First Stop, RuneScape; Second Life Next

Recently, I wrote about my inaugural foray into RuneScape. I don't know if I'll go back, but I'm glad I had the experience, because it provided an orientation, to a non-gamer like me, to Second Life (SL). Many of my good friends and colleagues are involved in the Second Life Library (SLL) initiatives (both teen and adult), and I've felt remiss in not checking out their much-lauded work.  Were it not for the involvement of Lori Bell, Matt Gullett, Kelly Czarnecki, Tom Peters and others, I don't know that I would have been so keen to check it out. 

Second Life is a subscription-based 3-D virtual world where residents participate in a local economy, and which more and more includes real life markets. SL's one million-plus residents interact with other residents, set up shops, hangouts and other venues.  Much of it is social, but real life commercial endeavors and non-profits have purchased space for development (like the Autism Museum that's in development).  I had a Saturday morning with no pressing obligations (save for my first life), so decided to set up an account.  (My SL resident name is Turtleneck Diqui.) I also asked Juniorette to concurrently explore Teen Second Life (TSL).

My initial impressions after two visits: creepy, confusing, intriguing, overwhelming, and compelling in an addictive way.  I can't say that I enjoyed it. While I enjoy blending into the non-touristy areas of new cities I visit in real life, I felt anxious and very much a foreigner in Second Life. While I could hear Juniorette shouting out about the orientation process she was going through, I somehow missed out on the adult version of orientation, and quickly found myself in an area where other "residents" were checking me out, asking how one "got it on" in SL, and in which one gent was calling attention to his massive male member.  When I communicated (by typing a message into the chat interface) that I was just looking for the library, interest in me as a playmate pretty much dropped off.

I hightailed it out of that area by "flying," and found myself over a body of water, which freaked out my virtual self as much as my real self is freaked out being in an airplane over water.  Once I got back on dry land, I managed to find Info Island and the Second Life Library.  Maybe it's because it was a Saturday morning, but I was disappointed to find it empty. Lack of staff has less impact in SL than it does in a real library, so I wandered around and checked out some resources.  I tried the virtual reference feature (a QuestionPoint interface), but it wasn't staffed in real life either.  So I wandered around to the different subject-oriented information access points in the library.  I'm not sure what I was expecting, but when I clicked on a kiosk and found a list of standard online web-based information sources, it was a little anticlimatic. For instance, when you are at the Genealogy kiosk, you get a list of outside websites such as Cyndi's List. Now that I think about it, there was something terribly uninviting about an unstaffed library. I realize that the SLL is staffed by real life volunteers, but I think my experience would have been so much more positive with a helpful presence. 

For me, my first visit to SL was too much like a visit to a real library might be for most users--too hard to use. I was also suprised at how much the SLL was modeled after a real life library, albeit with more comfy seating.  With so much discussion and insistence on meeting our users where they are, I'm puzzled at why a cutting-edge, virtual library looks and operates so much like a regular bricks and mortar library. 

I made a second visit last night, and found a bunch of people outside the library talking about the upcoming program with author JC Ripley (scifi author J R Hutchins, in real life), who has created a "walk-in" book within SL.  I'm pretty sure it was a group of SL Library principals, as they appeared to be discussing SLL operations.  Shortly after I arrived, many of them left, heading to the virtual outdoor auditorium where Ripley would be delivering his text-based talk. I hadn't planned to attend the talk as I was only going to be on for a few more minutes, but couldn't bring myself to exit SL.  It's not like I was enjoying myself or finding really compelling content and services, but I kept moving and clicking and playing around with commands, hoping to get more comfortable with my virtual self and its environment. 

After losing track of time, I realized that the talk was happening, and decided to lurch on over. When I got there, I found at least a couple dozen others seated on benches in the auditorium. I wasn't so much interested in the content as I was the process and interface. I thought it was going to be a live podcast, but SLL host Lorelei Junot explained that it was chat-based.  The other participants, including Ripley, were really enjoying the program.  It was very much a conversation, a jovial one at that.  Residents came and went, and the Info Island blog reported that over 50 unique residents attended the program.  It was pretty nifty, and I can see myself as an active participant in a program that's more up my alley.  I'll be putting the SLL blog into Bloglines in hopes of finding more compelling (to me) future programs. (As an aside: I almost made a dreadful faux pas upon my departure from the program. I clicked the "take off" command, thinking it would launch me from the venue, but instead got a sub-menu that said "clothes."  "Take off."  "Clothes."  Oh, my! I didn't figure it an appropriate setting for a striptease, so just logged off.)

