One of the strong points of the Ubuntu community is the forums. To many new users, the ability to get quick answers to their questions for free is an incredible resource. Unfortunately, not every user has a great experience on the forums. WorksWithU recently posted a list of tips for those giving support on the Ubuntu forums. I agree about being specific, using proper spelling, and being thorough, but there is one point I disagree with:

“Reduce as much as possible to bash commands.  While new Ubuntu users may not feel comfortable working in the terminal on their own, most are perfectly willing to copy-and-paste commands, and giving them specific lines to type in is usually more efficient and easier than providing vague instructions that involve a GUI.”

While easier for the supporter, this approach leaves the user feeling like Ubuntu is mysterious and, when it breaks, only the magic of some Ubuntu geeks can fix it. The user, more than likely, doesn’t understand what he or she did, why it worked, or how to replicate it. For example, read this person’s experiences with Linux. While a bit exaggerated, the name “Super Forum Guy” pretty much sums up what I am talking about. Creating a mass of users who rely on the “Super Forum Guy” whenever they need help is not what we want, nor does it make a good name for Ubuntu. (“Yeah, it works really well, except when it doesn’t and you have to ask some geek for help.”)

What is the right way to help someone out, then? Provide step-by-step directions for navigating the graphical interface and avoid terminal commands whenever possible. Yes, this takes longer than typing up a quick command, but, in the long run, it is the best way to help a new Ubuntu user.

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