, or some similar violation.

I have heard time and time again from people who have read my note cards at Cosmos Academy and IM'd me about this kind of experience. This can be innocent and benign and yet painful. Two people may have very different standards of acceptable behavior. Their guards were down. The values collided and somebody got hurt. This is unfortunate and unpleasant. And it arises from not knowing who you are dealing with.

But, it can be much worse. What if the problem is not just a collision of values. What if the other person is bitter about their role in life; vindictive from past failed relationships, sociopathic, or just has an axe to grind about life. Then it can really get ugly and that will be the topic of the next post.

The Blessing of Anonymity

It is easier to be yourself in Manhattan that it is to be yourself in a small town of a few hundred people. Overwhelmingly, most people in a large city do not know who you are and do not care. So, if your behavior is a little quirky nobody even notices. When everybody knows you, the pressures on you to conform are much, much greater.

Everybody has quirks in their behavior, most of which is harmless and only some of which would be cause for real concern. So the anonymity of a large city where the boundaries of acceptable behavior as less confining provides individuals with greater freedom to just be who they are.

Carry this a step further, and consider the anonymity of a virtual world. In a real city, you have a physical presence. People might know where you live. They might know some of your friends. They might even know some members of your family. So, even though there is a great deal of freedom, it is not unlimited freedom. In a virtual world you can change your appearance, your ethnicity, your social class, your age, and even your gender. Try doing all that in a big city. You’re short? No problem, just make yourself tall. You’re aging to fast and want to recapture your youth. We can handle that too. You are lower class and have always wanted to be a refined aristocrat? No sweat. It is within your reach. People come to a virtual world to be whoever they really want to be and your wildest imaginings cannot cover the full range of possibilities.

And one of the elements of a virtual world that makes this possible is anonymity. So, anonymity is a blessing, a real contribution to individual freedom of expression.

Who Are the People in Second Life?

Another problem with retention in Second Life is the cast of weirdos and oddballs that you are likely to encounter. These pathological misfits show up in a variety of forms. The most obvious instance is griefers. Griefers are people who come to Second Life for the sole purpose of diminishing the enjoyment of others. They have some fairly standard tricks. Perhaps the most common is a particle generator that floods a sim with pictures that range from annoying to deeply offensive. Another instance is trollers. Griefers generally do not mind get Abuse Reports. They are pretty flagrant. But, Trollers are more subtle. They like to annoy people but carefully stop short of getting reported. They may act like newbies and ask a lot of questions that may or may not be offensive depending on how you interpret them. They act confused and ask the same questions over and over. They just want to be annoying. Since a lot of people, especially in Welcome Areas, try to help others out, this can be not only annoying but frustrating and upsetting. Many a good mentor has been turned off by trollers.

The problem here, of course, is that Second Life allows anonymous free accounts. This is a HUGE mistake and I cannot imagine what was going through the heads of the people at Linden Labs who made this decision. I know why it initially seemed like a good idea. They wanted the press they would get from having millions of accounts. And, I suppose, that did work in the short run. But, in the longer run they have subsided a lot of non paying customers to come to Second Life and drive away potentially paying customers. There is no way to justify a strategy that pays people to drive away your business.

But, it isn't just griefers and trollers that create problems. Anonymity is a huge problem for other reasons. And I will turn to that next time.

How Do You Learn in Second Life

In the last post, I stated that the most serious problem for Second Life with regard to retention was the lack of structured activities. I suggested that quests might be a way for people to structure their time while getting familiar with the environment. Following on the retention theme, I think the second most serious problem in Second Life with regard to retention is the learning curve. People show up in this virtual world and are swamped by the number of things they don't know. Granted the Orientation Islands attempt to address this but they fall way short of what is needed to keep people engaged. I guess the people at Linden Labs had to learn all this stuff the hard way and feel that new visitors should learn the hard way as well.

Second Life is a lot like a 3rd world country. If you know the right people and you know the right questions to ask, you can get things done. But, if you don't spend endless hours making contacts, or hanging out at Welcome Areas waiting for tidbits of information to be dropped, your chances of making any progress are very low. For example, if you happen to be hanging out on Help Island when there is a greifer attack and a knowledgeable mentor handy, you might learn that you can suppress the particles by simultaneously pressing ctrl-alt-shift-=. I think it is fair to say that the SL interface is not intuitive.

