Thunderbird/Support/GetSatisfaction/README: Difference between revisions

Thunderbird/Support/GetSatisfaction/README (view source)

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-This is a DRAFT '''barebones''' / 1 pager guide to Get Satisfaction as used by Mozilla Messaging for Thunderbird Support. First of a series of community authored wiki pages on community support for Thunderbird. Please help by editing the page or giving suggestions in IRC at [http://www.mibbit.com/chat/?server=irc.mozilla.org&channel=%23gsfn #gsfn] on irc.mozilla.org
+This is a DRAFT '''barebones''' / 1 pager guide to the [http://getsatisfaction.com/mozilla_messaging Get Satisfaction] website as used by Mozilla Messaging for Thunderbird support. It is the first of a series of community-authored wiki pages on community support for Thunderbird. Please help by improving the contents of this page or giving suggestions in IRC at [http://www.mibbit.com/chat/?server=irc.mozilla.org&channel=%23gsfn #gsfn] on irc.mozilla.org
-== Top 5 Ways Users can make Get Satisfaction better ==
+== How to 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
+# '''Search first''' - Before creating a new support topic, search first to see if your question has already been asked and / or answered. You can do this at http://getsatisfaction.com/mozilla_messaging/searches
-# '''meaningful title''' - If you decide to create a new topic, then please use a meaningful title 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 engine indexing topics, which is more helpful?
+# '''Give your topic a meaningful title''' - If you create a new topic, give it a descriptive title. For example, use "Can't send email on ACME Mail Provider SMTP server" instead of "help!!" Imagine community members scanning hundreds of support topics or a search engine indexing topics. Which title is more helpful?
-# '''tell us your mail service provider, email protocol (POP or IMAP),  OS (Windows XP/Vista, Mac OS X, Linux, etc), Thunderbird version, extensions you have installed, what you did, what happened and what you expected''' -  The more information about your problem, the faster  the community can help you. Guessing :-) takes too much valuable time. This link is a good general, not specific to GS and Thunderbird, overview of how to write up a good topic: http://www.gerv.net/hacking/how-to-ask-good-questions/
+# '''Provide lots of details about your problem''' - In the description of your problem, list your mail service provider, email protocol (POP or IMAP), operating system (Windows XP/Vista, Mac OS X, Linux, etc), Thunderbird version, extensions you have installed, what you did, what happened and what you expected. The more information you can provide, the better  the community can help you. For a good general description of how to write a support request, check out this page: http://www.gerv.net/hacking/how-to-ask-good-questions/
 # '''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"