Expert Info Corner

Tips on How to Provide a Great Answer

by kathleen_jo on ‎08-03-2017 04:40 PM - last edited on ‎08-08-2017 01:16 PM by Community Manager

We love having you as part of our forum community, and we hope you’re enjoying the experience. By posting in our forum, you are developing an online reputation. What you write and how you write it is permanent.

 

To help you create the very best online reputation possible we have compiled some tips for you.

 

If you have any questions, reach out to a Community Manager or other Tealium Experts.

Always Remember the TLC

The Tealium Learning Community is first and most importantly, a safe place to ask a question about not only Tealium products and services, but also about marketing technology, privacy, security, GDPR... the list goes on and on. No matter how simple the question, always strive to deliver an answer that is full of tender loving care ("TLC"). Yes, it is corny... and yes, it is a play on our Community's name (Tealium Learning Community), but we believe that  each and every question deserves plenty of TLC.

Strive to be Educational

The best answers go beyond giving the fix; they explain what the issue is and why a potential fix should be tried.

 

For example, when a customer complains about data being "scattered about" Google Analytics because the value set in the utm_medium can be camel cased, lower cased, or even upper cased, suggesting using Tealium iQ Tag Management's Lower Casing Extension would help.

 

However, explaining that using the Lower Casing Extension would help to force normalization of the data, therefore saving time and resources, is an even better answer.

Do No Harm

If you don't quite feel comfortable answering a question, then err on the side of caution and do not. Sometimes giving a misinformed answer can do more harm than good.  

Be Kind

As described in "Always Remember the TLC", remember to always give the maximum amount of "Tender Loving Care" possible. This means to always be as polite as possible. 

 

Social media can bring the best and the worst out in people and sometimes it's easy to forget that there is a real person behind every post. The impersonal nature of online interaction can lead to unintended interpretations of a message.  

If a person appears rude or frustrated in his/her message, just remember to take a deep breath, and not take it personally. More than likely the user does not intend to come across this way. Give everyone the benefit of the doubt and respond with kindness. 

 

Again, every interaction builds your online reputation on the Tealium Learning Community, so do your best to keep it positive. If you stay polite, your reputation as a great participant who is filled with knowledgable answers will grow and folks on the Tealium Learning Community will look forward to your replies.  

Be Patient

You’re the expert and not many users have the same depth of knowledge as you. Try to remember that even though the answer may be obvious to you, it may not be obvious to others. It’s even possible that your intermediate steps may not be obvious—you may need to break these down as well.

 

Try to be patient and empathetic to those experiencing high levels of frustration. 

Understand the Question

Make sure you understand what is being asked before you reply. Read the question carefully and give it some thought. Explicitly state any assumptions you make. If you don't understand a question, it's OK to ask for clarification. It’s important to avoid assumptions about the user's level of understanding. Communication is a two-way street and may require multiple posts to fully understand the nature of a question.

Duplicate Questions

If you know that the question has already been answered in another thread, direct the original poster to that thread. Many experts bookmark answers and keep catalogs of answers so they can quickly reference content when posting. 

 

Once you’ve reached Tealium Expert status – feel free to share your own Tips ‘n Tricks in the Secret Sanctuary.