What they need to do is to organize the things you need to know into categories and develop usable tutorials in each of those categories. I know there are people who would say that there are tutorials on building and scripting. There is even a place where you can learn about particle generators. However, if you really believe those tutorials are adequate then I can only assume that you know absolutely nothing about either education nor normal people.

What Do You Do in Second Life?

There are a number of reasons why retention in Second Life is a problem. The learning curve is too steep. There are griefers. There is lag. There are crashes. Inventory gets lost. Many of the people you encounter would make your skin crawl if you met them in real life. Yes, all of these are problems. But they are not the major problem. The major problem is that there is no structure. You show up in this fascinating but overwhelming world with a desire to come to grips with it all and you are left to your own resources to figure out how to entertain your self. If you ask somebody "What should I do here?", they will answer with the questions "What do you want to do?"

Imagine a country where the Division of Tourism does not produce any information about tourist attractions in the country. Imagine further that a brave visitor shows up anyway. They go directly to the Welcome Center and ask "What can I do in your country?" The receptionist in the Welcome Center answers with the question "What do you want to do?" How well do you think the tourism industry would do in this country?

To Linden Lab's credit, they do make an attempt at some tourist materials. There are note cards on Help Island that give you links to new places. However, people do not come to Second Life as tourists. The come to learn or to socialize. Treating them like tourists makes them tourists. The look around for a few weeks and then go on to something else.

The solution to this problem is simple and I am astonished that Linden Labs has not figured it out. They should take a look at video games. When you show up in World of Warcraft, for example, you show up in front of a quest giver. The quest giver gives you an assignment and as you pursue that assignment, you learn things that you need to know in order to function in the game. This technique structures your time and give you goals. The structured time makes learning more interesting and the goals make learning more satisfying.

The Orientation Islands are a weak attempt at quests. But they only cover the very basics of how to get around and communicate. After that you are on your own. They keep redoing the Orientation Islands as though that is where the problem is. It is not. This is like inviting friends over for dinner and only serving them soup. When they stop coming you think it is your soup and put your energy into making better soup. Maybe the soup is OK and you need to work on a second course. Maybe the Orientation Islands are OK and LL needs to work on a second course. Yes, a Second Course for Second Life. It has a nice ring to it.

Retention Problems

Second Life has a serious retention problem. I have provided some statistics on this at my Academy. You can look at this any number of ways, but, if you look at the number of residents that have logged in during the past month or two you will find that only about 10% of the Second Life accounts could be considered as active - meaning that they show up in Second Life on a regular basis and interact with either the environment or other people. So, even though LL boasts that they have in excess of 10 million accounts, that is largely marketing hype. There are probably less than 1 million active accounts at any one time and less than 100,000 paying accounts. This makes the world much smaller than the hype might suggest. A typical evening in Second Life will show around 60,000 users logged in. Even if it were a different 60,000 users each day, that would only add up to 1.8 million users over the course of a month. This is bad news for Linden Labs because their product is not nearly as popular as they try to claim. It is bad news for advertisers who are trying to advertise products in Second Life. It is bad news for vendors who sell products in Second Life. And it is bad news for residents of Second Life who have invested a lot of time and other resources in this virtual world betting, basically, on Second Life futures. Over the next few days, I will look at the retention problem, speculate on the reasons for it, and suggest some solutions.

Complete Sentences

I was standing on Help Island one day talking to a friend who was filling me in on a lot of the recent gossip.

"How do you get all this gossip?" I asked her.

"I just hang around chatting with people in IM," she replied, "and people fill me in on what ever has been going on."

"But, I hang around a lot, too," I protested. "And people never fill me in on the gossip."

"Well, people don't talk to you as easily, because you are intimidating." she informed me.

"How am I intimidating?" I inquired.

"Because you tend to chat in complete sentences," she replied.

Complete sentences? There is negative social value in completing your sentences? Apparently so. But there is also positive social value. I had another friend say that I was unlike anyone she had ever met. I asked why. Yes, you guessed it, the complete sentences thing again. I can imagine an inscription on my tombstone... "He Completed His Sentences" Yes, the sum of my life's work may be no more than completed sentences.

I have always wanted to make my mark in the world. But being known for completing sentences was not exactly what I had in mind. I can imagine the following interaction in an English class of the future.

"Incomplete sentence. What's wrong?"

"lol"

"No idea."

"dunno"

"??"

"not a clue"

"np. IM me for answer"

"lol"

Maybe mortality is nature's way of saving you from such indignities in the future.