HANDBOOK

September 5, 2005

CONTENTS

I. Mission Statement

Our mission is very simple, we are here to present tourist and AW citizens with an opportunity to see the true potential that Activeworlds offers.

II. Scope and Purpose

A. The purpose of this Handbook is to provide the individual AW Guide with sufficient guidance so that he or she will be effective in performing his or her duties as an AW Guide.

B. This Handbook is not all-inclusive, as it would be impossible to cover every situation which may confront an AW Guide.

C. The contents of this manual are only guidelines. Nothing in this handbook will be used as the basis for or used to justify disciplinary action against a Guide unless that section or paragraph specifically provides for disciplinary action.

D. An AW Guide must rely on their good judgment, experience, training and common sense in dealing with each situation.

III. Program Leadership

A.  Leadership and management of the AW Guides program is the joint responsibility of all Program Directors (PDs). In addition to supervising the program as a group each PD has an assigned area of functional responsibility to manage.

B.  As a group the PDs establish the Guide’s mission and policy.

C.  At the present time there are four PDs. However PD positions may be created or deleted depending upon the organizational requirements.

D.  Although each PD has an assigned area of responsibility should the need arise a PD may assist or oversee any aspect or activity of the program and each PD has the authority to speak for all PDs. If a Guide needs assistance he or she may contact any of the PDs for help. The following are the current PD positions and their areas of responsibility.

            1.  The Program Administrator is also a PD and is responsible for all administrative functions of the Guides. The Program Administrator is also responsible for liaison with Activeworlds Inc as well as liaison with the AW community in general and other AW community organizations. The Program Administrator is also the official spokesperson for the AW Guides organization.

            2.  The PD for Training is responsible for coordinating training and development of all Guides. However any member of the Guides may be called upon to assist with the training of new Guides. This PD also supervises the Guide’s job performance however all PDs share the responsible for insuring Guides perform their duties properly and do not abuse their Public Speaker (PS) privileges.

            3.  The PD for Tours is responsible for all building within the Guide’s world of Tours. This PD also assists with Guide’s special events and organized parties or promotions.

             4.  The PD for Bingo is responsible for the operation and management of the Tourist Bingo program. This PD also controls all building in BingoTours world and selects and trains Bingo Hosts.

E.  Candidates for PD positions will be nominated and voted on by the membership. Elections will be held every third year. To qualify for nomination a candidate must be a member in good standing and a member of the AW Guides for a minimum of one year prior to being nominated.

F.  Additional leadership positions such as Associate Directors, Managers, Supervisors or Team Leaders are created as needed to meet organizational requirements. Persons filling these positions may be appointed by the PDs or elected by the membership.

IV. AW Guide's Role in AW

The AW Guides role in AW includes but is not limited to the following. Additional functions maybe added if there is a valid requirement and at the discretion of the PDs.

A. To conduct tours for both citizens and tourist.

B. To provide instruction and assistance for anyone needing assistance with the AW browser or navigating in AW.

C. To help all users by answering questions to the best of their ability.

D. To protect the users from those who seek to cause disruption by putting users in touch with people who can help in the following areas:

    1. Stolen password or citizenship, vandalism and harassment        peacekeeper@activeworlds.com

    2. Software problems support@activeworlds.com

E. Guides fulfill their role in AW by performing duties in the following capacities: Greeter, Tour Designer, Tour Guide, Building Guide, Bingo Host or Disk Jockey.

E. The role of Guides in AW is completely separate from the Gatekeepers and Peacekeepers.  They are not subservient to, or above the Gatekeepers or the Peacekeepers. AW Guides, the Gatekeepers and Peacekeepers are three individual community volunteer groups, who each meet and serve different needs in the community.

V. Areas of Operation

The areas of operation for the AW Guides includes the worlds of AWGate, AW, AWTeen, Yellow, Mars, CofMeta, Atlantis and AWBingo and those private worlds which have established tours.