I realize that my post here is somewhat counter to the very positive feedback garnered by SLL so far.  I hope it's taken as a constructive offering.  I do understand that SLL is ahead of the curve and a likely glimpse of how we'll be working as librarians in the future.  Right now, though, the model is unfathomable or irrelevant to 90-95% of those in the profession and about as compelling to most potential users as a bricks and mortar library.  I am interested in seeing the project succeed and not become an idea or destination based on the vision and planning of a few people who totally get it.  You know, like the real thing.

I've asked Juniorette to report to me on the Teen SL Library, and I will be showing SLL to my colleagues at La Crosse PL.

Comments

[Miles]

An interesting article - and one wonders how the criticisms and praise still apply one year or so on. Voice has now replaced text-based chat for a good portion of the InWorld experience: talks now can be given, and this makes any educative experience (from poetry to building instructions!) more of an accessible experience. In reaction to the thoughts of the author on the concept of the percieved need for people to construct what seem much like brick-and-mortar libraries within the virtual environment, one thought is that despite our virtual existence, the human need for us to have interactive environments which resemble our own RL environment is more of a psychological comfort. It is interesting to note that we also desire homes, chairs, and even displays of food which for our virtual selves can mimic the action of eating - whilst we do not 'need' any of these. It's a kind of liminal value which is pongiant, realistic to a degree, and has a charm which makes many SL users return. In experiencing the familiar in the strange new territory of the virtual, we help set new limits. And with the kind of development that we are experiencing in our technological advances (such as voice) we help to establish paths which seem reassuringly realistic on the way to a new view of Web 2.0.

lol i cant change my pass at runescape!!!....help?

[kgs]

I just, finally, read this post, which showed up in a month when I was not only not doing Second Life, but was really trying to do a lot of offline stuff.

Rochelle has good stuff to say here, things that echo my own SL experiences. I'm glad people are poking around SL, trying it out, but I'm also glad people like Rochelle take the time to share their impressions (including the question about why SLL is so much like a FL library).

[Adeghord]

Hi Rochelle,

I *just* found this post via Kathryn Greenhill and wanted to say thank you for writing this. I believe that it is *incredibly* important to hear as many responses to the SL and SL Library experience as possible.

I speak only for myself here, but I know that it can be difficult for staff to step back from something into which we've put so much effort and see it again from our newbie eyes. Many, many of the people involved in this project had never stepped inside SL until we heard about the new Library and many of us have experienced difficulties similar to those of which you speak.

SL is, IMHO, still pretty clunky. It's evolving constantly (as seen by the frequent required updates as well as the rapidly changing content.) To my mind, the SL Library is very experimental: it will take time to find out which brick-and-mortar qualities we could well do without and what VR qualities will come to replace them. The nature of the environment is such that we are limited in whom we can serve - access requires much of a patron, physically and technologically - and how we can do so. As mentioned above, web interactivity is on it's way, but not *quite* here.

In the meantime, it's very helpful to have a guide for your first few times in, and most anyone involved in the project is happy to help newcomers get acclimated.

Folks can also get a peek into what's going on via our web presence: the various Google Group email lists, the InfoIsland blog and the Second Life Library 2.0 worksite.

[Kelly]

"why does a virtual library have to mimic a bricks-n-mortar library is more than valid."

I agree that it is an important question to address. Though, I'd ask, 'what effect does a virtual library that appears to mimic a brick-n-mortar library have on how we think of libraries in virtual spaces?' Some might appreciate a similarity in style to what exists in real life, some might not and feel that might affect other things such as expectations about what the virtual space can do and is all about.
The other great thing about Second Life, is that if a building doesn't look right or is not what someone has in mind for what they would like a library to look like, we are free to build what we do want it to look like-which also has different effects on the island as a whole-but a variety of different styles of buildings can draw in various people perhaps. The Caledon (library) sim has a 19th century feel to it for example.

