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Rookie channel has exploded, send help!
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Iria Ahrens
Space Perverts and Forum Pirates
#21 - 2016-11-19 16:08:14 UTC
Don Pera Saissore wrote:
You are not doing them a favor by holding their hand


a lot of the rookie questions are dealing with broken functionality or the interface. These problems need to be resolved quickly so that the newbies don't get frustrated and quit.

My choice of pronouns is based on your avatar. Even if I know what is behind the avatar.
mkint
#22 - 2016-11-19 16:42:46 UTC
I like helping in Rookie chat, always have. I like how fast the questions come. It becomes a game in how I can put the most useful answer in the shortest response as fast as possible and fire them out as quickly as possible. I feel like we help at least 80 to 90% of people who come in asking questions, even if the answer is "yup, that part of the game is hard." And when we don't, the answer is often "your question is broken, but we'll do what we can." Sometimes, if chat is super busy, I'll send people to the slower regular help channel for more detailed answers, like for fitting advice and stuff. I don't think there is an easy solution here, except maybe building a system that splits it up into categories like the support tickets. But yeah, then helpers would have to monitor multiple channels, which could be annoying.

Maxim 6. If violence wasn’t your last resort, you failed to resort to enough of it.
Gillia Winddancer
Aliastra
Gallente Federation
#23 - 2016-11-19 16:51:59 UTC
So...how do you get into the rookie channel? I don't see it listed in the help section...got a bit of spare time and all so...
Algarion Getz
Aideron Corp
#24 - 2016-11-19 21:07:31 UTC
There are 7000 people in the channel right now .... A new question every second.

This is NOT a good way to help newbies.
Mike Azariah
The Scope
Gallente Federation
#25 - 2016-11-19 23:32:05 UTC
4000 in rookie help does not mean that 4000 are asking questions. A small group ask and the rest lurk or ignore. This is I prefer not to go to private channels. Each answer I give I would rather hit more ears and eyes than just the person that asked.

I also like to see the answers others give as we share links and simpler ways to explain things.
m

Mike Azariah  ┬──┬ ¯|(ツ)/¯
Khergit Deserters
Crom's Angels
#26 - 2016-11-20 00:03:42 UTC
Very nice that 6k rookies around though! I may make a toon and hang out in its starter corp channel.
March rabbit
Aliastra
Gallente Federation
#27 - 2016-11-20 00:10:47 UTC  |  Edited by: March rabbit
Harmanpreet Singh Mattu wrote:
You can join Rookie Help by searching for it under "Help" in the "open channel window". You don't need to make a new / alt account to access it.

Vigirr wrote:
the better the chance that said newbies won't quit because they chose to mine...


Dear God! I'm coming to help! Shocked

My alt happily mines for last half a year.... Never complains Cool

to the topic: one could say that if you are going to get more players (mostly new) it would be good to prepare somehow.... What?

The Mittani: "the inappropriate drunked joke"
Hal Morsh
Doomheim
#28 - 2016-11-20 02:20:49 UTC  |  Edited by: Hal Morsh
Harmanpreet Singh Mattu wrote:
Well, here's my two cents.

I'm happy to help new players, but I can't handle being in that hamster wheel for more than 10 min before my eyes go blurry Ugh

Private chat is a good idea.


CCP trying people hamsters out now? I can try to help.

Edit: Don't have a new account.. If EVE ends up like runescape in space I can guarantee that help channels always spinning.

Oh, I perfectly understand, Hal Morsh — a mission like this requires courage, skill, and heroism… qualities you are clearly lacking. Have you forgotten you're one of the bloody immortals!?
Garcon1 Grosjean
NewibeLight.Inc
#29 - 2016-11-20 03:05:55 UTC
I would love to help but cant seem to join! Big smile Missing out on helpin all the newbros
Fluffy Orlenard
Federal Navy Academy
Gallente Federation
#30 - 2016-11-21 05:34:40 UTC
How about like the professional support websites with more than 1 tech support guys.