VI. AW Guide's Training & Development

Training is a task that is never finished. It is an ongoing process and there should always be some new skill to master or existing abilities that can be improved upon. The PD responsible for training has primary responsibility to insure that AW Guides are properly trained. This does not mean that this PD must personally conduct all training. Fellow Guides and the other PDs may be called upon to assist with training and development.

A. Before being given the AW Guide password all AW Guides must have read and returned a signed copy of this Handbook to the Program Administrator. In doing so they are indicating that they understand and have a working knowledge of the contents of this Handbook and will comply with the Handbook contained herein.

B. Prior to assuming duties as an AW Guide and assuming the authority of a Public Speaker (a.k.a. going "bold") all AW Guides must receive the minimum training as indicated by the Training Checklist at Appendix C.

C. Prior to assuming duties in a solo capacity all AW Guides must receive authorization from one of the PDs indicating that they are fully qualified to perform their duties as an AW Guide without supervision.

VII. Shift Reports

A. The primary purpose of a shift report is to document the time an AW Guide performed his or her duties.

B. Shift reports are also necessary to provide a record of a variety of other types of information including but not limited to the following:

     1. To provide a record of by whom and when tours are conducted.

     2. To provide a record of events occurring during an AW Guides shifts.

     3. To collect statistics on Guide performance and tour activities.

     4. To collect data to pass onto AW Inc.

C. AW Guides are required to submit a Shift Report under the following circumstances:

1. Any time an AW Guide works or misses a scheduled two-hour shift in Tours or any other area they maybe scheduled for duty.
2. AW Guides may submit a shift report for any period of time they performed AW Guide duties regardless of the length of time if they wish to report any unusual circumstances or other events, which occurred during this time.

D. The following procedure will be followed for the submission of Shift Reports.

             1. All Shift Reports will be submitted to the Program Administrator. The form at Appendix A is recommended for this purpose or the web site Shift Report submission form can be used. When MS Word is used for a Shift Reports the report should be attached to an email.

              2. If possible AW Guides should list of all persons participating in tours during the time they performed AW Guide duties in the Shift Summary section of the report.

              3. Problems encountered or any other items of information occurring during the shift should be included in the Shift Summary section of the report.

               4. When someone causes trouble during a tour the IP number of the troublemaker should be included in the Shift Report along with a description the problems they caused.

                5. In case of an event which is urgent or which may require action by the PDs, the AW Guide should immediately submit the report to the Program Administrator along with a short note of explanation. The pertinent portion of the chat text extract should also be attached.

                 6. It is recommended that AW Guides complete their Shift Reports immediately after completion of a shift, while the shift events are still fresh in their mind. Waiting days before completing a report may result in forgetting important information that should be included in the report.

VIII. Professionalism While On Duty

On-duty AW Guides are expected to:

                1. Present a professional image at all times by always "smiling from the wrist down."

                2. Use the bold Public Speaker (PS) mode.

                3. Seek assistance from one of the PDs or another Guide when needed.

                4. Accept and follow guidance given by a PD.

                5. Work cooperatively with other Public Speakers such as AW Inc personnel, Gatekeepers and the Peacekeepers.

                6. Save all on-duty sessions to the chat log.

IX. Scheduled Shifts

A.  AW Guides are considered true volunteers. They are not considered or treated as employees. As such Guides are not required to perform a minimum number of shifts or hours each week and failure to perform duties over a period of time will not result in their removal from the program. It is our belief that "Once a Guide - Always a Guide" The only two exceptions to that is when a Guide submits a resignation or is terminated from the program for just cause.

B.  The amount of time an individual Guide volunteers to perform duty is a matter of individual discretion and the time an individual Guide has available from their real life commitments.

C.  AW Guides who want to reserve a scheduled shift or shifts for their exclusive use may do so by posting their preferred shifts in Tours using Virtual Reality Time (VRT) and on the AW Guide web site.

D. If a Guide knows ahead of time that he or she cannot make a roistered shift every effort should be made to find a replacement.

E. Continous or repeated failure to perform a reserved shift will result in the removal of that reservation from the shift board.

