The Usenet newsgroups are a tremendous resource for locating technical information quickly. You can post a question on a newsgroup and, in many cases, receive useful replies within a short period of time. Even if you don't receive a specific answer, you will often get ideas for continued investigation.
The following guidelines will help you use the newsgroups most effectively. Many of the technical support newsgroups are run with these (or similar) points in mind.
Believe it or not, you're probably not the first person to run into a particular problem or to come up with a given question. Most of the regulars (the people who follow the groups on a near daily-basis) see the same question asked in a variety of ways.
In addition, many newsgroups post FAQ documents which contain answers to the most Frequently Asked Questions that appear on their boards. Locate these as quickly as you can and see if your question is answered there. If so, there's no need to post; simply take your answer and run with it.
If the FAQ doesn't answer your question, some web sites archive nearly every Usenet message and provide free or low-cost access to search engines for these archives. The most notable is Google Groups, which lets you post messages and search an archive spanning more than 20 years. If your software has been out a while, odds are that someone's posted a Usenet message solving a problem similar to what you're facing.
It's best to state your question as clearly and concisely as possible.
The reason for this stems from the way many of the regulars follow the newsgroups. Instead of reading each message carefully, they skim them. If they cannot understand your question in the first few seconds, they may end up skipping your entire message.
If this seems unfair, consider the amount of traffic that some groups receive. Some receive over 100 messages a day. Imagine the amount of time needed to carefully review each one. Since many of the regulars are volunteers, they have to balance their time on the newsgroups with their paying jobs.
Try to start by stating the problem in a single sentence. Provide relevant details after that. If your posting contains more than a single screen of text, you run the risk of not having it read.
Also, there is a material aspect to this. Many American users enjoy unmetered access to their telephone lines and newsgroups; however, citizens in other countries aren't so fortunate. Some pay per minute fees for their phone lines and others are charged for every byte they download. While the specific details vary, the end result is the same. These users are paying to read your question; if your messages are too large, they may not care to invest in them.
Contrary to appearance, this is not contradictory. Provide enough information for an experienced individual to hazard a guess. Remember, this is remote support and the only information about your problem is what you provide in your message.
If you are trying to resolve an error message, provide the complete text of the error. If you are troubleshooting a GPF, GPV, AV, or other form of program crash, provide a description of what you were trying to accomplish and what you did that triggered the crash. If possible, provide the specific menu commands or keystrokes.
Note: If you're reporting a GPF, it's not necessary to provide the register information unless specifically requested. However, do report the name of the file that the GPF occurs in.
Saying something to the effect of "I was closing my form" is fine, but "I pressed Ctrl+F4 and then the GPF appeared" is better because it tells us what triggered the crash.
In the case of software forums, include the specific version you're using. For example, common questions in the Paradox groups include "What version are you using? Are you using Paradox/DOS or Paradox for Windows?" If you're not sure about your version number, check the product's Help | About dialog. Most programs include specific version information. Also, it often helps to which version of Windows (or other OS) you're using and the service packs you've applied, if any.
If your problem involves network access, tell us about your network operating system. If it's a printer problem, provide the make and model of the printer. It will also help to know the name of the printer driver you're using, the revision date, and the connection information (e.g. which printer port you're using).
If you're trying to fix a bit of code, include the relevant section--not the entire unit.
We don't need the life history of the project, but we do need to know enough to hazard an educated guess.
Please, please, please...do not post messages that only use capital letters. First, this makes your messages harder to read...period! Second, this is an online convention for shouting. For example, the above title should be interpreted as having been expressed with a great deal of stress.
Even if that is your intention, please limit your use of that convention to a few words.
While Microsoft is heavily pushing its "Internet strategy," it's bad form to post HTML-based or rich text messages. The main reason for this is the same one as number #2; rich text messages contains more bytes, therefore it costs certain users more money to read them than plain-text equivalents. Also, some users may not be able to read your messages. For example, consider the prevalence of red-green color blindness (which affects ~1 in 12 males) or the needs of unsighted users.
Perhaps a more important reason is due to a recent technique that spammers and other unsavory types have developed to capture your e-mail address. (Basically, they embed a 1x1 transparent pixel and extract your e-mail address from the request to serve the image.)
Because of this development, many users use plain-text newsgroup readers or deactivate rich-text support.
Finally, some newsgroup readers cannot quote rich-text messages, which means it's more difficult for them to point specific comments to what you posted.
