When
writing these messages, adhere to the following guidelines to ensure a warmer experience
for the visitor:
Explicitly state that there is a problem.
Define the problem in humane language. Do not use error codes or obtuse technical
jargon. Be specific about the exact field that is causing the problem. (You may
have to remind users that some fields are required; it also doesn??™t hurt to remind
them how they are marked required so they know for future reference.)
Offer helpful advice for resolution. Mention some common problems (e.g., a US zip
code should always contain five numbers, so ask users to double-check that there
are in fact five digits and no alpha characters).
If possible, offer a correct example (in the case of the zip code, 90210 works just fine).
Offer an alternative means to completion if the error is recurring. For a contact
page, provide a traditional e-mail address that someone could use in case the form
continually fails to execute.
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The tone of the message should be friendly, nonconfrontational, and bordering on apologetic.
Don??™t beg for mercy, but don??™t hammer the user for their idiocy.
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