X. Confidential Information & Use of Passwords

As part of their normal duties AW Guides are routinely entrusted with sensitive and confidential information. AW Guides must insure that the special trust placed in them by way of passwords, authority to eject, early release of information, private web sites and personal AW Guide information is not violated or compromised in any form. Disciplinary will be taken and may include termination for an intentional breach of confidential information.

A. Experience has shown that in almost all organizations emergency situations can and will arise in which it will be necessary to have an AW Guide's real life name, phone number and address.

B. Only the PDs will have access to private personal information. The primary use will be for emergency contact information. But because all Guides must be 18 or older this information and other types of evidence of proof of age may be required from candidates for the AW Guide Program.

C. Trained and qualified AW Guides will be given various types of confidential information that they must have in order to perform their duties. Most often this information is in the form of passwords. These passwords permit access to a Public Speaker status.

D. AW Guides obtain Public Speaker privileges by using the "Login" "Privileges" functions on their AW Browser with the Name and Password they are given by the PDs.

E. Individual members are not authorized to release passwords to anyone. If another member indicates they have lost their password refer them to one of the PDs.

F. Intentional misuse or release of any of our passwords to an unauthorized person(s) will be grounds for disciplinary action, which may include termination from the AW Guides program

XI. Use of Public Speaker Privileges

A. At the present time Guides are authorized the use of Public Speaker (PS) privileges in three different areas. These areas are (1) the AW worlds of AW, Mars, Yellow, Atlantis and CofMeta, (2) private worlds where AW Guides conduct tours and the owners have agreed to grant PS privileges and (3) the world of Tours. If additional areas or worlds are added in the future this policy will be amended accordingly.

B. When using PS privileges (going bold) Guides must conduct themselves in a professional, polite and friendly manner. Guides must keep their chat G rated when using PS privileges. Guides must log off of their PS privileges when they have completed their tours. Failure to do this can result in problems with building, accessing other world rights and is a violation of this policy.

                 1. AW Guides are authorized to use PS privileges in the 5 AW worlds at their discretion when there is a need for their assistance and when they are on duty or actually conducting a tour.

                 2. PS privileges for private worlds are coordinated in advance with the world owner and require citizenship numbers. The only time Guides are authorized to use PS privileges in private worlds is when they are actually conducting a tour.

                 3. Guides are authorized to use their PS privileges in the world of Tours at their discretion. If there is a Guide on duty and already in the PS mode Guides should check with the on duty Guide before using their PS privileges. If there is no Guide on duty then Guides are encouraged to use their PS privileges.

XII. Building in Tours

A. The original world area of Tours will remain dedicated to tour functions, tour teleports and to support any other requirements of conducting tour operations.

B. No new construction will be conducted in the orginal world area of Tours unless it is directly related to supporting the tour functions and is approved by the PD responsible for building.

C. There are areas in Tours available for Guides to build items of a personal nature. Contact the PD for building to obtain one of these building sites. All building in Tours must be tastefully done and must be of G rated content.

XIII.. Handbook Changes & Temporary Policy Statements

A. As it would be impractical to send out a new copy of this Handbook for every minor change all changes will be published in the format of a Temporary Policy Statement and then once each year the entire Handbook will be updated.

B. Each Policy Statement will be numbered and dated and a copy will be distributed to all members.

C. The Program Administrator will maintain a file of all Policy Statements and insure that they are included in the policy manual when it is updated.

D. The annual update of this Handbook must be dated, numbered and have majority approval from the PDs before they become effective.

 XIV.. Open Door Policy

A. It is the policy of this organization that all leaders have an "open door" for all Guides.

B. We do not demand strict adherence to a chain of command.

C. Any Guide may contact any one of the PDs directly with his or her questions or request for help at any time.

D. We believe it is more important that your questions or concerns be answered than it is to blindly follow a policy.

Handbook Acknowledgement

I, _________________________/___________________________,
    (Real name)                                   (Online name)

have read and understand the above Handbook and agree to follow these to the best of my ability. I am 18 years of age or older.

Home Address:____________________________________________

Phone number:________________ Date _______________________

Please make a copy of this page, fill in the blanks, attach this page to an email and e-mail only this page to the AW Guide Program Administrator at awguides@activeworlds.com Thank you and welcome to the AW Guides.

