DDC 37 Survey - Responses
Thank you so much to all of the 100+ respondents to our survey. We haven't done one in a long time, so it was great to get all of your feedback, and be able to address some of the issues brought up directly. I'm going to do the best I can to respond to concerns and suggestions that were made, but it is also true that we cannot please everyone, and must proceed making changes that are feasible for our staff, as well as hoped for by our Guests.
We were all delighted that the feedback was, overall, quite good, with most of you happy with much of what DunDraCon has to offer. Specific accolades were given to Con Reg and the changes that the Hotel made in the lobby area. We were very pleased with how Con Reg went this year, and will be using a similar process next year, with some fine-tuning and better signage. We agree with you that DunDraCon gets the best GM's, running the best games, and we know that you know that if there is a GM problem, we work to solve it in the best way for all parties. We're glad you noticed the variety of games offered, too. Our DDC Staff work very hard to give you helpful information, friendly instruction and happy smiles, and we're pleased that you noticed. And finally, we've made a big effort this year to improve communications, with more info on the Web site (where most of you get your DunDraCon news), frequent (but not TOO frequent) DunDraNotes, and our improved (and improving) Facebook and Twitter presence, and we're glad that was a Good Thing for you, too. Also- we had a GREAT time at the PJ party; it was fun meeting so many of our Guests over milk and cookies!
That said, there were some issues raised that I'd like to comment on...
Hotel Issues
Hotel Rooms
We were sorry to hear that several of you did not wind up with the room type, location, or amenities that someone speaking for the hotel had led you to believe you were getting, and we will discuss these problems with the hotel. Some of that sort of trouble is structural, however - resulting from a combination of the severe limitation on these resources, the hotel’s intense please-the-guest culture, and the distributed reservation and information system. When Hotel Staffmember A sees a chance to fulfill a request, the fact that Hotel Staffmember B has promised it to someone else sometimesisn’t available. That is not good, and we’ll urge the hotel to work on it... but it may not be feasible to eliminate entirely.
Hotel food
Some of you complained about either the prices, or the quality, of the "Snack Bar" offerings. I think this is an area in which there is always room for improvement (at least until they start offering $5 lobster tails!). The Staff has been taking about this, and will have some specific suggestions for the hotel, including the possibility of greater variety (including some dishes for folks with food restrictions) and fresher offerings. However, you do have to remember that the Snack Bar is, essentially, for grab'n'go eating (the equivalent of fast food); if you have more time for a meal, the hotel restaurant offered (and likely will continue to) a few lower-priced entrees as part of their Con weekend menu. Oh, and we miss the omelette bar, too!
Girl Scout Cookies
I did feel for the Girl Scouts, but the adults involved should have known that selling in a hotel like that is not Girl Scout policy, and so they should not even have been there. It is the Hotel's policy not to allow sale of outside food and drink within the Hotel, which made this an unfortunate situation for everyone involved.
Parking
Better communication seems to be the key here! We did have an overflow parking area, but not all the security guards at the site were advised of this. Be assured, we will be bringing this up with the Hotel rep so that this will run more smoothly next year. And it’s already on the agenda for the Marriott staff, spearheaded by the front desk manager who had to climb into his personal car and drive over there to roust the on-site security about the problems
Pot smoke
Yep… there was. If you smell it, please let either a Green-Shirted Staff Person, or a Hotel employee, know about it. Smoking is NOT allowed in the Hotel, and that means any kind of smoking, be it cigarette, pipe, or herb; recreational or medicinal.
Elevator
the Hotel was terribly sorry. We were terribly sorry (and inconvenienced, ourselves). But it was an unhappy accident- nothing that could have been planned for, or avoided. They did call in a repairman from the elevator company, but the trouble proved to be a broken part that had to be ordered from far away - and there simply isn’t space to store enough spare parts to be sure that none will ever be out of stock. But hey, at least it didn't rain all Con this year...
Ventilation in Open Gaming Rooms
We had great weather this year, with sunny days, and warm temperatures. Yay, except that made the calibration of the temps in the rooms a little more interesting (warm days/cold nights). This will be mentioned to the hotel.
Location
You like the San Ramon Marriott. We like the San Ramon Marriott. Yes, we could use a bit more space, but in the near term, we're sticking with the San Ramon Marriott. Guest room issues are being handled via use of the Courtyard, across the freeway, for overflow, and the shuttle service (which I suspect will keep improving). We were sorry to hear that several of you did not wind up with the room type, location, or amenities that someone speaking for the hotel had led you to believe you were getting, and we will discuss these problems with the hotel. Some of that sort of trouble is structural, however - resulting from a combination of the severe limitation on these resources, the hotel’s intense please-the-guest culture, and the distributed reservation and information system. When Hotel Staff member A sees a chance to fulfill a request, the information that Hotel Staff member B has promised it to someone else sometimes isn’t available. That is not good, and we’ll urge the hotel to work on it… but it may not be possible to eliminate entirely.
