Is the Helpline Best for Instant Answers or Research?

I personally have been frustrated at times with the search option. I agree that people should be "allowed" to post any question- If you are tired of answering the same question, ignore the post. The boards are open for any appropriate questions and some of the responses have seemed rude to me. It is intimidating to get started with this process (as I recently have) and when I saw those "short tempered" posts, it made me change my mind about asking my question. (even though I had already done a search) Some people maybe need to take a break from the process.

If someone is cranky they should not respond to a post. Perhaps they should wait until they are in a better mood.

Personally, I am not offended my repetitive posts.

One problem is we see an increasing number of people who want others to do their research for them. Posts along the lines of "what should I see in Rome" are best answered by doing the research on your destinations first...then asking questions to fine-tune your planning. This board is not a replacement for detailed trip planning. We also see repeated questions like "where's a good place to eat in Paris?" Doing a quick search on topics like that will bring up far more suggestions already made, than the half dozen or so that may be given in response to a new question. And we're also seeing an increase in the number of people providing responses that are the same as answers already given to the same question. I figure that if someone's already answered a question as I would have, why bother cluttering up the board with my redundant material?

I'm figuring alot of people visiting this site are unseasoned travelers. Real time answers are what they need. Remember your excitement planning your first trip? So, I also only answer the "shorts, shoes questions" if no one else is responding. On the other hand a gentleman posted a "emergency fixes and what could you add to this list" kind of posting which I though quite useful. There was a line in some movie and the guy says "It all depends on where you're standing as to how stupid you are" (they were in a cow pasture - how may city folk know how to milk a cow or how many dairy farmers know how to navigate the NY metro was the point. Same with this web-site.

BG - thanks for bringing this up as it has bothered me for awhile. So I just have to jump in here and hopefully won't get my head bit off. I live in a small town in Eastern Washington, if you don't believe me ask Tim from Minot, who said in a previous post that he lived here once. Because I live "in town", I have DSL internet but a lot of my friends who live out of town(maybe 3 or 4 miles out), still have to use dial up or one of the satellite versions. For people using one of the slower methods, using the search really isn't an option despite what some people have said. Just because you have internet access and have found this site, doesn't mean using the internet is an easy thing to do. I remember in the dial up days, that I would sign in, make a pot of coffee and hopefully by the time I had my first cup, I might be on. My friends usually come to my house when they are planning trips because it is so much faster. Also, does "new travelers hotline" mean that it is "new" to the Rick Steves site or does it mean "new traveler" in that people asking these questions are new to traveling or new to internet. I have used this site for years before when it was just the Graffiti Wall. If you are tired of the questions, then don't answer. I always feel sorry for people who get told off for asking a question that has already been asked. It is hard to know what their internet access or skills are. Sorry if I have offended anyone, I have found invaluable information here but even though I feel that I know a lot about traveling, I am still hesitant to ask a question.

Norm said something that IMO needed to be said, just to get it out on the table: "One problem is we see an increasing number of people who want others to do their research for them." If some repliers want to do the extra research, great; but many of us just help out where we can. Sometimes I do a search to find a link to a prior discussion and imbed the link, but not everyone has the time to do that.

Leslie....First, it's the "new" way of displaying Rick's travel helpline....the old "graffiti wall" with a new look ;). Next, personally, I don't mind people asking questions. But, IMHO, the vast majority of questions asked can be answered, and anwsered better and more completely, by purchasing one or more of Rick's books....or any other travel guide, for that matter. Frankly, I like Kent's move to post links to recent previous discussions on the same topics. It provides a one-click answer (even for those on dial-up ;)) without the questioner having to wait for responses, or even do the dreaded "search." To me, that's a benefit for the people posting a question....not a negative. If the link doesn't provide a complete enough response for them, then they're free to post again....but there's certainly no reason for them to feel offended. We give freely of our time here, and if it's faster to post a link to previous discussions which already contain a lot of material, then questioners should take advantage of it. "Instant" answers don't necessarily mean "better" answers. I might also add that if you're afraid your question will get a "cranky" response, there's nothing stopping you from asking a question in a "personal message" to someone you might feel would be less "cranky" ;)

Norm

I agree with you completely on Kent's links(they are wonderful) and buying Rick's books. I have been following his advice for years. What I was referring to was when people say "that's already been answered - do a search". I just wanted to point out that even though people can use the internet, it is not always as accessible as some of us think it is. Didn't mean to offend any one, especially you and Kent(and others), who I always count of for good advice.

Leslie...no offense taken!

