Quote:
Originally Posted by leaston
I used to work on an IT support helpdesk. Internal staff within the organisation would call with every problem you can imagine, some even IT related. As most of these people weren't IT oriented (mainly nurses with little or no IT training), they would call completely out of their depth, frustrated, intimidated and sometimes even scared - which could easily be translated at my end of the call as someone rude, angry, arrogant and demanding. This was usually far from the truth however. I learned very quickly NOT to take things like this at face value.
The point being, many of these calls taken purely at face value, would have been interpreted as the op's post was by a few people here - as a personal affront. I'd be willing to bet the op meant no offence, wasn't being rude on purpose and didn't expect anything other than help. If no allowance is made for the fact that we are all are different personalities, have different skills, communication methods, turns of phrase, experience etc. then we may as well make it forum policy to simply flame every noob who uses the wrong phrasing in their request for help.
I don't condone trolling or people being deliberately rude or arrogant. But, the wording of the op was ambiguous at best, which should have dictated a more lenient response rather than simple flames for perceived insults which probably weren't anything of the sort.
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I've done customer support in telecommunications with users a lot, even users speaking numerous other languages. I've been screamed at and verbally abused on the phone so I know how it goes. and I *get* the whole; "this is the internet, facial expressions, body language, etc. etc. can't be read", but in a situation like this, when someone is new, and asking for help, I would think that quick passionate typing which DOES happen during online arguments is not taking place. that this would be a time when you are thinking about your dilemma and phrasing your language carefully. maybe the op wasn't cranky, maybe they do not understand on line etiquette. I don't know, I DO know however that I respond a LOT better to wiggly tails than an snarl