Answering Some Virtual World Questions

Below are some interview questions I was asked the other day. I ran out of time and promised to post them on my blog.

1. Metrics are key, love to hear more about that.
The metrics or measurements we need to use in 3D virtual immersive environments must be the same we use in physical environments. We need to know if attitudes have changed, if profits increase, if behavior has been modified. These are measurements worth exploring. We must tie virtual world training events to real world outcomes and that requires pre- and post-test measuring with a comparison to gage impact of the 3D virtual world intervention. We can’t use paper and pencil assessment to measure virtual world outcomes, instead we must

2. How great is the correlation of RL behavior to VW behavior?
Here is a blog entry that answers that question, Research to Practice: Games and Simulations

3. What is the biggest barriers to offering virtual training in business world?
Here is a blog entry 3 Barriers to adoption of Serious Games/Immersive Learning Simulations that answers this question

4. How are upset customers diffused when organizations do not have access to non-verbal communication?
The calming power of voice and of understanding the person’s concern and genuinely trying to problem-solve with the person. It is really no different than a call center representative working with an upset person on the phone. However, one neat thing you can do if you are both in a virtual world is to transport the customer who is complaining and the customer service representative to a more enjoyable place like an ocean front or lake front and that will help to calm them. Haven’t seen that done yet but I think it would work.

5. Would you say that VW offers a lot of possibilities especially for distributed team?
Yes, I think I would:)

6. How the quality of avatar, sense of self plays in engagement?
Don’t need 100% fidelity with the avatar. A close approximation of the person works. In fact, people vest even in characters that don’t look like them but I think a general resemblance is enough. However, customization of an avatar is key to success. Check out this entry for more information Encourage Avatar Customization in a Virtual World Class

7. How can bots be used in the context of business in virtual worlds?
Bots can be used to answer Frequently Asked Questions, they can be used to provide basic instructions, they can be used to make an area seem busy, they can be used to take credit card information in a more friendly transaction, they can be used to make new arrivals feel welcome. They can conduct basic level conversations. They can act as tour guides.

8. Do you see 2D integrated to 3D or do you see 3D integrated in 2D?
I see both. The future is an AND not an OR. So in some cases it makes sense to have 2D integrated in a 3D environment but other times its better to have 3D in a 2D space, it really depends on the application. As long as we have the technology, I say, let’s do both!

9. How do you clearly show ROI of VWs to stakeholders/potential clients?
First, here is a blog entry I wrote about A Question about 3D Virtual Worlds that makes me Crazy discussing some of my ideas about gathering a “ton” of information before acting on a virtual world implementation. Second, I think you show just like anything else. Start with your desired outcomes and measure against costs with a virtual world intervention and costs of another intervention and compare the differences. You can also use case studies form other organizations to show that organizations do receive value and ROI from 3D virtual world implementations. (See Learning in 3D
for case studies with numbers.)

10. How do you assess these new virtual models like the Quest?
First, not sure that a virtual “quest” is a new model in that learners have gone on physical quests in the forms of field trips, internships and other experiences where they leave the “safe” learning environment of a classroom and explore the real world. What I think about virtual Quests is that they are infinitely scalable and provide more people with more opportunities and, in a virtual quest, you can be the “fly on the wall.” So I think that is of extreme value and an educational tool that will grow in use. In terms of assessment, I think you go back to your educational objectives and think “how would I know if this objective where met?” Would the learner act different, respond differently to situations, behave differently. You need to discover the desired outcome and then build an instrument (or locate one) that measures that outcome.

11. What are the biggest barriers to bringing virtual opportunities to the mainstream?
Here an entry that addresses that question. Three Approaches to Overcoming Objections to Learning in 3D