Google Answers: Researcher Training Manual

Google Answers: Researcher Training Manual

GOOGLE ANSWERS RESEARCHER TRAINING MANUAL

I. Administrative Details
II. Researcher Tutorial & Help
III. Style Guide
IV. Do's & Don'ts
V. Sample Questions & Answers

I. ADMINISTRATIVE DETAILS

Update your profile: Keep your profile information up-to-date, especially your "My Researcher Information" under the "My Profile" tab in your Google Answers account. The information listed here relates to the mailing address where your payments are to be sent. Researchers will receive email requesting their social security number when their balance reaches $600 in order to comply with U.S. tax laws. This email will explain how you can enter this information securely at the appropriate time. Please be extra careful to regularly update your personal information on file with us. Without your current information, we will not be able to deliver your payment to you. It is your responsibility to keep your address current in our records.
Stay current: Regularly read the Researcher Terms and Conditions and Researcher Guidelines in the Researcher Center to stay current on changes. Also read through the Google Answers site on a regular basis to stay up-to-date on the latest policies and procedures. Finally, please also read the biweekly newsletters that get emailed to you.
Payment: Currently, you will be paid monthly if you have earned more than $50 USD by the end of each month. If you have not earned more than $50 USD by the end of the month, but have earned more than $25 USD in a given quarter, you will be sent a check for that amount at the end of the quarter. Your check will be mailed to the address in our records and will be sent by first class mail. Please allow 3-4 weeks in the US and 6-8 weeks outside the US for the payment to reach you. Please note that you are paid 50% of the question price for answers that are refunded or reposted to the customer, and your invoice and paycheck will reflect these adjustments.
Contact Us: Contact us by email at answers-editors@google.com with any questions.

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II. RESEARCHER TUTORIAL & HELP

Q: How do I get started?
A: To start answering questions:

Log into your Google Answers account and click on the "My Account" link at the top of the screen.

From the "My Account" page, click on the "Researcher Center" tab, select "Questions Needing An Answer" from the pull-down menu, and click "Go".

Choose a question that you may want to answer from the list by clicking on it in "Subject of Question" column. This provides you with the full text of the question.

If you want to answer this question, click on the "Answer Question" button to open the answer field and to lock the question. Once the question is locked, you will have four hours to post an answer for questions less than $100 and eight hours for questions $100 or more. During this time, only you will be able to post an answer for the question you have locked. Now begin answering the question. We recommend creating your answer in a separate document (e.g. in Microsoft Word or Notepad) in case your Internet connection goes down.

When you are done with your answer, click the "Post Answer" button to submit your answer.

Q: How do I clarify a question?
A: To clarify a question, first log in. Select the question you wish to clarify. Click on the "Request Question Clarification" button at the top of the question header, and enter your text in the box provided.
Q: How do I sort questions?
A: To sort questions by price or expiration date, click on the "Price" or "Expires in" column headers in the question table.

Q: How do I lock a question?
A: To lock a question, select an unanswered question, and click on the "Answer Question" button. Questions priced under $100 are locked for 4 hours. Questions priced $100 or above can be locked for up to 8 hours. To remove the lock, click the "Cancel" button. If you decide not to answer the question, you should cancel the lock before trying to lock another question. Remember, your lock on a question will automatically expire after four hours, if it is priced less than $100. If the question is $100 or more your lock will last for eight hours.

Q: What happens when I lock a question?
A: By locking a question, you exclude other Researchers from answering it and other users from commenting on it while you work on it. However, the asker of the question can post clarifications to the question, so please occasionally refresh your browser window when working on an answer to see if the asker has posted additional material for you. When you lock a question, you agree to abide by the current Researcher Guidelines. It is your responsibility to stay up to date on the most current Researcher Guidelines and other Researcher materials, which are always available in the Researcher Center.

Q: Can I lock more than one question at a time?
A: The Google Answers system currently allows you to lock two questions at any given time. However, we strongly encourage Researchers to lock and work on only one question at a time out of fairness to other Researchers who also wish to work on questions. There may be special circumstances that justify locking more than one question at a time. For example, if a Researcher is waiting on a return phone call about one question and wishes to work on another one in the meantime, this would be an acceptable reason for locking two questions. However, we do consider regular locking of more than one question at a time without a legitimate reason to be unfair and a potential abuse of the system, and it may result in a loss of Researcher privileges.

