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Improving Rookie Chat

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SharpMango 14th Legion	Posted - 2009.01.18 15:55:00 - [1] With the impending arrival of the M10 Expansion, we all know, that there will be a massive influx of new players in the game. This proposal is really designed to help the stakeholders of the game, ie both CCP and the current players to deal with what's about to happen. Current Problems with Rookie Chat: Only 1-2 official moderators on per time mean they are consistently overloaded with questions. Rapidly scrolling text means that it is virtually impossible to have a conversation with anyone. 70-80percent of questions, especially the more complex ones, go un-answered. Veterans are excluded from rookie chat meaning that their expertise is underutilised. Objective: For rookie players to have their questions answered quickly and correctly in an environment where they can be heard. Proposal: 1) Split Rookie chat into 10 Channels, they can quite simply be numbered Rookie Channels 1-10, or whatever the naming preference may be. 2) Whenever a new player joins the game, he is allocated to whichever channel currently has the least total subscribers for 1 month. 3) Each channel should have 1 official CCP helper/moderator. They do not need to be on all the time, however they are in charge of it and it is considered to be their turf. ie they deal with managerial issues and have the final say on major issues. 4) 10 Volunteers per channel. These are carefully vetted eve veterans, say people who have played the game for longer than 6 months. Again there are no requirements for them to be on all the time or anything, merely that when they play the game, they are present in this channel. The official eve moderator will be in charge of them to make sure they are helpful and give good advice. If CCP desires, it can easily get 100 volunteers for this role, plenty of vets love to give advice, this will be utilising a woefully underused resource for the benefit of everyone. End Result: Fewer rookies per channel with more volunteers. This will have a net effect of creating an atmosphere in which a newbie can ask a question and be reasonably able to expect a quick reply. With smaller groups it will also be easier to engage in conversations with one another. With greater staffing levels, Spammers and so forth will also be banned quicker and even when they are operating will be having less effect... ie polluting only 10 percent of rookie chat instead of all of it. Once the basic parameters are established, as the game expands, subsequent channels can easily be added, so perhaps after WiS is introduced, we may have 15 channels and so forth. Thoughts, Suggestions?
Selene D'Celeste Caldari The D'Celeste Trading Company	Posted - 2009.01.18 15:59:00 - [2] Edited by: Selene D''Celeste on 18/01/2009 16:00:24 A community volunteer program would be much more realistic than the hiring of additional staff. It most likely has a much higher cost+effort / benefit ratio than hiring additional employees. I think a decent number of older players randomly help out in this channel already -- and the nub corp channels -- while setting of whatever on new alt characters. A little recognition and an official nod would go a long way towards increasing the amount of help given this way, and thus increasing the chance that new EVE players stay. Which I assume is what you are going for -- community growth.
Qordel Caldari School of Applied Knowledge	Posted - 2009.01.18 15:59:00 - [3] The real problem is that all this does is give spammers ten more channels to spam. Until CCP deals with that, the rest is moot. --
Selene D'Celeste Caldari The D'Celeste Trading Company	Posted - 2009.01.18 16:01:00 - [4] Originally by: Qordel The real problem is that all this does is give spammers ten more channels to spam. Until CCP deals with that, the rest is moot. Volunteers with mute powers?
Lord Zarcam Amarr Royal Amarr Institute	Posted - 2009.01.18 16:07:00 - [5] Originally by: Qordel The real problem is that all this does is give spammers ten more channels to spam. Until CCP deals with that, the rest is moot. Exactly! I stopped using the rookie channel after the first day because of all the spam messages.
Gnomes Rock	Posted - 2009.01.18 16:09:00 - [6] Originally by: Qordel The real problem is that all this does is give spammers ten more channels to spam. Until CCP deals with that, the rest is moot. The biggest problem with rookie chat isn't the spammers in my opinion, it's the fact that when someone asks a question loads of people answer, and then noone can see the 4 questions that were asked while people we spamming answers for the first one.
Qordel Caldari School of Applied Knowledge	Posted - 2009.01.18 16:32:00 - [7] Originally by: Gnomes Rock Originally by: Qordel The real problem is that all this does is give spammers ten more channels to spam. Until CCP deals with that, the rest is moot. The biggest problem with rookie chat isn't the spammers in my opinion, it's the fact that when someone asks a question loads of people answer, and then noone can see the 4 questions that were asked while people we spamming answers for the first one. When was the last time you were in rookie chat? The spam to real-message ratio is easily 10:1 at best. --
SharpMango 14th Legion	Posted - 2009.01.18 16:49:00 - [8] Originally by: Selene D'Celeste A community volunteer program would be much more realistic than the hiring of additional staff. It most likely has a much higher cost+effort / benefit ratio than hiring additional employees. Re: Hiring New staff, you're right it costs money and is probably unneccesary. i do not know the existing number of moderators so i dont know if ccp would need more staff or not. However, hiring a few staff, who work from home on minimum wage to moderate the chat channel will still get CCP plenty of job applications. They do not even need to be full time. Re: The vets who help out in rookie channel. Yeah ur right, people do help out randomly, the main problem with taht however is that the ones who help out are all vets who have started new accounts. that is an impractical long term method of helping. and the vets develop no vested interest in answering the questions. Using vets on new accounts to answer questions as a viable strategy...is just a bit silly right now.. in any case, i agree with practically everything you say, this is just a bit of clarification on my part =)