Enclosures:
Appendix A, Shift Report Form
Appendix B, Training Checklist
Appendix C, AW Guides Glossary

Appendix A

AW Guide Shift Report

AW Guide Name:

VRT Day/Date of Shift: (Date shown in browser)

VRT Time of Shift: (Time shown in browser)

List Name of Tour(s) Conducted: (If more than one tour was given please list them all.)

Number of People on Tour: (State the number of tourist and citizens who participated.)

Shift Summary: (any notes/comments on shift. Include any feedback that may help improve future tours or other useful feedback. Attach chat text if needed. Any problems encountered during the Tour should be included here.)

July 2003

Appendix B

Training Checklist

Trainer/s:

AW Guide:

Date started:

Date completed:

Handbooks and Temporary Policy Statements - read, sign and email to the Associate Director responsible for Recruitment and Selection. Make sure you keep a copy for your own reference.

Passwords - How to use them and the importance of keeping them strictly confidential including guarding passwords if other users have access to your PC.

PS Privileges - how and when to use them and when not to use them.

Troublemakers - how to try to use tact and refer them to the GK complaint email address in a effort to reduce the problem, try to use humor or go to eject if everything else fails.

Eject - how and when to eject, how to report an ejection. What to do and how to request help when a serious eject keeps returning.

Off-duty Etiquette - discuss in detail the use of bold, proper off duty behavior, protocol for whispering to the on duty Guide before starting you shift, and the proper way to offer assistance by whispering to an on duty Guide if it appears help is needed. Also discuss proper way to report or request helps for negligent behavior by another Guide and stress the fact that it is inappropriate to correct an on duty Guide in open chat or by whisper. Do NOT interfere with an on duty Guide. Call for a PD to assist you if the situation is that serious.

On The Job Training Sessions - supervise, assist and work with them during their actual shifts for a minimum of four complete two hour shifts before they are permitted to work a shift in a solo capacity.

Schedules - help them choose a shift, stress the importance of showing up for all scheduled shifts how to get shift covered if conflict in schedule arises and the proper way to change scheduled time in Tours.

Tours - show the location of schedule board, show the location of meeting halls. Show information areas, tour location areas, other areas etc. Tours is the AW Guides home world.

Shift Reports - Explain the importance of such reports and the information that should be included in each report. Give the URL and a word doc. copy of a Shift Report. Explain each entry to be made on Shift Report and who to return Shift Report to if using word doc. Explain in detail about logging chat text.

AW Guides Web Sites - Give the URL and go through the site with the new Guide to familiarize them with all aspects of the site, including where to find the world and site submission pages. Give the URL to the Message Board and instructions on how to apply for membership and explain the need to frequently check for new information.

Guide Meetings - show the location of the Meeting Hall, explain the protocol for meetings and its importance. Stress the need to attend meetings when possible but the absolute necessity to read minutes of all meetings.

Macros - explain how and when to use them. Make sure they have a copy of Quik Word and a sample set of Macros. Explain that it is OK to personalize Macros to suit their own personality. Explain that this is optional and is not necessary to perform their duties as a Guide. Give URL for downloads of zipped macros and word documents for every established Tour.

Established Tours - After downloading and installing the established Tours, the trainer needs to take the Guide on a Tour. The Guide is required to take the trainer on two Tours, one from the Public Worlds and one from the Private Worlds before they can go on shift. It is recommended that the Guide goes through all the Tours on the list of Tours available in their own time.

Help Files - encourage them to become as knowledgeable as possible of the help files.

Shift Reports - explain how to complete shift reports and when they are to be sent to the Program Administrator. Stress the importance of completing the shift reports form immediately after completing their shift so that the memory of events that occurred is still fresh.

Other - Other training that may come available from time to time and any other training that the Trainer feels is necessary for a Guide to become competent.

Date and Signature of Trainer/s:

Date and Signature of AW Guide:

September 5, 2005

Appendix C

AW Guides Glossary

Active Worlds (AW) is also known as AW, is the 3 dimensional, virtual reality universe where we work as AW Guides

Administrator is a Program Director and has various roles and responsibilities in the area of administration.

