Help chat: Difference between revisions

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'''Please read this before you ask for help on the [http://olpc.osuosl.org/chat #olpc-help channel].'''
*


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Reasoning behind having guidelines


== Things to try before chatting ==
The channel is logged. It is used by many developers as the main medium to talk to each other through. People check the logs to see what was discussed when they were away from the channel. There are also others that use machine translation on the logs to make them more readable to them as well as make the blind able to read it clearer.


=== Try to find the answer yourself ===
The channel is not there for a social purpose. It is there as both a support tool and a developing tool. It is also a family-friendly channel.


Before asking your question, it's a good idea to find out whether someone else has answered it already. OLPC volunteers are very busy and appreciate any sleuthing you can do on your own to help them out.
Guidelines


# Have you searched this wiki? (There's a Google search ''and'' a Wiki search box on the left.)
1. Before requesting help, make sure that you have read the FAQ and the manual. The next link is not required reading, but it does re-iterate our guidelines and is a very handy thing to have read; people will be much more willing to help you if you follow its advice http://catb.org/~esr/faqs/smart-questions.html .
# Have you searched the [http://olpc.osuosl.org forums]?
2. Keep discussion Rockbox-related. Unsupported builds are classified as off-topic as well. If you wish to have off-topic chat, please go to #rockbox-community.
# Have you searched [http://www.google.com Google]? (Or your search engine of choice.)
3. Demonstrate common courtesy to people. This includes such items as being polite to people, refraining from using vulgar language, treating people humanely, among other similar actions.

4. Use clear, grammatical, correctly-spelled English. "Words" such as "thx", "u", and "kewl" are not acceptable. This includes l337speak and odd usages of capital letters as well.
=== Try to track down the problem ===
5. Do not "spam" the channel. This term can refer to either repeating one line many times, use of the enter key as a spacebar, pasting a large multi-line snippet of text, among many other variations. If you need to convey the latter of these, use a pastebin such as http://pastebin.ca/ .

6. Please do not discuss how to obtain copyrighted material illegally, or how to remove digital rights management (DRM) or other copyright protection schemes. Also, do not post the intellectual property of someone else unless you have permission to do so.
So you haven't been able to find answers online - now it's time to figure out how to describe the problem so that other people can help you. Some things to think about, for starters:
7. Do not employ scripts that send a message to the channel. This includes scripts that inform about various items such as the currently playing song as well as scripts that notify that you are away from the keyboard or busy. Similarly, do not change your nick when you go away or become busy.

8. Please be reasonable when requesting help. This means that you should listen to the people trying to help you and that you should not repeat your question needlessly if you get no response the first time.
* What were you doing when the problem occurred? (The more detailed, the better - what were you trying to do, what program or build are you running, what button did you just click?)
9. Don't "ask to ask". If you come in and ask your question, people will see it and help if they can. If you come in and ask, "can I ask a question?", nobody will want to bother asking what the real question is and you may have just lost important assistance. The channel is open to questions and you do not need to get permission to ask them. This is also intended to cover the general "Does anyone...; Is anyone...; etc" questions.
* Are there any error messages or blinking lights? What are they? (Try searching for the text of your error messages on Google and the wiki.)
10. Please refrain from using odd formatting such as special characters when they are not needed. This makes the conversation harder to follow by many people.
* Has the problem always existed? (Were you able to charge your battery or run a program before and it just stopped working now, or have you not been able to do it at all?)
* Where did you look for answers? What did you find? Have others seemed to have this problem before?
* What have you tried to fix it?
* What kind of computer/Linux/programming/XO experience do you have? (This is helpful for others to know how detailed to make their answers.)
* Do you have any guesses or ideas as to what the problem or solution might be?

== Beginning to chat ==

* '''Make your nick easy to type.''' The [http://olpc.osuosl.org web chat] will automatically give you a default nick, but names like "mollyc" or "tigerboy" are easier for others to type (and remember) than "Blue-Tan-56".
* '''Introduce yourself and ask your question.''' If you're here for help, ask for it - don't ask whether you can ask a question, just ask it. If you stay quiet, most people will assume you've come to listen and learn. Don't be afraid to be the first to speak.
* '''Address people by name.''' If you're trying to get the attention of someone specific in the chatroom, including their nick (their chat login/username) will usually highlight your message in their window, making it easier for them to notice you. This applies to both getting and giving help.

