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Virtual Help Desks

Information

A place to explore and investigate the design and operation of virtual help desks

Website: http://virtual-learning-quality.ning.com/
Members: 4
Latest Activity: Nov 19

Introduction

After evaluating VWLL registration responses, which have accumulated to a significant statistical sample size, it was recognized that out-world and barebone in-world Newbies need special quality attention.

A. So where are we presently positioned?

A1. ThinkBalm writes:

"One of the most significant barriers to adoption of the Immersive Internet at work [at a workplace setting and at an educational setting] is a steep learning curve exacerbated by what is all too often a poor first-time experience.

Many peoples’ early forays into virtual worlds and other immersive environments are tainted by technology and user experience issues. Enterprise [meaning in a workplace setting and in an educational setting] Immersive Internet advocates and implementers can certainly help shorten the learning cycle and time to value by selecting an immersive platform that makes it easy for new users to get started, or by customizing a platform to meet the needs of their specific user base.

But technology choice alone isn’t enough. No matter which platform an organization uses, a newcomer training program is required. We cannot overstate this. Training is the key to the success of a newcomer’s early experiences in immersive environments.

The initial exposure can be a make-or-break moment — especially for people who are not early technology adopters by nature or who are predisposed to dismiss anything that might be a smack of fun and games in the workplace [setting and in the educational setting]."

A2. Second Life Support writes:

"In a recent survey of Residents, two of the biggest reasons that they leave Second Life is that they either "couldn't find anyone to talk to" or "didn't know how to find interesting places to see, things to do." As a Linden, I can tell you that when I run into Residents inworld, they often ask me what they should be doing or where they should be going. Obviously, Second Life is a very subjective experience, so I always ask them what they like to do or what interests them."

So what Capability Maturity Level can VWLL be deemed to be ranked presently?

A3. Maturity Level 1: Initial

At maturity level 1, processes are usually ad hoc and chaotic. The organization usually does not provide a stable environment. Success in these organizations depends on the competence and heroics of the people in the organization and not on the use of proven processes. In spite of this ad hoc, chaotic environment, maturity level 1 organizations often produce products and services that work; however, they frequently exceed the budget and schedule of their projects.

Maturity level 1 organizations are characterized by a tendency to over-commit, abandon processes in the time of crisis, and not be able to repeat their past successes.

A4. Benchmarks

How To Give New Users A Good First Experience
http://thinkbalm.files.wordpress.com/2009/02/thinkbalm-storytelling-series-issue-no-3-feb-24-2009.pdf

Ning Group: Giving Newbies a First Good Experience
http://second-life-tool-ranking.ning.com/group/GivingNewbiesAGoodFirstExperience

Second Life Destination Guide Project
https://blogs.secondlife.com/community/community/support/blog/2009/10/07/wanted-second-life-community-experts-for-hire

Introduction to Second Life, Graham Davies aka Groovy Winkler
http://www.ict4lt.org/en/Euro08PCWSL.doc

Wikipedia: Capability Maturity Structure, Five Capability Maturity Levels
Wikipedia: Help Desk
Wikipedia: Virtual World Language Learning
Wikipedia: E-Learning 2.0

Video: National University of Singapore, ISO 9001 certified for SL, mixed reality, and webcasting

European Foundation of Quality in e-Learning
http://www.efquel.org/

Ning: Adult Learning

Case Example: EPIC e-Learning Service Desk

Gartner Trend Analysis: Virtual World's Trough of Dis-Illusionment (Times Higher Education) "It is obvious the technology has pedagogic advantages - The question is, how is it going to be established as an infrastructure?"

Case Example: European Patent Office - Virtual Help Desk
http://www.epo.org/patents/patent-information/east-asian/helpdesk.html

B. So what's the next step?

Help Desk Goals (causa finalis)

