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 Posted: Mon Oct 13, 2014 8:06 pm
Staff - User InteractionOctober 13th, 2014: Zero Omega EbeleRoderick Hello, staff. While I appreciate this form of communication back, we've needed it for a while, so I hope you're prepared to properly answer some of the serious questions from the users in here. I feel that in order for the ATS threads to work, there needs to be honest responses that don't undermine the issues we're concerned about. I've bolded my own questions and put my thoughts on them underneath, the latter being because I still care about the site and only wish for it to get better than it is now. I hope that my post gets a proper answer, or at least acknowledged. 3.) Can there be a better way of responding to some of the feedback in the Site Feedback forum (and others) in the future?I'm concerned about some past staff responses to pressing issues that users have had throughout the year, and I personally felt that they were patronizing towards the community as a whole with how passive and out-of-touch they were. I remember a staff member stating before that you guys do read through Site Feedback, but I don't feel that the forum is relevant when there's not many staff members showing more presence there. I think a beneficial way to handle feedback is to have more staff members who work on specific features come in to answer concerns and willing to create compromises where it’s due. Site Feedback: We definitely don't want users to feel like we're patronizing them, that is not the case at all. We can definitely take a look into how we reply to SF and other threads to ensure that we're doing our best to answer any concerns/feedback without leaving you feeling like we aren't taking the issue seriously. Zero Omega Nenanah Can you guys start posting in the SF and GCD fourms again? I remember seeing lots of userbase and staff interaction in there now you guys like disappeared... I think you guys posting and answering questions put everyone at ease... SF/GCD: Of course, we still do post on occasion. Keep an eye out for more of our posts in the future. Narumi Misuhara Kain-Senpai 2)Do you guys plan to open up more avenues of communication, so the users (those that choose to know, anyway) know what is going on with the site? 2. Yup, I'm toying with a weekly hangout thread among other ideas. Princess Angelishia Junice X Is "Ask The Staff" going to be a weekly, monthly or just a one time thing? Weekly! Princess Angelishia Zero Omega Quibuz i have 2 questions for the staff: Can someone make a list of all current gaia staff and support members? the old list is extremely outdated.
1. We'll see what we can do!
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Posted: Mon Oct 20, 2014 10:50 pm
October 20th, 2014: Zero Omega Proletariat Porno MiscCan you guys try to be more responsive in forums overall? I know for a fact multiple users quoted Princess Angelishia in this thread requesting she make the opening post more clear because a good majority of people were (and still are) requesting more masculine/feminine versions of some items instead of suggesting items that are genderlocked without a single response. This is only the most recent thread where I can think of it happening, but it's not a one time problem by any means. Yeah, definitely. We try to post where and when we can. Sometimes we aren't able to actually address questions or comments after we've posted. Please keep in mind though that quoting a staff member is not the appropriate way to actually get their attention so if you have a follow up question or feedback about something, your best bet is filing a ticket if it's appropriate or continuing to post in Site Feedback. Keep an eye out for more of our posts in the future! bluealaris Zero Dream ItemHave you guys considered an 'official' recolor subjestion thread ? :3 I have so many things I would love to see ! That's a good idea! We'll look into it. Zero Omega L`Tisha About This Staff TalkThank you for having this! Could all staff members be listed in the first post so we know who we're talking to and can follow their answers, please? We'll try to remember to do it for future ATS threads, can't promise we'll do it for every one though. Zero Omega Lyla Amore Misc How often does the staff visit the SF? (Sorry for many posts, but you asked for them in different posts.) Literally every day, however due to time constraints we don't post as much but we do take feedback into consideration.
