What to Ask and How to Answer Questions

[Erika]

First, Happy New Year to everyone here!!!!

This isn't my business and I'm not naming names but sometimes people
offer very snippy, sarcastic or nasty responses when answering sincere
questions from clueless people. Yes, I know they're clueless, but
they're here for help in what looks like a Microsoft sanctioned
newsgroup, and they should be treated with respect. They are here
because they don't know the answers. One suggestion is to finally write
that FAQ we've discussed that has the answers to the 10 top questions
and simply refer the questioner to the answer: "Please read the FAQ at
www.faq.domain.com and come back if you have additional questions after
that."

Now, what follows is taken from another newgroup I visit and I thought
it would be useful to share:

What to Ask and How to Answer

If you're answering a practical question, *first* make the answer
practical and *directly address the question*. Tell the inquirer how to
do what they ask. Do not berate or belittle them for asking it. Follow
up your answer with "...but here's something else to consider" if you
feel it important to do so, *but only after you've answered their
question*.

Above all, if you can't answer with a modicum of respect, or without
feeling somehow annoyed by the question, then DO NOT ANSWER AT ALL. I'm
dead serious about this. You may have seen and responded to a question
six thousand times, but the person asking has only heard it once: when
they asked it. They're asking it in order to fill a gap in their own
knowledge. Make your answer an encouragement for more questions, not an
incentive to go away.

Food for thought!!!

 

[Box134]

If everyone was like you we wouldn't need your suggestions. Maybe you're
either too kind or naive to realize that a few bloody-minded people come
here only to insult. Fecesia, or Margolotta as she calls herself today, is
one. No amount of good will will change that.

However, keep a good thought. Hugaboo!

 

[Erika]

If everyone was like you we wouldn't need your suggestions. Maybe you're
either too kind or naive to realize that a few bloody-minded people come
here only to insult. Fecesia, or Margolotta as she calls herself today, is
one. No amount of good will will change that.

It's not naive to expect common courtesy in a group like this. The
problem here is not just the trolls - it's the fact that a whole group
has started to jump on the troll bandwagon and offer snippy answers to
people who land here looking for help.

 

[Carrie]

I know what you mean, when I first got a computer I think I asked
questions I couldn't even explain right, or they were so simple people who
knew couldn't understand what the problem was (LOL) I remember when I was
learning to make websites wanting to know "where is page 2?" ( Or course I
had to MAKE a page 2 and upload and link it)

I was told once "there's no such thing as a dumb question" (at least with
computers, etc)

I've seen this on a computer tech board "There's no such thing as a dumb
question. Those are the easiest to answer".

Anyway, overall, from being on boards and groups, it seems the answer is
just to ignore those who are rude, critical and seem to be looking for
attention (in a negative way). The regulars here who answer are always so
patient and polite with people.

Of course, ignoring those who find fault and are snappy, doesn't help a
NEWCOMER (who might be seriously trying to ask a question in the only way
they can explain it) feel better about it.

So, along with ignoring the rude, critical posts, maybe being patient and
polite and and trying to help, to offset it.

I know I still feel like a newbie to a lot of this, but sometimes I try
and answer if I've had any experience with it. Just to make a connection and
not have the question float down the board, ignored. I've also jumped into
other's threads with questions if I've had the same questions and
experiences. I know on some boards, I'd get told off for doing this- they
call it hijacking someone else's thread. Overall, this is a really great
group and seems to stay peaceful and helpful, which can't be said for a lot
of boards, and especially newsgroups. Especially the so-called "spiritual"
themed ones.

Happy 2006 to all ! (I still have Office 2000 and at this point I'm
happy with it, but then I still have Windows 98 SE and if and when I get a
new PC it will have XP on it and at some point I'll probably be moving on)

~ Carrie

 

[Carrie]

If everyone was like you we wouldn't need your suggestions. Maybe you're
either too kind or naive to realize that a few bloody-minded people come
here only to insult. Fecesia, or Margolotta as she calls herself today, is
one. No amount of good will will change that.

How about skipping her or putting her name on a blocked list?

I can only get the microsoft groups in Outlook Express, and other
newsgroups I have to go through google, and you can't block people. Also, if
you block people too much, it leaves holes in threads and can be confusing
to read. But here, this is clearly not something worth giving attention to
(though I have responded, being new and not realizeing the overall
situation). Just skipping the posts and not responding would work, but....
people who come here new and get told off by her need to realize this, too.
That this isn't the overall attitude of the group. Just because someone
doesn't ask a question in the proper way, or spells something wrong, or
leaves out a comma, etc doesn't mean they aren't here to learn and share.
Those who know, and answer the questions here realize this, and I
admire their patience and all the time they take. Something that seems so
simple to do now, can be so confusing when just starting out.
With Publisher, there's a built in tutorial (at least in mine, 2000)
that's really good. I've gone over it twice now. I also have several books
and tutorials for it.