Q: How do I find questions that need answers?
A: Log in, click on the "My Account" link at the top of the page, then click on the "Researcher Center" tab. Select "Questions Needing An Answer" from the pull-down menu, and click "Go".

Q: Can I sort by questions that I have requested a clarification for?
A: Currently, this feature does not exist. You can retrieve the questions you have answered or the questions that still need an answer.

Q: How do I know when my request for clarification has been answered?
A: Researchers will receive email notification when their request for clarification has been answered. You will only receive these notifications if you have set your preferences to receive email.

Q: Can I revise my answer after I post it?
A: You cannot edit an answer after you post it, but you can add a clarification to it. To add a clarification, go to the "Researcher Center", select "All Answers I Have Worked On" from the pull-down menu, and click "Go". Click on the question you want to clarify and then click the "Clarify Answer" button. Enter your text, and then click on "Post Clarification".

Q: How will I know when someone rates my answer?
A: In the Researcher Center, select "All Answers I Have Worked On" from the pull-down Menu and then click "Go". You will see your ratings in the "Status" column of the question table. Currently, there is no way to view only those answers that have been rated.

Q: How will I know when someone comments on my answer?
A: Currently, you have to check your questions regularly to see if there are any new comments.

Q: How will I know when someone asks me to clarify my answer?
A: In the Researcher Center, select "All Answers I Have Worked On" from the pull-down menu, and click "Go". You will see a "Needs Attention" link in the Status column of the question table for all questions for which a clarification request has been posted.

For additional information on Frequently Asked Questions, please read the Researcher Guidelines and FAQ. Also, please check this document regularly as we will be revising it to include answers to the questions we are most frequently asked. Thanks for your patience and help in improving Google Answers. If you have feedback or suggestions for the Researcher Training Manual, please write to: answers-editors@google.com.

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III. STYLE GUIDE

Researchers should follow the format below when answering questions. This format is intended to provide a standardized response guideline to ensure that the customer receives information in 3 areas: researched answer, helpful links and search strategy. Currently this format also includes recommended greetings and closings; these are intended to formalize and standardize answers. We strongly recommend these format guidelines as they promote a professional and friendly environment and have proved to result in the most highly rated answers.

Answer Components:
Suggested Greeting. Greetings may vary from: "Hi John!" to "Dear John," to no greeting at all, if you prefer.

Answer. Begin with a brief summary of your answer or an introduction to the topic including any explanatory remarks. Follow with the detailed text of your answer including quotes and referenced text from other sources. End with additional links to supporting materials (graphs, tables, photos, maps, articles etc.)

Additional Links. Links to additional information or related topics, as appropriate. Each link should be prefaced by a brief description and title.
Search Strategy. List of useful and effective search terms or methods used. We also suggest that you provide the URL generated for the actual Google search page (cut and paste the URL you get).

Suggested Closing Remarks. Write a brief and friendly closing remark (e.g. "Good luck in your searching!" or "Hope this helps!" - the goal is to be friendly and personable.) We recommend that you do NOT sign your name. You may then "sign" your answer with your Answers nickname, or nothing at all.

Answer Format:
Note: carets "< , >" are where text should be inserted.

<Greeting>
     ( skip one line )
<Answer>
     ( skip two lines )

Additional Links:
     ( skip one line )
<Title/Description of Link>     (always place links on separate lines)
<link>

<Title/Description of Link>
<link>
     ( skip two lines )

Search Strategy:
     ( skip one line )
<search term used>
<search term used>     (place each search term on a separate line)

Formatting Tips:
- When creating a list use either dashes "-" or numbers "1." Do not use bullets.
- Do not use auto-formatting (bullets, numbering, indenting) in Microsoft Word. These automated actions do not always transfer into other browser environments.
- Do not use html code in your answers.
- When inserting a link, and using brackets or parentheses around the inserted link, please make sure to leave a space between the bracket/parenthesis and the link. For example, ( http://answers.google.com ).

Citation Guidelines:
These guidelines are intended to provide information on research documentation and recommended answer style. According to the Google Answers Researcher Guidelines at http://answers.google.com/answers/researcherguidelines.html all material quoted or referenced must be cited. Below are Google's generic guidelines on citing various web and print documents.

