How to get users to read error messages?

问题

If you program for a nontechnical audience, you find yourself at a high risk that users will not read your carefully worded and enlightening error messages, but just click on the first button available with a shrug of frustration.

So, I'm wondering what good practices you can recommend to help users actually read your error message, instead of simply waiving it aside. Ideas I can think of would fall along the lines of:

Formatting of course help; maybe a simple, short message, with a "learn more" button that leads to the longer, more detailed error message
Have all error messages link to some section of the user guide (somewhat difficult to achieve)
Just don't issue error messages, simply refuse to perform the task (a somewhat "Apple" way of handling user input)

Edit: the audience I have in mind is a rather broad user base that doesn't use the software too often and is not captive (i.e., no in-house software or narrow community). A more generic form of this question was asked on slashdot, so you may want to check there for some of the answers.

回答1:

That is an excellent question worthy of a +1 from me. The question despite being simple, covers many aspects of the nature of end-users. It boils down to a number of factors here which would benefit you and the software itself, and of course for the end-users.

Do not place error messages in the status bar - they will never read them despite having it jazzed up with colours etc....they will always miss them! No matter how hard you'll try... At one stage during the Win 95 UI testing before it was launched, MS carried out an experiment to read the UI (ed - it should be noted that the message explicitly stated in the context of 'Look under the chair'), with a $100 dollar bill taped to the underside of the chair that the subjects were sitting on...no one spotted the message in the status bar!
Make the messages short, do not use intimidating words such as 'Alert: the system encountered a problem', the end-user is going to hit the panic button and will over-react...
No matter how hard you try, do not use colours to identify the message...psychologically, it's akin to waving a red-flag to the bull!
Use neutral sounding words to convey minimal reaction and how to proceed!
It may be better to show a dialog box listing the neutral error message and to include a checkbox indicating 'Do you wish to see more of these error messages in the future?', the last thing an end-user wants, is to be working in the middle of the software to be bombarded with popup messages, they will get frustrated and will be turned off by the application! If the checkbox was ticked, log it to a file instead...
Keep the end-users informed of what error messages there will be...which implies...training and documentation...now this is a tricky one to get across...you don't want them to think that there will be 'issues' or 'glitches' and what to do in the event of that...they must not know that there will be possible errors, tricky indeed.
Always, always, be not afraid to ask for feedback when the uneventful happens - such as 'When that error number 1304 showed up, how did you react? What was your interpretation' - the bonus with that, the end-user may be able to give you a more coherent explanation instead of 'Error 1304, database object lost!', instead they may be able to say 'I clicked on this so and so, then somebody pulled the network cable of the machine accidentally', this will clue you in on having to deal with it and may modify the error to say 'Ooops, Network connection disconnected'... you get the drift.
Last but not least, if you want to target international audiences, take into account of internationalization of the error messages - hence that's why to keep it neutral, because then it will be easier to translate, avoid synonyms, slang words, etc which would make the translation meaningless - for example, ~~Fiat~~ Ford, the motor car company was selling their brand ~~Fiat~~ Ford Pinto, but noticed no sales was happening in South America, it turned out, Pinto was a slang there for 'small penis' and hence no sales...
(ed)Document the list of error messages to be expected in a separate section of the documentation titled 'Error Messages' or 'Corrective Actions' or similar, listing the error numbers in the correct order with a statement or two on how to proceed...
(ed) Thanks to Victor Hurdugaci for his input, keep the messages polite, do not make the end-users feel stupid. This goes against the answer by Jack Marchetti if the user base is international...

Edit: A special word of thanks to gnibbler who mentioned another extremely vital point as well!

Allow the end-user to be able to select/copy the error message so that they can if they do so wish, to email to the help support team or development team.

Edit#2: My bad! Whoops, thanks to DanM who mentioned that about the car, I got the name mixed up, it was Ford Pinto...my bad...

Edit#3: Have highlighted by ed to indicate additionals or addendums and credited to other's for their inputs...

