|
History
| Log In
|
|
|
|
|
|
[
Permlink
| « Hide
]
wildefire walcott - 05/Jul/07 01:49 PM
This exact situation happened to me just yesterday. I wonder if a simple, well-worded confirmation dialog on profile mutes would address this? She clearly muted me accidentally, as she really needed my help.
Added a screenshot for a suggested implementation of a red "MUTE" button with an integrated status indication. Click once, Mute on.. button lights up now says muted. Click again, light goes off, button says "Mute"
renamed issue to reflect the actual suggestion for change.
I've retitled this to reflect the latest updates.
Re: (4), what current languages is it not correctly translated in? I checked... English - Mute French - Ignorer German - Stumm schalten A separate issue should be filed for translation errors. Insofar as usability, how are you sure they muted you and didn't run into another usability problem? Please provide more specifics. But that's great info, Winter -- the mockup is appreciated too. :) I agree the Mute button should change state to convey after someone has been MUTED. Also remember you do see the "Muted Residents & Objects" window come up after you mute someone. I'll import this internally so our UI and International gurus can check it out. "how are you sure they muted you and didn't run into another usability problem? "
That question right there, Torley, should show you one massive oversight. There is no "definitive" method by which a user can determine if they have been accidentally muted. And without a means by which to communicate this fact TO the person who has muted you (by virtue of the fact that you are muted) there's nothing you can do if this happens by accident. There is one clue however, that can be used, and that is the "instant inventory refusal". I will refer you to an offsite link, because I don't want to pollute the jira with a LONG narrative of a capsule incedent that describes the problem so perfectly. http://zebragrrl.livejournal.com/156812.html In this situation, a paying customer had a technical support question that I was unable to answer.. and even through the help of friends I was unable to discover that I had been muted until the conversation had ended and the customer had left angrily, never to patronize my business again. Others have recounted similar experiences to the post linked above.. this is hardly an isolated issue. I'm sure, IF SL retains these people long enough, they will learn what "Muted" means (the text next to the name in the nametag). But how many of those people who leave early, have inadvertantly muted everyone they've asked for help before they could respond to the request? And why isn't there some way for US to know when we're talking to someone who can't hear us? if we had a way to edit posts, I could go back and put "warning, contains some adult imagery" next to that link....
^ Thanks much for taking your time to explain this in such detail, Winter. That "massive oversight" is something I've wondered about before, too. I've pinged some of our usability gurus about this.
Discussed on Internationalization Triage, 2007-07-27. http://wiki.secondlife.com/wiki/Bug_triage/2007-07-27/Transcript#VWR-1563:_Profile_Mute_button_should_display_muted_state_.28confuses_international_Residents.29
I note from the triage notes that this issue is supposed to be assigned.
Jira has no assignment data. I this is not assigned, I'm willing to work on it. Paul. Linked because several issues relating to IM and muted residents are being worked on at the same time.
General need (from 31-July-2007 UI triage) was that the issue needs careful thought and a coherent fix. Min points, user should see that a resident is on their mute list, and user should be 'warned they are about to unmute' / 'permitted to cancel' when sending instant messages to the muted resident. We're looking at this as part of a larger "umbrella" with better status display, e.g. inworld voice indicators "I'm voice enabled but not listening".
Paul, thanks for offering -- can you please share more about your ideas of how to improve this? We'd welcome them, along with any user interface mockups you may have. :) (had to leave the UI Triage)
OK : I'll develop a prototype and share it here. Expect something by 21-Aug-2007 (ready for triage.) Personally, I believe that muting residents shoud either not exist - or nor persist. But that is merely my opionion - I have done well without ever muting a resident, i merely need to mute the occasional shouting object.
However, I believe there should be a clear and obvious indication to both the muting and the muted party, when a mute is in place. In IM, there should be a response "XXX has muted you" Inventory should be rejected with "XXX rejected your inventory offer because you are muted" In world, there should be something in his name tag that tells you. So often I have wasted my breath (fingertips) to try to help a newb customer who muted me accidentally, even employees have accidentally muted me before. If you know it must be accidental, having positive indication will let you bring in a friend right away and get the issue resolved. About the only counterargument is that, if you can see someone muted you, you can "revenge" yourself... and that is perfectly alright, I think. I f someone mutes me, intentionally, I ban them from all my land, anywhere in world, in response. That is my right, and I _should_ be able to excercise it as I see fit. So, there is no reason to have mutes as sneaky as they are now. Changed to "New Feature" because it looks like it'll require enhanced functionality and UI design.