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Posted: Mon Oct 27, 2014 7:19 pm
October 27th, 2014: Narumi Misuhara Lyla Amore MiscYou denied an opt-out for announcements saying it was the only way to communicate with users. What else do you communicate through announcements besides Gaia Cash sales and will you consider a filter option? We communicate updates from 3rd parties, feature updates, and event updates! At the moment there are no plans for filter options. Princess Angelishia Vile Faust Misc.This is the fourth time I have asked this and the fourth time I've been ignored. It's an incredibly simple question with possible benefits for each party: I am wondering if the staff has any plans to actually make their announcements more efficient? No one is happy about receiving 10+ announcements over Gaia Cash each day, and while we understand that you need to make money in order to sustain the website, we don't want you to forget that without us, you're out of a job. Efficiency in the announcements might be Categorizing all of the announcements you plan to make for the day, listing all "announcements" in one or two posts, and then sending out the announcement. Quote: Example A: Quote: Category: Sales/Gaia Cash Shop [New Releases/Coming Soon] [Current Sales / Changes in Sales or Discounts on Gaia Cash] [Items leaving the Shop Soon] All of these things would go into one large or two medium sized posts to clear up advertisement clutter and make users a little more happy to visit each day. You could also use this for news in the Comics, Gaia-Cons, ATS. Like a daily newspaper with its own categories. I definitely think it would be an awesome idea and save you the trouble of having to make dozens of micro announcements a day. Hi there. We are always looking for ways to improve our communications- however we do not have an update planned to our announcement system currently. It is something we may consider in the future. Narumi Misuhara Mokoni EventsWhy was there a rollback in the kill count without anything being publicly stated, and why has Gaia taken so long (five days) to even try to put all of the bug reports in one thread? There wasn't a rollback, this was due to corrupt data between the database and our data cache which has now been fixed. No particular reason on the thread, it just wasn't done. When we noticed that out-point, we made the thread. Finni The Great Bill ItemsWith the amount of tickets actually in process/submitted/waiting for approval, would there be a way that users could check on the status of the ticket request? It's very discouraging to think of an idea and submit it, wait a month for a denial, resubmit a design and then wait another month without even knowing if that idea was taken between the time of submission. Thank you for you time. Hi there, unfortunately right now there's no easy way for us to show you the status of your ticket request. If you have not yet received an email with updates, that means there has not been any change to your status. Emailing constantly to ask for updates actually slows down the process. You will be emailed when there's a change or progress on your ticket request. My apologies for all of the delays and thanks so much for being patient. If you feel that there might be an issue with whether or not your email was sent successfully, or if you asked a question that didn't get a response, go ahead and email project-custom@gaiaonline.com after waiting a week. Zero Omega Lyla Amore Misc What is the mindset of the staff when it comes to angry users venting? I want to know because I try and seem as disconnected as possible when posting in SF, but feel sometime I am being harsh. On another note, I want to say I see a lot more questions being answered than previously. And even though it's not the majority of my own, it is an improvement and I appreciate that. It's tough. We love Gaia just as much as the Gaians so when we see them upset, we always do our best to try to make Gaians happy. When we see negative feedback we know it's because Gaians cares, so we're not discouraged by seeing it, but rather, encouraged to make a much more fun and exciting experience for users.
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Posted: Mon Nov 03, 2014 5:50 pm
November 3rd, 2014: [NPC] Gaia Staff Welcome! Here are the answers to a few of the questions posted in our pre-event thread! ItemsQuote: Do all the artists actually look at the Avatar Item Glitch Report Thread or is it just a couple because there've been so many issues recorded that have never been acknowledged, even right after the item is released and as a user who has reported issues it gets frustrating and I have to wonder if it's worth bothering to report at all, let alone taking the time to be inclusive about the reactions (instead of "a doesn't mesh with b" I'll see how it meshes with c, d, etc.. as well before reporting). All of our artists check the glitch report whenever they have time. Some artists are more willing to spend their free hours on Gaia fixing glitches, but unfortunately some of our artists are extra busy and may not be able to keep up with the thread. Our team works closely together and fixable bugs are passed onto their respective artist when possible. However, we understand that the report thread gets cluttered very quickly, especially when people quote repost their bugs repeatedly or report intentional features or layering requests (as opposed to illogical layering/bumping) as glitches, and it makes it harder to sift through. Currently, we are working on a new bug report system in and we hope that it will increase the effectiveness of avatar glitches. In the meantime, yes, please still fill out a report in the Avatar Item Glitch Report Thread! That is the best place to report your glitch. Thanks for your patience and understanding. meemsalman PlumaDeTerror Misccan we have a Ask The Staff where we only ask silly questions like "hows your day" "whats your favorite color" and such to kinda get to know the staff and have it be stress free of all these serious questions? That sounds awesome! heart
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Posted: Mon Nov 10, 2014 8:00 pm
November 10th, 2014: Princess Angelishia Sakura Latte MiscIs there any way you can communicate with us again? And I don't mean just responding to threads, but really communicating in a way that ex-Gaia staff members such as Fleep, Pan, and Uncle Kenny have done in the past. Many users feel that there is even more of a disconnect between staff and users than ever before these days. That's the spirit behind Ask the Staff! One of the reasons that we prefer this mode of communication is because we can all be in a room together talking over the questions and their answers so that none of us spread misinformation. bluealaris One Rainy Night FeaturesCan we see this ever-growing "to-do list" and "want-to-do list" that you regularly speak of? I'm very interested in hearing about this website's upcoming updates and features. Without tentacl or zOMG running anymore, I'm curious to see where this website's income will be invested in the website. It would be nice to have some communication on the direction this website is going and what your future plans are. We're not opposed to creating a monthly features update where we cover what's been finished and what we are looking forward to starting. We usually try to include this in the monthly update newsletter. Zero Omega AsterKurayami Misc. Do ata's make you feel stressed admins or do you enjoy the interaction? I am glad that they're back... I enjoy the interaction!
