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Error Messages

When a user interacts with an interface in an unintended way, some errors may be generated. In these circumstances, the interface’s response may fall somewhere between a "friendly apology" or a generic uninformative response.

When a user interacts with an interface in an unintended way, some errors may be generated. In these circumstances, the interface’s response may fall somewhere between a "friendly apology" or a generic uninformative response. Are we more tolerant of a computer that apologizes?

Some research has shown that users will spend more time interacting with a system that provides emotional responses than with a system that provides generic feedback. For example, Nass showed that users who received flattery from a computer thought the interaction was more pleasant than users who received generic feedback (Nass, 1997). Meanwhile, Tzeng found that apologetic responses gave users a better impression of the overall interaction with the system (Tzeng, 2004). According to WIX, a good error message explains what happened and why, provides reassurance, is empathetic, helps the user fix the issue and gives the user a way out.

Instead of focusing on eliminating errors entirely, sites should ensure that when users encounter an error they are provided with the information they need to know specifically what went wrong with their input.
Baymard Institute

  1. Flattering responses provide a more pleasant interaction than generic messages.
  2. Apologetic responses give users a better impression of the overall interaction.

Evidence and further readings

Here you can find a list of references to dive deeper on the subject.