This is not a problem with international residents only I'm afraid. After changing my SL box vendors from "Touch to Sell" to "Touch to Pay" with a script, the customers have to accept the items they paid for, through the *recently* introduced 3-button SL dialog with ACCEPT, DISCARD, MUTE buttons. Only after this dialog box was introduced, accidentally muting a resident became very common and easy to do.
After this change, as many as three residents per week (not only newbies or international residents but *old* residents as well) send me the now familiar to me "I paid but I never received the item" so I need Alts, friend and considerable amount of my customer service time, in order to solve the problem. Not to mention the badmouthing our businesses probably receive. Most of the above mentioned solutions could solve the problem, personally I support the solution discussed on Jira http://jira.secondlife.com/browse/VWR-1735 Once or twice a week, this seems to happen. I have a customer who does not receive an item from one of my vendors. After some attempts to contact them and to give them the item, I realize that they have muted me. I will try to contact them through friends, but if I do not speak their language, it's even worse.
I believe that it's because of these ACCEPT, DISCARD MUTE buttons. I also think people are hitting mute when offered a notecard. I don't think that if you mute an object, it should mute the avatar as well. At least not for the first mute. Here is another suggestion: When you IM someone who you have muted, the client should immediately give you feedback like this: "You have muted this resident. Unmute them if you want to hear their response." This happens literally every day in our business, 7Seas Fishing. And those are just the cases where we're able to successfully diagnose that we've been muted, before the person runs off in a huff or leaves us bad SLX feedback or threatens an AR or generally becomes abusive because we "aren't responding."
Because the default dialog box for offering an object has "mute" as the third button, people accidentally hit that instead of "discard" for fish they don't want another copy of. And since there's no confirmation, they get very confused why all of a sudden they're not receiving the fish they DO want. Similarly, every couple days someone decides to send one of the game's creators or our customer service rep a message. Often it's clear that the customer wanted to send a friend request, because they usually do so -- and around that same time, either before or after, they also manage to hit the "Mute" button 2 millimeters away without realizing it. I know that because it keeps happening over and over again and the pattern of friend+mute is very obvious, particularly because in at least some of those cases, we're able to successfully track down the customer through an account that they haven't muted yet to explain what's going on, and they confirm that they "don't know how we got muted." That's assuming they don't hit "mute" instead of "add friend" on our alts, too, which also happens. At one point my brother had to go stand in a customer's shop with a giant sign saying "You muted us all, that's why we can't deliver your items and haven't responded." We _really_ shouldn't have to go to such extreme measures. So, the usability is running quite counter to the presumed intent of a useful feature. I believe as a result that both business owners and customers are in dire need of a confirmation box when muting things. I understand wanting us to able to quickly mute something abusive, but the extra second it takes to click "yes, I want to mute this object or person" is nothing compared to what appears to be the majority of the time: cluelessly muting things they WANT to hear. Yes, as Torley pointed out, when you click mute it pops up that little list of muted items and objects. But usually that's beneath your communication window and judging by just how often this happens, clearly that's not enough for people to realize what they've done. Every time I log in an alt to corner the person and patiently explain how to check their mute list, then (assuming they aren't terminally angry at me over their own mistake) they ALWAYS say "gosh I didn't realize that happened" or "gosh I didn't know how to even find my mute list". And these are not all international or newbies, they're people who've been in SL for more than a year... As for interface in the profile... I suspect the difference between "mute" and "muted" is a bit too subtle. How about "Mute" being the default view of the button, and then when you click it it turns into a red "UNMUTE" with that (?) next to it so they can figure it out if they still understand? That ought to make it really obvious to the folks who've clicked mute rather than add friend. This is the #1 usability issue making my SL experience unpleasant. I finally decided to try and track down a JIRA entry about this... glad/sad to see there is one. Thanks for reading all this... |
|||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
 |
|
New Feature
Open
Normal
Profile Mute button should display muted state (confuses international Residents)