Detailed information on standard citation guidelines can be found in Online! A reference guide to using Internet sources. By Andrew Harnack and Eugene Kleppinger. Published by Bedford / St. Martin's (Š2001). http://www.bedfordstmartins.com/online/index.html. The Online Citation Styles Index is at: http://www.bedfordstmartins.com/online/cite5.html#1.

For detailed information on punctuation, we recommend:

The Elements of Style by William Strunk Jr., E.B. White and Roger Angell
http://www.bartleby.com/141/
The Chicago Manual of Style: The Essential Guide for Writers, Editors, and Publishers (14th Edition) by John Grossman. http://www.press.uchicago.edu/cgi-bin/hfs.cgi/00/12245.ctl

Note: Always include the "http://" at the beginning of an inserted web-link.

Website Name of Website / Source http://www.LINK.com
	Example: The San Francisco Zoo http://www.sfzoo.org

Article on website "Name of Article" by Author (Date). Name of Website / Source http://www.LINK.com
	Example: "Drink Much?" by Tim Eaton (Feb. 21, 2000). DrKoop.com. http://www.drkoop.com/news/stories/feb/drunk.html

Newsgroup Posting Authors Name (or screen name or e-mail), "Title of posting." Identification as online posting, (Posting date). Name of Newsgroup / Source. Use angle brackets "<>" for newsgroup address. *Indicate if registration is required to access the newsgroup link. http://www.LINK.com
	Example: Z and D, "Best gelato in NYC?" Online posting (May 22, 2000). <nyc.food> via Google Groups. http://groups.google.com/groups?q=best+gelato&hl=en&selm=4BdW4.13064%245L6.150849%40newscene.newscene.com&rnum=2

List Server Message Author's Name (or screen name or e-mail), "Subject of posting." Identification as online posting, (Posting date). Name of Listserv / Source. Use angle brackets "<>" for listserv address. *Indicate if registration is required to access the newsgroup link. http://www.LINK.com
	Example: Pjohnson, "The night when Buffy and Angel met" (Comment). Online Posting (April 2, 2002). Buffy the Vampire Slayer ListServ hosted by Planetx. <http://www.planetx.com/buffy/> http://www.planetx.com/topic/buffy/00007063

Documents accessed by Telnet, FTP, and gopher sites
Name of Author, Agency or File. (Date of publication). Title of Document.
- Telnet address with directions for accessing document.
- Complete FTP address
- Gopher address with directions for accessing document
http://www.LINK.com

Telnet Example:
Environmental Protection Agency (1990). About the Clean Air Act (CAA) database.
Retrieved from FedWorld Information Network:
telnet fedworld.gov go Regulatory Agencies

FTP Example:
everest2.gif (April 4,1993). Image of Mt. Everest.
ftp://ftp.ntua.gr/pub/images/ views/sorted.by.type/Mountains/everest2.gif

Gopher Example:
History and anthropology: Convergence and divergence by J. Goody (Spring 1993).
Bulletin of the Institute of Ethnology, 75 (2). Academia Sinica, 75. Retrieved from:
gopher://gopher.sinica.edu.tw/00/ ioe/engbull/75b.txt

Books Name of Book by Author. Publisher (Date of Publication).
	Example: Barrel Fever: Stories and Essays, by David Sedaris. Little, Brown & Company (May 1995).

Magazine Articles/Newspaper: "Title of Article," by Author. Magazine Name, (Date of Publication).
	Example: "Spring Fashion Trends 2002," by Hal Rubenstein and Cindy Weber Cleary. InStyle (April 2002).

Common Questions Regarding Citation:

How should I format quotations directly from a website?
When quoting directly from a website, first preface the quote with a brief description and then close with a colon. At the end of the quote, follow the appropriate citation guidelines.

