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How Do You Get Users To Read Error Messages?
A BOFH writes "The longer I do desktop support, the more it becomes obvious that my users don't read anything that appears on their screen. Instead, they memorize a series of buttons to press to get whatever result they want and if anything unexpected happens, they're completely lost. Error logs help a lot, but they have their limits. I've been toying with a few ideas, but I don't know if any of them will work and I was hoping my fellow Slashdotters could point me in the right direction. For example, I was thinking about creating icons or logos to identify specific errors. They might not remember that an error is about 'uninitialized data' but they might be more able to remember that they got the 'puppy error' if I showed a puppy picture next to the error message. Or for times when finding images is too time consuming, you could create simple logos from letters, numbers, symbols, colors, or shapes, so you could have the 'red 5' error or 'blue square' error (or any combination of those elements). I've even wondered if it would be possible to expand that to cover the other senses, for example, playing a unique sound with the error. Unfortunately, haptic and olfactory feedback aren't readily available. I like to think that my users would remember the error that caused them to get a swift kick in the balls. And if they forgot it anyhow, I could always help them reproduce it. Does anyone else have experience with ideas like these? Did it work?"
Using Bluetooth to activate a transmitter in the seats of our users, we've had a 671% increase in efficiency when helping our users due to increased "awareness" of error messages.
and let out a big screech followed by the sound of glass breaking and it saying "Danger Will Robinson! Danger!"
That which does not kill me only postpones the inevitable.
they memorize a series of buttons to press to get whatever result they want and if anything unexpected happens, they're completely lost.
Sounds like their jobs are easily automated. Tell them if they don't pay closer attention to error messages you'll inform their boss how to replace them with another computer program. ;)
Developers: We can use your help.
I've even wondered if it would be possible to expand that to cover the other senses, for example, playing a unique sound with the error
You're going about this the wrong way. You don't make the user remember, you make their colleagues remember. Supply your users with a 5.1 sound system attached to their PC and when the user encounters an error, the speakers blast "HEY EVERYBODY, I'M WATCHING PORNO OVER HERE".
As I said, make it a memorable experience.
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Show the message in full screen using a blue background and white foreground. Just like a BSOD.
The largest prime factor of my UID is 263267.
Dear Slashdot,
I am filled with a black, unutterable contempt for the troglodytic users of my application. Can you suggest ways to translate this contempt into software?
Read my blog.
The error message has to have a good plot and some character development. Pull the users in with that and then get the error message across. Ok, seriously, as a writer of error messages at times, I have found putting in 'interesting' wording works sometimes with some of the more intelligent users. Unfortunately, there will always be the ones that just want someone else to do their work. I suggest that they be burned because they're witches.
Fat, drunk, and stupid is no way to go through life, son.
I was the alpha geek on a Help Desk at a multi-state corporation, and the CIO had worked with me as an engineer before getting the job. When people too (self-)important to call the Help Desk had a problem, they would call him directly. He would give them to me, and I would make sure they were kept happy and their issues got resolved.
One day, after a vice-president had SCREAMED at him because they couldn't log on, he asked me what I had done to fix it.
I told him that their 'caps lock' had been on.
He asked, "Doesn't the Windows error message remind users to check that?"
I told him, "His lips got tired before he read down that far."
Don't forget to use brilliant colors that are harsh on the eyes!
Yes, let's make it blue just to make it stand out more.
And to ice the cake, maybe we should have it so the only way to get rid of the message is a reboot.
I think I may be on to something here.
I had a lengthy discussion with some of our field engineers, and a few of our customers, about a year ago about how they use the documentation to troubleshoot problems. My main goal was to see if there was something that we could do to get customers to read the docs more (and call support less).
Eventually, someone cut to the heart of the issue from there side. Basically, he said "Do you know how much I pay each year for my support contract? No? Well, it's a lot. If I have any problems that don't fix themselves in under five minutes, I'm going to pick up the phone and call you. I'm paying you to support me if I have trouble, I shouldn't have to troubleshoot it myself."
Another idea I was toying with was to substitute traffic signs: ie. stop, yield, caution, etc.. but I found that people are used to ignoring those.
This explains some driving I see on the roads...