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āļø Error Messages: Problem or Opportunity?
Issue #245 (Sep 20th, 2023)
Yuval Keshtcher
September 20, 2023
Error MessagesšØ: Problem or opportunity?
What can we say about errors?
Of course, the goal is to avoid them, but realistically not all errors are avoidable.
Eventually, despite our best intentions our users will hit a bump in the road.
What we do next though is completely within our control AND it can make all the difference.
Do we have the devs throw together a 404 page and focus on āmore importantā copy or do we write until we get it right?
Error messages are an amazing opportunity to show our customers a little bit more of our brandās personality and build some trust and loyalty. āØ
WHATāS INSIDE āļø
Tips and guidelines for handling error messages šØ
How to write for chatbots š§
Fallback messages, a different kind of error š¤
Using AI to create error messages āļø
UX Writers
This week: Weāve rounded up some of the best resources out there when it comes to writing error messages the right way.
Learn by Listening š§
In keeping with this weekās microcopy bite we are featuring two stellar podcasts that can help you bring your game to the next level.
First, check out this episode from UX Nordic, where our own Yuval Keshtcher lays out the framework for writing better error messages.
Then, dive into this amazing and insightful discussion with Sarah Loigge about writing for a chatbot.
Upcoming š§āš
The next cohort of the UX Writing Academy is beginning on October 9th, 2023.
Get all the skills you need to get hired as an in-house or freelance UX writer in this extensive 6-month training program.
Pillars of the Community šŖ
Loved this insight from Jorn. Thereās so much to get right when it comes to writing error messages! šØ
Microcopy Bite š¬
Hereās a look at a different sort of error message. One that is becoming incredibly important to write for.
In this example, weāre looking at fallback messages for chatbots.
A fallback message occurs when the chatbot is having difficulty understanding a userās input.
In order to keep the experience feeling conversational and to draw out the information you need from the user you will want to craft thoughtful responses. And yes that was plural. Donāt have your chatbot say the same thing over and over. Itās not only annoying but inauthentic.
Pro Tips -
Inject some personality into your botās response.
Donāt say generic things like āI didnāt catch that.ā
Donāt harp on the issue, respond with a way for the user to solve the problem.
Moment of Mirth š
This has to be the epitome of what an error message should be. Something to get the user back on track and offer a little levity (when appropriate).
š¤ AI & UX
As with everything else, AI is going to change the way that we approach writing error messages. Check out these articles for some hot tips š„.
UX WRITING JOBS š©āš»
Whether youāre looking for an entry-level position or a senior role weāve got them all. Weāre constantly updating the job board, so keep on checking!
Portfolio š
Chris Lee is one of our UX Writing Academy grads and we are SO proud of him and his work. Check out his portfolio as well this handy little piece he wrote about error message best practices.
Yuvalās UX Lit Pick š
In this book, Kinneret really covers it allā¦including best practices for writing error messages. If you havenāt already read Microcopy The Complete Guide I highly recommend it. And while youāre at it, get out a highlighter š. |  |
FIN
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Until next timeš,
Yuval Keshtcher and UXWH team āļø