ISD Libertina ISD STAR	Posted - 2009.01.18 16:54:00 - [9] DevBlog If you desire to help, I suggest reading through the blog and sending in an application.

Selene D'Celeste Caldari The D'Celeste Trading Company	Posted - 2009.01.18 17:22:00 - [10] Edited by: Selene D''Celeste on 18/01/2009 17:23:23 Originally by: ISD Libertina DevBlog If you desire to help, I suggest reading through the blog and sending in an application. Oh, so ISD has reformed as STAR more or less? I haven't kept up with the devblogs so I missed this, but have you all considered running a front-page news item on this for a few days? Edit: Oh, I thought ISD had been disbanded for some reason. STAR is a subset. Ahh, sorry for the confusion.
Gnomes Rock	Posted - 2009.01.18 17:28:00 - [11] Originally by: Qordel Originally by: Gnomes Rock Originally by: Qordel The real problem is that all this does is give spammers ten more channels to spam. Until CCP deals with that, the rest is moot. The biggest problem with rookie chat isn't the spammers in my opinion, it's the fact that when someone asks a question loads of people answer, and then noone can see the 4 questions that were asked while people we spamming answers for the first one. When was the last time you were in rookie chat? The spam to real-message ratio is easily 10:1 at best. Now that I think about it, probably 7-8 months. I'll go check the channel. =s
An Anarchyyt Gallente Battlestars GoonSwarm	Posted - 2009.01.18 18:05:00 - [12] Originally by: Selene D'Celeste Edited by: Selene D''Celeste on 18/01/2009 17:23:23 Originally by: ISD Libertina DevBlog If you desire to help, I suggest reading through the blog and sending in an application. Oh, so ISD has reformed as STAR more or less? I haven't kept up with the devblogs so I missed this, but have you all considered running a front-page news item on this for a few days? Edit: Oh, I thought ISD had been disbanded for some reason. STAR is a subset. Ahh, sorry for the confusion. And STAR has been around forever.
Spurty Caldari Technologic Dance	Posted - 2009.01.18 18:31:00 - [13] in the Channels, join Adoptions, its under the 'Help' category. I'm happy to help new members find their feet when I'm online. This is exactly where I went to after leaving the NPC corp to find out more about the game.
Sheriff Jones Amarr Clinical Experiment	Posted - 2009.01.18 18:43:00 - [14] I wish there would be a group of people that the playes chose to deal with this kind of thing...
Maria Kalista	Posted - 2009.01.18 18:44:00 - [15] The team that got disbanded where the peeps doing story events in EVE and got shot the moment their presence was common good. I just forgot their name. The thing that bothers me the most, is that you need to abandon your current main char if you want to become an ISD. At least that is what figured out after a dev responded to teh chribba, joking he was on his way (or something like that) to help out. Please correct me if I'm wrong. Another disturbing thing is that you cannot in public announce that you are interested in becoming an ISD. And then there are the tons of questions you might have before joining up, but there is no way to get answers to them. I've seen ISD's come and go. Some of the worst in help chat, when for example, a Mac user asks for help, reply with a "buy a real computer", and this just after CCP released a new premium capable client for the Mac. Some of the best I fear just faint away. We had 'coffeecup' who is AFAIK no longer there, and Gsilver shows his 'nose' less often then before. Granted, it is a volunteering job, and RL can easily break into that. But the new ones sometimes do not know what they are talking about, and I classify myself as a noob, or are way to stringent, rush in a conversation, without scrolling up or knowing what went on before, and tell people they should get back on topic, while in fact they are on topic. It is not an easy task. What you need, I think, is a firm coverage of ISD's in rookie & help covering 23 hours a day, maybe not even helping people out but just being able to kick every single spammer out after their first sorrow post. It would, at least for a while, make EVE look like a better place to game in.