Example:
The following excerpt describes the benefits of painting tree trunks white:
"Paint [tree] trunks white to minimize winter sunscald damage. The white surface reflects winter sunrays, which can warm the bark and make it more susceptible to freezing temperaturesSmooth-barked trees are usually more sensitive to sunscald. Use latex, not oil-based, paint, and cover up the lower limbs."
"Take Steps Now for Productive Fruit Trees Next Year" by Tony Bratsch. University of Illinois, Urban Programs Resource Network, Press Release Dec. 7, 2000.
http://www.urbanext.uiuc.edu/news/news001207c.html

Note: There are two common punctuation formats used for inserting quotes. Ellipses () are used to denote missing or skipped text. Brackets [] are used to denote words inserted by the Researcher to clarify the text of a quote. Samples included in text above.

Inserting a link in the text:
Sometimes inserting a referential link into the text of your answer is helpful. In these cases, if you wish to add website information, you can insert it in parentheses. Please leave a space around the link within the parentheses.

Example:
If you are interested in visiting the San Francisco Zoo (http://www.sfzoo.org), you can either take the bus or the train.

Listing single or multiple links:
For a single link in your researched answer, preface the link with a brief description, then follow it with the complete link. When listing links (as in the additional links section), precede the group of links by a brief description of what follows. Then precede each link by a title or brief description, then on the following line, list the link.

Single Link Example:
For more information read:
Review of hip-hop, 3rd paragraph about Xzibit
http://www.ctheory.net/text_file.asp?pick=225

Multiple Link Example:
For more information on the author, Arnold Lobel, visit:

Meet the author by Houghton Mifflin
http://www.eduplace.com/kids/hmr/mtai/lobel.html

Educational Paperback Associate Biography of Arnold Lobel
http://www.edupaperback.org/authorbios/Lobel_Arnold.html

Writing Style
Google recommends that answers be written with three core principles in mind:

Accurate and comprehensive

Clear and concise

Professional and friendly

Accurate and comprehensive
You should try to deliver the most comprehensive and accurate answer that you can. Make sure that you not only address every point of the user's question, but that you try to address every angle of it as well.

Things to think about:

If something seems too easy, maybe you've missed the point. Users sometimes know the easy answer (e.g. "The product was never released in the U.S."), but are trying to find out if there isn't a different, harder answer (e.g. "The product was never released in the U.S., but you can get it at a store in Russia.").
Similarly, many things have more than one answer. Don't make the mistake of thinking that because you found the first one, that it is the one the user is looking for.
Do not always believe the first website you see. Now that you think you know some part of the answer, use this to your advantage and see if you can't confirm it. ˇ
Check all your links and test contact information that you post.

Clear and concise
You should lead users directly to their information. Remember, they are paying you to filter information for them on your answer. Our goal is to remove all of the content they do not want to see, and only provide the content they want to see.

A few tips:

Order your information by usefulness. The most useful information goes at the top.
Try not to provide filler information that does not pertain to the question. You should only do this if you think it is valuable to the customer.
If you provide snippets and summaries from a page, make sure you provide cited links that support that information. The customer will want to verify your work for himself.
If you provide links to information, make sure you take him directly to the page with the information. If the pages are dynamic, you should specify the exact actions to get to the information. Make sure you don't just give him the top-level domain.
If the information the customer needs isn't immediately visible on a page that you point to, explain where on the page the information is located. (e.g. "two-thirds of the way down the page")

Professional and friendly
Please make sure that you are polite and friendly in your answers and comments. Never argue or defame another person using the site. Don't hesitate to be yourself, and you should feel free to take a personal interest in what people are asking you.

Q: The Google Answers team says be professional. What does that mean?
A: As a Google Answers Researcher you are required to conduct yourself in public view on the Google Answers website in a respectful and courteous manner. Google Answers would like to see all Researchers act in accordance with their Guidelines. Professional behavior includes:

Greeting customers politely and personably, but without undue familiarity
Citing resources correctly
Responding willingly to clarification requests
Responding politely to requests for clarification without attacking the customer's reasons for wanting a clarification
Speaking kindly and without sarcasm
Polite explanations of Google Answers policies

Unprofessional behavior includes:

Arguing with customers or commenting on their behavior
Arguing with other Researchers or commenting on their answers or behavior
Posting derogatory comments about others
Requesting payment for comments (instead of answering the question)
Offering 'side arrangements' for answering questions (i.e. "Post a question for me only" or offering to e-mail further answers)
Advising the customer to ask for a refund on a question someone else has answered, without waiting for that Researcher to clarify.

