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Thunderbird/Support/GetSatisfaction/GettingStarted: Difference between revisions
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== Rule # 1 Have fun == | == Rule # 1 Have fun == | ||
Helping other users is both satisfying and fun. If it's not fun, email the Thunderbird technical support lead, | Helping other users is both satisfying and fun. If it's not fun, email the Thunderbird technical support lead, Roland Tanglao. His email is rtanglao AT mozilla.com. He'll help you out. | ||
== Rule # 2 Always be polite == | == Rule # 2 Always be polite == | ||
Sometimes people are frustrated, impatient and impolite. Regardless, keep your cool and be polite to them. If you are impolite, the person you are helping will probably become more frustrated and impolite. If you are getting frustrated by someone's rudeness or if someone is abusive towards you, see Rule #1 and contact Roland , | Sometimes people are frustrated, impatient and impolite. Regardless, keep your cool and be polite to them. If you are impolite, the person you are helping will probably become more frustrated and impolite. If you are getting frustrated by someone's rudeness or if someone is abusive towards you, see Rule #1 and contact Roland , rtanglao AT mozilla.com. | ||
== Rule # 3 Use the Boilerplate == | == Rule # 3 Use the Boilerplate == | ||
Most support requests have already been answered. There are some boilerplate responses here: | Most support requests have already been answered. There are some boilerplate responses here: | ||
https://wiki.mozilla.org/Thunderbird/Support/GetSatisfaction/BoilerPlate | https://wiki.mozilla.org/Thunderbird/Support/GetSatisfaction/BoilerPlate | ||
and | and '''always personalize''' them to your style of writing and to the particular support request | ||
== Rule # 4 Don't re-invent the wheel, link to existing solutions == | == Rule # 4 Don't re-invent the wheel, link to existing solutions == | ||
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# You can find topics you think you can solve by using the [http://getsatisfaction.com/mozilla_messaging/ Get Satisfaction console]. Search for keywords that match your area of knowledge. Alternatively, you can subscribe to the RSS feed for Get Satisfaction for specific terms. For example, the following RSS URL would return [http://getsatisfaction.com/mozilla_messaging/tags/comcast.rss?sort=recently_created Get Satisfaction issues that include the term "Comcast"]) | # You can find topics you think you can solve by using the [http://getsatisfaction.com/mozilla_messaging/ Get Satisfaction console]. Search for keywords that match your area of knowledge. Alternatively, you can subscribe to the RSS feed for Get Satisfaction for specific terms. For example, the following RSS URL would return [http://getsatisfaction.com/mozilla_messaging/tags/comcast.rss?sort=recently_created Get Satisfaction issues that include the term "Comcast"]) | ||
# Search for answers in the places suggested in Rule #4 above. | # Search for answers in the places suggested in Rule #4 above. | ||
# Post a reply using [[Thunderbird/Support/GetSatisfaction/BoilerPlate|your own personal boilerplate]] that answers the question or asks for [[Thunderbird/Support/GetSatisfaction/BoilerPlate#Troubleshooting_details_missing|followup troubleshooting details]]. You will be automatically emailed any subsequent replies to the topic. We recommend using Get Satisfaction Replies and not Get Satisfaction Comments because comments are not listed in reverse chronologically order, which means they are easily missed by future readers of the topic. | # Post a reply using [[Thunderbird/Support/GetSatisfaction/BoilerPlate|your own personal boilerplate]] that answers the question or asks for [[Thunderbird/Support/GetSatisfaction/BoilerPlate#Troubleshooting_details_missing|followup troubleshooting details]]. You will be automatically emailed any subsequent replies to the topic. We recommend using Get Satisfaction Replies and not Get Satisfaction Comments because comments are not listed in reverse chronologically order, which means they are easily missed by future readers of the topic. And an even better reason to use replies: '''you can't mark comments as "Official" (for replies by employees) or "Good answer!" (for replies by non employees)''' If you are afraid to use replies because it won't be obvious what you are replying to you then QUOTE the material you are replying to using the '''QUOTE ... [''copy and paste stuff you are replying to''] END QUOTE''' convention) | ||
== Rule # 7 Don't be afraid to ask for help == | == Rule # 7 Don't be afraid to ask for help == | ||
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If you are having trouble with a specific Get Satisfaction support topic and would like somebody to help you support a Thunderbird user, ask Roland by clicking on "Email this to a friend" in the right sidebar and enter: rtanglao AT mozilla.com (change 'AT' to '@' of course!) | If you are having trouble with a specific Get Satisfaction support topic and would like somebody to help you support a Thunderbird user, ask Roland by clicking on "Email this to a friend" in the right sidebar and enter: rtanglao AT mozilla.com (change 'AT' to '@' of course!) | ||
For general questions and comments, please join the [[Thunderbird/tb-support-crew|tb-support-crew mailing list]] or send a message to rtanglao AT mozilla.com. Alternatively, log in to the IRC channel [irc://irc.mozilla.org/tb-qa #tb-support-crew on irc.mozilla.org)]. | For general questions and comments, please join the [[Thunderbird/tb-support-crew|tb-support-crew mailing list]] or send a message to rtanglao AT mozilla.com. Alternatively, log in to the IRC ([[IRC|IRC is one of the oldest technologies on the Internet for chatting!]]) channel [irc://irc.mozilla.org/tb-qa #tb-support-crew on irc.mozilla.org)]. | ||
== Rule # 8 There's lots to learn; we can all get better == | == Rule # 8 There's lots to learn; we can all get better == | ||