How to Reach Out to Website Owners About Technical Problems

How to Reach Out to Website Owners About Problems

It is not uncommon for site owners to receive emails from website visitors who include assumptions about a website’s features or technical issues. Unfortunately, some beliefs are unnecessarily accusatory, while others are based on little to no evidence to support their premises.

Many Assumptions are Inaccurate, But…

Perhaps it’s me, but I do my best to avoid assuming things about topics I know nothing about. For example, I don’t presume to know how my car works just because I drive one. I am not a mechanic.

When I go to the Doctor with an ailment, I do not assume what my treatment is. Instead, I let the person educated in the field, my Doctor, ask the appropriate questions. Then, take the necessary steps to determine the diagnosis.

Even then, I don’t tell them what to prescribe. I am not a Doctor. That doesn’t mean I can’t ask questions — respectfully.

However, when it comes to technology, there is no end to the number of people who email websites, believing they know what they are talking about. Enough to tell the website owner what to do about something, to fix this or that, or to scold them about improper practices.

Often, their assumptions are not based on experience or a thorough understanding of how technology works. Sigh.

The Right Way to Reach Out

Can’t log in?
Is something not working as you think it should?
Did you read the website’s FAQ and documentation before sending a nastygram?

If I have a concern or think something is “wrong,” I email my questions or concerns in a genuinely courteous and curious manner. But first, only after checking their FAQ or help area to see if there are any known issues or a solution I can try.

Even being online and coding websites longer than most, I rarely assume I know what the issue is and state that in my email, without an accusatory tone or a “look how much I know, and you don’t” attitude. Humble inquiries will always rule the day.

My primary goal is to help the site owner by informing them of any issues so they can identify and resolve them. However, I leave the door open to the possibility that I may even learn something I am unaware of. Yes, I show humility even after 30 years of technology consulting.

Before emailing website owners on technical issues about what you perceive to be “wrong,” “broken,” or “not working,” did you…

Check your settings.
Clear your cache.
Deactivate browser extensions.
Reboot your computer.
Double-check your firewall settings.
Review your spyware settings.
Check your spam filtering settings.
Try again with an incognito window.
Look in your email spam/trash folder for emails you claim you didn’t receive.

Help Them Help You

Here are a few things to check that may help rule out potential causes on your end of what you’re experiencing. Whether that’s access, functionality, or email receipt issues, you can also let the site owner know that you have double-checked them to rule them out.

Next, provide all the information they may need:

What were you trying to accomplish?
Include the steps you took up to the point where the issue appeared.
Next, provide the URL of the specific page.
Did you receive any error messages? Provide those word-for-word—that will tell the site owner where to start troubleshooting.
Provide a screenshot—that helps a lot.

And just as necessary, unless you have solid experience, check your perceptions at the door. What are you basing your accusation on? If not based on solid experience and knowledge, your approach should be even more humble and curious.

Being Realistic About Skills and Knowledge

When it comes to technology, there seems to be a perceived level of knowledge that exceeds many users’ experience across various topics. I see it all the time. A little experience adds to a significant amount of finger-pointing via email.

We have all experienced the increased boldness that comes when one doesn’t have to look the person they are sending comments to in the eye—comfortably hiding behind their screen. Accusations that prove untrue when faced with factual information.

Ultimately, it cannot be very comfortable for these individuals, but that does not justify being demanding or rude. Fortunately for them, if they contact me, I respond courteously, factually, and informatively—using my experience to offer a teachable moment.

I kindly helped them learn how their assumption revealed how much they didn’t know, and now they have a better understanding. Many are grateful; others are never to be heard from again.

Patience IS a Virtue

Unfortunately, not all site owners have the patience to spare. If you think about it, why should they have to? Most choose not to respond to accusatory or demanding emails. That is, unless there is a real issue to be addressed. In that case, the faster the response, the better.

It is up to each website owner to determine the proper approach for their site. With that said, it’s always best to err on the side of courtesy and transparency for both sides.

Those who appreciate my approach send me an email to thank me for enlightening them. The others, well, they are probably off sending corrective emails to other website owners. (Some folks have way too much time on their hands…)