如何投诉
How to Complain (2024)

原始链接: https://outerproduct.net/trivial/2024-03-25_complain.html

## 有效的抱怨:摘要 本文提供关于*如何*建设性地抱怨的建议,尤其是在技术社区中。核心信息是:**关注问题和解决方案,而不是直接攻击现有方法。** 避免使用绝对性的陈述,例如“X不好,Y更好”,因为这会立即疏远那些认同“X”的人(即使他们同意你的总体观点)。相反,通过描述当前方法的*问题*,然后提出一种避免这些问题的替代方案来阐述问题。 使用描述性语言代替可能引起分裂的称谓,并始终提供背景。解释所解决的*问题*,即使对于众所周知的概念,也能为你的论点奠定基础,并避免依赖预先存在的(可能存在冲突的)理解。 最后,确保你的抱怨具有有效的目的,而不仅仅是发泄负面情绪。同理心和清晰、合理的论证比严厉的批评更有说服力。

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原文
How to complain 2024-03-25

A rare divergence from our regularly unscheduled computer junk brings you: computer people junk.

Try to avoid writing things like this

Foo is bad, and bar is better; here is why ...

Or, at least, be very careful about writing such things.

Why? Because inevitably, somebody will respond: ‘wait, I was confused, but I think I’ve figured it out: what you’re calling a “bar” I know as a “frobnicated foo”’.

A frobnicated foo is obviously a type of foo. So writing things like that alienates a core part of your audience: the people who have strong opinions on frobnicated foos and thing they’re great. That is, the people who agree with you. But they will be put off when they read that foos are bad, and it will be difficult to win them back.

Try to write things like this instead

Often, when people try to solve a problem, they employ a particular approach. This approach is prone to problems; here is why an alternate approach does not run into those problems.

Names are difficult, and people frequently disagree on their meanings. Replace pesky names with descriptions.

And absolute statements (‘foo is always better than bar’) are quite strong, and require an equally strong defense. It’s not necessary to explicitly state an absolute, even if you think it holds. ‘It might be better to use bar than foo sometimes’ is easier to defend than ‘bar is better than foo’, and it’s usually more true.

This isn’t redundant

If somebody already knows what a foo is, isn’t it redundant, even patronising, to make them read a description of the problems foo solves and how it solves them? It can be, but it doesn’t have to be. The purpose of a description in this case isn’t just to be a definition-in-place-of-a-name. It’s to frame the problem, in a way that sets up the rest of your argument, and helps people avoid preconceptions they may have about related names. Your argument should be made in reference to your specific framing of the problem, not just in reference to the things that you expect people to know about foos.

Providing context to your argument also means that it can be read and understood by more people, making it more accessible.

Have a good reason for complaining

Simply spewing negativity into the void is not a good enough reason to publish a complaint. There is enough negativity in the world as is. A complaint should have a good reason for existing. In particular, if that reason is to convince people that they should agree with you, then an overly acerbic tone may be unhelpful. And empathy always helps.

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