How To Get Better Tech Support

[sunkast]

Lately, I've seen a lot of new users here on CB. They usually have a problem and are asking us to help solve it for them. Something a lot of newbies don't realize is that you can search thousands of threads on here, and the question has probably in asked once before.

You can also easily search this site using Google by using the site operator. What I normally do is type "site:forums.crackberry.com messages deleted" and this brings up a nice list of results, sometimes more relevant than the search from the site itself.

Some newbies do have a problem that really hasn't been discussed much. This can be a problem though if you don't ask in the right way. You need to be able to explain the problem since no one but you can see you screen.

I found a couple of good articles with more general tips earlier today. Hopefully this helps some of the newbies. Feel free to reply with any tips you have.

Geek to Live: The art of asking
11 Tips for Better Tech Support : The Cranking Widgets Blog

[jsanders]

Sorry, these YouTube videos are absolutely the BEST for learning how to use a forum:

YouTube - Posting and you

YouTube - How To Behave On An Internet Forum

[Bla1ze]

It's a forum Sunkast...

Do we wish that all users would use the search function before posting new questions....Kinda...but not really..how much of forum would you have if users never really interacted with questions and just looked up everything.

New issues arise, different people have different scenarios, their will NEVER be one size fits all answers.

And we want new users to feel welcome to ask questions in what ever way they can...I don't feel as though they need to be "told" on how to ask questions...your posting is almost assuming people are stupid and need lessons.

[Duvi]

To minimize going back and forth, try to list as many variables as possible....

What OS do you have?
What device?
How long has it been happening?
Does it happen with WiFi on/off?
What were you doing when the issue/concern started?
Low coverage area?


A lot of times, users either don't update their profile (so the 8100 in your sig isn't your current model) or there are users surfing through the WAP site and can't see certain things.

Also check the stickies... A lot of the answers are normally there.

I had made a comment about 3-4 posts a day on "Call/Logs & Messages" being deleted and searching helps.

In all honestly I don't mind double/triple posts as I've noticed that is why these forums have been so successful. There are a lot of users in other forums that ask a question that have been asked before and feel scared to post again after getting picked on.

[jsanders]

Besides, Sunkast, how would you triple your post count in the next month without new users asking questions?

[Click]

Originally Posted by jsanders

Besides, Sunkast, how would you triple your post count in the next month without new users asking questions?

Thats a good question!

[sunkast]

Well then forgive me for trying to post something useful.

[Blacklatino]

Originally Posted by jsanders

Besides, Sunkast, how would you triple your post count in the next month without new users asking questions?

I agree.
Again, it's a forum. No interaction would mean no post numbers for us and none for you- Sunkast.

[sunkast]

My intention was to help new users communicate better.

[Blacklatino]

Well, it is a guide...about the same as telling members to quit posting request for the betas- even with an official post from the Admin The difference: the first one causes repetitive responses to the forum and the 2nd can "possibly" get members banned.

Posted from my CrackBerry at wapforums.crackberry.com

[Erikgreenlee]

I think it's good to search and occasionally I get frustrated answering the same question 5 times a day, but it's also true if all the answers are there how will I feed my addiction if there's no new threads to answer to.

So I'd say do a quick search but don't waste too much time cause us regulars are more than happy to help out.

Posted from my CrackBerry at wapforums.crackberry.com

[ERDude]

Originally Posted by sunkast

You can also easily search this site using Google by using the site operator. What I normally do is type "site:forums.crackberry.com messages deleted" and this brings up a nice list of results, sometimes more relevant than the search from the site itself.

Thanks for the info, I never knew you could do a google search specific to one site. You learn something new every day.

Thanks again Sunkast, this newbie appreciates it.

[Reed McLay]

There are 25 Thousand new BlackBerry subscribers every day. 2.3 Million is the current quarter forecast and growing.

What happens when they turn it on, they have questions. Many of the questions could be answered from the Users Guides, all 230 pages of it for the 8320.

If they don't find a solution, nearly all of them will turn to the 'net. Google nearly any BlackBerry related question and CrackBerry tops the list. That is how they are finding us, they did a search.

How many have found the answers by reading a few relevant posts? A huge number, judging by the usage patterns.



How many actually register and ask for help? Considering the numbers on new users, a very small percentage.

Human nature being what it is, looking to experienced and impartial advise is best done one on one.

The past few days have been fantastic. Since we first discussed this, the number of "go look it up, *****" post has dropped to nearly nothing. Instead, first responders, sunkast included, have been posting useful links and well considered advise. I am so pleased to see confirmation replies that mean happy 'berry users. Many of them will hang with us, I am sure that will contribute to the community spirit.

[Duvi]

Also... this is why Rosetta Stone works... repetition. The more I hear a(n) question/answer, the more I remember. It's a good way to learn.

For example, the google search tip you posted, I won't remember that for the next time, but if enough users ask this question and the more you answer it, the better chance I have for it to stick in my head.

This is why I barely look at other forums besides CB, I'm comfortable in asking repetitive questions and answering them. I actually feel good when I give someone an answer they were looking for and if they didn't ask and searched for the answers, I wouldn't be able to feel good on a consistent basis. There is always a question for me to answer or a response to give on these forums, keeps me from being bored.

[Blacklatino]

Originally Posted by Jayden0606

Also... this is why Rosetta Stone works... repetition. The more I hear a(n) question/answer, the more I remember. It's a good way to learn.

For example, the google search tip you posted, I won't remember that for the next time, but if enough users ask this question and the more you answer it, the better chance I have for it to stick in my head.

This is why I barely look at other forums besides CB, I'm comfortable in asking repetitive questions and answering them. I actually feel good when I give someone an answer they were looking for and if they didn't ask and searched for the answers, I wouldn't be able to feel good on a consistent basis. There is always a question for me to answer or a response to give on these forums, keeps me from being bored.

I agree. I'm from the "bag phone" and the "StarTac" generation. lol So, I'm learning as I go. At the same time, I'm able to try and help someone as I learn. It's all good.