I fully concur with the feelings of all the Volunteers helping idiots like myself.
Very well put by Rudge I feel:
It's frustrating when things don't work. Especially when things normally work so well.
People get spoiled, then they get mad because something doesn't work, they get lost and maybe mess up some other stuff, then they get desperate and then they post.
They don't bother with telling us what they did or what their problem is, they just post their rant about how something don't work and how they think it should.
Spiralling out of control emotionally, into panic. The number 1.) way to find yourself with an unbootable system, where you may be beyond help.
A Golden No.1) Rule: "Don't Panic" obviously should be encouraged.
I hope people don't mind some examples of a few ideas I were taught and used to help clean Windows Malware, when appropriately asked on volunteer Forums. Don't wanna dwell on the Malware aspect, rather the methodology of giving help to someone in a panic.
Actually these example sites have changed a little just in the last six months. They're a Network of people going back well over Ten years, spanning maybe 15 or more Forums. They attract DDOS attacks constantly.
Anyway it is clearly stated how to behave, on entering the Forums, and asking for help.
I do this just to show the strict, step by step manner HELP was offered.
We were all given "Canned Speeches". i.e. a copy and paste statement Welcoming, explaining the cooperation would have to be 100%. Read Forum Rules, be Polite, Reply in no less than three days.
Complications were minimised by having diagnostic programmes which generate a Log, which we were trained to spot the Malware, maybe a mispelt filename, often times requiring a lot of analysis. Took nine months training till I was allowed to handle 'Victims' (horrible term I feel) but true.
When the problem was found initially I would use "Canned Speeches", with point by point instructions, requiring a courteous reply and sometimes complex action from the victim. Very robotic, so no emotion could become a factor, plus everything spelt out for a person who may never have used a Computer, to lessen error, and stress.
I may be well out of place posting this, I'm not sure. Please excuse me if I am. It is just meant as an example, in the worst help situation, an Infection, which of course doesn't happen on Linux Systems.
Some of the Introductory steps may help the peole here, although the appropriate 'stickys' seem to be in place on the PCLinuxOS Forum to guide help seekers'.http://www.bleepingcomputer.com/welcome.html
(please ignore the Adds, a new thing !
Maybe of some interest to the great volunteers here who have to devise methods of helping people with problems.