What do you do about users who email you with questions like "How do I post a message?" or "How do I log in?" They are usually the less technically inclined folks who are used to mailing lists or totally new to forums. Is it rude to just refer them to the FAQ?
I usually give them a very brief run-down so as not to appear curt, then a link to the appropriate part of the FAQ. ("Look for the green button near the top of the screen. For more information, check out...")
I got a new member like this last month and I honestly didn't mind answering his questions. I figured once he gets the hang of it he will start posting in the main forums. Now I'm not sure what I would do if I have this going on all the time. There may come a point where you have to suggest them posting it in general or referring the people to FAQ in order to stay sane.
Honestly, I direct them to the FAQ... However, I do think it will make the owner of the forum look good if he or she answered the questions rather than turning the inquirer away or otherwise putting them off.
To be honest, I have never really had someone ask how to post, upload an avatar, signature, and the other basic forum features. For more specific questions (like questions that would only be asked on my own forum), I would either help or link them to the newbie FAQ thread we had.
My site is catering to newbies, because there are some other sites in my field that are very "unfriendly" lets say to newbies because they are just so intimidating. So, I get a LOT of PM's asking for help, and I usually just do a quick reply and tell them that I would really appreciate it if they could ask that terrific question in the forum, so that everyone could benefit from the discussion. If it's a forum use related question (avatar, how to upload, etc) then I have an assortment of stickies in the Beginners section that I point them to. Mike
Depending on the users... I have a user on Pisoga that asks me so much instead of using the suggestion forum, and if I don't answer quickly he'll call me a bad admin. Other than that, I don't mind answering questions.
He sounds like a real treat, particularly when it comes to "working" with him. Is he a new(er) member, or a "senior"?
Sadly a senior. Umm, today on the chat he was posting Tupac lyrics and we have a rule against racism, one of those posts he made contained lyrics with racial remarks... So I proceeded to do what any mod would do if that rule was there for almost two years now.... Insta-Ban and Perma.... He went on on MSN asking why did I ban, and why did I think it was fair, Why, Why, Why.... =\.... He started changing history about three times and made people ask me why dd I ban him when I made the reason clear on the chat...
Well I gave him the obvious answer "You used racism" and he had other members ask me Why did I ban him, if I hated him.
Sometimes... I really don't know how to respond... since I am so annoyed at the user... so..... I don't know I tell then that I am busy at the moment and such, I don't like doing it though. =\
normally i answer their questions, and then link to the faq. on one forum there was a lot of members asking how to do stuff, so i made a very simple faq thread on how to do the basic forum things, like post threads, send messages, post pictures.....with pictures showing how to do things
