Unless a question is completely out in left field, I think it sometimes can be better received if they are pointed to the direct helpfile and/or associated helpfiles since they have been clearly written without bias.

The other side to this sword is to make sure a newbie doesn't feel like they cannot talk to someone over the newbie channel. But the former still seems a better angle compared to seven or eight responses with slightly different wording.

Perhaps the solution is to say, Help file #### explains it in great detail, but please feel free to follow up with any questions after you've taken a look at that.

(This is of course, my opinion, but hopefully I'm not too crazy.)

EXB