Counselor

Have you ever noticed the large, empty Counselor's Guild halls that are located in most major cities? Well, during certain times of the day they used to be filled with Counselors. A Counselor was a player volunteer who served as both a community liaison and the initial level of in-game customer service.

Though their positions were voluntary, participants in the program received a free UO account. To be fair however, most volunteers who received such an account also paid for one or more accounts on their own. In addition to the free account, the top 15 or so volunteers also got a monthly $500 "thank you" from then-owner Origin Systems. From 1997 to 2000, thousands of players participated in the Counselor Program. In September of 2000, there were 500 players enrolled in the program.

Counselors were assigned a minimum of three 2-hour shifts per week. In 1999, scheduled support hours ran from 3:00 PM to 1:00 AM local time on each shard. The same character that was just slaying monsters would take their shift at one of the Counselor's Guild halls located throughout Britainnia. Prior to their shift, a system message would alert the character to the imminent change in status, the character would be automatically re-clothed in blue robes, and then transported to a guild hall for duty. Participants had to perform a minimum of six hours of counseling per week. Some players routinely volunteered 40 or more hours a single week. Reports indicate that, "most counselors spent less than four months in the program."

Volunteers also received special in-game items, such über-wands or special robes. These items, and other items, caused a lot of controversy within the UO community. Charges of favoritism and nonfeasance were regularly heard. These type of rewards were ended in August of 2000, which was prior to the end of the Volunteer Program. Needless to say the then-Counselors were not happy to lose the benefit.

Community Liaison

Counselors served a crucial function by providing live, in-game assistance to young and newer players. While they could and did explain game mechanics, they also furthered the online community by encouraging young player to participate in community events, join guilds, visit player-run towns and housing areas, etc. In short, Counselors were the initial means to accessing the greater community for many new players.

Customer Service

Current in-game customer service/technical support is provided quite differently than in the past. According to one source published in the Fall of 1997 and during the official U.S. Counselor Program, paging the online Customer Support did not actually place a request for assistance into the Customer Support queue. Instead, your request went into a pre-queue, if you will, that was answered by a player volunteer, or Counselor. If the Counselor was unable to resolve the issue, only then was your request transferred to the official Customer Support queue.

Counselors were of limited ability, the following is a listing of their capabilities and restrictions:

• They could not teleport anyone from one place to another, except to jail;
• They could not offer characters any items;
• They could not access any player's server data;
• They could not stop creatures from attacking;
• They could not physically stop players from attacking;
• They could not tell if a server was going up or down; and
• They could not tell if there was to be a server wipe or not.

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• They could tell you roughly where you were if lost;
• They could help you with the most general questions about gameplay;
• They could report your problems to [the company];
• They could transfer you to a GM; but
  • only if you were in the counselor's queue; and
  • only if you were the "call" he or she was summoned for.

In 1999, enhanced Counselors debuted with greater powers and mandatory training.

Organization

The program was organized both regionally and hierarchically. In at least one instance, the top position of Regional Lead Counselor managed a team of 90 other Counselors.

U.S. Counselor Program Demise

On September 19, 2000, a group of Counselors filed a class action lawsuit in federal district court in Colorado. In their claim, they demanded "damages equal to three times Plaintiffs' unpaid minimum wage, and/or Plaintiffs' unpaid overtime compensation, as the case may be, attorneys' fees and costs, and injunctive relief," claiming that Origin and Electronic Arts were in violation of the minimum wage and overtime provisions of the federal Fair Labor Standards Act and the State of Colorado's Wage Act.

Notes

• The Counselor Program may or may not be active on the Asian shards.

See Also

• Event Moderator
• List of Volunteer Program Articles