vansmith
Senior Member
- Joined
- Oct 19, 2008
- Messages
- 19,924
- Reaction score
- 559
- Points
- 113
- Location
- Queensland
- Your Mac's Specs
- Mini (2014, 2018, 2020), MBA (2020), iPad Pro (2018), iPhone 13 Pro Max, Watch (S6)
So, you've got a problem with your Apple device and need some help. No problem, you've come to the right place. We're happy to help you work through your issue and offer some help but to do so, we've got to work together to better understand the issue that you're dealing with. More often than not, what makes this shared understanding difficult is miscommunication and a lack of detail, both of which are extremely important in online discussions where social cues and context are absent. With that, here are some tips and things to include in posts to help build some shared understanding which, in turn, will help you solve your issue.
Tip #1 - Detail
If in doubt, add that detail that you might think is irrelevant. If something isn't working, tell us about everything you've done with your device in the recent past. If computing devices have one property that make them difficult to fix, it's that everything is connected but not always in an obvious way. For example, an inability to connect to a website may very well have something to do with that note taking software you installed three days ago (yes, sometimes the causal link can be something so seemingly disconnected).
At a minimum, you should provide details about your device and the software involved with your issue. Here's a handy template that you can use:
OS X/iOS version:
Software involved with the issue:
Version number of the software involved:
Piece(s) of hardware involved:
Error message(s):
Tip #2 - Detailed titles
We get a lot of requests each day for help. Given that we can't read everything nor do we each have expertise in all areas, detailed titles can help us figure out where to direct our efforts which, in the end, helps you. While there is no magical formula for how to craft a perfect title, detail again is key. Being concise is also important - be short but clear about what the issue is. You don't need to include version numbers here but software names and the issue are key. Perhaps the best way to explain this is with some examples.
Example #1 - Bad
Can't connect (this tells us nothing about the issue and could be connected to any issue)
Example #2 - Better but still weak
Can't connect to internet on my Mac (this is better but still doesn't tell us much about what's wrong)
Example #3 - Good
Can't connect to internet on my Macbook Pro running OS X 10.9.4 and Safari (this is good in that it tells us what software is having issues but still doesn't tell us much about what connection issues you're encountering)
Example #4 - Great
Can't connect to internet (can't establish secure connection) on my Macbook Pro (OS X 10.9.4) running Safari (this is great - it tells us the specific error and where you're seeing it)
Tip #3 - Be concise and clear
As a volunteer forum, each person here is doing this in their spare time. While we appreciate as much detail as possible, try to be concise. Of equal importance is clarity. One thing to remember is that you're trying to explain your issue to someone who knows nothing about anything to do with your situation. For all we know, you live in a shack outside Scott Base, connecting to us by satellite. Be as clear about your context as possible if it's relevant. For example, if your computer is overheating, being clear about where you're computing matters (if your room is really hot, this matters). The principle of clarity also applies to your wording. When writing your post, pretend that you're reading it to a random stranger on the street. Would it make sense to them? Once you can answer "yes" to that question, feel free to post it.
One thing that falls under this tip is the issue of assumptions. Assume we know nothing about you. This includes everything from what you're using to where you live (if relevant). For example, we often get questions asking where to buy something or whether one can do something legally, both of which, although very different in nature, depend on us knowing where you live (we don't need street details but a country might help).
Tip #4 - We're volunteers so be nice
This isn't so much a tip about the writing as it is about how you ask your question. I can, with almost absolute certainty, guarantee that if you demand help or request immediate assistance, you won't get it. We're under no obligation to help and if you demand assistance, we may respond by taking our time. Therefore, the best way to get any help is to ask politely. I can't stress this enough for not only does it help you but it also sets a tone for the conversation.
Tangentially connected to this is the issue of answering your request for help with more questions. Often, we will ask for more details and when we do so, we do it with the best of intentions. Please do not get frustrated if we ask follow up questions and if we do, please do your best to answer them (we can help if you don't know how to get the information we request).
TL,DR? If in doubt, add detail and be nice.
Tip #1 - Detail
If in doubt, add that detail that you might think is irrelevant. If something isn't working, tell us about everything you've done with your device in the recent past. If computing devices have one property that make them difficult to fix, it's that everything is connected but not always in an obvious way. For example, an inability to connect to a website may very well have something to do with that note taking software you installed three days ago (yes, sometimes the causal link can be something so seemingly disconnected).
At a minimum, you should provide details about your device and the software involved with your issue. Here's a handy template that you can use:
OS X/iOS version:
Software involved with the issue:
Version number of the software involved:
Piece(s) of hardware involved:
Error message(s):
Tip #2 - Detailed titles
We get a lot of requests each day for help. Given that we can't read everything nor do we each have expertise in all areas, detailed titles can help us figure out where to direct our efforts which, in the end, helps you. While there is no magical formula for how to craft a perfect title, detail again is key. Being concise is also important - be short but clear about what the issue is. You don't need to include version numbers here but software names and the issue are key. Perhaps the best way to explain this is with some examples.
Example #1 - Bad
Can't connect (this tells us nothing about the issue and could be connected to any issue)
Example #2 - Better but still weak
Can't connect to internet on my Mac (this is better but still doesn't tell us much about what's wrong)
Example #3 - Good
Can't connect to internet on my Macbook Pro running OS X 10.9.4 and Safari (this is good in that it tells us what software is having issues but still doesn't tell us much about what connection issues you're encountering)
Example #4 - Great
Can't connect to internet (can't establish secure connection) on my Macbook Pro (OS X 10.9.4) running Safari (this is great - it tells us the specific error and where you're seeing it)
Tip #3 - Be concise and clear
As a volunteer forum, each person here is doing this in their spare time. While we appreciate as much detail as possible, try to be concise. Of equal importance is clarity. One thing to remember is that you're trying to explain your issue to someone who knows nothing about anything to do with your situation. For all we know, you live in a shack outside Scott Base, connecting to us by satellite. Be as clear about your context as possible if it's relevant. For example, if your computer is overheating, being clear about where you're computing matters (if your room is really hot, this matters). The principle of clarity also applies to your wording. When writing your post, pretend that you're reading it to a random stranger on the street. Would it make sense to them? Once you can answer "yes" to that question, feel free to post it.
One thing that falls under this tip is the issue of assumptions. Assume we know nothing about you. This includes everything from what you're using to where you live (if relevant). For example, we often get questions asking where to buy something or whether one can do something legally, both of which, although very different in nature, depend on us knowing where you live (we don't need street details but a country might help).
Tip #4 - We're volunteers so be nice
This isn't so much a tip about the writing as it is about how you ask your question. I can, with almost absolute certainty, guarantee that if you demand help or request immediate assistance, you won't get it. We're under no obligation to help and if you demand assistance, we may respond by taking our time. Therefore, the best way to get any help is to ask politely. I can't stress this enough for not only does it help you but it also sets a tone for the conversation.
Tangentially connected to this is the issue of answering your request for help with more questions. Often, we will ask for more details and when we do so, we do it with the best of intentions. Please do not get frustrated if we ask follow up questions and if we do, please do your best to answer them (we can help if you don't know how to get the information we request).
TL,DR? If in doubt, add detail and be nice.
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