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3/13/19
Gmail Help Community Posting - Best Practices 0 Recommended Answers 0 Replies 5041 Upvotes
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Hi.

In an effort to make your community experience more useful and productive, here are some suggestions for you.

1) Please remember that phone or email support is not available for free, consumer Gmail accounts. Be wary of anyone claiming to offer phone or email support in the forum and do not post any personally identifiable information on this open community. Of late, we have had a noticeable increase in the number of spammers pretending to represent official Google or Gmail support to assist with your issue who could take advantage of your situation and subsequently use such information to impersonate or inconvenience you. In this forum, only the forum Product Experts, Community Specialists, and Google Employees, all identifiable through their badges, can best help you with your issues in a manner and through a process which is considered secure.

2) Your first source of information is the Gmail Help Center which you can access by clicking on the link.


3) In the Gmail Help Community, peruse through the “Featured posts” which are at the top. They often include information on recent announcements and/or the most common issues called “Trending topics” like “Where are my contacts” or “How to change my name in Gmail”.



4) Use the search bar.


With regards to your Gmail issues, chances are that someone else has already experienced and posted about the issue you are currently experiencing. So it's only wise to search the Help Forum for any existing discussions on a similar issue before creating a post about it. It is fairly common to find answers to your question just by performing a simple search. In particular, look out for threads with “Recommended Answer(s)”.  If there is an active discussion thread about the issue,  join in to add your voice to it. It is much better than to create duplicate threads and divide helping volunteers in the process.

5) When you create your own thread or participate in an ongoing discussion, make a conscious effort to add valuable and relevant information. Simply saying “I tried everything” or “Gmail doesn’t work on my phone” or “this new feature sucks”- doesn’t help much in terms of identifying issues or provide helpful clues. Often screenshots are the best way of sharing details. The more detailed information is furnished, the better it is for the assisting volunteer.

6) To post your own thread, simply click on the blue “Ask now” link you see at the bottom of the Gmail Help Community main page.

7) Do not include information like account name, email address(es), password, phone number. While including error message or screenshots, be sure to redact all visible personal information to ensure your privacy and be sure to correctly select the various categories to help the assisting volunteer. Please also understand that some issues may require more time to get resolved than others. For those situations, it helps to remain patient.

8) Be courteous, nice and friendly. Remember that all volunteers help by devoting times from their free hours and their intent is always to help, even when their answers may not resolve your issue. Resorting to unnecessary name-calling or other abuses could get your post reported for violation of the Google Help Communities Content Policy.

Thank you for making it to the end. Here’s hoping you enjoy being in the Gmail help forum as much as we do. If you are passionate about helping other users, you can check out the Google Product Experts program (Which is Google’s superuser community) details, click on the “Want to become a Product Expert?” link under the featured posts section.

See you around!

With my best wishes,

Somnath
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