Getting to Know Ghost's Security Services

Image Courtesy GSS - Photograph by Geena Carminucci

In our real lives, safety is of utmost importance.  We all deserve to live our days feeling secure in whatever we do, and wherever we are.  The same holds true for Second Life.

Although we may think that SL is only a pixilated virtual world in which we live in total safety, many individuals will contest this is simply untrue.  Virtual worlds hold many similarities to real life, and while in many cases an individual can simply log off in the event of harassment or virtual violence, personal security is still an issue.

Second Life is made to parallel real life in many ways.  These parallels also include negative actions such as stalking, bullying, sexual harassment, verbal and psychological abuse, and terroristic threats against a human being.  It can also include actions against one’s personal property and business.  It is possible to feel victimized via a virtual platform, and sometimes, depending on the seriousness of the issue, it can affect one's real life as well.

This brings me to the matter of the measures that can be implemented as a preventative means to combat potential threats.  What many SL residents may not be aware of is that there are  services out there to aid in guarding individuals, sims, businesses, and events from various kinds of virtual safety issues.

Image Courtesy GSS & Zanze - Photograph by Geena Carminucci

The ZanZe Sims have recently teamed up with Ghost's Security Services in efforts to make the ZanZe community a safer place to live, work, shop, and have fun.  Run by Ghost Evermore and Naila Summerwind, the couple provides a comprehensive list of services to ensure the safety of anyone needing a reliable security system.  I sat down with Ghost and Naila to talk to them about what they have done for ZanZe, what kinds of services they provide, and more about how their company came to be.

IN: Alright...I hope I haven’t written too many questions for you, I don’t want to take up all your time...lol

GE: Not a problem :)

NS: He likes to talk, so he'll be thrilled *lol

GE: Facepalms

IN: So I would like to start off by thanking you again for this opportunity to interview you both for the ZanZe Blog! It's perfect if he likes to talk, then I can't be blamed for too many questions right? lol

GE: don't believe what Naila says ... I'll be lucky to get a word in edgeways ! ;)

NS: O

NS: M

NS: G

IN: hahaha

GE: :)

NS: You'll see India *lol

IN: I am loving this interview already. :) First, let's talk a bit about how Ghost's Security Services began. What was your motivation to begin GSS, and how long has your company been around?

NS: I'll let him answer that, since he began GSS before me :-)

GE: OK ... well as you may know I used to work for SafeAssist ...

GE: One of my tasks was weapon and equipment procurement ...

GE: So it was from there I had the idea or brainstorm .. of developing it further ...

GE: It started in July last year as a side business with a small shop ...

GE: Just reselling weapons etc ...

GE: and then developed to the large Main Store we have now ...

GSS Mainstore - Photograph by India Nadeau

GE: but since Naila joined GSS fulltime ...

GE: in January ...

GE: we have introduced many "equipment packages and services" that we offer clients and it seems to be going really well, as we saw a gap in the SL market that people seem to want.

GE: Security is a necessity ...

IN: Oh definitely, it is.

GE: But initially people only want it when something has happened to them that is bad ...

GE: We are trying to bridge the gap and make a preventative statement and offer protection before it's too late.

GE: (I'll shut up now lol )

IN: That is a great thing to do though...it usually is best to use preventative means before something bad really does happen.

NS: Yes, India, we are trying to encourage our customers to take the preventative measures to keep from getting in a bad situation

NS: How to stop the trouble before it begins.

IN: Great! Now part of the next set of questions has already been touched on, but Ghost, I read on the GSS blog a bit about your background in working with security in SL, as well as your professional occupation in RL. Can you tell me about how this background has benefitted your skills in providing these types of services and creating your company in SL?

GE: well the RL theory works the same in SL to an extent. My background in security was initially in the military, and then I ended up as a Security Consultant for a private firm ...

GE: Logically I should have been a stripper or escort in SL instead of doing my RL job I guess lol ...

IN: Hahaha

GE: but the theory works ....

GE: In RL we ascertain what the client wants with regards to security ...

GE: what they are trying to prevent ...

GE: what their land or property is ...

GE: any weak spots etc ...

GE: and we fill out ridiculous amounts of paperwork and make many maps and diagrams etc ...

GE: Greenpeace would have a field day!

GE: in SL ...

GE: it's the same minus the reams of paperwork ...

GE: although we do email reports and surveys etc to clients if they wish as notecards suck.

IN: Notecards do suck...I so agree!

[14:29] IN: lol

[14:29] GE: :) hell yeah

[14:29] IN: There should be an integrated word processor feature in SL. lolol

[14:30] NS: god that would be nice *lol

IN: Ok...another multi-part question...because I love writing them...lol

IN: This question is for Naila, what is your role in GSS? What are your main duties? I understand you have quite a high level of experience working with SL businesses. How has this or any RL experience benefitted your skills in working with GSS?