(1) CMM Level 1: Initial is not the capability maturity level, where things need to end. Achieving higher capability maturity levels is indeed feasible. Assessing andragogic & pedagogic client requirements management (for adult and teen/child grids) and establishing repeatability is a frontline task (help desk - single point of contact) for stepping up to CMM Level 2: Managed at this point. People-CMM lends itself to this process.
(2) This also includes the embrace of ISO 9001 principles, sustainability, continuous improvement, and process analysis.
- Newer EU-driven quality systems for the e-learning domain:
-- Quality Management of Peer Production in e-Learning
http://qmpp.innovationpros.net/index.php/qmpp_quality_model/
-- Peer Production Cycle
http://qmpp.innovationpros.net/index.php/qmpp_quality_model/peer_production_cycle/
-- QUALC Quality Assurance Network of Adult Learning Centres
http://www.efquel.org/qualc/
-- QUALC FINAL Quality Criteria & Self-Assessment Adult Learning Centres 12-2008 (benchmark requirements)
http://www.scribd.com/doc/22191610/QUALC-FINAL-Quality-Criteria-Self-Assessment-Adult-Learning-Centres-12-2008
(3) The IT Infrastructure Library ITIL model offers a sustainable set of concepts and policies for managing Information Technology (IT) services (ITSM), developments and operations; thus leading to the implemention of an IT service management environment, in which virtual world (language) learning - a sub-domain of e-learning 2.0 - is actually embedded.
(4) The use of benchmark examples makes sense, in order to avoid inventing the wheel twice.
(5) Ultimately, we want to shorten time and cost of the learning curve at increased quality, which is the strategic incentive for deploying quality management.
(6) Then as an IT infrastructure, overcome virtual world dis-illusionment processes, and enhance the transition to a plateau of productivity.
(7) In the course of this, then increase risk resilience and risk mitigation capabilities.

C. That's why the following Newbie Quality System was compiled :

Operational Steps & Goals (causa efficiens)

Your Virtual Kickoff
1. Your Second Life Registration
2. Your Enabling
3. Teaching and Learning
4. Sharing
5. Social Interaction / Getting Immersive
6. Communities
Join Us In-World Now!

Java World Clock (actual time worldwide)

World Sunlight Map

Your Virtual Kickoff (Goal: To ensure Newbie feedback and quick support response)

Please ticket your recommendations/requests in order to enable the possibility of building a structured knowledge base with frequently asked questions FAQ. According support response is part of the quality process.

Recommendations for Continuous Improvement of Virtual Learning Processes
http://tinyurl.com/recommendation-improvement

Recommendations for Continuous Website Improvement
http://spreadsheets.google.com/viewform?formkey=clh4QXdjSWhrNXNyN2tlTkMtM1BpTmc6MA

Newbie Problem / Incident Management
http://tinyurl.com/problem-incident-management
Newbie Knowledge Base / FAQ
pending
Virtual Trainer/Support & Course Questionnaire (in-process)
http://spreadsheets.google.com/viewform?formkey=dFNDbDR1VnZDc2hYUlQyVHNtdWVSdlE6MA
Second Life Support
http://secondlife.com/support/ Second Life Disaster & Planned Outages, and their Status Reports
http://status.secondlifegrid.net/
Step 1: Your Second Life Registration (Goal: To ensure operational Newbie registration)

Can your computer run it? http://www.systemrequirementslab.com/ Do your drivers need an update? Free scan for Vista drivers I Want to Try! Where do I Begin?

Did you forget your registration details? Get your SL name / password. Do you need a second registration? You can do it, it works for free! Check Your Account: Account Login
Step 2: Your Enabling (Goal: To ensure for proper Newbie configuration, entry, and basic start-up skills)

Out-World
Second Life provides Quick & Dirty Resources for Newbies
https://blogs.secondlife.com/community/community/tnt/blog/2009/04/28/welcome-to-the-second-life-virtual-world-reference-tips-for-beginners
https://blogs.secondlife.com/community/community/tnt/blog/2009/04/19/quicktip-enjoy-our-second-life-quickstart-guide

In-World
This site offers in-world orientation for Newbies
http://slurl.com/secondlife/NMC%20Orientation/70/106/33

Newbie Woman's SL Survival Kit (Video Tutorial)
http://womensresourcehub.wetpaint.com/page/Newbie+Woman%27s+SL+Survival+Kit

Step 2.1: Your Help Desk (Goal: To ensure out-world / in-world service management and support)

Out-World (Facebook): Newbie Help Desk / In-World (SL): Newbie Help Desk How to Fill in Your Profile (Video Tutorial)

Tags & Stuff
Twitter name: newbiehelpdesk
Twitterfall hashtag: #newbiehelpdesk
Flickr photo tag: newbiehelpdesk
e-Mail: newbie.helpdesk@googlemail.com
Step 2.2: In-World Orientation Booth (Goal: To provide basic Newbie skills and knowledge needed for event participation)

