At least know what your talking about before taking time to write that much, okay? If you had taken a bit to actually think you'd have realized that after a point all the extra skill points older players have doesn't mean they are stronger in a ship then you, rather that they can fly MORE ships then you! Of course the knee jerk reaction is to be expected from someone who probably got owned hard. (cry about being over powered) Oh, I almost forgot to mention there are mechanics in game for purchasing older characters with more skill points using in-game currency. Crazy huh? :D

Seriously if I hear one more reporter on NPR talk about Second Life and Twitter I.... I may be forced to give in and assimilate. :(

I worked in customer service as in-game support for an MMO. We had a massive wiki which aided us greatly in helping with player problems. Step by step instructions for solving common problems etc, explanations of how each quest worked and so on. Granted this was all a text interface, allowing multiple 'calls' to be taken at once, with a liberal use of macros. I can't comment on how effective it would be in a one on one voice based call, but it did provide a quick and easy way to find information on nearly anything a customer needed help with.