The Importance Of Being Nice

Since switching back to Linux Mint 7 XFCE I've made a point of spending time in the #linuxmint support IRC channel on irc.spotchat.org helping out other users where I can. It's a way that I can give something back to the Mint project. This is very common in the FOSS community, where people who use a project give something back in terms of their time, code, artwork, translations, forum replies etc.

Like any other group of individuals, each is different. They are defined by the people in it and their attitudes and actions. Some projects have a more "anything goes" attitude, which in theory keeps itself in check. If someone makes some racist comment and others take issue with it then it does regulate itself. Some projects cater to other experienced tech people and have little time for new people trying to get involved if they don't have a certain level of technical knowledge in that area. Some projects are quite small and have a limited number of people trying to do too much, that they simply don't have time to explain stuff to new people, if they can't pick it up themselves.

Others like Ubuntu and Mint enforce a CoC (Code Of Conduct) where language must be clean and some topics are banned. This can be frustrating at times but I believe it's the correct way to work. Whatever the approach, it's never going to please everyone. In a free-for-all mindset, it's never going to be a family friendly discussion which may rule out some help which otherwise would have came their way. Being censored in the things you say, even if it's you censoring yourself before you speak to fit within the rules is also a turn off for some people.

The key is not the (lack of) rules but the implementation of them in practice. If you let members run riot, it often turns into a political thing, where people don't stand up to others in their community on some issues because they need them for other issues and don't want to risk an upset. Or they know some members are particularly aggressive in their approach that it's better to just turn a blind eye. It becomes a viper pit, where new people are quickly drawn into arguments and their replies are pigeonholing them for the future. This results in opinions being judged by who, rather than what.

Many FOSS projects are made up of volunteers who can easily leave when they want. They are under no obligation to continue helping out. This alone can be a factor in deciding not to stand up to someone who they see as stepping over the line, whatever that line may be, from bullying to sexism, racism to homophobia and everything inbetween. For me, this is an environment that is not doing what it should be doing as well as it should; ie focusing on growing their community base and improving their project. The flip side of this is a system that all but forces you to be nice. Everyone plays to the same rules, if you don't want to be friendly then you're not welcome. I've seen the benefits of this in the Mint support channel first hand. I've been part of this since I've been there to some degree, adding to the friendly impression made by the other helpers. It's really not that difficult either.

• When people come is and say hello, respond to them. This makes people feel they didn't just walk into an empty channel where they'll be ignored unless their name is known.
• If they are new to Linux, Mint or the channel, welcome them.
• When they ask a question try to be patient and answer in a way that they understand.
• Don't belittle them for asking questions. Let them know that everyone has to start somewhere and asking questions is always welcome.
• Don't try to force their views on which applications or distros are better than others. Respect the fact that FOSS and Linux is as varied as the users needs, and that a solution for one may not fit another.
• Try to think "ease of use" when recommending applications.
• If your project is not suited to them, tell them so. Don't try and keep them if it's not for them, you'll only harm their impressions of FOSS in general. This is akin to the salesperson selling an expensive laptop when they know the customer only needs an entry level one.
• Don't play into the FUD that MS and others like to spread by bashing MS and Apple for the sake of it. By all means critic them and explain why FOSS is better, but on truth and merit, and most importantly in context ie if they don't ask, you don't start.
• Encourage them to learn at their own pace, and congratulate them on successes. Do you remember the buzz you got when you first managed to dual boot? These are milestones for users.
• English is not everyone's first language. In many cases it's barely even their only language in terms of typing. The point is communication, not correct use of language.
• If you don't know the answer, tell them you don't know. Don't invent a solution and assure them it'll work.
• Try to work with them in interpreting instructions they're trying to figure out if you can.
• Don't use in-jokes. Suggesting an Emacs OS is funny to those who know what Emacs is, but to someone who is new can't tell the difference between an in-joke and genuine advice.
• Try not to get into arguments, people are different. Some come to learn, while others come to fight. Don't indulge the latter.
• Try not to leave someone ignored if you can. If you have no knowledge of their problem, try to quickly search on Ask.com (or Google if you must) and give them a couple of places who may be able to help them.
• Set up a real time language translation system like Mibbit, so people are not isolated by the currently logged on helpers all speaking English and the new user not. Give the helpers a way to switch language and help them.
• Accept that sometimes misunderstandings can happen, and try to be a peace keeper rather than am inflamer.

There are plenty other common sense examples of how to be nice. The value you get in return is that it's a nicer environment to be in, without sniping, back stabbing etc. You also see people who are new come in, and because of the reception and help they receive decide they want to be part of this Linux thing, or the Mint project. They feel they've come to a place who welcome them and want them. Regardless of the approach, people's opinions of it are often determined by the time frame they experience it.

Anyone can be snappy, anyone can be in a bad mood, anyone can be tired or grumpy or extra sensitive. We're all humans. Sometimes being chastised for minor unintentional infringements of the rules can be annoying but it at least shows that the rules are being enforced which is a good thing. You at least know it's not personal, and the chastisement was triggered by something you said. It's a minor negative aspect of an overall better approach. I am currently working on another project which will have a CoC very similar to this. I have not read the Ubuntu Community Manager Jono Bacon's "The Art Of Community" yet but I suspect it will cover all of this and much more. I'd suggest it as further reading on the subject.