Nothing beats asking a question and having someone give clear, step by
step instructions to walk you through it.

Thanks to all the people who help. And to all those who don't help-
well, thanks for giving me the chance to learn to not tie in with what I
don't want and isn't helpful. Hope you find your answers, whatever they may
be. We're all here to learn.

~ Carrie

However, keep a good thought. Hugaboo!

 

[Carrie]

It's not naive to expect common courtesy in a group like this.

I've been on a lot of boards and groups and I totally agree with you
about this.

But, it then comes to "what can you DO about it?" Getting into it and
trying to force people to change and be different, and taking sides with the
good guys fighting to change or get rid of the trolls, just compounds it.

I'm not saying you are doing this. Just that after anyone agrees it
should be a certain way, there's... what can be done about it? Unless
there's a moderator that can warn, delete, and finally ban (and the person
than rejoins using another name). Just sticking to - focusing on the purpose
of the board/group and not getting sidetriacked by "how" anyone is. But
again, THIS now gets into how do we get everyone to do it (ignore the
trolls, or as they say "don't feel the trolls:") Groups can turn into
warzones, just because of sides, those who feel it should be a certain way,
trying to force others to be that way.

Which, I realize I just did by getting into it in this thread (LOL)

My take on it is, ignore the meanies (who are looking for attention,
otherwise why do it?) and support the newbies, and their questions, and who
cares if they spell something wrong or leave out a comma, etc. Everyone's
doing the best they can and not everyone knows how to type (Thank You Miss
Umbriss - from 1957 typing class in high school, ASDF (space) ;LKJ (space)
on old manual Underwoods, with our hands covered with a black cloth so we
couldn't see the keys! Miss Umbriss (who looked like her name sounds) would
have never believed what I'm now using my typing class training for!)

I keep waiting for someone to jump on me and tell me I talk too much and
I go off topic here (LOL) Something I'm aware of. I get caught up in
communication and ramble.
But, life isn't all MS Publisher, there's a lot more that can tie in with
it.

~ Carrie



The

 

[Brian Kvalheim [MSFT MVP]]

Erika wrote:

<snipped>

I have begged for this for years....and no luck. I agree with you 100%.

FWIW, we have an extensive FAQ at http://www.publishermvps.com

 

[Ed Bennett]

I was told once "there's no such thing as a dumb question"

That is true, but there is such a thing as a nonsensical question.

 

[Box134]

She's not worth the effort. Just a mere zit on the ass of humanity.

 

[Oziebill]

Erika

I wish you well with this - but let's be realistic - there is only one
person who regularly and consistently responds 'sarcastically and cruelly'.
The last straw for me was when she attacked Mary a few weeks ago.

Your FAQ idea is a good one but only if people see it before submitting a
question. Many of these people seem to enter via the MS Support site
(appearing as (e-mail address removed) ) - perhaps the MVP's could
prevail on MS to include a 'good post' section in that form. The problem is
not exclusively a 'publisher' one.

Some FAQ's I have seen include a preamble on how to ask questions and are
posted to the ng on a weekly basis.

It really is a shame to see people who purchase MS products and ask
questions (albeit badly in some cases) being abused. I'm surprised that MS
has not intervened as it is its corporate image that is suffering as well.
There was a chap called Mike Brannigan from MS who commented in these groups
from time to time - perhaps he would care to contribute now.

Good luck (and Happy New Year)

Bill






: First, Happy New Year to everyone here!!!!
:
: This isn't my business and I'm not naming names but sometimes people
: offer very snippy, sarcastic or nasty responses when answering sincere
: questions from clueless people. Yes, I know they're clueless, but
: they're here for help in what looks like a Microsoft sanctioned
: newsgroup, and they should be treated with respect. They are here
: because they don't know the answers. One suggestion is to finally write
: that FAQ we've discussed that has the answers to the 10 top questions
: and simply refer the questioner to the answer: "Please read the FAQ at
: www.faq.domain.com and come back if you have additional questions after
: that."
:
: Now, what follows is taken from another newgroup I visit and I thought
: it would be useful to share:
:
: What to Ask and How to Answer
:
: If you're answering a practical question, *first* make the answer
: practical and *directly address the question*. Tell the inquirer how to
: do what they ask. Do not berate or belittle them for asking it. Follow
: up your answer with "...but here's something else to consider" if you
: feel it important to do so, *but only after you've answered their
: question*.
:
: Above all, if you can't answer with a modicum of respect, or without
: feeling somehow annoyed by the question, then DO NOT ANSWER AT ALL. I'm
: dead serious about this. You may have seen and responded to a question
: six thousand times, but the person asking has only heard it once: when
: they asked it. They're asking it in order to fill a gap in their own
: knowledge. Make your answer an encouragement for more questions, not an
: incentive to go away.
:
: Food for thought!!!
: --
:
: Hugs, Erika

 

[fb]

That is true, but there is such a thing as a nonsensical question.

