Some Guidelines

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  • #102
    Profile photo of Brendan Piater
    Brendan Piater
    Keymaster

    Firstly and foremost, always be polite and keep discussions clean.

    When asking for technical support:

    • Search for posts on the same topic before posting a new question.
    • Give clear, specific information in the title of your post. Also, please resist the urge to use a sensationalist, extreme, and flame-baiting titles.
    • If you include screenshots, use the forum attachment system rather than an offsite host such as imgur.
    • Include as many details as you can.
    • Post a follow up with a “Thank you” or “This worked!” It’s always nice to let the people that help you know that you appreciate their help, and it lets future readers know the information was useful.
    • When you learn something, use that knowledge to help another user later.
    • Do not shorten your words to acronyms or abbreviations or use URL-shortening services, as is often done when texting or in a Twitter-style update. It is very difficult to read and understand and you are not limited to a small number of characters.
    • Use colour and font properties for highlighting portions of your text, and not for all of the text in your post. Please use the default font color and properties unless you need to highlight or draw attention to a part of your post. ALL CAPS is interpreted as screaming. Funky non-uniform font size/color is difficult for those who are visually impaired. If you are having problems with reading the font, please adjust your browser.
    • Do not cross post, or post the same thing in multiple locations.
    • Bumping your thread if you receive no answer is acceptable. Premature and excessive bumping could attract staff attention and action. If you wish to bump, consider time zones – the one with your answer might be asleep. Bumping your post means it will not appear in the unanswered posts search and will escape the notice of the Unanswered Posts Team.

    When answering technical support issues:

    • Be considerate to the person asking the question. Yes, some users are harder to help than others, but please be respectful to all users.
    • Avoid acronyms and jargon when giving instructions.
    • If the user’s question has been covered in one of the community documents, please give them a description and the links.
    • If you wish to remind a user to use search tools or other resources when they have asked a question you feel is basic or common, please be polite.
    • Any replies for help that contain language disrespectful towards the user asking the question are unacceptable and will not be tolerated. This includes things like STFU, RTFM, and LMGTFY as well as the obvious forms of disrespect.
    • Always assume that the user is a new user unless you’re certain the user is not.
    • Explain each step of the solution. If possible, teach the user while giving a solution to them. Teaching begets more teaching.
    • If you’re uncertain if a procedure is correct, please tell users so. If your procedure has inherent risks, please tell users what they are.

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