Regarding the "new" I was just pointing out that for people who have recently discovered this website, there are two ways to interpret it. I know using this website that it is a "new" graffiti wall but to someone just finding it, it might be interpreted as meaning someone who is new to travel. That might explain some of the questions being asked.

Leslie, I think it pretty clearly indicates that the Travelers Helpline is "new" (since it's in a different font and has punctuation between the phrases), not that it's for new travelers. As for searching, I believe what Norm was referring to was the search on THIS site, not a general internet search. All this search does is show you, with one click, other parts of this site that might have the information you are looking for.

Norm and Kent, I completely agree with your frustration at being asked to completely plan someone's trip. My biggest problem is with people who do not seem to have used any resources at all before asking their questions here. I remember asking someone (or maybe several someones), "if you don't know what you want to see, why do you want to go?". I think a person's own preferences should guide the direction of their trip, but it seems that some people just want to "go to Europe" and not have any real idea of what they want to do. It is really helpful to know what a person's interests are so that suggestions could be more specific. It's hard to answer a question like "is it 'worth it' to see Giverny" or something because we don't know if YOU would think it's worth it.

I love answering questions and helping people have a good experience, but it would be nice if they did at least some of the research, too.

Welcome to the New Travelers' Helpline!

Sorry this is what I see when I open the hotline (copy and pasted). No punctuation or difference in font, maybe it's my computer. I think this was what I was trying to get across.

Ah, I see. I was referring to a page back, on the Graffiti Wall page where it says "NEW! Travelers Helpline"

Really, all I was trying to say is that not everyone has the same type of internet access as those of us with cable, DSL, T1,etc. Or not everyone has the same knowledge. I consider myself quite knowledgeable on the internet but because I teach computers, I see how new some people still are to the concepts. I was trying to point out that for some people, it isn't that they aren't trying, they actually have no idea how to do some things that we assume everyone understands. I agree that everyone needs to do some research - always considered that part of the fun of traveling but some people just don't know how to get started. That's why I was saying that some people might read it as "new traveler". If you look at other sites like tripadvisor and fodors, you will see the same issues. Some people are really looking for advice and some people just don't want to do their homework. Didn't mean to add to the problem.

Can a moderator answer this question?
We need an answer from a staff member!

As someone who has been accused of being short and rude, I will jump into this because I have been responding less with shorter answers because of the nature of some of the questions. First,there has to be a courtesy on BOTH the questioner and the responder. The question should be concise, precise, and answerable in 500 words or less. This isn't the place to get your term paper done. If you cannot do that, then do some research on your own till you can. It is only fair, don't waste poster's time. Kitty from Texas ask, "Plan My European Trip - Please." And she was dead serious. When someone posted a thought response and suggested dropping a couple of cities, her response was, "Cannot do that, we have to meet people in those cities." That response was waste and the time because she didn't have the courtesy to provide complete info up front. Or Tami in Boulder who posted I am spending a week in London and want "to see a lot of major stuff, where do I start?" That is a question someone can answer? Go to the library !!

Second, the respondent has an obligation to be concise and accurate. Posters often confuse experience with accurate info == expect their experience to be everyone's experience. A recent poster to the perpetual ATM question boldly stated, "You will be charged a $2.50 service fee to use an ATM." Because she had been charged that fee. There is a certain amount of info on this site that is wrong or not correct in all situations. But if you correct them publicly, you might be accused of being rude. And some of the off-line remarks can be quite crude. So now I am inclined to let it ride.

For this site to work well, you need good short question and equal good short answers. And nothing wrong with expecting a little homework to be completed before asking the question. And you should expect the responders to do the same thing. And don't trust all the answers.

I have just started posting on here and so all of the questions and answers are new to me. I am not doing the asking, I only post answers. Because I live in Germany, it seemed to me that folks might want to hear an answer from someone who lives here. They hopefully will find it more accurate. I have seen that with a few other posters who live in Europe. If we answer questions about clothing, exchanging money, the weather, etc. you can bet your last dollar that it is going to be correct and not advice from someone who just went to Europe for the first time, spent 2 weeks here and now is an expert. If I don't know an answer than I don't post. Some people just want to hear the opinions of someone else. There is nothing wrong with that. This is a helpline, nothing more. Let people ask their questions.

It seems to me that some people are excited about going to Europe and are really glad to find a website of people who love travel and love Europe. They want to be a part of a group like that and so they post a question that hasn't been researched at all just to "fit in". I, for one, don't see anything wrong with that. If a topic bothers me, I ignore it.

4 1/2 years?

