Have you used the help center LinkedIn provides?

Blue and white 3D illustration of the word help connected to a computer mouse

Many times I have been able to find the answer to a question I have regarding LinkedIn simply by cruising around the help center.

However, sometimes I have needed to write to their staff to get the answer. There really are people there whose job it is to help people with LinkedIn questions.

This post covers information on both the “self-service” approach to using the help center and the process for engaging with the help center staff.

Here is a link to the help center: https://www.linkedin.com/help/linkedin?trk=wonton-message-compose

 

LinkedIn’s Help Center Now Easier to Navigate

Recently LinkedIn updated the format of their help center to offer broad categories that group multiple specific categories together by topic. Just click on the category most closely related to your question, and then on the subcategory that gets closer still. There will be several links in each subcategory to guide you to the information you’re most likely to need.

The broad categories are:

  • Manage Your Account
  • Build Your Profile
  • Messaging and InMails
  • Grow Your Network
  • Career Opportunities
  • Paid Features
  • Share Your Content
  • Company Pages
  • Safety Center
  • Mobile Apps

 

Communicating with Help Center Staff

When the steps above don’t yield an answer, I click on the “Send Us a Message” link under the Contact Us heading at the bottom of each page in the help center. Once you click on the link, you will see a template that you need to complete to submit your question to a real person at the help center.

Here are some tips for engaging with the help center staff.

  • Be specific. Give as much information as possible regarding the issue or problem.
  • Attach a screen shot. Screen shots of any error messages or other oddities can be invaluable. Even if you’re not sure what’s going on, attaching a screen shot can help the recipient of your message better understand the issue and help you resolve it.
  • Be patient. The automated response acknowledging that your question has been received is almost instantaneous. However, the actual human response may not happen for up to 24 hours.
  • Be respectful. Sometimes we can get very frustrated when we don’t think we’re being understood. Do your best to clearly spell out your concern (another good reason for screen shots) and write back with the answers any questions the staff person at the help center raises with you. They are only asking for more information in order to give you the best possible answer.

 

  • Be persistent. Recently LinkedIn changed the way that to move the subsections within a section (such as the projects within the project section or the organizations within the organization section). I was frustrated because the gray bar that I had used to do this in the past had suddenly disappeared. When I asked what happened to the gray bar, the first answer I received didn’t make any sense to me. So, I wrote back asking for clarification and even requested that a different staff member to respond. Sure enough, the same help center staff member wrote back – this time including screen shots to illustrate the new way to move around these subsections and my problem was solved.

How About You?

Have you used LinkedIn’s help center? Did use it on a self-service-only basis? Or have you also communicated with the help center staff? What has been your experience with either approach?

 

About Joyce

Joyce Feustel, Founder of Boomers' Social Media Tutor

Joyce Feustel helps people, especially those age 50 and up, to become more comfortable using social media, especially Facebook, LinkedIn, Pinterest, and Twitter.

She works with business owners, business development professionals, leaders of nonprofit organizations, job seekers, retired people, consultants, and many others. Find her at www.boomerssocialmediatutor.com.