Growth/Communities/How to interact with newcomers/id

Panduan berikut ini dibuat untuk membantu pengguna berpengalaman di wiki Wikimedia tentang cara berinteraksi dengan pengguna baru, terutama di meja bantuan atau pada halaman Tanya Jawab. Halaman ini juga relevan untuk interaksi pengguna-ke-pengguna, seperti selama bimbingan berlangsung.

Dokumen ini mengumpulkan kiat terbaik dari berbagai situs web (wiki Wikimedia, situs web Tanya Jawab lainnya...) dan pemikiran dari pengguna berpengalaman Wikimedia yang berinteraksi dengan pengguna baru. Anda dapat mempelajari lebih lanjut tentang temuan tersebut di Phabricator.

Bagaimana berinteraksi yang sukses
If the message is posted on your user talk page and you need time to write a reply, add a short message to see that you will reply later.
 * Selalu bersikap ramah, sopan, dan sabar meskipun pengguna baru lupa akan hal itu.
 * Mulailah balasan Anda dengan mengatakan "halo dan selamat datang!"
 * Pastikan memahami pertanyaan yang diajukan. Jangan coba-coba menebak apa masalahnya. Meminta klarifikasi mungkin tepat; mereka dapat membantu Anda agar memberikan jawaban yang lebih akurat. "Apa yang Anda coba lakukan?" adalah pertanyaan yang bagus untuk ditanyakan jika Anda tidak memahami sebuah pertanyaan.
 * Periksa penyunting mana yang digunakan oleh pengguna baru (teks wiki 2010, visual, seluler, teks wiki 2017, dll.), dan berikan balasan melalui penyunting itu. Meminta mereka menggunakan penyunting yang tidak dikenali akan menjadi beban bagi mereka.
 * Know your limits: sometimes you won't know how to reply, especially in technical areas or out of your favorite topics. Feel free to ask for help from other users who are more experienced in certain areas.
 * Be honest: if the request is not realistic or doable on your wiki, or generally off-topic, say so and explain why. For example, it may not be productive for the newcomer to work on the content that may be deleted in only a few days. However, explaining why the content can be deleted can help the newcomer to avoid future problems. Invite the newcomer to work on something else instead.
 * Newcomers may be angry or frustrated at your wiki because of a variety of reasons. Their complaints are most likely not against you. Keep calm and try to understand their situation.
 * If it becomes clear that the discussion is going nowhere, close it politely.
 * Have fun! Don't approach helping newcomers as a burden. If you don't have time to follow through with a request or aren't in the mood, then let another helper handle the request instead.
 * Watch other mentors' talk pages. Notify other mentors if you plan to be offline so that they can take care of your page while you are away from the wikis.

How to build good replies

 * Jelaskan
 * Jangan arahkan ke halaman dokumentasi dahulu, jelaskan prosesnya. Jawaban merupakan hal yang lebih baik daripada mengarahkan kepada jawaban, meskipun hanya satu kalimat yang diikuti dengan pranala. Kutip informasi penting dari halaman lain yang Anda berikan. Hal ini menghindari orang untuk membaca banyak halaman yang panjang.
 * Contoh: "Untuk menambahkan gambar, Anda harus mengunggahnya ke situs lain bernama Wikimedia Commons. Kemudian, Anda dapat menempatkannya di artikel Anda. Agak membingungkan, jadi baca petunjuknya di halaman ini dengan cermat."


 * Berikan tahap berikutnya
 * Tinggalkan balasan yang membuat orang tersebut tahu apa yang harus dilakukan selanjutnya. Jangan hanya menjawab pertanyaan spesifik.


 * Personalisasi
 * Jangan menjawab dengan frasa umum, tetapi ajukan pertanyaan klarifikasi. Setiap pengguna mungkin memiliki masalah mereka sendiri, yang berbeda dari masalah yang serupa. Berikan contoh.


 * Sederhanakan
 * Hindari jargon dan akronim. Anda dapat memperkenalkannya secara progresif dengan menautkannya. Hindari membebani pengguna baru dengan informasi yang tidak relevan dengan pertanyaan mereka.


 * Jadilah penuntun
 * For instance, if someone asks how 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). Also, promise that you will explain how to add an image later.