Game Room space, yes, is limited, but our Scheduler is brilliant and capable of making a lot happen even with the limitations. We did put some overflow gaming tables on the back patio fairly late on Saturday afternoon this year. If the weather is good enough next year, we’ll ask for overflow tables to be set up much earlier.
All of this is is not to suggest we'll never consider moving, but it's not likely to happen in the next few years. We’re at an awkward size - tight in the current hotel, but small enough to get lost in the vastness of the larger ones we know of. If you can point out a place an easy drive from Oakland with about 500 sleeping rooms and between 19,000 and 24,000 feet of public function space, we’d be happy look into it.
Dealer's Room Issues
Bazaar and Dealers Room Hours
Many of you wished that both the Dealers Room and the Bazaar might run longer hours. For the Dealers Room, some of them are running a physical store, or traveling a distance, to be with us. This means it can be difficult to get here early enough on Friday to open, and we really can't open the room until at least most of the Dealers are settled. Our Dealers Room Lead will consider the suggestion for longer hours, though, as will the Bazaar Lead.
Game Registration Issues
Game Reg
By far the most difficulties seem to be regarding Game Reg process, and as the Game Reg Lead, let me tell you, I know there are issues. The good news is that the Game Sorter software behaved perfectly. The bad news is that there were folks who didn't get into the games they wanted, and this will probably always be the case.
I am absolutely discussing with the Game Reg Software guy how we can fix the weighting to be more fair, but making Sessioin P games "weightless" is not an option. A change in the way getting, and failing to get, into games as it relates to weighting will be made, and once we figure out what form it will take, you will be advised (probably closer to DDC 38).
Some of you suggested we go to an "All Pre-Con" reg, having everyone sign up for games before the Con (like Pathfinder does). There are a number of reasons this won't work, including, but not limited to: Over half our attendees still pay for their memberships when they arrive at the con; game cancellations; life getting in the way of you actually coming to DDC (and if it were an extreme circumstances, we might not be notified, leaving Guests signed up to games and not even at Con); changing your mind, plans or interests at Con, so the games you signed up for no longer work, etc. Pathfinder can do it because they have a smaller audience. With over 1700 of you potentially signing up for games, trying to do it all pre-Con just isn't feasible. We offer on-line Game Reg from Feb. 1 until late sunday afternoon, and open (paper) Reg throughout Con at the Info/Game Reg table during Info Table operational hours (8am-10pm), and are pondering other ways to make it easier and more convenient.
Pre-Con Game Reg Confusion
Due to the wording of the email you received upon submission of your pre-Con Game Reg on the Web site, some of you thought it meant that you were entered into the game you chose (particularly if you only signed up for only one game per session). This was, obviously, not the case; you were just entered into the Game Sorter, like everyone else who did Game Reg, pre-, or at-, Con. We're sorry about the disappointment, and the wording will be changed to reflect that you have registered to try to get in the game, not that you are in the game.
Game Reg Choices
There was some confusion about how the three choices on your Game Reg slip actually work.
When you submit your Game Reg choices for a session (either electronically or with a paper slip), the Data Entry person (often me) enters the numbers you chose for your first, second and third choice (if made). All of this goes into a database, and the Game Sorter then goes checks First Choices by weight, seating the Weight 1 players into their games first, then Weight 2, and then 3, and so on up to 50, filling all game seats at each level until the maximum is achieved.
If there are fewer requests for seats than seats in the game, everyone who requested the game is in! O Happy Day! If there are equal numbers, it fills the game seats and is done. But if there are more requests than seats as it goes up the weights, it randomizes the requests at that weight, and fills the game.
Note that, since all games are filled at the same time for each "weight" for each choice level (First, Second or Third), it may be that your second and third-choice games were filled with other people's First choices.
If your requested first choice game is assigned to you, you're "done", if it is not, you are considered for your second choice, and then your third, in that order. You'll never be put into your second or third choice game unless your previous choice is filled.
Priority 'Weight' Confusion
One thing that was exacerbated this year by the ability of GMs to Priority Pre-register for games was the weighting due to priorities. A priority player’s weight is changed when a priority slip is put into the system, not when the session the priority is for is sorted. This means that if you use a priority slip early in the con for a late session game (like using the priority pre-reg for a session 6 game), your “starting weight” for the Session P, 1, etc. games is already weighted as if you had already gotten into a first-choice game, making it much more difficult for you to get into those early games, at least until the rest of the attendees have gotten into one or more games (somewhere around session 2 or 3).
