[Sigia-l] Re: SIGIA-L: Most abusive user experience?

[Lyle_Kantrovich at cargill.com]

Lee,

I'm not saying I love auto-responses or anything, but I do think they 
have their value.  One thing they are good for is letting the user know 
that their feedback/request was received.  This is especially important 
when the request is sent from a web form.  If for some reason the form 
doesn't work, there's no "bounce" message or anything to tell the user 
that the email or transmission failed.  An auto-response is a small bit 
of "system status" back to the user.  It can also be enhanced to 
include additional info like a tracking number, a phone number (if it's 
an urgent request), etc.

In some ways, this is an example of how an online system can be "better 
than reality".  When you send a snail mail letter, you have no idea if 
or when it ever got there.

Obvious possible improvements:
- Let the user decide whether or not to get a confirmation.
- Don't use it for frequent or trivial types of requests -- that would 
really create inbox clutter.
- Provide an issue tracking # immediately on a confirmation screen and 
an on status screen where users can check status of their request.  
This makes it pull vs. push.

Keep in mind that not all communication is of equal importance.

Even hold music has its purpose...(other than to provide material for 
comedians)

Regards,

Lyle Kantrovich
User Experience Architect

Croc O' Lyle: a personal web log on usability, IA, and web design
http://crocolyle.blogspot.com

-----Original Message-----
From: lee.r.sachs at verizon.com [mailto:lee.r.sachs at verizon.com]
Sent: Monday, April 08, 2002 3:32 PM
To: sigia-l at asis.org
Subject: [Sigia-l] Re: SIGIA-L: Most abusive user experience?


I've got one that is often cited as an e-business best practice that 
even I
have recommended to clients.  It's the automated email response.  In 
some
cases, it's worthwhile to let people know you are going to respond 
within X
hours or supply some other information, but this is the digital 
equivalent
of hold music on a VRU.

Why do I need my inbox cluttered with auto-generated email that doesn't
answer my inquiry in any meaningful way.  How would a customer feel, if
every time they snail mailed a letter or a complaint to a company, the
company initially wrote back a form letter that stated they're 'really
going to answer my letter the right way, but in the meantime here's 
another
piece of paper that just says we got your letter but no human being has
even looked at it.  I mean I don't want to get on a rant here, but, 
this is
yet another example of people in the service of technology.

-lee



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