Alpha World (AW) is the primary and largest world in the AW universe. This world is also called AW or AW Prime.

Associate Directors (AD) are AW Guides who are responsible for leading and representing the AW Guide Program. ADs report to the Program Directors.

AW Browser is the software application that allows you to see and interact with the Active Worlds Universe and all of the contents of the many and various worlds. The browser also enables you to chat while online, browse through hypertext on the World Wide Web, and access the Internet in nearly every way possible.

AW Inc. is a private corporation, which owns and operates Active Worlds. This used to be and is still sometimes referred to as AWCom.

AW Gate is the virtual world, which is the default "home" or entry point for all new tourist and new citizens.

AW Guide Handbook is this document and it provides the written instructions for AW Guides to perform their duties and responsibilities.

AW Guides are AW citizens, 18 years or older, who have volunteered to perform the duties and responsibilities as described in the AW Guide Handbook.

Bot is a program or sequence of instructions that a computer can execute. Bots are frequently assigned an avatar to give them a physical presentation in virtual reality. However this is not normally a requirement for them to function properly.

Cache (pronounced "cash") is a special area of memory that improves performance by storing frequently accessed memory data, locations and their addresses. In the AW Browser the Cache is used to store large amounts of graphic information such as avatars, landscaping, colors and objects. The longer an AW Browser is used the larger the Cache becomes and frequently becomes corrupted after long periods of extended use. Occasionally this corruption causes the AW Browser to lock up. To fix this problem the Cache can be deleted or the entire AW Browser re-installed. This Cache is often the source of many software problems in AW. The problem can be easily fixed by deleting a corrupted Cache.

CAPS refer to the use of all capital letters and are considered yelling.

Corrupted is a term used to describe a file, block of data or other communication that has been damaged in some way and no longer functions properly

Eject is the action taken to remove a citizen or tourist from the world which they are currently occupying.

Firewall a security measure on the Internet, protecting information, preventing access, or insuring that users cannot do harm to the underlying systems. Improper settings on a firewall and some firewalls will prevent the AW Browser from operating properly. If you are having difficulties and you are running a firewall it could be the source of your problem.

Flame in the case of the AW Browser an insulting or obscene chat text posting or telegram.

Flooding filling the chat text with nonsense or any repeated text to the point where it renders the chat unusable.

Gatekeepers (GK) are AW citizens, 18 years or older, who have volunteered to assist citizens and tourist at the AW Gate.

Going Bold refers to Logging into a Public Speaker status and using bold chat text or ejecting someone.

G-Rated a chat environment that is acceptable for young children.

Hacker is a person who breaks into other people's computers with malicious intent.

IP, IP# or IP Address is the numerical Internet Protocol address that uniquely identifies each computer on the Internet, made up of four numbers separated by dots.

ISP (Internet Service Provider): A company or enterprise that provides Internet accesses.

Lurk To read a chat text without posting to it. There is nothing wrong with lurking. Some people just prefer to listen.

Password secret letters, words or numbers used to restrict access to an account, file, and so on, only to authorized users who are provided the code.

Peacekeepers (PK) are AW citizens, 18 years or older, who have volunteered to investigate complaints of vandalism and other types of misconduct at locations other than those occurring at the AW Gate, or any location under the control of AW Guides.

Program Directors (PDs) are the AW Guides who are responsible for leading and representing the entire team of AW Guides. The PDs are also responsible for the smooth running of the program and dealing with any issues that may arise form time to time.

Public Speakers (PS) are AW citizens who have been given the authority to use bold text and if needed eject citizens or tourist. These include AW Guides, Peacekeepers, AW Inc personnel, World Owners and personnel appointed by World Owners.

Tele/Telegram/Message the different names for means of sending private messages using the AW Browsers.

Virtual exists only in software, not physically.

Virtual Reality (VR) an alternate reality existing only in software.

Virtual Reality Time (VRT) the standard time that AW Inc has established for the Active Worlds Universe.