== While you're chatting ==

* '''Be nice. Be polite. Be helpful.''' Even if you're frustrated, the people in the chatroom probably didn't cause your problem - they're trying to help you.
* '''Listen.''' Try to understand what others are saying and where they're coming from.
* '''Stay on topic.''' [http://olpc.osuosl.org/chat #olpc-help] is a place for people to ask for help with their XO or other OLPC-related things. It's not the best place to ask how to fix your bike or talk about your dog.
* '''Keep it clean, please.''' Our community of chatters includes young XO users and their families. Profanity and vulgarity are the fastest ways to get booted from the room.
* '''Use proper English.''' Please don't use "words" like "thx", "u", "ppl", and "kewl" - they drive many of our volunteers nuts. This includes l337speak and odd usages of CaPiTaL lEtTeRS as well as SHOUTING IN ALL CAPS!!!!!1111
* '''Be patient!''' Many volunteers in the help chatroom are multitasking - it may take a while for them to respond. Currently, most chatters seem to be based in North America; if it's 5am EST, there may not be many people awake. If you don't get any responses, try coming back at a different time when there are more people. Don't keep repeating your question into empty air.
* '''Don't share personal details''' unless you feel comfortable doing so. Generally, the chatrooms are a pretty safe place, but normal internet security stuff still applies.


== Sources ==

* [http://catb.org/~esr/faqs/smart-questions.html How To Ask Smart Questions] by Eric S. Raymond - a classic and highly recommended read.
* [http://www.rockbox.org/twiki/bin/view/Main/IrcGuidelines Rockbox IRC guidelines] - original template for this page, by [[User:Scorche|Scorche]].
* [http://www.linuxchix.org/ Linuxchix] - origin of the phrase "Be Polite. Be Helpful."

Revision as of 08:29, 19 January 2008

Please read this before you ask for help on the #olpc-help channel.

Things to try before chatting

Try to find the answer yourself

Before asking your question, it's a good idea to find out whether someone else has answered it already. OLPC volunteers are very busy and appreciate any sleuthing you can do on your own to help them out.

  1. Have you searched this wiki? (There's a Google search and a Wiki search box on the left.)
  2. Have you searched the forums?
  3. Have you searched Google? (Or your search engine of choice.)

Try to track down the problem

So you haven't been able to find answers online - now it's time to figure out how to describe the problem so that other people can help you. Some things to think about, for starters:

  • What were you doing when the problem occurred? (The more detailed, the better - what were you trying to do, what program or build are you running, what button did you just click?)
  • Are there any error messages or blinking lights? What are they? (Try searching for the text of your error messages on Google and the wiki.)
  • Has the problem always existed? (Were you able to charge your battery or run a program before and it just stopped working now, or have you not been able to do it at all?)
  • Where did you look for answers? What did you find? Have others seemed to have this problem before?
  • What have you tried to fix it?
  • What kind of computer/Linux/programming/XO experience do you have? (This is helpful for others to know how detailed to make their answers.)
  • Do you have any guesses or ideas as to what the problem or solution might be?

Beginning to chat

  • Make your nick easy to type. The web chat will automatically give you a default nick, but names like "mollyc" or "tigerboy" are easier for others to type (and remember) than "Blue-Tan-56".
  • Introduce yourself and ask your question. If you're here for help, ask for it - don't ask whether you can ask a question, just ask it. If you stay quiet, most people will assume you've come to listen and learn. Don't be afraid to be the first to speak.
  • Address people by name. If you're trying to get the attention of someone specific in the chatroom, including their nick (their chat login/username) will usually highlight your message in their window, making it easier for them to notice you. This applies to both getting and giving help.

While you're chatting

  • Be nice. Be polite. Be helpful. Even if you're frustrated, the people in the chatroom probably didn't cause your problem - they're trying to help you.
  • Listen. Try to understand what others are saying and where they're coming from.
  • Stay on topic. #olpc-help is a place for people to ask for help with their XO or other OLPC-related things. It's not the best place to ask how to fix your bike or talk about your dog.
  • Keep it clean, please. Our community of chatters includes young XO users and their families. Profanity and vulgarity are the fastest ways to get booted from the room.
  • Use proper English. Please don't use "words" like "thx", "u", "ppl", and "kewl" - they drive many of our volunteers nuts. This includes l337speak and odd usages of CaPiTaL lEtTeRS as well as SHOUTING IN ALL CAPS!!!!!1111
  • Be patient! Many volunteers in the help chatroom are multitasking - it may take a while for them to respond. Currently, most chatters seem to be based in North America; if it's 5am EST, there may not be many people awake. If you don't get any responses, try coming back at a different time when there are more people. Don't keep repeating your question into empty air.
  • Don't share personal details unless you feel comfortable doing so. Generally, the chatrooms are a pretty safe place, but normal internet security stuff still applies.


Sources

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