I’d like to shed some light on how we can all help each other better, especially when it comes to helping new users, support topics, and others.
I write this post to help, not to sound rude or attack anyone. I hope someone can learn something through this and that we can all help each other become better :)
So, what I see is a few different things that happen often. They’re explained below with a way to help better.
1). The canned response
Something I see often is the exact same response used over and over again. This response usually doesn’t aim right at the issue at hand. It’s beating around the bush, for the most part. Most importantly, these responses can make people feel unwelcomed and even publicly shamed. I mean, who wants that?
Here’s what it looks like:
We appreciate your post today, but in order to post in the #live:va, #live:events, #features and #real-world-aviation categories, you must be Trust Level 2 (TL2). This topic belongs in #real-world-aviation aviation because it is discussing something relating to aviation out in the world instead of Infinite Flight.
Keep reading, posting, liking, and following the guidelines and you’ll get there in no time! Also, be sure to search for any similar existing posts before making your own, in order to avoid making a duplicate topic.
Below are some helpful links to get you started. This includes some information regarding trust levels and more importantly the how this forum works. We ask that you please take a look through this important material and understand these posts. A lot of hard work was put into these topics for new members like you. We hope you enjoy your experience here with us. Please don’t hesitate to message a moderator if you have any questions. And last but not least, have fun! Thanks for the help and understanding!
I think that one way to fix this is to point right at the issue in a respectful, nice, helpful manner.
Scenario: The user is posting in the correct category (Screenshots and Videos for example), but his format is wrong. Here’s the fix.
Fix: Advise them in a PM how they can fix their post. Or, let the moderators help out. Don’t just issue the canned response.
2). Things that really aren’t necessary
You know how when you open a loaf of bread and there’s that really small end piece and you want to just throw it away but you end up eating it anyway to not waste food? That’s kinda like these types of responses. A few examples are below.
A user posts a feature request for something that they want in the sim. You notice that he hasn’t voted for his own feature. Is it really necessary to post this?:
”Remember to vote for your own feature!”
No. Why? The previous response only annoyed the OP of the request. Voting for your own feature request has never been a requirement.
Also, if you don’t want it in the game, just don’t vote. There’s not a reason to say anything negative or potentially rude.
3). The repeating of posts
This happens a LOT in support topics.
It’s great that you want to help. By all means, please do! But, when an answer has already been given, there is absolutely no reason to post the same thing again.
A user has a problem with his subscription. He is requesting that staff help him with his subscription. Unless you are absolutely sure of the issue, please try to avoid these responses:
”Have you tried restarting your device?”
Have you cleared your scenery cache?”
”Have you deleted/reinstalled the app?”
”Try clearing your scenery cache”
These posts related to subscriptions are better handled by tech support (usually schyllberg)
A user has a problem with scenery cutting out on the horizon. Usually, this calls for the scenery cache to be cleared and/or the app to be restarted. Posts like these should be avoided:
”As (so and so) said above…”
”As stated by (so and so)…”
”Edit: Dang it! (So and so) beat me to it…”
These posts are not necessary at all and only really add clutter to the thread. If your post contains the sentences above, then it’s already been answered and it’ll be taken care of.
4). The “wrongfully reported”
This one is similar to number 3. Often times, posts are repeated or the controller is tagged a million times. This is not beneficial for both the controller and the OP.
The purpose of these topics is to find a controller to talk to and fix what is/was probably an issue.
Responses to avoid
”@(soandso) was the controller” (This one is to be avoided if the controller’s name was already given).
”Have you tried clearing your scenery cache?” (literally saw this once)
”What were you doing (action) anyway? Grow up and learn to be realistic. You deserve it” (This one serves no purpose except to attack the OP in a rude, disrespectful manner).
Anyway, I hope I helped someone through this post. Together, we can keep this place civilized, clean, and tidy. We can also avoid conflict better this way.
Have a great day!