Morrolinux: Help Me Help You – Netiquette & Proactive Communication

Ciao a tutti! Today, I want to share something a bit different from my usual content. This post is based on my talk at Linux Day 2024 in Verona, titled Aiutami ad aiutarti – Netiquette e comunicazione proattiva (Help Me Help You – Netiquette and Proactive Communication). The inspiration for this topic came from a comment on one of my videos where someone said, “It’s so hard to get help from the Linux community. People are so aggressive!”

That really made me think. The Linux and open-source communities are incredibly supportive, but asking for help online isn’t the same as raising your hand in a classroom. When I teach in person, questions help me improve my explanations and tailor the discussion. Online, the dynamic is completely different. Responses are usually asynchronous, and the people helping you are often volunteers. To get high-quality answers quickly, you need to approach things differently. That’s where netiquette and proactive communication come in.

Netiquette: The Foundation of Online Respect

Netiquette, short for “network etiquette,” is all about being respectful and effective online. Some of it is common sense like not typing in ALL CAPS (no one likes being shouted at!), but each platform also has its own unwritten rules. For instance, did you know you can send voice messages on LinkedIn? While that might sound convenient, receiving a voice note from a stranger can feel as intrusive as an unexpected phone call. It’s hard to gauge its content at a glance, and you might not have the time or ability to listen right away.

If you must send a voice message, pair it with a quick text summary. This way, the recipient can immediately understand what it’s about and decide whether to listen. This small gesture shows consideration for their time and makes it more likely they’ll respond.

Proactive Communication: Ask Smart Questions

Here’s the golden rule: Make it easy for others to help you. When you ask for help online, remember that the person on the other end is giving you their time for free. If your question is vague or incomplete, they may simply skip it.

Let me share a real example from one of my courses. A student asked, “It doesn’t work. What do I do?” But what didn’t work? What were they trying to do? What steps had they already taken? What error messages appeared? Without these details, there was no way to provide a helpful response.

Being specific is key. Include what you’re trying to accomplish, what you’ve already tried, and what happened. If you’re working with software, mention your hardware and operating system. The more context you provide, the easier it is for someone to help you.

Common Mistakes to Avoid

Here are some common pitfalls that can hurt your chances of getting a useful answer:

1. Asking to Ask
   Messages like “Can I ask you a question?” waste time. Just ask the question directly.
2. Failing to Follow Up
   If you solve your problem after posting, don’t just say, “Never mind, I fixed it.” Share how you resolved the issue so others can learn from your experience.
3. Being Too Vague
   Statements like “I followed the steps, and it doesn’t work” leave too much unsaid. What steps did you follow? What exactly happened?
4. Overloading with Speculation
   Stick to the facts. Explaining every theory you have about what might be wrong can confuse the person trying to help.

Tips for Better Communication

To improve your chances of getting a helpful response, follow these tips:

1. Be Clear and Concise: Include all necessary details but avoid irrelevant information.
2. Respect the Format: Use proper subject lines in emails or forums to summarize your issue.
3. Be Patient: Don’t expect immediate answers, especially outside business hours.
4. Use Feedback Loops: If someone helps you, thank them and share your solution for others who might face the same issue.

And one last thing—always search your question first. You’d be amazed how often the answer is already out there.

Building a Better Community… Nicely

The web thrives on collaboration and shared knowledge, but it’s up to all of us to make it a constructive space. Respect netiquette, communicate proactively, and remember: Help me help you is the way to go! By asking thoughtful, detailed questions, you not only solve your own problems but also contribute to a stronger, more resourceful community.

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