This has been true for the last 10 years, but the Priority Pre-reg really brought it to the our attention. We are re-writing the Input and Sort programs to make sure that Priority choices are weighted when the session is Sorted, not before.
Note - This part of the program was written 10 years ago, when each session had a specific sign-in time, and it worked fine - then. When we went to "turn in slips at any time", this part of the program was not updated - frankly, it just didn't occur to me. - Roderick
Game Reg Errors
They happen. I, and the other data entry folks, are human. There are occasional typos and mistakes made. It's easier to check now, because the program shows the name, badge number, and choices at the end of entry of each slip (or email), which helps; but again, mistakes can be made.
The other problem, as has been mentioned before, is handwriting. I have never done a session that did not include some number of instances (from 1 or 2, to 10 or 20) of having to check with other folks in the Con Suite to see if I'm reading the number correctly. I also have some Guests every year who have memorized a juxtaposed (or upside down!) version of their badge number, so each time I get a slip, I have to check the name in the database and add the correct badge number. Or there's a badge number but no name. Or vice-versa. Or three game choices, but neither Name or Number. Or a badge number and/or name, but no game choices. As long as there are human beings on both ends of the process, there will be mistakes. But we are all doing our best...
"Lost" Pri slips
We had some strange issues with Pri slips this year, and I'm honestly not sure what happened. Several people commented that they used Pri slips to get into games, and didn't get into them. I know that in at least 2 (maybe 3) cases, a game filled with Pri's, and so I had to use second choice games on the Pri slip (this is why we have you make three choices). For at least 2 Guests, their First - and only - choice filled. For one, I was able to check their Player History, find a game they had (normal) Reg'd for, and gave them a Pri reg into that game to make up for it. In another, the player only used their Pri slip for one game, and they registered for no other games at the Con, so I was unable to do anything about it.
After Con, I look at the Pri slips and check to see if I made any notes on them that need to be handled (including issuing another Pri for next year), and I'll also see if I can figure out what the other strange issues referenced above were caused by. I am in conversation regarding the Pri slips, and how we can do it better to assure that those folks earning Pri's will get into their chosen game. As I'm doing data entry, my normal process is to do all Pri slips as soon as they come in, to lock in the first choices if at all possible, and deal with any issues right away. I recognize how important Priority Game Reg is to those who earn it, and make every effort to see each person in their chosen game.
Game Reg Results Posting
Some attendees apparently didn't know… but results are on-line at the DDC Web site for each session. We're going to put up signage next year with those nifty little QR codes, so you can go straight to the right page with your Smartphones or tablets (they're also in the Con Book).
Paper posting will go faster next year, too, as we'll be doing the printing at the Info Table, and will have more folks to get the results put together and posted.
Finally, a lot of you asked about using the Hotel's Info screens for Game Reg results; the Hotel is very proprietary about those screens, and are only offering us limited use of them at this time. We will keep asking, though!
Reg Session Timing
I hear you, and I agree! There needs to be more time between the end of the Session, and the first Game Start Time. Next year, 1.5 hours will be allowed, giving me (or my Staff) time to enter the last few Game Reg emails and slips, run all the necessary programs, get the results, and post the results. You can help with this by not waiting until the last 5 minutes to submit your email, or paper, Game Reg choices.
Smart-phone "Ping" to advise you that you're in a game
A great suggestion, but we don't have the means to do this currently.
Other Comments
Restaurant deals
Many of you were pleased with the discounts, but some were less than pleased when you tried to *get* the discount, only to be met with blank stares at the restaurants in question. I encouraged all the managers in the strongest terms I (politely) could that they needed to be sure ALL their staff knew about the discounts. I'll do it again, and more, next year. Hopefully, more restaurants will participate, too.
Smiling Faces
While most found our DDC Staff (those Green Shirted Wonders!) and our Volunteers a happy and helpful bunch, there were a few survey notes concerning rude or distracted staff and unhappy volunteers. The DunDraCon Staff and I recognize that we are, first and foremost, agents of customer service, and you, our treasured Guests, deserve our best, Every. Single. Interaction. That's what we try to give you. But we are human, as are our Volunteers, and stress takes an inevitable toll. I apologize if anyone had a difficult, or even unpleasant, interaction with Staff or Volunteers, and can only offer up a promise that we will all try to do better next year. And if you're having an interaction with Staff or Volunteer that is not going so well, consider excusing yourself, and find a Staff Member (if you were talking to a volunteer) or a different Staff member (who may be able to help you better).