Worse than a nonsensical question is the bullshit non answer to these
nonsensical questions practiced by a relative few brain dead morons who
need be taught "proper manners'.
Unfortunately, well read does not guarantee well mannered.
Frank

 

[Erika]

Erika wrote:

<snipped>

I have begged for this for years....and no luck. I agree with you 100%.

FWIW, we have an extensive FAQ at http://www.publishermvps.com

See, that's good! and useful! Every MVP should include that (or similar)
in their sig so the information is accessible.

 

[Erika]

Your FAQ idea is a good one but only if people see it before submitting a
question. Many of these people seem to enter via the MS Support site
(appearing as (e-mail address removed) ) - perhaps the MVP's could
prevail on MS to include a 'good post' section in that form. The problem is
not exclusively a 'publisher' one.

Some FAQ's I have seen include a preamble on how to ask questions and are
posted to the ng on a weekly basis.

It really is a shame to see people who purchase MS products and ask
questions (albeit badly in some cases) being abused. I'm surprised that MS
has not intervened as it is its corporate image that is suffering as well.
There was a chap called Mike Brannigan from MS who commented in these groups
from time to time - perhaps he would care to contribute now.

Thanks for your support on this issue. I think this discussion will
cause people to think and reflect on their answers in the future.

For a while anyway ;-)

 

[Carrie]

..

See, that's good! and useful! Every MVP should include that (or similar)
in their sig so the information is accessible. -

Hugs, Erika

Good idea, I didn't know about it.

Even now I do, I might still forget (LOL)

~ Carrie

 

[JoAnn Paules [MVP]]

I can handle bad grammar, misspelled words, and broken English. What drives
me up a wall are "non-questions". Subject lines like "I want to make a
newsletter" - and nothing in the large white space. I have no idea where
they need their help. Do they not know to use a template? Are they trying to
use a tabloid layout with a printer that can't print tabloid? Are they
trying to send it to someone else for whatever reason and that person
doesn't have Publisher?

These are the things that make me respond "Okay. And your question is...?" I
prefer not to read minds and I didn't get the official crystal ball that
others seem to have. I'm just trying to help others and really appreciate it
when they supply me with enough information to do so.

 

[Erika]

I can handle bad grammar, misspelled words, and broken English. What drives
me up a wall are "non-questions". Subject lines like "I want to make a
newsletter" - and nothing in the large white space. I have no idea where
they need their help. Do they not know to use a template? Are they trying to
use a tabloid layout with a printer that can't print tabloid? Are they
trying to send it to someone else for whatever reason and that person
doesn't have Publisher?

These are the things that make me respond "Okay. And your question is...?" I
prefer not to read minds and I didn't get the official crystal ball that
others seem to have. I'm just trying to help others and really appreciate it
when they supply me with enough information to do so.

I understand what you're saying, JoAnn. I worked on a help desk in the
past and all the jokes are based on true tales. (Oh, the whole building
has a power failure and all the lights are out, Mrs. Smith? No, your
computer won't work right now.) But these people who somehow found there
way here are clueless about Publisher, probably clueless about
newsgroups in general, and they've probably just forked out a
substantial amount of money for a program that's frustrating them. They
don't come in as trolls.

You could type an answer like this, once, and save it on your desktop or
whatever and copy it over and over in about 6 seconds: "Please state
your question clearly. And, here's the FAQ for the top 10 questions we
get in the newsgroup: http://www.faq.domain.com. The answers you need
might be listed there."

It would be more welcoming, encouraging and respectful to the paying
customer.

I do admit that this works better in a moderated group, but I think it's
worth trying.

 

[Mike Hall \(MS-MVP\)]

Erika

There are already websites covering some of the most frequently asked
questions.. it is as easy for an OP to type their questions into a Google or
MSN search to find them, but some have already done this.. what they want
when they come here is a simple explanation in laymen terms, something like
a two line answer that covers all exits.. that is not going to happen in
many cases..

People expect, unreasonably so, to be able to buy Publisher and find a
certificate template like 'Dad washing his first dish', and do not like the
idea of having to learn how to customise an existing template.. anything
more than a 5 minute tutorial is often more than they have time to do..