Q: Why is professional behavior so important?
A: Professionalism is important as part of providing quality assistance for the user who is paying for this service. It reflects well on the individual researcher and Google Answers for Researchers to conduct themselves professionally and courteously on the site at all times. Researchers who do not conduct themselves in a professional manner risk being dropped.

Q: What is good customer service?
A: Being a Researcher is not solely about answering questions. It is about communicating with customers in order to try and meet their needs to the best of our abilities. Good customer service involves listening to the customer and responding to their needs. If a customer is unhappy with the provided information, and says that the answer was not what they expected, politely ask for a clarification. This is sometimes the best way to find out precisely what the question requires and how best to provide the right answer. If the customer responds to such a request, use this opportunity to satisfy the request, or explain why their needs cannot be met. Customer service requires politeness under pressure. If you cannot say something nicely or professionally, refer the user to Google Answers staff at, answers-support@google.com.

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IV. DO'S & DON'TS

Do's:

Always be friendly and courteous. See the Style Guide for more about this.
Follow the format and content suggestions in the Style Guide.
Do tell us about questions that you think might be inappropriate for posting on Google Answers by emailing us at answers-editors@google.com.
Do tell us about questions about Google listed on the web site by emailing us at answers-editors@google.com.
Provide accurate information in your answers.
Cross-check information with multiple sources whenever possible.
Ask for clarification if you do not understand the question.
Provide as direct and detailed an answer as possible to the question asked.
Use any specific knowledge you may have about a question to help inform your search strategy and answer.
Use other resources to answer questions whenever applicable - e.g. reference books, the library, the newspaper, telephone calls to experts, emails to friends who are experts, etc.
Prioritize information in your answer by usefulness to the asker, including the prioritization of links.
Cite all sources consulted in the search and use quotation marks to indicate direct use of another source. For more on this, see the Style Guide.
Acknowledge when you are including opinion or an analysis you have done into your answer.
Read through other questions, answers and ratings regularly to refresh your understanding of what makes a good answer.
Respond to clarification requests as quickly as possible from askers.
Use proper grammar and punctuation.
Be concise.
Proofread, proofread, proofread.

Don'ts:

Do not plagiarize content nor use copyrighted material without a citation.
- From the Researcher Guidelines: "Researchers must not copy any material from any Web site or other source in answering any Question. Researchers may quote or paraphrase short passages of text, but only if necessary, and only if the Researcher includes in the answer the author and source of such materials (including a link to the Web site, if any)."
- See the Style Guide for Recommend format on citations.
Do not provide information that will enable askers to conduct illegal or harmful activities.
Do not answer questions that violate Google Answers policies:
- Questions seeking private information about individuals. Please tell us about questions that you are unsure whether to answer by emailing us at answers-editors@google.com.
- Questions seeking assistance in conducting illegal activities.
- Questions meant to sell or advertise products.
- Questions that refer to adult content.
- Questions seeking specific information about Google or Google Answers. The Google Answers Team will handle those questions. If you encounter a question about Google or Google Answers listed on the site, please email us at answers-editors@google.com.
Do not answer the question if you are uncomfortable with either your ability to adequately research it or the level of expertise required to provide an accurate, useful answer.
Do not post questions from Google Answers to other research services.
Do not answer questions where you cannot be objective due to a conflict of interest (e.g. financial stake in a particular product, service or company, political perspective, etc).
Do not use defamatory or otherwise inappropriate language in your answer. Google Editors will delete all such answers.
Do not post personal contact information or phone numbers.
Do not publish any articles or make public statements about Google Answers or your experience as a Researcher without prior approval from Google. Google must review all public statements or copy (press articles, web copy, etc) regarding Google Answers and/or your experience as a Researcher before it is published. If a Researcher publishes an article prior to receiving approval from Google, their privileges may be revoked. For more information, see the Researcher Guidelines or write to answers-editors@google.com.

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V. SAMPLE QUESTIONS AND ANSWERS

We recommend reviewing the following as ideal examples of great answers:

Looking for a Specific Teen Fiction Book Published in the 1980s ($3.00)
Original and Proven ideas for SMS service/content Providers ($20.00)
Key Analysts in Analyst firms ($70.00)
Proposed appointment of James Monroe to the Supreme Court ($200.00)

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