ISD Libertina ISD STAR	Posted - 2009.01.18 20:11:00 - [16] Edited by: ISD Libertina on 18/01/2009 20:13:30 Edited by: ISD Libertina on 18/01/2009 20:11:14 There seem to be a lot of guessing accepted for facts, let me help clearing up most of them. ISD is the name for the umbrella organisation containing all volunteers. Think of it as an alliance in eve terms. Within that, there are several teams which are corporations in ISD. At present there are five teams: STAR, Bughunters, Interstellar Correspondants, Mercury and YARR. There used to be other teams which got discontinued, namely CRC (volunteer forum moderators) and Aurora (ingame events). All volunteers in ISD are in fact players from all parts of the game, corporations and alliances. Contrary to what was claimed here earlier, volunteers remain players and keep their characters and use a dedicated volunteer account for their volunteer work. As for STAR, CoffeeCup is still happily around and answering the forum thread linked in the dev blog. Rumours of his and Gsilvers death as volunteers are greatly exaggerated. As for covering the Rookie Help channel at all times a day; since we are in fact volunteers, there is no room for schedules, so we can not predict whether there will be someone around at any given time.

Qordel Caldari School of Applied Knowledge	Posted - 2009.01.19 00:01:00 - [17] I'm not going to join anything official, but I'd gladly help out new players in any venue that doesn't involve me having to sift through millions of spams every day just to see their communications.
Fayn Trak Gallente Myridian Trading Systems	Posted - 2009.01.19 01:04:00 - [18] I was at one point considering entering as a volunteer however I felt the time commitment required by my job would have stopped me from being all that useful. A herd of cattle A flock of geese A lot of isk
Selene D'Celeste Caldari The D'Celeste Trading Company	Posted - 2009.01.19 03:50:00 - [19] Originally by: ISD Libertina Text. Thanks for the clarifications =)
Mara Rinn	Posted - 2009.01.19 04:06:00 - [20] What I'm planning on doing is going to all the PC/Mac games stores in my local area and putting up posters to suggest that people buying EVE join my local help channel. If CCP was able to put a login-page advertisment in there for only specific hours of the day, I'd consider posting one of them too (in principle, I'm sure my wallet would be unhapy). Short of that, new players could be dumped into a rookie channel specific to their starting constellation, rather than having all rookies appearing in the same channel throughout the whole game.
SharpMango 14th Legion	Posted - 2009.01.19 13:19:00 - [21] Thank you for your replies Libertina. What you and ur compadres do right now is great work, within the existing framework, and as such it is as best as can be done. However you must have noticed, and surely must find it frustrating that not all queries can be answered. That is not because of a fault in the star department's work. It is because of a flaw in the way the questions are delivered. What im proposing is to in essence cut down the questions per channel by 90percent giving greater opportunity for reasoned replies. The replies in this thread also suggest that eve has many potential volunteers, who would be glad to help..if the format could be improved somehow, what i have to say, is just a humble suggestion towards taht.
Mara Rinn	Posted - 2009.01.20 01:00:00 - [22] Originally by: SharpMango The replies in this thread also suggest that eve has many potential volunteers, who would be glad to help..if the format could be improved somehow, what i have to say, is just a humble suggestion towards taht. When I started playing, I paid attention to Rookie Chat for about five minutes - by that time I had figured out that Rookie Chat was no more than a poor mans "Matrix" screen saver and left it closed. Rookie Chat needs to be split out to multiple channels, simply to allow rookies to see the answers to their questions on the same page!
Terra Mikael SRIUS BISNIS	Posted - 2009.01.20 04:33:00 - [23] I have a better way to improve rookie chat. Right click-->close tab ________________________________ Originally by: Korovyov You WIN! And by win, I mean suck horse manure.

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