You go in the channel and the first time you join it ask you,what do you to do and you get 2 choices either help or ask questions.

if you ask questions you wont see except your question. the people who wants to help you will view all the questions all they have to do is create a chat session from you....

this chat system sucks for this. They need a rookie chat session system like all other chat live support. That would fix the problem right away
Vigirr
#31 - 2016-11-21 07:03:29 UTC
Fluffy Orlenard wrote:
How about like the professional support websites with more than 1 tech support guys.

You go in the channel and the first time you join it ask you,what do you to do and you get 2 choices either help or ask questions.

if you ask questions you wont see except your question. the people who wants to help you will view all the questions all they have to do is create a chat session from you....

this chat system sucks for this. They need a rookie chat session system like all other chat live support. That would fix the problem right away


Newbies learn a lot by just being in the channel and reading other people's questions and answers, it also helps (somewhat) to lower repeat questions. On top of that Rookie channel really is the first social interaction newbies will have which is very much needed to help convey the player interaction bit of EVE.
March rabbit
Aliastra
Gallente Federation
#32 - 2016-11-21 09:17:07 UTC
Vigirr wrote:
Fluffy Orlenard wrote:
How about like the professional support websites with more than 1 tech support guys.

You go in the channel and the first time you join it ask you,what do you to do and you get 2 choices either help or ask questions.

if you ask questions you wont see except your question. the people who wants to help you will view all the questions all they have to do is create a chat session from you....

this chat system sucks for this. They need a rookie chat session system like all other chat live support. That would fix the problem right away


Newbies learn a lot by just being in the channel and reading other people's questions and answers, it also helps (somewhat) to lower repeat questions. On top of that Rookie channel really is the first social interaction newbies will have which is very much needed to help convey the player interaction bit of EVE.

Maybe it's just me so antisocial.... But i never used Rookie Help channel as source of information. Tried to ask question once of twice, didn't get response (or missed it in lots of messages there) and never looked again.

Tried to provide help once. Not sure if anyone actually read my answers to questions tho. So failed here too....

The Mittani: "the inappropriate drunked joke"
Vigirr
#33 - 2016-11-21 09:58:45 UTC
March rabbit wrote:
Maybe it's just me so antisocial.... But i never used Rookie Help channel as source of information. Tried to ask question once of twice, didn't get response (or missed it in lots of messages there) and never looked again.

Tried to provide help once. Not sure if anyone actually read my answers to questions tho. So failed here too....


Apart from the official ISD there's a bunch of us who through the years have been quite active. Mike is one of them, me (using... "various" characters) and some other have been around for years. We all have our own expertise,way of doing things and downsides: I tend to be quite harsh on whiners or people I feel are lazy, Mike keeps posting **** fits (<3) and there's some other folks with their own idiosyncrasies.

We do help a lot: sometimes with easy/obvious answers, sometimes explaining stuff in detail or trying to convey what eve actually is. I used to have YT channels with guides and am contemplating starting a new one. But we can't be everywhere, help everyone and be online and active all the time. Late US time zone is the most lacking (around 5-9 EVE time) and has the least amount of ISD.

Apart from that it takes some experience to help newbs, and the realisation that you need to use a newbie's perspective when it comes to giving answers (yesterday a newbie asked if it made sense to have 2 reppers instead of one and someone started talking about the tripple rep Myrm... How is that a useful answer for a newbie trying to fit 2 reppers to his newb fit pve frigate).

We always need more people who are willing to help out on a regular basis :)
Desert Ice78
Gryphons of the Western Wind
#34 - 2016-11-21 11:12:29 UTC
I actually logged in for the first time in months to try to help but couldn't join the channel. Too bad so.

I am a pod pilot: http://dl.eve-files.com/media/corp/DesertIce/POD.jpg

CCP Zulu: Came expecting a discussion about computer monitors, left confused.
Sitting Bull Lakota
Imperial Academy
Amarr Empire
#35 - 2016-11-21 12:44:12 UTC
Vigirr wrote:
For obvious reasons Rookie channel is busy as hell and there haven't really been more people helping in there. We need more folks to help out, be they ISD or (gasp) CCP putting in extra effort or just more vets/players with a clue. The more knowledgable folks we have to guide the newbs, the better the chance that said newbies won't quit because they chose to mine, give up due to a lack of help or are given terrible and mistaken info (which happens a lot).

