设计与产品ux.stackexchange.com
错误信息应该道歉吗？
Should error messages apologize? (2013)
2013 — 2024，它一次次回到首页
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导读
这是 UX Stack Exchange 上的一个经典讨论：产品在错误提示里到底该不该向用户道歉。回答从可用性、心理学研究和真实体验等角度争论：有人主张直接说明问题和解决办法，有人指出人对机器也会产生社交反应，友好语气可能缓解挫败感。
为什么经久不衰：它把一条看似微小的文案问题，延伸到人机交互、责任归属和用户体验设计，至今仍是写错误提示时的实用参考。
HN 评论精选
用户有错时别道歉，应说明原因和解决步骤；错不在用户时再道歉。
如果错误是用户造成的，就别道歉，直接告诉他们怎么解决，不需要写成一篇个人化小作文。比如“很抱歉，您无法删除此文档”不如“当其他人正在查看此文档时，您无法删除它”，更好的是再给出“点击这里查看谁在查看”。如果想在用户做错时道歉，不如把软件做得一开始就不会让用户触发错误；道歉反而暗示用户这样做没问题或受到了不公对待，但实际上用户仍然无法完成操作。若错不在用户，那当然可以道歉并保证问题会被处理，同时清楚说明接下来的预期，比如是否丢失数据。最后，该不该道歉要靠可用性测试看它对软件目标和用户体验有没有影响。
martin-adams查看英文原文
I'd say to forget about apologising when the user was at fault and tell them what they can do to resolve it. No need to turn it into a personalised essay. For example, you could say: "I'm sorry you cannot delete this document" A better message may be: "You cannot delete this document when someone else is viewing it" and even better may be: "You cannot delete this document when someone else is viewing it. Click here to see who is viewing this document". If you want to apologise when the user does something wrong, then build software that doesn't cause the user to generate an error situation in the first place. By apologising you are supporting the fact that it was okay for the user to do what they did or that they were treated unfairly, when it isn't, because the user still can't do it. If the user wasn't to blame, then by all means apologise and reassure them that the issue will be addressed. Also clearly explain what the expectations are from now on, such as, loss of data. That's my take on it, and I wont be apologising for that. But if you want to know whether you should apologise or not, you need to do some usability testing and see if it has any impact on the goals of the software and the user experience.
心理学研究表明，人会把电脑当作社交对象，因此错误提示中的语气和道歉会影响用户。
简短回答：应该。中等回答：媒体等于现实生活。更长的回答涉及 Reeves 和 Nass 的《媒体方程》等研究：即使专家级电脑用户也坚称自己不会受电脑声音性别、表扬或批评、甚至颜色影响，但实验显示他们确实会受影响。人并非不知道电脑不是人，而是长期进化让人对媒体产生类似真实社交的反应。
barik查看英文原文
The short answer is: yes. The medium answer is: media = real life The longer answer is there's an interesting an influential bit of scientific work that might shed some light on this issue, and incidentally, it is also not mentioned in the stackexchange link above. The book is "The Media Equation: How People Treat Computers, Television, and New Media Like Real People and Places." by Byron Reeves [0]. The follow-up work to this is found in "The Man Who Lied to His Laptop: What Machines Teach Us About Human Relationships", also with Clifford Nass and Corina Yen. It is often the case that psychology studies simply confirm what our own intuition tells us. How often have we looked at a psychology study and said, "Duh! Of course that would be the case." It is much rarer to see psychology studies that would yield results completely contrary to what we would expect, and this is what makes the work of Nass et. all so exciting. The most surprising thing about these experiments were that participants, even expert computer users, were adamant that they could not possibly be influenced by a computer who has a female voice vs. a male voice, or a computer that praises versus criticizes, or heck, a computer that has the same physical color that is the favorite color of the user, but it turns out that they are. It is not that people anthropomorphize computers; they clearly recognize that computers are not in fact people -- but hundreds of thousands of years of evolution have hard-wired many of our responses, which are often largely automatic even when our interactions are with computers instead of other humans. As others have indicated, there is a fine line, however. Do you recall the sad Mac? [1] This was an example of the Media Equation that was applied well -- you and I and even naive computer users know that computers don't __actually__ get sick, but you can't help but think so as your first reaction when you see that icon; you might even feel a little sympathetic. Simultaneously, have you ever seen the Clippy Office Assistant? [2] It's notorious for being one of the worst examples in history of affective computing design; unlike the sad Mac, it actually will elicit anger, the opposite of what we would want in a computing experience. [0] http://en.wikipedia.org/wiki/The_Media_Equation [1] http://en.wikipedia.org/wiki/Sad_Mac#Sad_Mac [2] http://en.wikipedia.org/wiki/Clippy
脚本化道歉显得虚伪，错误提示应直接说明问题和修复方法。
我认为不应该。“抱歉，我们所有客服都在忙，您的来电对我们很重要……”有谁真的被这种道歉安抚过吗？这就像《银河系漫游指南》里 Sirius Cybernetics 公司的“真正人格”一样假。错误提示里的道歉也一样，脚本化的道歉只会雪上加霜。直接告诉我哪里出错、怎么修复，别假装有人情味。
tubelite查看英文原文
IMO - No. "Sorry, all our customer care representatives are busy on other calls. Your call is important to us..." Has anyone - anyone! - ever been mollified by this kind of apology? Straight from the Sirius Cybernetics Corporation's Genuine People Personalities( first against the wall when the revolution comes) Error messages which apologize fall into the same bucket. Scripted apologies add insult to injury. Just tell me what's wrong and how to fix it, don't bother pretending to be human.
友好的道歉语气可能缓解挫败感，但要注意分寸。
不管 qmail 有什么问题，每次收到 qmail 服务器的退信，解释说它已经尽力但仍无法发送邮件并为此抱歉时，我都会微笑。这只是个 anecdote，但友好的语气确实更有人情味，能减轻一点挫败感；不过友好和烦人之间只有一线之隔。
wzdd查看英文原文
Whatever qmail might do wrong, I always smile when I get a mail bounce from a qmail server explaining that it tried everything but couldn't send my email, and that it's sorry. Just an anecdote, but I think a friendly tone humanises things and takes a bit of the frustration away. It's a fine line between that at being annoying, though.
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