I just paid off a car that's five years old. Is it still new? LOL

I know we see the same topics over and over. Some ask for opinions from people who have been there, which is fine. You really can't research opinions outside of asking on a site like this.

Others ask a question where information is readily available elsewhere without first doing some research. I'll only rarely jump into those topics, usually only if it's falling off the first page of the category without a responce.

The biggest risk is that regular contributors get bored with the topics and stop checking in. I find myself looking at a topic, noticing it has five answers and not responding because I don't see anything that needs to be added.

Another benefit of getting responses to the same questions....Rick's books are as up-to-date as possible in the publishing and travel world but in spite of the antiquities throughout the world, prices, hours, closed dates, or closed-due-to-renovation info changes frequently; so recent experience can be valuable...that is a great benefit for many of us. Another benefit can be a comment for something we haven't thought of, something that we're unaware of that can make a trip less of a challenge or more interesting (for example, Pat's info about the Xian Warriors in Paris--Thanks, Pat!)
Maybe it's time for the "New" in "New Helpline" to be removed....Maybe it should be renamed to include "Questions" in it.
I thoroughly enjoy the Helpline and consider you all part of my travel friends (in spite of the fact that some of us can be annoying)!

I'm impressed by all of the thoughtful, helpful replies posted above. Thanks to you all -- I'm sure this will improve the quality of the Helpline questions and answers -- and hopefully help us all be more patient and courteous.

One thing I've noticed is that certain people on the Helpline have adopted particular roles. Ron, Andreas, Jona, Claire, and now Jo (I feel like I am forgetting someone...) are our local resident experts 'on the ground'. Kent, Frank, and others are more 'rounded' experts, Larry and Tim are our train pros, and so on.

I consider myself an "intermediate" poster. I try to offer helpful answers about things I either know about firsthand (such as Rome) or things I have picked up from reading others' advice on the Helpline (such as CT is far from Venice). But there are lots of things I don't know, and I try to do searches but the information does not always come up, or if it does, it doesn't 'exactly' answer my question.

Case in point: I was trying to decide the best order in which to visit the Colosseum, Forum, Palentine Hill, and Trajan's Forum. I've been to the first 2, but since then they have re-routed the entrances and charge a fee for the Forum. I did a search but didn't really find advice other than 'buy your ticket at Palentine Hill' which doesn't apply as I will have a Roma Pass in hand already.

Finally I gave up and PM'd Ron who graciously sent me a wonderful reply that helps me now visualize the best route.

I don't mind answering repeated questions--if I don't want to answer it again, I don't. Vague questions are difficult to answer, but I do my best or, again, ignore it.

One last comment re advising people to search. I do make this suggestion a number of times when I respond, but primarily because I know I've seen the answer on the Helpline (i.e., where should I pick my rental car up in Rome?) but I can't exactly recall the answer/details.

I, like some others who have visited this web site since its beginning, and who go to Europe every year, as I do, seem to have less participation recently. Do I think this is because they have moved on to other things, or is it because they (and I) do get tired of reading the same questions over and over again. It is easy to say "if a questions bothers you, ignore it". Those same questions over and over again are undoubtedly contributing to some long time users' lessening participation, thus the loss of their expertise. When someone asks "what will the weather be like in
Italy (or France, or Ireland) in October?" I can only surmise that they have not done a basic investigation of the RS web site where "Weather in Europe" is available after clicking on any of RS tours, then details, then weather. Or, "what are the best shoes to wear in Europe" - Graffiti Wall - shoes, Or, "ATM's?" - Graffiti Wall again. To these questions, I, and others, are posting links to get that person to the information without giving them our 2 bits worth. I do not feel this is rude, but educational. Sorry about the "term paper" length of this reply.

To some extend the problem of repeated questions that are showing up again and again is common to many online forum discussions. In a parenting forum it might be the repeated question about the best diaper instead of the one about the best shoe here. It just comes with the territory. I get used to it, sometimes it gets on my nerves, sometimes less so.

What bothers me more is when the question is so vague that you really can't say much more than what has been said so many times before because the person asking ignores to give some important details on personal preferences. Case in point was a recent question on train connections from Frankfurt to Cologne. One so vague is easy to be addressed by a search or weblink and doesn't need any "personal expertise" from our community here. But with a bit of extra info we are able to answer the question beyond what a train website or the search function would give you.

I'm never offended by multiple postings of the same question. I just choose what questions I will answer based on how they might be worded.

