Date: prev next · Thread: first prev next last
2011 Archives by date, by thread · List index

Very well said. Thank you for expanding on my comments about answering
questions. I agree with you 100%.


On Tue, Nov 29, 2011 at 11:13, Gabo <> wrote:
Thank you Jean. I have already subscribed to both the forum and user list as
you suggested.

Yet, in my experience training customer service reps, I'd like to add some
more advice that may come in useful before answering user's questions.
Answering difficult questions is indeed a great practice. However,
considering that users may ask the wrong questions (or the right questions
in the wrong words), we have to make sure we master the key concepts before
attempting to answer them. Otherwise, we may get confused ourselves and end
up messing up our ideas or even the docs we are working on.

What I suggest is to follow a systematic approach:

1). Decide which your area of expertise will be.
LibreOffice is a broad project, and mastering it all may be too much to do
it all at once. For example, I never use LO Math because I don't need it but
mainly because my knowledge of mathematics is too limited. Instead, I use
Calc on a daily basis, so I decided to master that application first.

2). Make acquainted with the application of your choice.
Read the existing user guides. Make yourself familiar with the terminoly and
 Try the application yourself. This will help you understand it better.
Before being ready to answer other people questions, we must be able to
answer our own questions. Don't be afraid of asking. Remember that every
good teacher has started as a good student.

3). Help other users.
Once we feel confident enough to use the application ourselves, we can start
helping others. I usually use the following strategy when dealing with

- Read the question between the lines. What is important is not what the
user is asking, but what the user is really trying to do. Remember that they
are not specialists and sometimes don't know how to ask for help and end up
putting forth general question such as "I cannot use a formula in Calc".
Therefore, before attempting to solve a problem, we must guide the user to
provide the right info. How can we do it? Simple, ask them more questions.
Help the user narrow the question until we know exactly what the problem is.

- Once we pinpoint the problem we can start looking for the answer. If we
are familiar with the application, we may possibly know the answer. If not,
we will know where to look.

- When we have the answer, put it forth in a clear and consice way.

Hope you find it useful.


Unsubscribe instructions: E-mail to
Posting guidelines + more:
List archive:
All messages sent to this list will be publicly archived and cannot be deleted


Privacy Policy | Impressum (Legal Info) | Copyright information: Unless otherwise specified, all text and images on this website are licensed under the Creative Commons Attribution-Share Alike 3.0 License. This does not include the source code of LibreOffice, which is licensed under the Mozilla Public License (MPLv2). "LibreOffice" and "The Document Foundation" are registered trademarks of their corresponding registered owners or are in actual use as trademarks in one or more countries. Their respective logos and icons are also subject to international copyright laws. Use thereof is explained in our trademark policy.