Edit#4: In response to Ken's comment - here's my take... No it is not, use neutral standard Windows colours...do not go for flashy colours! Stick to the normal gray back-colour with black text, which is a normal standard GUI guideline in the Microsoft specifications..see UX Guidelines (ed).

If you insist on flashy colours, at least, take into account of potential colour-blind users i.e. accessibility which is another important factor for those that have a disability, screen magnification friendly error messages, colour-blindness, those that suffer with albino, they may be sensitive to flashy colours, and epileptics as well...who may suffer from a particular colours that could trigger a seizure...

回答2:

Show them the message. Due dilligence and all, but log every error to a file. Users can't remember what they were doing or what the error message was seconds after the event, it's like eye-witness accounts of perpatrators.

Provide a good way to allow them to email or upload the log to you so that you can assist them in reconciling the issue. If it's a web application: even better, you can be receiving information about the situation ahead of anyone even reporting the problem.

回答3:

Short answer: You can't.

Less short answer: Make them visible, relevant, and contextual (highlight what they messed up). But still, you're fighting a losing battle. People don't read on computer screens, they scan, and they've been trained to click the buttons until the dialog boxes go away.

回答4:

We put a simple memorable graphic in the error box: not an icon, a fairly large bitmap, and nothing like the standard Windows message icons. Nobody can ever remember the wording of a messagebox (most won't even read it if the box has an "OK" button they can press), but most people DO remember the picture they saw. So our support people can ask the customer "did you see the coffee-drinking guy?" or "did you see the empty desk?". At least that way we know roughly what went wrong.

回答5:

Depending on your user base, writing funny/rude/personal error messages can work great.

For instance, I wrote an application which allowed our HR people to better track the hire/fire dates of employees. [we were a small company, very laid back].

When they entered wrong dates I would write:

Hey dumb ass, learn how to enter a date!

EDIT: Of course a more helpful message is to say: "Please enter date as mm/dd/yyyy" or perhaps in code to try and figure out what they entered and if they entered "blahblah" to show an error. However, this was a very small application for an HR person I knew personally. Hence again people, read the first line of this post: Depending on your user base...

I recently worked on an Art Institute project, so the error messages were geared towards the audience, such as:

Most art before the Baroque period was unsigned. However, we’re beyond the Baroque period now, so all fields must be completed.

Basically gear it to your audience if at all possible, and avoid boring as all unearthly general errors such as: "please enter email" or "please enter valid email".

回答6:

Alerts/popups are annoying, that's why everyone hits the first button they see.

Make it less annoying. Example: if the user entered the date incorrectly, or entered a text where numbers are expected, then DON'T popup a message, just highlight the field and write a message somewhere around it.

Make a custom message box. Do not ever use the default message box of the system, for example Windows XP message boxes are annoying themselves. Make a new colored message box, with a different background color than system default.

Very Important: do not insist. Some message boxes use the Modal dialog and insist on making you read it, this is very annoying. If you can make the message box appear as a warning message it would be better, for example, Stack Overflow messages that appear right on the top of the page, informing but not annoying.

UPDATE
Make the message meaningful and helpful. For example, do not write something like, "No Keyboard found, press F1 to continue."

回答7:

The best UI design will be where you virtually never show an error message. The software should adapt to the user. With that sort of a design, an error message will be novel and will grab the users attention. If you pepper the user with senseless dialogs like that you're explicitly training them to ignore your messages.

回答8:

In my opinion and experience, it's the power users, who do not read error messages. The nontechnical audience I know reads every message on the screen most carefully and the problem at this point mostly is: They don't understand it.

This point may be the cause of your experience, because at some point they will stop reading them, because "they don't understand it anyway", so your task is easy:

Make the error message as easy to understand as possible and keep the technical part under the hood.

For example I transfer a message like this:

ORA-00237: snapshot operation disallowed: control file newly created Cause: An attempt to invoke cfileMakeAndUseSnapshot with a currently mounted control file that was newly created with CREATE CONTROLFILE was made. Action: Mount a current control file and retry the operation.

to something like:

This step could not be processed due to momentary problems with the database. Please contact (your admin|the helpdesk|anyone who can contact the developer or admin to solve the problem). Sorry for the inconvenience.

