- Be polite and respectful. This means other
places on the net as well as the channel.
- Do not use profanity or resort to name calling.
- Do not criticize or ridicule users. Have patience for
typos. Avoid embarrassing a user in front of others.
- Give users the benefit of the doubt. Ask them to tell you what
the problem is if you don't understand what help they need.
- Restate the issue as you understand it if it is still not clear.
- State clearly the rule, policy, technique or command
requested or needed to provide requested help.
- State clearly what consequences the individual might
expect, if relevant. State, for example, "You may
be able to find help with bots on another channel,
however bots are not allowed on most DALnet servers
without prior approval from the server admin."
This way everyone knows what to expect.
- Remain calm and matter of fact. If you become stressed, upset,
or frustrated, you may be less effective or inadvertently
exacerbate the situation. It is good to ask someone else to
handle the request for you if you find you are unable to
remain objective. We need to work as a team, and we all
have strengths or weaknesses in some areas. Also, it is
important to recognize when we are tired or have other
reasons for temporarily diminished performance or
sensitive moods. It will be better for DALnet help
services in the long run to have Ops who are able
to rely on others for assistance than to risk
handling a situation badly.
- Remember that DALnet is an international forum. For many, English
is a second language and some colloquialisms and slang may
be confusing or misinterpreted. Please try to use grammar and
punctuation which will facilitate ease of communication.
- Try to be sensitive to how others view the role of an Op as well as
their expectations of DALnet Help Services. Many of our new
users seem to be coming from commercial online services which
have "spoon fed" them information. Also, the point and click
graphical interface for those services has hidden from their
users any information about different servers, ports, commands,
etc. They are not new to 'chat', but very new to the chat
network technical operation which our users see.
|