| Using Free Support: How to Report Tech Problems to Get Answers |
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The more we use computers and technology, the more questions we have
and problems we need solved. But it's hard to get answers and solutions
without asking the right questions and describing the problem at hand.
We're specific when visiting the doctor or auto mechanic: we describe
what's wrong and when it began. We may even imitate the noise our car
makes for the mechanic. But when faced with computer oddities and malfunctions we sometimes revert to unhelpful generalities such as "My email is broken" or "My printer stopped working" or "I get an error when I start Word". Problem reports such as these don't allow diagnosing a problem; at best, they elicit a response like "Tell me more". It saves time to collect as much information as possible before asking for help. As a bonus, gathering problem details and considering relevant factors can often allow solving problems oneself! Before You Ask Before asking for support, try doing the following: 1. Try to find an answer by searching the Web. 2. Try to find an answer by reading the manual. 3. Try to find an answer by reading a FAQ. 4. Try to find an answer by inspection or experimentation. When you ask your question, display the fact that you have done these things first; this will help establish that you're being proactive. Better yet, announce what you have learned from doing these things. Support Tech’s like answering questions for people who have demonstrated that they can learn from the answers. Use a tactic like doing a Google search on the text of whatever error message you get (and search Google groups as well as web pages) might take you straight to fix documentation or a mailing list thread that will answer your question. Even if it doesn't, saying “I googled on the following phrase but didn't get anything that looked useful” is a good thing to be able to put in email or news postings requesting help. Prepare your question. Think it through. Hasty-sounding questions get hasty answers, or none at all. The more you do to demonstrate that you have put thought and effort into solving your problem before asking for help, the more likely you are to actually get help. Beware of asking the wrong question. If you ask one that is based on faulty assumptions, you are likely to get a uselessly literal answer. Never assume you are entitled to an answer. Especially with free support, you sometimes get what you pay for. Just as a doctor or mechanic needs details, someone analyzing a computer problem must know the environment in which it occurred. So describe your computer (hardware/software/networking/application/etc.) to provide context. Mention your operating system (Windows 98/ME/XP, Mac OS, Linux, etc.), what version of what application failed (Internet Explorer 6.0, MS Word XP, etc.), what Internet connection is used (dial or cable/DSL), and any other details that may help. Don't omit details -- it's better to have too much information than to miss a crucial factor. Sometimes it's worth capturing screen images showing a problem. Other important steps in describing symptoms and getting help are:
To help your helper help you: Be clear about your overall goal, don't focus on an intermediate step you think is necessary -- you may distract someone into addressing how you're trying to do something rather than what you actually want to do. Ask for help in the right/best place. The Internet hosts thousands of mailing lists and newsgroups specializing in every imaginable topic. Searching for the best place to pose a question will get you better and more complete answers and avoid your seeming like a novice for posting out-of-place queries. As you work with an individual or a group, collaborate -- don't try to overpower them. Be respectful, not belligerent; don't make them feel stupid even if you feel they are. They may have missed a detail, you may not have conveyed the whole story. If you're working with someone at a company help desk, don't try to "pull rank" based on age or experience or professional credentials. Mention past interactions with the company, emphasizing positive outcomes. Need help implementing a new sales or marketing program? We've got two suggestions:
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