Thunderbird/Support/GetSatisfaction/README: Difference between revisions
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# '''meaningful subject line''' - If you decide to create a new topic, then please use a meaningful subject line e.g. "Can't send email on ACME Mail Provider SMTP server" instead of the not very helpful "help" - Try to imagine yourself and fellow support community members scanning hundreds of support topics or a search indexing topics, which is more helpful? | # '''meaningful subject line''' - If you decide to create a new topic, then please use a meaningful subject line e.g. "Can't send email on ACME Mail Provider SMTP server" instead of the not very helpful "help" - Try to imagine yourself and fellow support community members scanning hundreds of support topics or a search indexing topics, which is more helpful? | ||
# '''tell us your OS (Windows XP, Leopard, Ubuntu Justy, etc), Thunderbird version, what you did, what happened and what you expected''' - The more information about your problem, the faster the the community can help you. Guessing take too much valuable time | # '''tell us your OS (Windows XP, Leopard, Ubuntu Justy, etc), Thunderbird version, what you did, what happened and what you expected''' - The more information about your problem, the faster the the community can help you. Guessing take too much valuable time | ||
# '''use meaningful 1-3 word tags''' - 20 word tags aren't | # '''use meaningful 1-3 word tags''' - 20 word tags aren't helpful, 1-3 word tags are best for indexing and for finding topics e.g. "cannot send email", "cannot receive email", NOT "My Thunderbird has fallen and I can't get up" | ||
== Top 5 Ways Users can help support others in the Community == | == Top 5 Ways Users can help support others in the Community == | ||
# '''search for topics that others have helped you with and reply to them''' - especially for mail provider specific instructions e.g. say you use obscure mail provider "Xfbar" in your city and somebody helps you successfully, well then you can help others since you are now the expert on "Xfbar" - just search for "Xfbar" and help others http://getsatisfaction.com/mozilla_messaging/searches | # '''search for topics that others have helped you with and reply to them''' - especially for mail provider specific instructions e.g. say you use obscure mail provider "Xfbar" in your city and somebody helps you successfully, well then you can help others since you are now the expert on "Xfbar" - just search for "Xfbar" and help others http://getsatisfaction.com/mozilla_messaging/searches | ||
# '''tag topics that are missing tags''' - if you tag a support topic with a meaningful tag (especially ones with good answers), perhaps others will find the answered topic and get their anser too thereby reducing the support load on the community, again 1-3 word tags are best for indexing and for finding topics e.g. "cannot send email", "cannot receive email", etc. | # '''tag topics that are missing tags''' - if you tag a support topic with a meaningful tag (especially ones with good answers), perhaps others will find the answered topic and get their anser too thereby reducing the support load on the community, again 1-3 word tags are best for indexing and for finding topics e.g. "cannot send email", "cannot receive email", etc. | ||
Revision as of 07:02, 20 August 2009
This is a barebones / 1 pager guide to Get Satisfaction as used by Mozilla Messaging for Thunderbird Support. First of a series of wiki pages on community support for Thunderbird
Top 5 Ways Users can make Get Satisfaction better
- search for an existing topic first - Instead of hurriedly filing a support topic, please take a deep breath and do a quick search first (it's easy and painless :-) !) and see if somebody else has already answered your question or asked it (in most cases somebody has!). You can do this at http://getsatisfaction.com/mozilla_messaging/searches
- meaningful subject line - If you decide to create a new topic, then please use a meaningful subject line e.g. "Can't send email on ACME Mail Provider SMTP server" instead of the not very helpful "help" - Try to imagine yourself and fellow support community members scanning hundreds of support topics or a search indexing topics, which is more helpful?
- tell us your OS (Windows XP, Leopard, Ubuntu Justy, etc), Thunderbird version, what you did, what happened and what you expected - The more information about your problem, the faster the the community can help you. Guessing take too much valuable time
- use meaningful 1-3 word tags - 20 word tags aren't helpful, 1-3 word tags are best for indexing and for finding topics e.g. "cannot send email", "cannot receive email", NOT "My Thunderbird has fallen and I can't get up"
Top 5 Ways Users can help support others in the Community
- search for topics that others have helped you with and reply to them - especially for mail provider specific instructions e.g. say you use obscure mail provider "Xfbar" in your city and somebody helps you successfully, well then you can help others since you are now the expert on "Xfbar" - just search for "Xfbar" and help others http://getsatisfaction.com/mozilla_messaging/searches
- tag topics that are missing tags - if you tag a support topic with a meaningful tag (especially ones with good answers), perhaps others will find the answered topic and get their anser too thereby reducing the support load on the community, again 1-3 word tags are best for indexing and for finding topics e.g. "cannot send email", "cannot receive email", etc.