[Ilene Frank]

Rochelle, I'm giving you permission to find Second Life off-putting and strange (like you need my permission.) I had just about the same experience when I first logged on in June - including accidently taking off my clothes! (Fortunately no one was around.) However, after seeing postings from Lori and others, I decided to give it another try. I'm still stumbling into walls, but having more fun since I've met up with some of the interesting librarians there. Personally... I think your question about why does a virtual library have to mimic a bricks-n-mortar library is more than valid. It seems to me to be exactly the right question to ask! I also agree that an empty library is not that welcoming... though I've taken advantage of the alone time to poke around a little and try to make things work. I'm still pretty bad at it - but ready to go back and try some more. Hope to run into you in SL!

[Kathleen de la Peña McCook]

I signed up for the SLLBlog and another one for Educators. Both have been very helpful to get me oriented. I went to Info Island at times I knew there would be SL Librarians so I was able to obtain assistance. The tour was very focused and gave me context.
I was able to meet several colleagues there today and have a virtual chat and walk about. I see using SL as a positive addition to distance learning. Also, with the librarian designation people ask you things and you can give some help. This is a group of users who might not come to a physical library. I enjoyed observing the SL Librarians assisting SL beings.

I even did some GOTV!

[Matt]

Rohart,

You have certainly created a nice friendly discussion here. If I had known, I would've begged you to get in months ago. I think others have thrown around your thoughts enough. Although as you know I'm one who floats in and out of blogs with little or no attention to most of what is going on, but do make my attempts to read and view the thoughts of others. The points you make are certainly points that many have made and continue to make who work within the project.

The way that I look at it is that innovation has to occur from some point of reference and I think, as librarians, we create and build what we know, for that is our point of reference. Hopefully, once that is created, we will then massage and construct new realities for service and cultural interaction.

Yeah, it is easy to see what isn't nifty, usable or new about the SL Library project, but it is much more difficult to figure out what should be in such an environment. That has been what my quiet role has been throughout this.

More than anything, we need to think less about what is there and more about what it is. The richness of the 3D world is what this should be about. Some of the displays and projects are attempting to move towards such a beginning. The 2D web, as we have known it, is going to change in some manner that will, if not, fully immerse, at least incorporate some 3D elements. Why? Because that is what our generational users/customers/patrons will be accustom to.
They will by virtue of their attention be demanding it of us. If we don’t capture that attention, we will not have them within our futures. Not to mention that such an environment is much more human and interactive than the current 2D web.

I’ve probably said too much about nothing already, so I will shut up. I at least wanted to say hey, and thanks for getting involved.

: )
Matt

a.k.a. Ray Lightworker (Adult Grid) & Fidel Noe (Teen Grid)

[oh, please]

Give it a rest, Bleeding Edge 2. Flame wars are so old-fashioned, they're considered Web 0.5. Considering how, uh, passionate you seem to be about Second Life, I'm sure you don't want to be seen as old-fashioned and behind the, er, bleeding edge.

I also think I know who you are, and it wasn't that difficult to figure out. The clumsy writing, combined with the "I <3 <3 <3 Second Life" attitude, gives it away. I know you're young and fairly new to the profession, but learning to accept constructive criticism is one of the hallmarks of a professional. Nothing that Rochelle said was rude or offensive in any way. I thought that the tone of her post was very positive overall.

Take a look at the last paragraph of Meredith's comment above. You might learn something about how to react as a professional rather than shooting off at the mouth and resorting to personal attacks against people who were merely offering constructive--and intelligent, and well-stated--criticism.

[Matt]

Rochelle,

Welcome to Second Life! I'm glad you finally made it in. Are you ready to give us a hand? We could sure use your help.

Much Love,
Matt

a.k.a. Ray Lightworker (Adult Grid) & Fidel Noe (Teen Grid)

[Bleeding Edge 2]

I would also like to say that my comments do not and should not reflect on the entire SLL group. There may be a great many of them who disagree with me. They are my own and my own only.

