Growth/Communities/How to interact with newcomers

Context
The following guide has been created to help experienced users on how to interact with new users. This document gathers findings from various places. You can learn more about those findings on Phabricator.

How to behave

 * Always be friendly, polite and patient. Even if the newcomer forgets about that.
 * Start your reply by saying "hello and welcome"!
 * Be sure that you understand the question asked. Guess what people ask for is okay but accuracy is much better. Ask for clarifications if needed.
 * Know your limits: sometimes you don't know how to reply, so ask for help too (if can be from an admin, a specialist of the topic...).
 * Be honest: if the request is not realistic or actionable on your wiki, or out-of-topic, say it and explain why. That would avoid the newbie (and you) to be frustrated because you've been both interacting on a content what would be speedy deleting within a few days.
 * Coordinate with others helpers, to share your experience and your best practices.
 * Have fun! Don't see replying to newcomers as a burden. Take care of the others.

How to reply

 * Leave replies with actionable content.
 * Don't point to documentation first. Explain the process instead. An answer is better than link to the answer. Quote important information from other pages you link, to avoid people to read multiple pages.
 * Reply to questions asked, because they are specific - avoid general replies. Provide examples.


 * Keep things simple, avoid jargon (or introduce it progressively)


 * Be a guide: if someone wants to add an image on a new article, but the action that person should take first is to add sources, tell them to add sources first (and how to) and promise that you will explain how to add an image later.
 * Pay attention to how you reply, check your spelling.
 * Have a way to alert the user about the reply. Keep an eye on the request: the user may ask about something else.

Explain or do the change?
The goal is not to have people struggling at editing. It may be sometimes easier to make a very complicated edit instead of explaining it (it can be for long step-by-step processes, edits that have to be made using a complicated wiki-syntax, etc.). Be honest and tell the user that it is complicated "even for an experienced user" but explain the steps you've been through so that the user can reproduce them afterwards.

Make your choice based on your own experience and your discussions with other helpers. But don't forget that it is more rewarding for a newbie to understand what to do and apply it.