I can't claim to have read the whole thread on this subject but I have this
view.
I try to live by this motto I once read (it's a little pretentious but hey!)
"Many years ago I drank from the well of knowledge. Now I tend that well so
that others may quench their thirst"
I believe in sharing knowledge and helping those that ask for help. Remember
we could answer 95% of questions with "It's in the product's manual".
You should answer questions that are asked, even if it's number one on the FAQ
list. You could even cut&paste the relevant section of the faq into the email.
Close your email with a polite 'this is in the FAQ' reminder, pointing to the
question number. Remember that not every one realises the existance of a faq
and may have even read it three times and managed to miss the answer to their
question.
Sometimes a user only requires a 'hint' to shove them towards solving the
problem themselves. This often results in a better understanding of why things
work that way:
"I hear and I forget, I see and I remember, I do and I understand."
There will always be people who don't RTFM. These people are annoying and
after a while it's time to simply say "Oh read the damn FAQ" but a certain
ammount of grace and politeness should be exercised before that point is
reached.
Berating a newbie for not reading the faq or asking a stupid question will
drive them away from what I have found to be one of the nicest communities on
the web.
I'll close with another motto that I use:
"Always proof read carefully. That way you won't any words out."
All the best
Matthew
-- Read the List FAQ/Etiquette: http://www.newtontalk.net/faq.html Read the Newton FAQ: http://www.guns-media.com/mirrors/newton/faq/ This is the NewtonTalk mailing list - http://www.newtontalk.net
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