There has been criticism by some at the amount of websites one is directed
to by MVPs.. accusations of us not knowing are stuff are not uncommon.. so
what are we expected to do?.. type out long personalised answers addressing
each OP's specific need, no answer ever requiring any ability on the OP's
part?.. we are volunteers here, and have a life outside of offering to do
their child's school project for them.. sometimes, we just can't win..

JoAnn might remember the guy who had bought Publisher such that his son
could do something towards a school project... he was horrified to find out
that his son would not just be able to click the 'Finish the school project'
button.. when one or two of us suggested that he sit with his son and
experiment a little, we were told in no uncertain terms that he did not have
time for that, and that Microsoft should make it clear on the packaging that
MS Publisher is not easy to use..

Overall, I think that this is one of the better newsgroups, one of my
reasons for coming here at all.. the 'Publisher crew', Ed, Mary, Brian,
JoAnn (apologies to anybody missed) are a good bunch.. they mix expertise
with humour, which is a good thing.. unfortunately, humour to one person is
offence to another..

So answer me this.. why isn't there a template for a gay Jewish wedding
planner in Chinese characters cos they look pretty and the 'bride' is into
Fung Shui where the location for the ceremony and reception is on Nasa's 747
used for 'weightless' training.. and why isn't there a template for a fund
raising event that includes all of the people on my local Church social
group?.. I am a very busy person and do not have the time to learn how to
use Publisher, by the way..

 

[JoAnn Paules [MVP]]

I love your ideas for templates!!! Especially the Dad one. With my dad it
would be "Dad figured out which end of screwdriver to use all by himself!".

I think humor is getting to be a lost art. And laughing at oneself is so
much fun - I do it a lot!

--

JoAnn Paules
MVP Microsoft [Publisher]

Erika

There are already websites covering some of the most frequently asked
questions.. it is as easy for an OP to type their questions into a Google
or MSN search to find them, but some have already done this.. what they
want when they come here is a simple explanation in laymen terms,
something like a two line answer that covers all exits.. that is not going
to happen in many cases..

People expect, unreasonably so, to be able to buy Publisher and find a
certificate template like 'Dad washing his first dish', and do not like
the idea of having to learn how to customise an existing template..
anything more than a 5 minute tutorial is often more than they have time
to do..

There has been criticism by some at the amount of websites one is directed
to by MVPs.. accusations of us not knowing are stuff are not uncommon.. so
what are we expected to do?.. type out long personalised answers
addressing each OP's specific need, no answer ever requiring any ability
on the OP's part?.. we are volunteers here, and have a life outside of
offering to do their child's school project for them.. sometimes, we just
can't win..

JoAnn might remember the guy who had bought Publisher such that his son
could do something towards a school project... he was horrified to find
out that his son would not just be able to click the 'Finish the school
project' button.. when one or two of us suggested that he sit with his son
and experiment a little, we were told in no uncertain terms that he did
not have time for that, and that Microsoft should make it clear on the
packaging that MS Publisher is not easy to use..

Overall, I think that this is one of the better newsgroups, one of my
reasons for coming here at all.. the 'Publisher crew', Ed, Mary, Brian,
JoAnn (apologies to anybody missed) are a good bunch.. they mix expertise
with humour, which is a good thing.. unfortunately, humour to one person
is offence to another..

So answer me this.. why isn't there a template for a gay Jewish wedding
planner in Chinese characters cos they look pretty and the 'bride' is into
Fung Shui where the location for the ceremony and reception is on Nasa's
747 used for 'weightless' training.. and why isn't there a template for a
fund raising event that includes all of the people on my local Church
social group?.. I am a very busy person and do not have the time to learn
how to use Publisher, by the way..

 

[Mike Hall \(MS-MVP\)]

JoAnn

Humour is a lost art for sure, but I am attempting a revival, as are you and
the other PubVP's..

I accept Erika's statement to a point, but if people want nice, they should
be in a Religious bookstore.. here we give advice, and try to educate a
little.. there is nothing wrong with coercing computer users into trying the
Publisher 'Insert' function themselves, and oft times, it takes more than a
'pretty please'..

--
Mike Hall
MVP - Windows Shell/User

I love your ideas for templates!!! Especially the Dad one. With my dad it
would be "Dad figured out which end of screwdriver to use all by himself!".

I think humor is getting to be a lost art. And laughing at oneself is so
much fun - I do it a lot!

--

JoAnn Paules
MVP Microsoft [Publisher]

 

[Ed Bennett]

I accept Erika's statement to a point, but if people want nice, they
should be in a Religious bookstore..

....or paying a consultant.