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Posted: Mon Dec 01, 2014 7:58 pm
December 1st, 2014: Zero Omega Sheepity Misc- Ask the StaffWould it be possible to hold ATS on different days every other week or so? The way my work schedule is set up, I very rarely have the chance to log onto Gaia during this time. We're probably not going to change from our Monday spot. However, most of the time we do set up an ATS pre-event thread where you can ask your questions ahead of time.
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Posted: Mon Dec 08, 2014 7:52 pm
December 8th, 2014: Zero Omega ~ Aki - Fairy ~ Events - ATS Do you think coming forward you could leave the pre-event thread up in the GCD (locked obviously) during AtS or at least for the first little while, just to make it easier to transfer over unanswered questions? You should be able to actually see the threads after we move them so you can still move over your questions! Zero Omega Bella Doe FeaturesCould we have a list of the staff members who are open to PMs at any time and what sort of PMs they would ideally recieve. So who could we send ideas about sales too, ideas for recolors, etc. Obviously issues with billing are better for tickets, and thread moves or issues like that are forum assistants, but if we can't make the time slot for AtS, then it'd be nice to know who we could pm. ..Frankly there out to be an official staff page somewhere on the site, rather than a user created one. We should know at all times who our staff members are and are not. They could have bios, answer questions about themselves, if they wanted to. I know some staff don't like to interact and keep their profiles private for that reason.. but it'd be nice for those who are willing to let us know them a bit more, to do just that. You guys are humans too, right? emotion_kirakira I know that bluealaris is always open to hearing ideas about sales and item recolors. Realistically you can send your feedback to any staff member via PM, as long as their PM box is open they will get the PM. We will try to get to our PMs, but we do receive a lot of them so your best bet is to usually post your ideas in SF. We're always reading the forum. Zero Omega Infamously Unknown MiscCould you please start answering questions in the order in which they are asked, or at least make questions that have been unanswered for a while the priority? From what I've come to see, the staff that answers questions seem to intentionally skip over questions regarding some of the site's biggest issues, such as gold gens, hyperinflation, etc. I understand skipping over a question if it were something silly or unrelated, but other than that, all questions should and need to be answered. All questions should be important in the ATS. I'm glad that you are all trying your hardest to answer questions but when I see some of the first questions asked being unanswered for weeks, even months at a time, there is no doubt some suspicion in my mind about that. I mean, this is the ATS after all, and people are asking the staff some very important issues that NEED to be addressed. By constantly ignoring these questions, are you not breaking your own rules by not answering them? Also, can someone please wish me a happy birthday? oAo We do our best to answer as many questions asked in ATS as we can or have the answer to. Realistically we don't have the answer for every question, or we cannot divulge the information by answering the question, or we may have already answered the question in the past. Not every question is going to get answered, unfortunately. I'm not entirely sure why you would think that we're breaking our own rules by either ignoring or not answering questions though, we do say in our ATS rules that not every question is going to get answered. Also, isn't it a little strange that you ask about us skipping silly questions but then ask us to wish you a happy birthday? ;P Happy birthday!Zero Omega Kanahit MiscFor the ATS threads, can there be an FAQ post so the same questions aren't asked multiple times every week? Such as 'when is zOMG coming back' and 'can we disable announcements'? This is something we can think about doing!
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Posted: Mon Dec 15, 2014 7:18 pm
December 15th, 2014: Narumi Misuhara Nenanah MiscI notice that when you guys close the thread, it will remain closed at least for 10 sometimes even 20 minutes. Then it still closes around 5pm sharp your time. That 10 or 20 minutes factors in the time we spend asking questions, and you closing the thread down to catch up takes away from our time that you promised us to ask questions. Do you think that if you close the thread you can keep track of how long you close it for and give us that time back to ask questions? It is incredibly frustrating when the thread is closed down for so long and knowing that however long it's closed takes away from our ability to post questions. Question is originally by ( Nenanah ) I am using Nenanah's Ask the Staff Question Posting Service. I can understand the frustration. We chose Monday 4PM to 5PM because it was the most convenient time for us to get together and answer questions. When it does get locked, just sit tight, and as soon as it opens back up you will be able to post your question. After 5PM, when we close the thread for good, we often do continue to answer questions for a short while, however after 5pm some staff do have other obligations.
