Error messages that avoid blaming your visitors reinforce your customer focus

My neighbor to the right shakes his head and informs me, “You catch more flies with honey than vinegar.” He does this whenever the topic of my neighbor to the left comes up in conversation – it’s his way of saying my neighbor to the left is lacking in the interpersonal communication skills department.Far too many Web sites serve up a nasty dose of vinegar when it comes to the…

...continue to read "Honey v. Vinegar"

In the “long versus short” debate on copy length, go for “just right”

Enter the Bear family home. They are discussing optimal copy length.

Papa Bear thinks copy shouldn’t be “too long.” Mama Bear counters it shouldn’t be “too short.” Long, short, long, short. You’re head can whip back and forth faster than the balls fly at Wimbledon. But if you’re caught up in their debate, you’re actually missing the point. Fortunately, there’s Baby Bear, sensible cub that he’s always been, who…

...continue to read "The Long and Short of Persuasion"