NS: Well, as far as the security side, I did do a short stint with SafeAssist and learned quite a bit between my work there and learning from Ghost. I also bring a bit of knowledge and understanding from our customers' side, having played SL for a while now and seen what the typical resident goes through

NS: I think that I can safely say that about 70% of the residents that come to us are female, so having the female perspective is important.

NS: The other side of it is that I have a pretty extensive business and marketing background

NS: in RL and in SL

NS: So, I think that the best things I bring to GSS is that business and marketing experience, and the ability to relate to our clients and what they are going through.

IN: In all seriousness though...it is excellent that you, Naila, can bring the female perspective to the table as well as your business and marketing knowledge. It sounds like together you have a very strong and well rounded team here. :)

IN: What are the basic services you provide for your customers?

GE: We work really together ... Naila has a superb business head and will often see things I don't, or new approaches etc ...

GE: Between us we developed our own intranet for keeping track of all our inventory, client database and contacts etc, as well as diary management ... so it helps our organization and ability to keep track of everything and provide a true professional service ...

GE: The basic services range from:

GE: a simple review of the land or property, and advising the client on the best type of equipment to use

GE: right the way up to multi-sim business users, a full written report and assistance with equipment selection, installation and also we even offer monthly and lifetime equipment support.

IN: It certainly sounds like you have a fantastic way of organizing your entire business and determining and assessing client needs.

NS: Well, we try. The main goal is to gear our services to the specific client needs

NS: so we are always tweaking packages and most of our services can be customized to specific needs.

IN: So there is a package that will suit pretty much anyone?

NS: absolutely, none of our packages are set in stone. Having worked for a variety of businesses in SL, from land management to shopping sims, to clubs, we fully recognize that every client may be faced with different requirements.

NS: So our listed packages are an example for our customers.

IN: Awesome. That really is a great way to offer maximum customer service!

IN: Are the majority of your customers individuals or businesses?

GE: We have a fair mix of both ... during the start up phase of the business, we kind of relied on established contacts such as ZanzE, Blizzard Estates and friends ... but now word seems to be getting out and residents are coming to us on referral which is great. Our aim is to be the specialized security equipment dealer of choice ...

GE: We also have a good working relationship with many of the creators ...

GE: Often we suggest modifications based on a client need, and in the main the creators accommodate us because it's in theirs - and our interest to support the client.

IN: Right...very nice. :)

NS: India, I think what makes us different than many shops that specialize in security equipment is that we take the extra effort to know the equipment we sell and can offer instruction and support to our clients.

NS: There is nothing worse than purchasing a piece of equipment and then having trouble using it.

A selection of HUDs at GSS - Photograph by India Nadeau

GE: Yeah anyone can simply do a resale shop ... we want to provide quality services as well.

NS: Yes, and we want our clients to know more than just the basics of operating the systems, we want them to know how to best use it to their advantage to make their SL safe.

IN: I think that is one thing that really has stood out to me in talking to Zzoie and looking at your website. You have had awesome reviews and appear to be very very hands on and thorough in catering to your clientele and what they need.

GE: thanks India, and that's the exact approach we try to make ... we try not to do a "hard sell" on a client ... many times we've actually said "stop - you don't need that" lol ...

GE: But when we start a job, we take it seriously ....

GE: After all ... a client may be paying us with L$ ...

IN: It shows you really care about others and their safety, and that is extremely refreshing in this virtual world.

GE: but the Lindens come from hard earned real life money ...

GE: so we have an obligation to do our level best for them.

NS: We are pretty proud when a client comes back satisfied with what we've done.

IN: You should be proud! You are protecting us from evil doers...lol. :)

GE: lol ... that's the problem with SL... the axis of evil will hide behind anonymity ...

GE: and because there is money involved in SL ...

IN: Attention that you give to your customers is definitely appreciated, that is clear.

GE: The criminal fraternity pay attention ...

GE: so anonymity and criminality make a potent enemy ...

GE: and LL themselves don't seem to offer any real assistance, so we are here to try and provide that missing link.

NS: Again, it all relates right back to RL, the same "evil" exists only it is covered by the anonymity that SL gives them.

GE: As I said before ... prevention is the best possible form of defense

GE: against the axis of evil.

NS: India, that's why we branched out a bit from just direct sales to adding the services.

NS: There are so many things that SL residents can do or not do to prevent some of the things that happen.

NS: We try to offer them guidance in those areas as well.

IN: Well, thank you for working hard to provide that missing link. I am also curious about the most common types of violations you have come across. What are the most common types of security violations GSS encounters?