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Posted: Mon Jan 12, 2015 10:55 pm
January 12th, 2015: Jak Bauer jodikara Jak Bauer [ posted after the mid-session thread closing] Hi there, OK, that wasn't that long now was it? OK, we are caught up, ask away! Again, make sure to follow the format or your question will not be answered! Not all questions are awnsered even if they are in proper format. isnt that kinda unfair to ask us to ask questions when alot are not awnsered? this happens alot and several people are upset that they are ignored. Hi there, There are a few reasons why a question might not be answered. Here are some of the most common reasons why that happens: There are questions that are asked that have been asked and answered previously and the answer given there hasn't changed, therefore we don't answer that. There are questions that we simply do not have an answer to at the moment. There are questions asked in a format other than the one that we recommend you post in. Zero Omega Bella Doe Features - Ask the Staff!I've just been going and discussing with someone in here about this, so I thought I'd make a proper question to make sure it gets seen. I just saw.. Jack I believe, answering a question about why some questions don't get answer. Can we please add his response to the first page every week? It would hopefully reduce confusion and anger in users that don't get questions answered if they read when they're learning how to submit questions that said questions might not get answered. So sort of a fine print to AtS, if you will. A mock-up in my brain: Please be aware that all questions in Ask the Staff may not be answered. That doesn't mean that your question wasn't appreciate or not read, likely we didn't respond for one of these reasons: - Your question format did not follow the guidelines we set forth here. - Your question was asked and answered already this week or in a previous week (There are archives to look back on if you're curious!) - Your question was not something that were able to get to - Your question was not suited for Ask the Staff /// Just a thought guys. Just a thought. I believe something like this is already on the first page, but we can look into updating it or making it more clear.
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Posted: Mon Jan 19, 2015 9:26 pm
January 19th, 2015: Narumi Misuhara Trafalgar D Water Law Features
If plausible, could you tell us some of the new features the Gaian community will be able to look forward to in 2015? Stay tuned for a community update with these! Narumi Misuhara Niccolo Ammaniti Features??/???Ok, this might be the derpiest thing I've posted yet, but it's bothered me since the first ATS. Could we capitalize the E and M in Events and Manga?  ...Done
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Posted: Mon Jan 26, 2015 7:54 pm
January 26th, 2015: Zero Omega Asexual Sex Goddess FeaturesCan you guys next time please actually start these at 4pm SHARP? It took you 15 minutes to actually get this up on the main page, which leaves 45 minutes for questions. Then our questions get cut off at 5pm SHARP leaving lots of Gaians with unanswered questions. Yeah we're sorry, we had a bit of delay today in creating the thread! But usually when we're late we extend the length of time the thread stays open for, we'll also be doing that today.
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Posted: Mon Feb 09, 2015 11:00 pm
February 9th, 2015: Zero Omega ElegantlyLuminous EventsWhy hasn’t there a Pre-ATS for the past two weeks? While I have no problems attending ATS each week (assuming that I don’t hit traffic), I know that many other users do. Some of them rely on the Pre-ATS thread to ask their questions. Maybe they have class or work or are in a different time zone. Some of us just like to use it because the questions we have are important and we’d like to give you time to think about an appropriate answer, so you don’t have to rush and give us an “um” or an emoticon ( ninja ). Sometimes the answers require more words or time than you have available in this small hour and we'd like to give you that courtesy of a forewarning. Others don’t like asking in this main thread because things do get a little chaotic and it can be disheartening to have to fight to be heard. Pre-ATS is a nice alternative. So when it didn’t show up on Thursday or Friday as usual in these past weeks, I was concerned. I dearly hope that it will be coming back or that you will at least let us know one way or another! As I got in late (traffic again), I will be going through the thread shortly. If I see a similar question, I will delete this. We just forgot to be honest, but we will have one up again this coming Thursday! Zero Omega Linshon Misc.So in the first ATS when it came back at the end of the thread I believe it was Jak collected all of the answers and pulled them into 1 single post that made it extremely easy to reference answers back at the end and for people like me who don't usually get around for ATS it made it awesome to be able to go and catch up. Was this deemed to much work for what its worth or something? Or is there an easier method being worked on to make this happen again? I'd like to see it happen again but obviously if its to time consuming its hard to implement. We did something similar to this last week! It's something we'll continue to do so keep an eye out for it! Zero Omega Samsas_KuroGrell Features/Events(?) Even after the hour is up for users to ask questions can staff continue to answer questions that have been posted? I bet alot of people feel like their questions get missed or overlooked by accident We try to answer as many of the questions posted by you all as possible! Unfortunately it's just not possible to get to every single question posted in the ATS thread each week though. Zero Omega OtakuJeannie Question- Not sure where this would go. Could you add features that won't be brought back like personals/VideoJournal/zOMG to the Frequently Asked Questions sticky with apropriate posts? This is something we can consider! Zero Omega Moeseph Features
Why don't you guys EVER respond to questions via PM or tickets?