[Bleeding Edge 2]

Dorothea, I believe that you owe many people an apology on the blog you write. You do not hesitate to be critical to others and to make judgements on the things they are doing. In fact, your blog is one of the most critical blogs out there in libraryland. m You do not consider your manner of expression or your criticism in any way so I find it a bit amusing that you think I owe someone an apology when you offer no one an apology. I think if you think I owe Rochelle an apology, you owe a great many people an apology and you should reconsider how you write your blog. I do not think you are in a position to judge anyone or decide who needs to issue an apology to anyone when you do not hesitate to critcize, put down and humuiliate others yourself. This will be the last I say on this matter. Before you tell others how to treat people, consider how you treat them. You are a very judgemental and critical perosn and your blog is so also.

[Dorothea]

Bleeding Edge 2, what part of "your tone is alienating potential SLL users, volunteers, and supporters" did I not make clear?

I think Rochelle considered both her criticisms and their manner of expression very carefully. I am absolutely *sure* that *you* have *not*. I believe it will be to your (and SLL's) considerable advantage to do so.

An apology to Rochelle would be a well-omened start.

[Meredith]

Wow! I have to say that I echo Dorothea's sentiments. The tone of some of these comments was extremely defensive and gave me the sense that criticism or debate is not welcome. I thought that Rochelle was looking at SL through a newbie's eyes and discussing her experience with it. I wish someone would come to our library here at Norwich and do the same thing. In fact, I want to hear all the criticisms -- what they had trouble with, what they didn't understand, what they don't like. That's how we learn and how we can improve our services. Because you want things to be intuitive to the first-time user and sometimes when you're so close to something, you can't see the little things that might be confusing.

Her discussion of Second Life seemed very balanced to me. She wasn't saying "people shouldn't bother with the Second Life Library." She was saying "this is what I had trouble with and what I didn't understand." And what is wrong with that? Are we saying that someone can't criticize or write their honest experiences with something until they've used it as much as you have?

Look, I have had a lot of the projects I have put my heart and soul into criticized by other bloggers. And it does hurt. But you know what... after feeling miffed for a while I realize that there are usually some valid criticisms and something I can learn from.

[Bleeding Edge 2]

Folks, it does not pay to think about the impression you create. If we did not do it, someone would. Dorothea, I don't care how geeky you are - I read your blog every dayand will continue to do so. Some will like it and some will not. There is no way I will ever get into institutional repositories. Does that mean I am going to criticize people who do? No, I am glad there are people that do. I think that bloggers should be careful before criticizing what other people are doing. Everyone has the right to be interested in what they are interested on. Let's let it end there.

[Dorothea]

I haven't tried Second Life yet (aaaaaaand there goes *my* geek cred). After reading the SLLers' responses to Rochelle's honest, constructive evaluation...

I don't want to try it. There There Bee Dragons.

Folks, it pays to think about the impression you create before you create it, hm?

[Kelly]

"I don't recall such defensiveness from RL librarians--just a willingness to step back and ask, "yeah, why are we doing x, y or z and how can we fix it."

A willingness to respond is a stepping back for me, it's not a defensiveness. 'Fixing it' is another issue-depends what the problem is.

We're always thinking of what it's like to be a non-sl user (and library user). I welcome your suggestions-I know you are no stick in the mud, and an early adopter, we welcome you, really :) You're one hell of an advocate but don't be afraid to help us make it better either.

[rochelle]

Thanks, Lori. I will try to participate Thurs night--gotta look at the calendar first. I do want to be helpful and not just someone who sits on the side and passes unhelpful judgment.

I'm guessing that one of the issues is staffing. Right now you have a fairly small pool of volunteers keeping it together. Having been a veteran of volunteer burnout, I know how difficult it is to keep things running. I would also guess that one of the next staffing leaps would be to ask RL libraries to participate and offer staff for SL. There may be lots of progressive front line staff who would love to have the opportunity to help out in that way, but you are going to have to convince their supervisors, directors and boards to commit staff time. That's where you'll run up against people who truly don't get it. I think there will need to be buy-in from people who are not the target market for SL. But, yes Lori, I'll be in touch. Thanks for the good conversation.