回答9:

Show users that the error message has a meaning, and it's a way to provide assistance to them and they will read it. If it's just jargon-bable or generic nonsense message they will learn to dismiss them quicly.

I have learned that is very good practice to include an error dialog with default action to send (eg. via email) detailed diagnostic info, if you quickly respond to those emails with valuable information or workaround, they will worship you.

This is also a great learning tool. In future versions you can solve known-issues or at least provide in-place workaround info. Until then users will learn that this message is caused by X and the problem can by solved by Y - all because someone did explain it to them.

Of course this won't work on a large scale application, but works very well in enterprise applications with few hundred users, and in a lean agile, release early release often, environment.

EDIT:

Since you have a broad user base I recommend to provide software that does what users are/can expect it to do, eg. do not show them eroror message if phone number is not formatted well, reformat if for them.

I personally like software that does not make me think, and when occasionally there is nothing you (the developer) can do to interpret my intention, provide a very well written (and reviewed by actual users) messages.

It's common knowlege that people do not read documentation (did you read instructions back-to-back do when you did plugged in household appliance?), they try a way to get results quickly, when failed you have to grab their attention (eg. disable default button for a while) with meaningful and helpful info. They don't care about your sofware failure, they want to get results, now.

回答10:

Make them fun. (It seemed relevant, given the site we're on :) )

回答11:

To start, write error messages that users can actually understand. "Error: 1023" is not good example. I think better way is logging the error, than showing it to the user with some "fancy" code. Or if logging is not possible, give the users proper way to send the error details to the support department.

Also, be short and clear enough. Do not include some technical details. Do not show them information that they cannot use. If possible provide a workaround for the error. If not provide a default route, that should be taken.

If your application is a web app, designing custom error pages is a good idea. They stress users less, take SO for example. You can get some ideas how to design a good error page here: http://www.smashingmagazine.com/2007/07/25/wanted-your-404-error-pages/

回答12:

One thing I'd like to add.

Use verbs for your action buttons to close your error messages rather than exclamations, example don't use "Ok!" "Close" etc.

回答13:

One good tip I've learned is that you should write a dialog box like a newspaper article. Not in the size-sense, but in the importance-sense. Let me explain.

You should write the most important things to read, first, and provide more detailed information second.

In other words, this is no good:

There was a problem loading the file, the file might have been deleted, or
it might be present on a network share that you don't have access to at
your present location.

Do you want to retry opening the file?

Instead, change the order:

Problem loading file, do you want to retry?

There was a problem loading the file, the file might have been deleted, or
it might be present on a network share that you don't have access to at
your present location.

This way, the user can read just as much as he wants, or bothers, and still have an idea about what's being asked.

回答14:

See also Slashdot's user responses here.

回答15:

Unless you can provide the user some simple work-around, don't bother showing the user an error message at all. There is just no point, since 90% of users won't care what it says.

On the other hand If you CAN actually show the user a useful workaround, then one way to force them to read it is make the OK button become enabled after 10 seconds or so. Sort of how Firefox does it whenever you are trying to install a new plug-in.

If it is a total crash that you cannot gracefully recover from, then inform the user in very layman terms saying:

"I'm sorry we screwed up, we would like to send some information about this crash, will you allow us to do so? YES / NO"

In addition, try not to make your error messages longer than a sentence. When people (me included) see a whole paragraph talking about the error, my mind just shuts off.

With so much social media and information overload, people's mind freeze when they see a wall of text.

EDIT:

Someone once also recently suggested using comic strips along with whatever message you want to show. Such as something from Dilbert that may be close to the type of error you may have.

回答16:

From my experience: you don't get users (especially non-technical ones) to read error messages. No matter how clear and understandable, bold, red and flashing the message is, that you display, most users will just click anything away that they're not used to, even if it's "Do you really want to delete everything?". I have seen users click the "window close"-icon instead of "OK" or "cancel" even though they didn't even know which option they chose by doing so ...

