On Sun, 4 Feb 2001, M. Neidorff wrote:
> At 02:13 PM 2/1/01 -0400, you wrote:
> >Maybe I am getting more observant in my old age but does it seem to
anyone
> >else that there has been a tremendous pile of RTFM type questions over
the
> >last few weeks.
> >It is a problem I have dealt with for years, trying to get end-users to
> >read at least the intro before calling tech support.
> >Does anyone have a brilliant thought on how Redhat could encourage it.
The answer is easy, unfortunately. Most rational people seek the easiest
solution, it's easier to ask than it is to look it up. That's why people
call information rather than open the phone book which might be sitting
right on the table. The answer, charge for the service, or don't provide
it.
The problem is that you really do want people to get the answers they
need, and it's not easy for you to know if the reason for the question is
the inability of the asker to find or perhaps understand the material
available, or if it really is laziness. Certainly one approach might be
to simply state, "The answer to your question can be found in . . ".
If they still need help they'll ask again. If they find the answer
themselves they'll be so proud of their newfound ability that they will,
hopefully, continue to employ it in the future.
Tom Curl
Enertex Systems
_______________________________________________
Redhat-list mailing list
[EMAIL PROTECTED]
https://listman.redhat.com/mailman/listinfo/redhat-list