Teleport (Video Tutorial, SL Video Tutorial) to EduNation II Sandbox via
http://slurl.com/secondlife/EduNation%20II/197/182/23

Take a seat, and activate a screen by clicking on Touch (right mouse button). An explanation sign and an "operations manual style" notecard are missing at these booths, and the content needs to be transparently outlined and be aligned to basic avatar skills, and to event communication requirements (text chat, voice chat, multimedia) of barebone newbies. Smooth playback operations also needs to be assessed and verified. A free gift box with useful avatar utilities (e.g. Flight Feather, Radar, Name Tag, Espresso etc.) would also be helpful to shorten the learning curve.

What is a Sandbox?

Up-to-date Support Videos Torley Linden Tutorials in YouTube
More Video Tutorials
Step 2.3: Your First Linden Dollars (Goal: To provide for initial financial resources)

Check the new pilot project from Linden! Make RL money by contributing well-texted pictures to the new Second Life Destination Guide!

E.g. for uploading pictures and presentation slides L$10, visit the sign-up kiosk in eLab City.
Presently full and on-hold until early 10/2009 (Video: Second Life Money Tree)

Step 2.4: Skill Building Center (Goal: To provide a domain for further skill building, and according course modules as based on client requirements)

Event Basics & Communication Skills

How to use SL Viewer Functions (Video Tutorial)
How to use Text Chat (SLim (Video), Newbie Help Desk: out-world, in-world)
How to use Text Chat Translation Aids (in-world, out-world, Virtual Keyboard)
How to use Voice Chat (Video Tutorial, Torley Video Tutorials) / Audio Quality (Video Tutorial)
How to use Multimedia
Disaster Recovery

Administrative Event Skills
How to use GMT Fixed Time via TimeAndDate.com / Google Calendar / Twittercal
How to Manage Virtual Meetings via TimeAndDate.com
IBM Virtual World Guidelines
Gartner Dress Code for Avatars
40 Staff Behavior Guidelines
Implementing Useful Avatar Utilities
How to Move your Camera (Video Tutorial)
How to Handle Notecards and Landmarks (Video Tutorial)
How to use a Name Tag
How to Teleport / Use Landmarks / Teleport Others
How to take In-World Pictures / Screenshots
How to Manage your Inventory (Video Tutorial 1 2)
How to Find & Add Friends
How to Transfer Linden Dollars
Going Shopping for Clothes/Shapes/Skin/Hair (Video Tutorial)
How to Use a HUD (Head-Up Display) (Video Tutorial)

Enhanced Administrative Event Skills
How to Plan, Produce, and Market an Event/Meeting
How to Implement the Event Guidelines for Ning
How to Announce and Backoffice an Event
How to Capture and Retrieve an Event
How to Post-Publish about the Event

Skill Building for Learning and Teaching
How to Present Virtual Slideshows
How to Build Educational Support Objects
How to Script Educational Objects
How to use Virtual Photography
How to use the Sandbox Groupwork Facility
How to use Holodecks
Skills/Training for Virtual Andragogy/Adult Grid Learning
Skills/Training for Virtual Pedagogy/Teen Grid Learning

Enhanced Skill Outlook
Exploring a Virtual Multimedia Lab
Exploring Mixed Reality Teaching & Learning (Video)
Exploring Augmented Reality Language Learning
Exploring Mobile Augmented Reality e-Learning
Exploring Open Source Virtual Worlds, Grid Computing, Education Grid
How to Rent a Home in SL

Schedules
pending

30 Day Free Housing for Avatars Under 60 Days of Age with Training Center
To be eligible for New Haven Housing you must be 60 days or younger (your SL birthdate is in your profile under Edit / Profile at the top of the screen). We will provide you with housing for 30 days, rent free. We will have 20 houses available for rent. Please fill out the information below. If we have no houses currently available we will put your name on a waiting list. No Alts will be accepted.

Teleport via http://slurl.com/secondlife/eLab%20City%20Northwest/46/67/23 (available until 09/2009)
New Haven is a Second Life community created for the New in Second Life. The New Haven Center on the ground level will hold classes to teach you the basic needs to find your way around the incredible worlds of SL, and provide you with the basics for your avatar from clothes to skins. A safe haven until you can find your way on your own (Winner of the e-Lab Innovation Project of the University of California, subsidized summer project until the end of 09/2009, no re-opening known).