I gladly answered a question the other day where the poster was a young adult, never traveled in Europe and was overwhelmed about how to even start planning a trip for next spring. But when the 'question' comes off more like a demand "Plan my trip to Europe!", "Review My Itinerary!" or the poster says something vague like "I want to go to England, what are the 'must-sees'?", I tend to ignore those as I feel they are asked by people who are just too lazy to crack open a guide book, consult an online train schedule, or are cheap and want to avoid the cost of having a travel agent plan the trip for them. I don't chide these people for their questions, I just ignore their post.

Jo...I don't doubt that the locals we have on the board provide valuable information, and all contributions are more than welcome. But we'll check in a year and see how you feel after eight gazillion request for info on the weather in Frankfurt in July! ;)

Like so many others - I go to the questions that interest me. If I am able to share my experience and knowledge to a fellow traveler...well, then that makes for a good day. Good day to all and please be patient when browsing the postings and share your information - it is valuable and much appreciated.

Thanks BG for this post--it's generated a great discussion and raises points that I've been thinking as well. I've found that I'm logging on to this site less often lately because it seems that many (but not all) of the questions are posted without prior research. I wonder if it's a generational thing where younger travelers are more oriented towards "I want information now" versus older travelers who might be more inclined to do some initial research--especially reading guidebooks and viewing videos--so that their questions are more focused.

Right Sharon, I am a computer person and have been going online for information and blogging for a long time, but I got into European travel through Rick's tours, books and TV shows, and this is how I approach any new trip I take -- I read several guidebooks, search the internet for info, etc. I don't start by going here and asking the most basic questions. But some people do, and there are those who will give them an immediate response. Sometimes it can get a bit tedious though.

Not that I want to beat this thing to death but I find that if a topic has sufficient answers I just skip it; If the question is too vague I skip it; If the questions cannot be answered by me in a reasonable manner I skip it.

I answer only if I feel that my comments will add value. Those that live in Europe and answer questions truly add great value - the rest of us who merely visit have more limited views and experiences. Whether someone has 1 post or a 1,000 is not relevant only if their answer is on point is value added.

I enjoy reading the answers from everyone (whether local or here in the states) becuase I see value in their comments. Those that have taken the time to post hundreds or thousands of posts are doing a great service - becuase their answers help many people not just the person posting the question. So for all that make those post, Thank You! Please try to not lose patience and perhaps just ignore a question if you are tired of answering it again and again and...

The weather question is always fun, simply because it is so darn unpredictable here that I really don't know what to tell people. I do enjoy the question, what will the weather be like in Germany at such and such time. This is a large country so that is hard to answer. Plus, the weather here is just plain goofy lots of times! The main thing is that someone asking that doesn't bother me. One of the other posters had a good point about not everyone having access to computers all the time. I sometimes take it for granted that everyone not only has DSL but also has the skills to find info online. My mom has a couple of favorites on her computer where she looks at stuff cause her grandson set it up for her, but she would not have a clue how to search for info on visiting the Vatican. As far as guidebooks, if the person writing the book hasn't found a certain gem of a place, than they cant write about it either. That is where this helpline really comes into play and becomes valuable for the traveler.

A year ago i posted my first question: "Is the night train the best way to get from Krakow to Budapest?"..Tim of Minot answered "Yes"...Maybe i should have gone back to ask "why", but just booked the train instead because his advice sounded perfect.
I try not to offer advice unless i actually think i know what i'm talking about....Recently i've been "fast forwarding" looking for a question that interests me, and that's fine

I remember when I first started reading the Helpline, I ignored the 'Search' function like I usually do on other websites.

I think what makes this website more difficult to navigate is that the regions are so broad. 'To the West' section is a good example of this. People have to trawl through posts about Spain and Portugal when all they really want are posts about Switzerland. This will definitely encourage more people just to post their question for a fast response.

Other forums are more sophisticated and separate posts into specific countries or have a 'sticky' function for more popular questions. This is pretty much a step up from the original bare bones approach of the classic helpline.

The weather questions and 'plan my trip' requests are getting annoying. I hardly look at those any more. The 'carry on' limits are getting up there too.

I love American travelers and it is great to see more out there than ever, but the Rick followers are more on the 'special' side and prefer to have things laid out for them. Traveling is about taking what you like and exploring your own interests

I missed this question the past few days but it is interesting.I also depend on the experts in different areas.I have always driven so when I have train questions I go to the train people.If I have a specific question on Rome I go to Ron,if on northern Italy I go to Claire,if on Germany to Andreas.If they choose they could ignore my question but they never do.I admire people who can put a link on my message.I havnt a clue how to do that but I sure appreciate it.I guess I dont get too excited by repeat questions.No one forces me to open them.Lets just keep doing what we are but maybe with a little nicer approach.