When you reply to newsgroup messages and include quoted text, take a moment to review the amount of material being quoted. If this is relatively long, consider deleting some of it. The main reason to quote is to remind the poster of what they said or to reply to a specific comment. The main advantages for this are the cost factor for the users mentioned earlier and the convenience of the regulars.
Also, it helps if you "bottom" quote. Instead of placing your reply after the quoted material (aka "top-quoting") or interspersing your comments between lines of the original post (called "inline quoting"), place your thoughts above the quoted material. The regulars have (presumably) already read the original message and don't need to re-read it before getting to your contribution.
Please note that there are times when inline-quoting is appropriate. Use it when necessary.
Finally, it really helps to separate your comments from quoted material with a blank line.
While it's tempting to cast as wide a net as possible when fishing for technical information, it's very annoying to find the same message in forum after forum after forum. Not only that, but it's very annoying to spend several minutes composing a reply in one newsgroup only to discover that someone else has already posted the same information in another 'group.
Also, If you frequent groups that allow advertising posts, consider your reaction to seeing the same message posted over and over again.
This is especially important in support forums which are generally carefully organized to help direct traffic to the people who know it best. Also, the regulars generally skip messages that are already being handled.
Many of the regulars are volunteers who have day jobs and other things going on. They generally invest as much of their spare time as they can afford to tracking the newsgroups. If you sent them private messages, you may use up their allotment of time for the day. Also, public replies generally benefit from input from the entire community. By "taking it private," you prevent everyone else from learning from your comments. When discussing technical issues, it's helpful to provide the closure of a public reply.
If you receive several replies to your message, do not thank each person individually. Instead, post one message containing your various appreciations and/or follow-up questions.
There is a balance here. It's appropriate to use separate replies to follow up on different points raised in different messages; however, posting five "thank you's" may be regarded as "excessive."
Take the time to determine the full number of groups supported by the host of the newsgroups in question. For example, it doesn't help to post an Excel question in a Paradox group. If you must post "off-topic," then please note that in your message's Subject line. This gives other readers a chance to ignore your message if they so choose.
If you accidentally post in the wrong group, you will probably receive a gentle nudge toward the right one. Please don't feel slighted if this happens.
If you're not sure of the appropriate group, then ask where you can find a list of newsgroups related to the topic and a description of each one.
It's tempting to include as much information as possible. However, we've already discussed the charges that many people have to pay to read the newsgroups.
Instead of posting attachments or screen shots, consider uploading them to a web page and then posting a link to them. This is very effective and is easy to follow-up or ignore, depending on each reader's inclination. If you don't have access to a web site, offer to e-mail the attachments/screen shots to users who request them.
If you must include attachments or screenshots, then _please_ use all available techniques to keep them small. Archive the attachments into ZIP files and reduce the screen shots to 16 color palettes or grey scale images. (Also, remember that binary attachments are converted to text when posted to the Usenet. this means that attachments and images are often larger than their original size. Again, it boosts the price for some users.)
Here are some general guidelines for attachments:
Use common sense. There are valid times to include uncompressed files, but not many.
You may feel cleansed by firing off a flame at some vendor's idiocy, but we have a wide range of readers in the audience and some are offended by inflammatory rhetoric, abusive language, and/or profanity (including the "politely" edited versions). Since you're trying to enlist the help of these folks, it's best to stay on their good sides. Besides, there are newsgroups that encourage rants or political discussion; take it there.
In the same vein, remember that many of the regulars are volunteers, people with families, jobs, and feelings--just like you. Treat them courteously and they'll do the same to you. Abuse them and they'll ignore you.
Along the same lines, it's best to use your real name, as opposed to a handle or a nickname. This varies between newsgroups, but most folks frequenting the support groups like to know who they're "talking" with. We're pretty sure that "Acme Corp" didn't suddenly transform into an avatar and get a 'Net connection. Likewise, we're likely to suspect "Footpad" is a pseudonym. It may be cool on Slashdot, but support groups generally find it unprofessional or immature.
Because signatures get included with every message you post, it's a very good idea to keep them small. In part, this is courtesy to those who pay for their access, but it's also a courtesy to the regular readers who generally ignore signatures after seeing them a time or two.
Also, if your signature file is generally longer than the content of your postings, it's time to rethink the content of your signature.
If you feel you must include extensive information about your online presence, consider moving it to a web page and then linking to it in your signature file. Many newsgroup readers will thank you.