GE: It can vary completely ... the most common I guess would be uninvited visitors to a client's land or house etc ...

IN: lol...we have all had that one happen.

GE: Having some stranger appear in your bedroom at an inopportune moment can have an off-putting effect ;) ...

GE: Also business owners want to protect their assets ...

GE: and prevent known troublemakers accessing their land...

GE: something the normal LL provided facilities are unable to achieve.

IN: True.

GE: The reason they come to us is for broad reasons ...

GE: from simply wanting to stay safe .. to someone who may have had issues such as stalking in the past ... and wants to lock themselves down

IN: So now, I would like to talk a little bit about how you have helped ZanZe...

IN: When your services were requested for ZanZe, describe the process you went through to determine the services needed by the sim as well as the services you have provided to enhance ZanZe security levels.

GE: Well obviously there is a client confidentiality issue here ... so I can’t go into specifics ... but I can tell you the process which is the same for all clients basically ...

GE: Zzoie approached us to recommend and check her security ...

GE: We looked at the whole estate ... and it was interesting because it consists of ...

GE: residential, commercial and private areas ...

GE: so that in itself proved a challenge ...

IN: Right...

GE: Once we had decided on the best equipment ..

GE: we completed an in depth report, outlying several cost options ...

GE: and when Zzoie decided on the package she wanted, we assisted to install it with her ...

GE: once it was installed, there is what we call a 'bedding-in period' ...

GE: where the systems are effectively soak tested to make sure they work as advertised and don't conflict ...

GE: and any bugs to operating procedures, staff issues etc are ironed out ...

GE: When done, and the client is happy, and all is working well, including training staff on the systems ... then we can call it mission complete.

GE: But we are always there to offer guidance etc .. and there is extra support available without monthly and lifetime services as well.

IN: Very nice! I know sometimes it is hard at first getting used to a new system and how it operates...

NS: Exactly.

NS: And the bottom line on what we do is this

NS: When LL created SL they made the TOS or Terms of Service for every user

NS: however, as we all see quite often they fail miserably at upholding residents to this TOS.

NS: Thus entered a group of absolutely brilliant creators that made systems to help residents prevent these violators of TOS from spoiling their SL

NS: and our goal is to make sure resident know what is available and how to use it.

IN: I am sure many more people once they find out about what you offer, they will be contacting you right away.

IN: Otherwise, in SL, we are more or less left to fend for our own safety

GE: That's true unfortunately ... LL only care about receiving resident's linden ( allegedly lol ) ... we are there to help people stay safe and provide them with quality security equipment designed and customized to their specific needs, which will enable them to maintain their privacy and SL lifestyles without harassment

IN: Ok, last question...

IN: What do you both see for the future of GSS?

GE: Global domination of the SL security market ;)

IN: lol

NS: I think we both would love to see GSS grow to be the premier security and equipment organization in SL.

NS: We want people to know what we provide and how it can enhance their SL experience.

GE: Ideally .. I’d love to see GSS ...

GE: become like Naila said ...

GE: the place where people come for equipment and preventative advice ...

GE: and also re [regarding] our blog ...

GE: a place they go to read interviews with creators, product reviews ...

NS: Told you he'd type war and peace before we were done xD

GE: and then have creators asking US to be included :)

IN: Well, that was a great rendition of War and Peace. Haha. :)

IN: Kidding...Really, this interview has been very informative and anyone reading it will be more informed about SL security measures too.

GE: I hope so India :)

IN: You both are great people to have in Second Life, and I hope GSS is really going to be the biggest security business on the grid.

NS: Thank you India, that would be great :-)

GE: Many thanks for that India :) now how much do I owe you for saying that again?

IN: Hahahaha

NS: Ahahahaa

IN: Check the contract...jk. lolol

GE: I did ... I have the brown M&Ms on the table ;)

IN: lmao

It was truly a pleasure getting to know the forces behind GSS, as well as how they approach making SL a more secure place to be.  Anyone who employs their services will get the best and most complete care from Ghost and Naila and the duo will stop at nothing to ensure customers are happy with the  outcome they receive.

Whether you need security for your home or business, GSS can tailor something specifically for your needs.  Their mainstore offers security equipment and gadgets, as well as a selection of weapons and HUDs for fun and role-play as well.

Take more control over your safety in Second Life—Ghost’s Security Services will have you prepared in no time!

For more information, check out the GSS website, drop by the store, or contact Ghost Evermore or Naila Summerwind directly.

GSS Store SLURL: http://maps.secondlife.com/secondlife/McKindred%20Isle/128/105/21

Website:  http://ghostssecurityservices.blogspot.com/