Asking for help is a TWO WAY street. - THREE RULES of COURTESY

[FormerDittoHead]

Additions / corrections are requested

1) BE SPECIFIC WHEN YOU ASK.

What kind of computer are you using? Mac? Linux?

What's your OPERATING SYSTEM?

What program is the problem happening in?

Are you getting error messages? BE SPECIFIC (but to the point). It beeps? How many times? etc.

What is it that you want to do?

2) Do a LITTLE homework before you ask.

Did you Google "my problem" and look up at least ONE hit?

3) FOLLOW UP ON YOUR SOLUTION!

Was your problem solved? LET US KNOW!

[democracyindanger]

1. And no all-caps when posting

:evilgrin:

[lpbk2713]

2. Did you read and follow the instructions?

When you installed it?

When you attempted to repair it?

[ConsAreLiars]

3. You are demanding that those asking for help first pass your test. .

Some users, the more expert, understand the importance of these details. Others, less expert, describe only the problem they have encountered but do not know that these details might be helpful finding in the solution. They all deserve help, even if they don't ask their questions in "expert" language.

(edit typo)

[qanda]

4. Right

I think it's hard for people who know a lot about computers to imagine that there are people who have very little knowledge. And it's easy to make someone feel stupid when they have no clue what they are talking about. I think using patience and grace is key whenever you are attempting to help someone.

[FormerDittoHead]

5. Expert language? Like is it a Mac or a PC?

The rules are not to kiss someone's ass, but to help them help the questioner better.

Just read some of these questions posted here and you can see that there is no practical way short of telepathy that anyone can be expected to help them.

[Angry Girl]

6. It's not deliberate. People don't realize they're making assumptions

The whole experience can be like a befuddling black box. There is no conceptual framework for many people and therefore no common vocabulary. So comunication IS going to be a problem and the best one can do to help is ask guiding questions.

Like a tech support issue for ISPs many years ago might have been "My Internet is broken." Which could be mean anything from my PC won't turn on, I'm using my mouse like a remote control, my modem is kaput, I don't know my ISP's number, I have no ISP, my browser is screwy, or my 4-year-old screwed up my host file.

[RoyGBiv]

8. Yes, MAC or PC ...

A very large proportion of people have no clue what the difference is, or even if they are aware something is different, they don't understand in what way they are different or that it matters. To many people, giving a brand name is considered good info, which it usually isn't, and terms like Mac and PC fall under that large umbrella for average computer users.

[RoyGBiv]

7. This don't think this is necessary ...

And I have to say, if I ever have someone ask me in response to a question in a "HELP" forum, "Did you google it?" I become instantly pissed. All this says is A) I have no intention of helping you, and B) Apparently you're stupid. The vast majority of the time I end up in a help forum it is because I have googled for answers to my Linux questions and have been pointed *to* that help forum and an answer that didn't answer my question.

This forum has existed for a good period of time, and with one notable exception, I can't think of anyone who has come here asking for help who has not tried to help those attempting to give help understand what the problem is. Sure, it sometimes takes time to get to the root of the problem, but we're not being monitored here for call time. If one doesn't feel like digging deep enough to determine the source of the problem, one simply avoids posting in the thread.

That notable exception is the exception. Someone came in here posting a vague outline of a problem and promptly got pissed because no one was able to help immediately fix it. The thread died, and everyone moved on. Your comments might be a good response to that kind of reaction. People asking for help do need to understand that those seeking to help may need to ask a lot of questions first and be patient while answering those questions, but like I said, most people are perfectly willing to do that.

Some of us may think giving information such as the operating system is a no-brainer. It isn't. In my job, I often asked people, "What operating system do you use for your computer?" Just that question confuses better than half the people asked, so I have modified this question to, "When you turn on your computer, do you see a screen that says Windows?" If yes, "Does it say Windows 98 or XP or something like that?" That solves 90% of the issues, and I didn't need to make them feel stupid for not having a clue what I mean.

All that said, your last point is a good one. If the problem is solved, it would be quite nice if people who let those who tried to help know about it, even if we didn't offer the exact solution. Knowing the problem is fixed, and how it was fixed, could help the helpers understand what was taking place, and it might help others in the future having similar problems. That is a courtesy.