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How To Answer Questions in a Helpful Way

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How To Answer Questions in a Helpful Way
Be gentle. Problem-related stress can make people seem rude or stupid even when they're not.
Reply to a first offender off-line. There is no need of public humiliation for someone who may have made an honest mistake. A real newbie may not know how to search archives or where the FAQ is stored or posted.
If you don't know for sure, say so! A wrong but authoritative-sounding answer is worse than none at all. Don't point anyone down a wrong path simply because it's fun to sound like an expert. Be humble and honest; set a good example for both the querent and your peers.
If you can't help, don't hinder. Don't make jokes about procedures that could trash the user's setup — the poor sap might interpret these as instructions.
Ask probing questions to elicit more details. If you're good at this, the querent will learn something — and so might you. Try to turn the bad question into a good one; remember we were all newbies once.
While muttering RTFM is sometimes justified when replying to someone who is just a lazy slob, a pointer to documentation (even if it's just a suggestion to google for a key phrase) is better.
If you're going to answer the question at all, give good value. Don't suggest kludgy workarounds when somebody is using the wrong tool or approach. Suggest good tools. Reframe the question.
Answer the actual question! If the querent has been so thorough as to do his or her research and has included in the query that X, Y, Z, A, B, and C have already been tried without good result, it is supremely unhelpful to respond with“Try A or B,” or with a link to something that only says, “Try X, Y, Z, A, B, or C.”.
Help your community learn from the question. When you field a good question, ask yourself “How would the relevant documentation or FAQ have to change so that nobody has to answer this again?” Then send a patch to the document maintainer.
If you did research to answer the question, demonstrate your skills rather than writing as though you pulled the answer out of your butt. Answering one good question is like feeding a hungry person one meal, but teaching them research skills by example is showing them how to grow food for a lifetime.


IP属地:广东1楼2015-05-10 17:01回复
    态度和善一点。问题带来的压力常使人显得无礼或愚蠢,其实并不是这样。


    IP属地:广东本楼含有高级字体2楼2015-05-10 17:03
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      对初犯者私下回覆。对那些坦诚犯错之人没有必要当众羞辱,一个真正的新手也许连怎麼搜寻或在哪找常见问题都不知道。


      IP属地:广东本楼含有高级字体3楼2015-05-10 17:04
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        如果你不确定,一定要说出来!一个听起来权威的错误回覆比没有还要糟,别因为听起来像个专家很好玩,就给别人乱指路。要谦虚和诚实,给提问者与同行都树个好榜样。


        IP属地:广东本楼含有高级字体4楼2015-05-10 17:07
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          如果帮不了忙,也别妨碍他。不要在实际步骤上开玩笑,那样也许会毁了使用者的配置 --有些可怜的呆瓜会把它当成真的指令。


          IP属地:广东本楼含有高级字体5楼2015-05-10 17:08
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            试探性的反问以引出更多的细节。如果你做得好,提问者可以学到点东西 --你也可以。试试将蠢问题转变成好问题,别忘了我们都曾是新手。


            IP属地:广东本楼含有高级字体6楼2015-05-10 17:08
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              如果你决定回答,就请给出好的答案。当别人正在用错误的工具或方法时别建议笨拙的权宜之计(wordaround),应推荐更好的工具,重新界定问题。


              IP属地:广东本楼含有高级字体7楼2015-05-10 17:22
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                正面的回答问题!如果这个提问者已经很深入的研究而且也表明已经试过 X 、 Y 、 Z 、 A 、 B 、 C 但没得到结果,回答 试试看 A 或是 B 或者 试试X 、 Y 、 Z 、 A 、 B 、 C 并附上一个连结一点用都没有。


                IP属地:广东本楼含有高级字体8楼2015-05-10 17:23
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                  帮助你的社群从问题中学习。当回覆一个好问题时,问问自己如何修改相关文件或常见问题文件以免再次解答同样的问题?,接著再向文件维护者发一份补丁。


                  IP属地:广东本楼含有高级字体9楼2015-05-10 17:26
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                    如果你是在研究一番后才做出的回答,展现你的技巧而不是直接端出结果。毕竟给人吃鱼不如教他钓鱼


                    IP属地:广东本楼含有高级字体10楼2015-05-10 17:27
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                      选自《提问的智慧(How To Ask Questions The Smart Way)》中“如何更好地回答问题(How To Answer Questions in a Helpful Way)”
                      --
                      How To Ask Questions The Smart Way
                      Copyright © 2001,2006,2014 Eric S. Raymond, Rick Moen
                      本指南英文版版权为 Eric S. Raymond, Rick Moen 所有。
                      原文网址:http://www.catb.org/~esr/faqs/smart-questions.html
                      Copyleft 2001 by D.H.Grand(nOBODY/Ginux), 2010 by Gasolin, 2015 by Ryan Wu


                      IP属地:广东11楼2015-05-10 17:33
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