[Lori Bell]

Rochelle, I am doing an orientation Thursday night at 7 pm central for librarians new to sl. I invite you to join us or email me as to a time that would work for you. We are getting many new librarians who may be asking the same questions. We are also getting ready to look at our business plan and rewrite it for the next 6 months. I invite you to be on the committee as a new sl user as to how we can make the use easier - and you also have fresh eyes and could provide insight to those of us who have been in awhile. Please join us.

[rochelle]

Ah, where to start. First off--I absolutely expected strong response to my post.

Geek Chic--you understand what I was trying to say/do. Thanks.

Bleeding Edge--Kelly can tell you I'm no fogey or stick in the mud and that I've been persecuted for being an early adopter throughout much of my career. I don't think I'm whining and maybe I'm partially playing devil's advocate. I hesitate to offer suggestions at this point because I'm not sure what the project is supposed to be.

Kelly, Lori, et.al.--I do appreciate that SL is staffed by passionate, risk-taking volunteers and that it's very much a work in progress. I guess it was so different than what I anticipated that I'm not sure what the mission for SLL is or who the audience is, aside from regular SL users. Lori--it was such an overwhelming experience the first time that I couldn't figure out how to ask for help.

All--brick and mortar libraries have been criticized for a long time, much of it entirely warranted and plenty here on these pages. I don't recall such defensiveness from RL librarians--just a willingness to step back and ask, "yeah, why are we doing x, y or z and how can we fix it."

I've been thinking a lot this past week about what it's like to be a non-library user who has a need to use a library. I've been listening to patrons and trying to look at the OPAC, classification, everything, from the eyes of an overwhelmed library noob. It's been very helpful to me to experiment with RuneScape and SL and actually be the totally overwhelmed patron. Lori, you gave me the most helpful comment, which mirrors the way I approach patrons who confess that they are completely intimidated--"I'm sorry. We understand that libraries are hard to use. We really do want to help--just let us know how." That's good practice in librarianship and just about any place else. Thank you.

[Bleeding Edge 2]

You know - let's go back to the days before blogs. It is too easy for people writing the blogs and for the people responding to them to be very cruel and talk about things they have no experience with. GeekChip, have you ever been into sl? Have you ever worked on a project, put your whole heart into it and then had some blogger who experiences it once cut it to shreds? Again, before you bloggers with a large readership criticize a project, why don't you get involved and experience it for yourself instead of just jumping in and criticizing. For all I think of blogs, this type of thing is very damaging. I think bloggers should go back to one of the first rules of etiquette: if you can't say something nice don't say anything at all, especially something you know nothing about. Geekchic, I do not know you, but before you and others are so critical, get in there and help be part of the solution. We could use the help and you might have a great idea that might make a great difference to a new user.

[Kelly]

'Newbie bashing'? I don't consider Rochelle a newbie to libraries. A newbie to SL-yes-of which if she is a newbie (or not) is perfectly entitled to her opinions-whether they are criticisms or compliments. While her comments are appreciated to give us insight, there is also a context with it.

Libraries that are unwelcoming, intimidating, and confusing in real life do not only apply to new patrons but to regular users and other fellow librarians as well.

I'm not surprised that a new person to SL would not 'ask for help, take classes or take training sessions' -that's why I said it's up to her to find out. It's her right and her decision.

[GeekChic]

Goodness... the SL fans are quite touchy aren't they? Of course, newbie bashing is pretty typical of online sites like MMORPGs so I guess I shouldn't be surprised. I just have a few questions for those that aren't happy with the questions raised by the post:

- Isn't one of the bad things about current libraries and OPACs the fact that they are unwelcoming, intimidating and confusing to new patrons? It seems to me that Rochelle is just making the same points. Of course, if you don't want new users - maybe that's the whole idea.

- Many RL library patrons will not ask for help, go to classes or take training sessions. Why are you so surprised that a person new to SL or SLL would behave differently? I thought that one of the points of L2 was allowing for patrons that want to do things for themselves and in their one way? Again, if you don't want new users - especially the non-tech savvy - then maybe that's the point.