If you really need to force users to read what you're displaying, I'd suggest a JavaScript-Countdown until a button is clickable. That way the user will hopefully use the waiting time to really read what he's supposed to. Be careful though: most users will be even more annoyed by that :)

I furthermore like your idea of a "read more"-link, although I doubt that will get users more interested that just want to get rid of the message by all means ...

Just for the record: there are users that DO read error messages but are so afraid that they won't do anything with it. I once had a support call where the customer would read an error message to me, asking me, what he should do. "Well, what are your options?", I asked. "The window only has an 'OK'-button.", he replied. ... mmh, hard one :)

回答17:

I often display the error in red (when the design allows it).

Red stands for "alert", etc. so it's more often read.

回答18:

Well, to answer your question directly: Don't have your programmers write your error messages. If you follow this one piece of advice, you'd save, cumulatively, thousands of hours of user angst and productivity and millions of dollars in technical support costs.

The real goal, however, should be to design your application so users can't make mistakes. Don't let them take actions that lead to error massages and require them to back up. As a simple example, in a web form that requires all its fields to be filled in, instead of popping up an error message when users click on the Send button, don't enable the Send button until all the field contain valid content. It means more work on the back side, but it results in a better user experience.

Of course, that's a bit of an ideal world. Sometimes, program errors are unavoidable. When they do occur, you need to provide clear, complete, and useful information, and most importantly, don't expose the system to user and don't blame users for their actions.

A good error message should contain:

What the problem is and why it happened.
How to resolve the problem.

One of the worst things you can do is simply pass system error messages through to users. For example, when your Java program throws an exception, don't simply pass the programmer-ese up to the UI and expose it to the user. Catch it, and have a clear message created by your user assistance developer that you can present to your user.

I was lucky enough, on my last job, to work with a team of programmer who wouldn't think of writing their own error messages. Any time they found themselves in a situation where one was required and the program couldn't be designed to avoid it (often because of limited resources), they always came to me, explained what they needed, and let me create an error message that was clear and followed company style. If that was the default mindset of every programmer, the computing world would be a far, far better place.

回答19:

Less errors

If an application throws vomit at you on a regular basis, you become immune to it, and errors become irritating background muzak. If an error is a rare event, it will garner more attention.

Quosh anything which isn't a major deal, throw out all those warnings, find ways of understanding user intent, take out the decisions wherever possible. I have a few apps which I continue to streamline in this way. Developers see every error as important, but this is not true from a user perspective. Look for the users' common response to a problem and capture that, deploy that as your response.

If you do need to raise an error: short, concise, low terror factor, no exclamation marks. Paragraphs are fail.

There's no silver bullet, but you need to socially engineer to make errors important.

回答20:

We told users their manager had been contacted (which was a lie). It worked a little too well and had to be removed.

回答21:

Adding an "Advanced" button that enables some more technical details will provide an incentive to read it for the part of the target audience that thinks itself as technical

回答22:

I'd suggest that you give feedback (stating that the user made a mistake) immediately after the mistake is made. (For instance, when entering a value of a date field, check the value and, if it is wrong, make the input field visually different).

If there are errors on the page (I'm more into web development, hence I'm referring to it as a "page", but it can be also called "form"), show an "error summary", explaining that there were errors and a bulleted list of what exactly errors happened. However, if there are more than 5-6 words per message, those won't be read/understood.

回答23:

How about making the button state "Click here to speak with a support technician who will assist you with this issue."

There are many websites that provide the option to speak with a real person.

回答24:

I read a candidate for the most horrific solution on slashdot:

We have found that the only way to make users take responsibility for errors is to give them a penalty for forcing the error to go away. For starters, where possible, the error wont actually close for them unless we enter an admin password to make it go away, and if they reboot to get rid of it (Task Manager is disabled on all client PC's) the machine will not open the application that crashed for 15 minutes. Of course, this all depends on the type of users you are dealing with, as more technically adept users wouldnt accept this kind of system, but after trying for literally YEARS to make users take responsibility for crashes and making sure the IT department is aware of them in order to fix the issue before it gets too hard to manage, these are the only steps that worked. Now, all of our end users are aware that if they ignore errors, they are going to suffer for it themselves.