 * Create a conversation
 * Ask the newcomer a question to try to engage them in conversation.
 * For instance, if they ask, "Is it possible for me to write a new article on Wikipedia?", you can say, "Yes, you can create a new article. However, that's one of the hardest kinds of edits to do on Wikipedia. What do you want to write your article about? Maybe there are some easier tasks you can try related to your interests, and then you'll learn the skills you need to write the article."


 * Ping
 * Make sure the newcomer is aware of the reply, by any method. For instance, on wikitext talk pages, mention the user when you reply.


 * Explain how to reply
 * Many newcomers don't understand how to use talk pages. Therefore, you can include something like: 'To reply to my message, click "", then write your message below mine. Then publish the page.' They don't need to understand indentation or signatures yet. You can teach them that in your next reply, maybe by using a template.


 * Follow-up
 * If possible, follow up on the request by checking back later: the newcomer may ask about something else or need further clarification. Newcomers may reply in an unexpected way: they may not understand how to respond, how to add their signature, or how to ping a user.
 * When you explain something, ask the newcomer if your answer has helped them. The newcomer will feel more welcomed, and you will get some information to improve your experience. If the conversation ends, remind to the newcomer that you're still available if needed.


 * Write your reply
 * Say hello!
 * If possible, respond in a reasonable time. Newcomers may not log in often or may not have email notifications enabled. They may not be accustomed to a community like Wikimedia, where discussions can sometimes involve users from many time zones. Check back in the forum occasionally for any questions that have gone unanswered for 24 hours.

Pay attention to how you reply; check your spelling.

Explain, or do the change myself?
One of the goals is to help newcomers who struggle with the interface or markup. It may sometimes be easier to make very complicated edits yourself instead of explaining how to do so. That's the case for multi-step processes and complex wiki-syntax. Be honest and tell the newcomer that it is a complicated edit "even for an experienced user". But explain the steps you've been through so they can learn and reproduce them afterward.

Make your choice based on your own experience and your discussions with other helpers. But it is often more rewarding for a newcomer to understand what to do and apply it themselves, rather than having it done for them. Teaching is less efficient in the short term but increases editor-retention in the long term.

Rely on other community members
Operating a dedicated help forum is a collective project. It depends on a wide range of helpers. All have individual strengths and weaknesses, as well as a finite amount of available time and energy.

Coordinate with other helpers to share your experience and best practices. Be open to advise from other helpers when they offer it.

Take care of the other people who reply to you. Thank and guide people who try to help. Thank people who help a lot.

Don't forget to keep the community informed of your efforts; it will help to recruit new helpers.

Examples
Here are some hypothetical examples based on common replies found on several Wikipedias.

''' How can I add an image I have on my computer to an article? '''


 * Check on the help page where you will be guided.
 * Check on the help page where you will be guided.


 * Hello! Anyone can reuse Wikipedia. We respect copyright laws, so we can't accept every image on Wikipedia. It depends on the topic, and also on who has created that image. Which article do you want to illustrate? Are you the author of the image you want to use? If not, does someone else have the copyright to that image?
 * Hello! Anyone can reuse Wikipedia. We respect copyright laws, so we can't accept every image on Wikipedia. It depends on the topic, and also on who has created that image. Which article do you want to illustrate? Are you the author of the image you want to use? If not, does someone else have the copyright to that image?

''' My article has been deleted and that's scandalous! '''


 * That's your fault: you should have read the help pages first. Now you know that you can't do everything you want on Wikipedia, especially trying to promote the topic you've chosen.
 * That's your fault: you should have read the help pages first. Now you know that you can't do everything you want on Wikipedia, especially trying to promote the topic you've chosen.


 * Hello and sorry for the bad experience you had. Based on the information available, it seems that your article didn't include any sources. Wikipedia articles are based on published sources so that readers can verify the information. That's the most important issue with your article. I've searched for published sources about your topic, but I haven't found any. Do you have sources we can use? If there are no such sources available, then it may be too soon for Wikipedia to have an article on this subject.
 * Hello and sorry for the bad experience you had. Based on the information available, it seems that your article didn't include any sources. Wikipedia articles are based on published sources so that readers can verify the information. That's the most important issue with your article. I've searched for published sources about your topic, but I haven't found any. Do you have sources we can use? If there are no such sources available, then it may be too soon for Wikipedia to have an article on this subject.