How long does a response usually take? My guess would be 6 months to a few years, correct? I just want to know how I can recover an old account. We are constantly replying to PMs or tickets, in fact, we recently had a huge surge of tickets being completed. If you have a ticket that you want to check the status of, just PM any moderator or administrator, we'll take a look into what the hold up might be. Zero Omega Samsas_KuroGrell Features-ForumsCould you guys think of reviving the Gaia Polls Forum? I think it would be a great way for us to give feedback. Maybe even moving it up to the 'Hot Topics' section of the forums. Not a bad idea! We can consider it!
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Posted: Tue Feb 24, 2015 12:21 am
February 23rd, 2015: bluealaris xx I met my fate xx MiscCongrats to our new GM! It's amazing to see the improvement in communication just since the change. <3 Thank you, we'll continue to do our best to keep it up. heart
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Posted: Mon Mar 23, 2015 10:34 pm
March 23rd, 2015: Zero Omega twilightreaperX [Events] what ultimately leads you guys to decide who will join in the beta testing guild SCAS? Right now we're pretty open to pretty much mostly anyone who applies, we're primarily looking for good Gaians who haven't really caused any trouble and are genuinely interested in helping us test who are over the age of 18 and have enough availability to take a look at least once at a test build and provide us information and updates. Jak Bauer jodikara Events[ insert question here - whatever it was. I'm kinda blinded right now by that yellow text.] OK, just so you know, if we can't read part of your question, say by using an unreadable font/color your question will never be answered. Finni Nenanah Misc We really do need more staff interaction in the Item Glitch Reporting Thread. People avoid posting there because they think it's being ignored by staff members, they don't see the point in reporting something since they think it's falling on deaf ears. Can we start making it a thing where people get quoted when their reported glitch is being looked into or at let people know that the staff is aware of the glitch? Question is originally asked by Nenanah. Artists will usually post when an issue has been addressed or will tip the OP when something has been fixed. Unfortunately the amount of reposting is actually slowing down our ability to go through the thread and address glitches, which is frustrating for our artists as well. I apologize that sometimes the glitch just isn't fixable or will require longer a longer amount of time to address. I do wish we had a better system but this thread is the best we can do at the moment. We've been discussing methods that will make this more efficient, since a lot of the reports that are posted are either intentional by design, not considered a glitch, or unfixable. It's a difficult balance!  I know this isn't much but I hope this little bunny is some consolation for your continued patience. Zero Omega Dashner Hawke Features / OtherHello! For the beta tester guild, will we receive a confirmation whether our application has been accepted or denied? I applied for my main account and I haven't gotten a message or email so I was wondering if this is good or bad. sweatdrop You will receive a reply if you have been accepted or denied. You will only get an e-mail, however, if the e-mail subject says, "SCAS Application" and at least has your username in the body. Finni element crystals Question Category Items/threads
Question:
This may be a bit of a silly question but could we possibly get a separate thread for item requests/recolors?
I really love the idea of ask the staff but most of the questions seem to be people asking for more items in a certain color.
Not that's a bad thing!
I would love just to have a thread about site feedback and questions about how things are going without going through ten pages of 'can we please how more yellow flowers items please?'
Maybe a request thread for items and re-colors could be open at all times? We have threads like these in Site Feedback! The artists read SF regularly so the requests are definitely seen. We're just a quiet bunch sweatdrop I'd really benefit from seeing less item request/recolors in ATS because it really affects my ability to go through and answer more in-depth questions among the sea of item and recolor requests! 
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Posted: Mon Mar 30, 2015 8:18 pm
March 30th, 2015: Jak Bauer ~ Aki - Fairy ~ Events - AtS Will we for sure be having AtS next Monday, what with it being a semi-holiday and all? (some people/businesses treat Easter Monday as holiday, some it's just another day, so..) Hi there, As of now, we are planning on having one next Monday. milkbun Niccolo Ammaniti Hiii, thank you again for my recolor! Item[ question that milkbun didn't address] Also, can I find out whoever is taking care of loyals? I need to PM them. Muy importante. If you're having a technical issue you need to file a ticket. If it's for item suggestions you can use Site Feedback.
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