[Kelly]

Comments #2. It's me again. You might not know this, but most all of the labor that went into building the vision, services, programs, and that which continues to do so is by volunteers. Show me a library which is made up of all volunteers, and I bet it doesn't have half the knowledge, drive, or output as these librarians and other organizations do that were and are part of creating SLL 2.0.

You write, "With so much discussion and insistence on meeting our users where they are, I'm puzzled at why a cutting-edge, virtual library looks and operates so much like a regular bricks and mortar library."

If this is a criticism, my response is, 'so what?' if it looks like a regular bricks and mortar library? While it doesn't, if you do look close enough-the biggest problem with that is perhaps those that are most comfortable in online environments, might appreciate the library having a presence in SL, and then might actually visit their local library. Hmmmm. . . . .

I think of virtual life very similar to real life. If being in SL is irrelevant to 95% of the profession, they're doing a great job in keeping library services irrelevant to their users. We live in a virtual environment in real life. We communicate heavily with technology, credit cards, identities, etc.. So why is it such an expectation that SL should be completely different? It is and it isn't. It's up to you to find out.

Oh-and the library not being staffed 24/7 in SL-you tell me where it makes sense to pay librarians in real life to tell people how to log on to a computer eight hours a day. SL is a self learning environment. We do staff the library but when it's not, people rely on other ways to find their way. Messages can be left for us, notecards can be read with information, kiosks with information are throughout the island and live help in the environment is always available.

If we want to talk digital divide-I run a book club at a local jail. If I have anything to do with it, we have wireless, we have laptops, and we have Second Life. This is a whole new world I will not deny those that I serve with the skills they will need to find useful for the 21st century. This is my job and my responsibility that I see it.

[Bleeding Edge]

So I wonder... how early of an adopter of the web were you? Your criticisms of SL are the really obvious jabs that most who are new to the environment throw out. So many people were frustrated by the web when it first came out, too. Some of us still are, but rather than deciding to ignore it, we roll up our sleeves and work to make it better.

Whining has its place, but you reach your conclusions that it is an irrelevant platform after one try? I'll bet you were one of those folks back in the early 90's who thought the web was too clunky to ever really be adopted.

Why not suggest tangible steps that you think SL or the SLL should take to improve things? I think that if you feel the need to publicize your opinions on a blog like this, the least you could do is move beyond just whining and actually be a thought leader and tell everyone what libraries will be doing in the 21st century.

[Lori]

Most shops in sl are totally unstaffed. Usually in the evenings there are several librarians on Info Island to show people around. With a volunteer effort it is impossible to staff 24/7. I wish you would have asked for a tour or orientation or taken one of the classes we offer instead of basing your experience on one experience. If you could have seen the neat things people are working on to truly make this an exciting 21st century library, I think you would have been more excited. Maybe it is irrelevant to 95 percent; however most new technologies are. I urge you to ask someone to show you around and show you some of the things people are doing and trying before being so negative. I also remind you we have only been there 6 months. I invite you to be involved and help us make it what a 21st century library could be.

[Kelly]

Hi Tinfoil and Juniorette. Glad you visited SLL. The reason why the library on Teen Second Life can't be found is because it is set to private. We are working on finding a core group of interested teens as well as adults to create programs and services for the island. If you're interested in participating, check out the web site. We're working on posting information around the island as well. Sorry you couldn't find it.

As far as your post being counter to the positive feedback-we've gotten our share and continue to do so of varying opinions which is the same in real life-so keep sharing the constructive comments :)

In terms of being very much like a real life library, others involved in the project can speak to it as well, and better than me, but this is where we're at. This is where Linden Labs is at in terms of their technology with Second Life. While chat might not be a very sophisticated mechanism for communicating for example, or there are a lot of sites that take you out of world-this is where we are at. Once html gets encoded directly on objects, it will hold true to more of the immersive experience.

We're also developing models of evaluation for the project which hopefully indicates that we're doing things differently than we can in real life. If the model is irrelevant to 95% of the profession, that does not mean that it's that irrelevant to those in SL and those that might not use a RL library.

[Juniorette]

I can't quite friggin' FIND the library yet. I get lost everytime I go and fly around. If someone would be so kind to help me out, my SL name is Geist Ceres.