Because your e-mail address is included in the header of UseNet messages, posting a single message may dramatic increase the amount of spam (unsolicited commercial e-mail messages) you receive. To avoid this, many users configure their news readers to report their e-mail address as something along the lines of username@domain.NOSPAM.com.
This is called "spoofing" and it takes advantage of the fact that people are generally smarter than computers. Many bulk-emailers use programs to harvest e-mail addresses, however, few of these programs actually validate the harvested address. Thus, the spammers sends their messages to your spoofed address, which forces the message to "bounce" (be returned as undeliverable). In turn, the spammers remove that address from their files and you've effectively avoided getting their trash.
People, on the other hand, tend to recognize spoofed addresses and edit them accordingly when sending private mail.
If you have problems sending private mail to a newsgroup poster, check the address (and the original message) carefully. The address may be spoofed.
This is an over-simplification, of course. Still, spoofing your return address can reduce the amount of spam you receive. If you do spoof your address, be sure to indicate that in a signature file.
Note: If you're really worried about spam, consider obtaining a free e-mail address from one of many sources and then post your messages from there. That way, people can send you lots of trash that you'll never see or worry about.
Unless you're on a private newsgroup that requires a username and password, consider that every word you post is being read by the entire world. Since software pirates often need to serial numbers to enjoy their ill-gotten gains, posting one is tantamount to rewarding them for their efforts. It can also mess you up when you try to use the benefits of your serial number. (Many companies, for example, will not let you upgrade if your serial number is registered to someone else.)
Many people use the newsgroups as an archive, often searching for information long after you've fixed and forgotten the problem. By leaving your messages online, you provide them with an archive they can use. In turn, this helps reduce the number of questions that get posted.
Also, please check your newsreader configuration. Some programs automatically delete messages by default. (Certain versions of Outlook are notorious for this.) If you're set up that way, please consider changing it.
The newsgroups are read by an international audience; local idioms do not always translate well. While an elegant turn of phrase may make the message clearer to you, it might confuse the very person that's trying to answer your questions. For example, does the phrase "in the mouth of the wolf" mean anything to you? (If not, then you're probably not an actor who happens to understand a smattering of Italian.) Keep that in mind when you're waxing eloquent.
Remember that newsgroup messages are just static text, generally devoid of contextual clues used to understand the way something is expressed. If you're being ironic, use an emoticon to indicate that. :-) is generally considered online shorthand for a grin. Alternatively, some folks use "<grin>" or "<g>".
And, while we're on the subject, there are many specific forums for various jokes, including at least one for light bulb jokes. If you've got a good one, post it there...not in the support areas. You never know when you may offend the very person who knows why your code isn't working.
If someone responds with something that strikes you as insulting, abusive, or otherwise inflammatory, assume that the other person is trying to be funny, ironic, or otherwise "cute." Even if they are being mean, you don't have to lower yourself to their level or validate their irresponsible behavior with a reply.
If you don't get an immediate answer to your question, don't fret. The convention is to post only if you can seriously contribute to the conversation. If you pose a particularly thorny question, it may sit unanswered for a few days. Many of the regulars watch for such messages and will, eventually, chime in with an appropriate response. Also, keep in mind that the newsgroups are an international community, one subject to different time zones. You may be just getting to work, but the person who knows your answer may be just going to bed. Wait a few days before getting panicky over a lack of response.
The hardest part about providing support on the newsgroups is knowing whether or not you're right when you post an answer. Many times, you're guessing based on your personal experience and the limited information available. While people are very good about letting you know when you're wrong, very few let you know when you're right.
If you receive an answer that helps, let the sender know. It's just common courtesy and you just might make that person's day.
If you know the answer to a question or have a thought that would improve the conversation, please feel free to chime in. Most of the regulars are just normal folk, which means they are neither omnipotent nor perfect. Who knows? You just might make some new friends.
Most of the time, people are doing their level best to answer your questions as accurately as possible. However, they may not fully understand your situation or they may inadvertently leave something out. If you don't understand their response, follow-up with a reply.
Also, take appropriate precautions to secure your system, data, and other material assets before incorporating any information into your system or environment. You can't restore if you don't have a backup.
If you made it to the end of this, congratulations! Most of these ideas may seem like common courtesy and, in a way, they are. However, if you keep these things in mind while posting to the newsgroups, you will certainly make life easier for everyone else.