Step 3: Teaching and Learning (Goal: To provide for quality training services, and according course modules and events as based on client requirements)

Help Desk Check-In / Briefing (Goal: To provide for course requirements, content, scheduling, and landmark information, operational check of Newbie event skills, in-course Trainer service and support, out-world / in-world Newbie service and support, disaster recovery)
EVOVWLL Teaching and Learning Module (Course Outline 2009)
Master Mindmap for Educators and Trainers
Help Desk De-Briefing (Goal: To collect firsthand information about Newbie problems and incidents, Trainer/Support and Course feedback, course follow-up tasks, risk evaluation, continuous improvement, establish compliance with target benchmarks and capability maturity levels - and establish taxpayer transparency, integrity, and accountability for public domain projects)

Step 4: Sharing (Goal: To provide for shared resources)

IBM Virtual World Guidelines
Free Second Life Educator Tools (with Ranking Free Tools)
Non-Free Second Life Educator Tools (with Ranking Non-Free Tools)
Building Educational Support Objects (In-World Objects)
Second Life Training Settings
In-World Course Planning via 3D Mindmaps
Virtual Help Desks
Giving Newbies A First Good Experience
Building Mixed Reality Educational Apps for Second Life (Mixed Reality & Out-World Objects)

Step 5: Newbie Social Interaction / Getting Immersive (Goal: To provide for cultural activity for Newbies)

EduNation II Happy Hour For Newbies

Food and Drinks are Free at the Clubhouse!!
Get your free gift box with useful avatar utilities. It's your action plan for virtual productivity!

Schedule
Americas Sundays 20:00 GMT
Europe Sundays 14:00 GMT
Pacific Rim Sundays 08:00 GMT

Click on the icon to add these schedules to your Google Calendar!

Experienced Hosts From Each Region Are Invited To Join!

Step 6: Communities (Goal: To provide for social networking, places to see, and things to do)

Out-World
Events Groups Blogs
VWLL Communities

The Osnagroup
Self-Directed Language Learning in SL
Other Virtual Worlds - Twinity
Forums
In-World
Events Groups Blogs Forums

Reaching Out To Other Communities

In-World

Now You Know!

Do you also think that quality of learning has to be based on broad consensus and involvement, inclusiveness & dialogue? Then show your opinion and download the EFQUEL-badge for your website now!

Discussion Forum

Summary of Help Desk System Targets 6 Replies

Started by James O'Reilly. Last reply by James O'Reilly Nov 14.

EduNation II Happy Hour For Newbies 2 Replies

Started by James O'Reilly. Last reply by James O'Reilly Nov 2.

Event Configuration (Windows) for Newbies, Intermediates, and Pros 2 Replies

Started by James O'Reilly. Last reply by James O'Reilly Sep 25.

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Comment by James O'Reilly on November 19, 2009 at 3:54am: During the SL Mentor Meeting at SLVEC, Linden Lab announced that the SL Volunteer Mentor Programme will end on 11th of December 2009. The SL Mentor program has been running since 2005 with it’s ups and downs. But now its the end of a era. Linden Lab will shut down the SL Mentor groups and will remove SL Volunteer Islands in the upcoming weeks. For those that wanted to be official SL Mentors the door has been closed. Linden Lab wants everybody to create their own helping networks in Second Life nowadays and form helping groups.
http://danielvoyagerblog.wordpress.com/2009/11/18/ll-is-officially-disbanding-the-mentor-program/

Comment by James O'Reilly on November 2, 2009 at 5:01pm: What are your initial steps to find us and get immersive in Second Life?
1. Please join the Virtual Help Desks group, and check out the materials and processes there for your start-up: http://second-life-tool-ranking.ning.com/group/virtualhelpdesks
2. If you need further assistance at some point, feel free to get in contact with the Ning administrator: James O'Reilly (SL name: Eurominuteman Jameson, Germany).
3. Otherwise, Newbie Problems and Incidents can be ticketed under: http://tinyurl.com/problem-incident-management
4. You might like to join the in-world Newbie Happy Hour (at EduNation II). As soon as you are logged in, add the above avatar name to your contact list (this request needs to be accepted), and then request a teleport by typing "tp me, i am a Second Life Tool Ranking newbie".