Massively http://massively.joystiq.com Massively http://www.blogsmithmedia.com/http://massively.joystiq.com/media/feedlogo.gif Massively http://massively.joystiq.com en-us Copyright 2012 Weblogs, Inc. The contents of this feed are available for non-commercial use only. Blogsmith http://www.blogsmith.com/<![CDATA[Peering Inside: Transparency and opacity]]>http://massively.joystiq.com/2008/06/09/peering-inside-transparency-and-opacity/http://massively.joystiq.com/2008/06/09/peering-inside-transparency-and-opacity/http://massively.joystiq.com/2008/06/09/peering-inside-transparency-and-opacity/#commentsFiled under: , ,

Linden Lab is very proud of its transparency, both as a business and as a workplace. Openness and transparency are enshrined in the Tao of Linden.

Unfortunately much of that transparency only seems to pass internally. Sure, Linden Lab publishes lots of interesting and useful statistics and makes various kinds of data accessible -- but while that's very nice, that's not transparency.

In fact, when it comes to business transparency, Linden Lab tends to put the foot down and push back.

Continue reading Peering Inside: Transparency and opacity

MassivelyPeering Inside: Transparency and opacity originally appeared on Massively on Mon, 09 Jun 2008 10:30:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>ben-mcclurefeaturedlinden-labopinionpeering-insidetao-of-lindentransparencyMon, 09 Jun 2008 10:30:00 EST<![CDATA[Cinemassively: Philip Rosedale on transparency]]>http://massively.joystiq.com/2008/03/14/cinemassively-philip-rosedale-on-transparency/http://massively.joystiq.com/2008/03/14/cinemassively-philip-rosedale-on-transparency/http://massively.joystiq.com/2008/03/14/cinemassively-philip-rosedale-on-transparency/#commentsFiled under: , , ,

After being literally stunned silent over Tateru's blog entry about Philip Rosedale stepping down, I've decided not to post a machinima today. Instead, I found a video of Philip at the Davos convention. He was asked the Davos Question, which involved what he would do to make the world a better place in 2008.

Given today's announcement, you may be surprised to hear that his answer was transparency. Considering that there is no blog entry yet on the Official Second Life Blog, I can tell they're already starting off 2008 with a bang! Does this news come as a surprise to you?

MassivelyCinemassively: Philip Rosedale on transparency originally appeared on Massively on Fri, 14 Mar 2008 12:30:00 EST. Please see our terms for use of feeds.

Read | Permalink | Email this | Comments]]>cinemassivelydavos-conventiondavos-questionlinden-labofficial-second-life-blogphilip-lindenphilip-rosedalesecond-lifesltateru-ninotransparencyFri, 14 Mar 2008 12:30:00 EST<![CDATA[Linden Lab sharing customer care statistics]]>http://massively.joystiq.com/2008/01/10/linden-lab-sharing-customer-care-statistics/http://massively.joystiq.com/2008/01/10/linden-lab-sharing-customer-care-statistics/http://massively.joystiq.com/2008/01/10/linden-lab-sharing-customer-care-statistics/#commentsFiled under: ,

Customer CareLinden Lab, certainly when compared to the game companies, presents lots and lots of data about how Second Life is doing. Finding the numbers of residents, active accounts, information about the economy, information about crashes, information about how fast people manage to render scenes and so on is all easy. Discussions regarding their plans for the future are harder to find, but are there, and are sometimes acted upon.

To this impressive list, Linden Lab is now producing a set of statistics about customer care. How many calls, how quickly they are answered, the percentage of tickets solved, and how well the caller rated the service. Little things like about 75% of callers felt the support they received was OK, good or excellent. Of course this means 25% or so were less happy - but that's reasonably good numbers, and there are about 20,000 new support tickets a month. This is a starting point, it will be interesting to see how their care improves over time.

MassivelyLinden Lab sharing customer care statistics originally appeared on Massively on Thu, 10 Jan 2008 19:30:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>customer-care-metricsLinden-LabSecond-Lifetransparencyuser-statisticsThu, 10 Jan 2008 19:30:00 EST