[TillE]

The problem with stuff like this (or ESR's How To Ask Questions The Smart Way) is that they only really get through to the people who care enough to want to improve themselves and their interactions, which is probably like 1%.

Maybe it's easier if they're employees. But my overwhelming experience out there in the wild is that people ask terrible questions which can't be answered, because they put zero effort into anything.

[luckylion]

FWIW we've had a lot of success when we created a wizard-style system for normal users. It's mostly web-apps, so we'll ask for the URL, we'll ask them to paste a screenshot and encourage them to draw on it, we'll ask them to ELI5 what they did/did not expect to see etc, and on submit we'll automatically collect some additional information e.g. on a public website we'll get an HAR of the page + resources at the time of the report.

Just forcing a URL, screenshot + expectation has improved reports drastically. Before, we'd get a partial screenshot that shows some random widget where nobody knows the URL it's from, or what it should be looking like, or whether it's actually something that looks wrong, or just something that's worded incorrectly, or that there should be a link on some term in a text.

[thundergolfer]

I somewhat agree, but where I worked people were motivated to improve themselves, and you can't build an effective organization assuming your new hires don't care; you at least have to try.

(ie. I can't go to my manager only ever with complaints and no action)