There's several ways to join rookie channel, 2 obvious (ISD and new account) and one less obvious way. If you're an older player who's willing to help out but can't be bothered to make an alt account then you too can learn the art of space magic which grants entrance. To learn about this space magic just mail me, or ccp could just hire more ISD (and I do mean hire).

Just out of curiosity, whose idea was it to dump all the fresh faced new players into a chat that can't be accessed by veterans unless they know how to write their own link to it?
Memphis Baas
#36 - 2016-11-21 13:15:36 UTC
Honestly the new alphas have better chances with their questions if they ask them in the local chat channel. Maybe set a MOTD to the Rookie channel that if your question doesn't get answered, to ask it again in the local channel; veterans who are doing the alpha tutorial and career missions and see the questions in local can provide more focused help.

As far as dealing with 6,000 people all asking questions at once, the only things that I can suggest are:

- make the chat window big
- open a web browser on the side and preload a bunch of the UniWiki and EVE Support guides for cut/pasting links
- pick a topic and only answer that topic / coordinate with the other helpers so that most topics are covered

But the biggest thing is: CCP needs to make a text detection chatbot that can figure out the topic of a question and auto-link the most likely guide that will cover it. Grab the text, cut out the "how do I" or "why can't I" parts, send it to google (they have a kick-ass algorithm) and link whatever eve-related article google finds, esp. if it's from the helpdesk knowledge base.

Or, as an alternative, CCP can also increase the responsibilities of the tech support department to include "live chat" in the rookie help channel. Or re-route the rookie help channel to outside the game, to the tech support people. Or disable the rookie help channel and add an option to open a "live chat" ticket, where the conversation between the rookie and the CSR gets recorded to a ticket (and the situation gets resolved, hopefully).
Vigirr
#37 - 2016-11-21 13:25:05 UTC
It's doable tbh. As Mike said not everyone actually asks questions, most stay silent.
mkint
#38 - 2016-11-21 13:35:36 UTC
People in this thread keep saying to get rid of the channel. Pretty sure that's not the right answer. I recall being a rookie before there was rookie help, and using normal help chat to ask what the (equivalent at that time) non capsuleer logoff timer was. No searches turned up anything useful, and even help chat didn't have a good answer for me. Nowadays there are more informed people around who can both decipher the question and can present the answers in a clear succinct way. Rookie help does get busy, and yeah, some people fall through the cracks, but the imperfect system works pretty well, and drastic changes could easily ruin the parts of it that make it work. Really, sometimes the busiest the channel gets is when multiple people are answering the same question, and it's the volunteers that need to have restraint.

Maxim 6. If violence wasn’t your last resort, you failed to resort to enough of it.
Othran
Route One
#39 - 2016-11-21 13:51:41 UTC
I'm not in the Rookie channel but one of my alts is seeing some fallout from the Rookie channel in a npc corp channel.

Would people please STOP recommending that newbies join the corp recruitment channel - its unlikely to end well for them as its always been wall-to-wall spam in there, with plenty of the old "we'll move your stuff" scams.

Part 1 of the "How to find the corp that is right for you" sticky over in "Eve New Citizens Q&A" :

"1. The recruitment channel. Personally I avoid the recruitment channel like the plague."

You know it makes sense peeps Blink
Spacing Cowboy
Perkone
Caldari State
#40 - 2016-11-21 17:40:09 UTC
I think.. i hope.. that maybe a pointer to "ask in local" might work.
This is just to much , to fast..


We got somewhere a list of "starter systems ?"
( i can't remember what one's they are )


And just *hope* / and assume that our fellow , more experienced players do not go on a all out troll/scam fest.



Positive.. lots , lots and lots of potential new players