The Volunteer Train - CHOO CHOO!!!!

Somebody gets a lot more traffic than I do! One of the more popular ourWorld blogs must have posted about the volunteer program because over the weekend I have received hundreds of new requests from ourWorld players who want to be volunteers. As most of the requests have come from qualified players (over 13 years old and over level 30) it looks like there will be lots more volunteers in the next day or so.

This is very good news, as we'll want a lot of volunteers to make our new Helper program work.

Following the next update (scheduled for Wednesday, Feb 24th) all the volunteers will have the option to help other players. If they turn on the Helper tool, they will get alerts when somebody requests 'Live Help'. The system will transport them to the players room and they will (hopefully) be able to answer questions. It's a pretty simple system, but if our volunteers do half the job I think they can do, it'll be a great boon to new players trying to sort out our game, which has become quite complex as it has grown.

Adam!!!
www.gameguts.blogspot.com

Shut My Mouth, Open My Ears

I've been struggling with how to manage the ourWorld volunteers for around six months. Everyone agrees we should have them, but what they should do (and why they should do it) have remaining frustratingly elusive questions. To make matters more complex, the players really want to be volunteers. Requests to join the program (such as it is) have been staggering.

I realized, just yesterday (around six months late) that what the volunteers do is important, but a distant second to what they are really for. The primary job of the volunteers is to tell me what they think. My most important job is to listen to them, with all other jobs remaining important, but not the first priority. My old strategy for meeting the volunteers' needs was finding things for them to do. By doing that I would somehow take a step towards solving all the challenges of a volunteer program.

Starting this week, listen first will be the my volunteer motto. Listen and act.

Note: Listening is not the same as agreeing. The answer to many volunteer issues will be 'no', but it will be a considered answer, and an honest one.

-Adam!!!

Super Tourists

When I first wrote the series of posts covering Tourists, Customers, Fans, and Super-Fans, I wasn't in the Virtual World business. Now that I am, I want to re-explore Tourists. Not just any Tourists, Super-Tourists!


Quick recap: I call the players who are using the free version of your product Tourists. They are checking it out, and maybe they'll pony up some cash and become customers. (Note: Tourist is the literal name of non-paying players in ourWorld. I don't know if that's coincidence or not. I came up with the term Tourist long before I ever heard of ourWorld.)

If you are a player with a free membership this is what you offer:

• You might buy something and become a Customer.
• You contribute and enhance the community, increasing the value of the game for Customers and Fans
• You may refer other players to the game, so even if you never become a Customer, you may be responsible for someone who eventually does.

Note: A Tourist who doesn't do any of those things may be harmful to your game. Community contribution is subjective, and freeloading troublemakers can be an issue. Tourists who constantly use up the time of your support staff can also be an issue. I hate to cut anyone loose, just in case there is potential, but sometimes you have to.

Super Tourists are players who bring a lot to the table, besides their own money. They are as involved as a Super Fan, only without the check-book. They enhance the community by having a lot of friends and being fun to play with. They refer a lot of players to the site, many of whom become customers. For games where volunteers are needed, they're front and center. It's generally accepted that volunteers don't do it for the 'stuff', but for recognition. It may be that Super Tourists require more 'free stuff' than normal customers because their lack of spending limits their experience.

As I've recently posted, ourWorld has just started an assortment of reference features (click the avatar in the sidebar!) but we haven't started ID-ing Super Tourists yet. I'm not even sure how many (if any) there are. I'm going to look into it.

-Adam!!!