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GeneralRe: A message for every programmer in the world. Bar none. Pin
Russell_Smith23-Nov-15 1:03
Russell_Smith23-Nov-15 1:03 
GeneralRe: A message for every programmer in the world. Bar none. Pin
Private Dobbs23-Nov-15 1:44
Private Dobbs23-Nov-15 1:44 
GeneralRe: A message for every programmer in the world. Bar none. Pin
Kirk 1038982123-Nov-15 2:24
Kirk 1038982123-Nov-15 2:24 
GeneralRe: A message for every programmer in the world. Bar none. Pin
patbob23-Nov-15 6:19
patbob23-Nov-15 6:19 
GeneralRe: A message for every programmer in the world. Bar none. Pin
Kirk 1038982123-Nov-15 7:33
Kirk 1038982123-Nov-15 7:33 
GeneralRe: A message for every programmer in the world. Bar none. Pin
patbob23-Nov-15 8:26
patbob23-Nov-15 8:26 
GeneralRe: A message for every programmer in the world. Bar none. Pin
dbrenth23-Nov-15 2:46
dbrenth23-Nov-15 2:46 
GeneralRe: A message for every programmer in the world. Bar none. Pin
Kirk 1038982123-Nov-15 10:02
Kirk 1038982123-Nov-15 10:02 
Brent,
How far did you go to retrain them?
At an old company, we had Free 800 Support, but it was supposed to be after using the help system.
Nobody would check the help system because we were there, on the ready. I retrained the help staff to forcibly walk the users through finding all known solutions in the help system. Then we would have the users read back the short version of the answer "This situation can be fixed in 4 steps...".

It worked, within 6 months, our call volume dropped to manageable levels.

In this case, I would reply with things like:
If you searched for X+Y+Z, these results would have helped you
If you searched for A+B+C, these results would have helped you

So, I think any of those above answers will solve your problem. If not, ask again with more details.

==
The concept is training them to think for themselves.
Also, if they realize you are going to answer the questions that way, they WILL search first! (Eventually)

And thanks for helping others out!

GeneralRe: A message for every programmer in the world. Bar none. Pin
fredrick7223-Nov-15 3:05
fredrick7223-Nov-15 3:05 
GeneralRe: A message for every programmer in the world. Bar none. Pin
ClockMeister23-Nov-15 3:10
professionalClockMeister23-Nov-15 3:10 
GeneralRe: A message for every programmer in the world. Bar none. Pin
Member 1193836723-Nov-15 5:10
Member 1193836723-Nov-15 5:10 
GeneralRe: A message for every programmer in the world. Bar none. Pin
Member 1180367323-Nov-15 5:56
Member 1180367323-Nov-15 5:56 
GeneralRe: A message for every programmer in the world. Bar none. Pin
fglenn23-Nov-15 6:48
fglenn23-Nov-15 6:48 
GeneralRe: A message for every programmer in the world. Bar none. Pin
Gerry Schmitz23-Nov-15 8:15
mveGerry Schmitz23-Nov-15 8:15 
GeneralRe: A message for every programmer in the world. Bar none. Pin
Member 1181677623-Nov-15 9:06
Member 1181677623-Nov-15 9:06 
GeneralRe: A message for every programmer in the world. Bar none. Pin
Thornik23-Nov-15 10:58
Thornik23-Nov-15 10:58 
GeneralRe: A message for every programmer in the world. Bar none. Pin
Charles Wolfe23-Nov-15 15:13
Charles Wolfe23-Nov-15 15:13 
QuestionAdding Google Analytics to a Code Project article Pin
marcus obrien19-Nov-15 23:07
marcus obrien19-Nov-15 23:07 
AnswerRe: Adding Google Analytics to a Code Project article Pin
Pete O'Hanlon20-Nov-15 1:25
mvePete O'Hanlon20-Nov-15 1:25 
AnswerRe: Adding Google Analytics to a Code Project article Pin
Chris Maunder20-Nov-15 5:12
cofounderChris Maunder20-Nov-15 5:12 
Questiontechnical blog article Pin
xszaboj17-Nov-15 23:36
xszaboj17-Nov-15 23:36 
AnswerRe: technical blog article Pin
Nelek18-Nov-15 1:59
protectorNelek18-Nov-15 1:59 
Questionyet another "tip/trick or article" question Pin
BillWoodruff17-Nov-15 18:34
professionalBillWoodruff17-Nov-15 18:34 
AnswerRe: yet another "tip/trick or article" question Pin
Richard MacCutchan17-Nov-15 22:06
mveRichard MacCutchan17-Nov-15 22:06 
GeneralRe: yet another "tip/trick or article" question Pin
BillWoodruff18-Nov-15 4:52
professionalBillWoodruff18-Nov-15 4:52 

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