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The tone of your error messages can have a significant effect on how your users
interpret them.
Be positive
Instead of telling the user what they did wrong, tell the user how to get
it right.
Not recommended
You didn't enter a name.
Recommended
Enter a name.
Not recommended
You entered an invalid postal code.
Recommended
Enter a valid postal code. [Explanation of valid postal code.]
Not recommended
ANSI C++ forbids declaration 'ostream' with no type 'ostream'.
Recommended
ANSI C++ requires a type for declaration 'ostream' with type 'ostream'.
Don't be overly apologetic
While maintaining positivity, avoid the words "sorry" or "please."
Focus instead on clearly describing the problem and solution.
Not recommended
We're sorry, a server error occurred and we're temporarily unable
to load your spreadsheet.
We apologize for the inconvenience. Please wait a while and try again.
Recommended
Google Docs is temporarily unable to open your spreadsheet. In the meantime,
try right-clicking the spreadsheet in the doc list to download it.
Avoid humor
Don't attempt to make error messages humorous. Humor in error messages can
fail for the following reasons:
Errors frustrate users. Angry users are generally not receptive to humor.
Users can misinterpret humor. (Jokes don't always cross borders well.)
Humor can detract from the goal of the error message.
Not recommended
Is the server running? Better go catch it :D.
Recommended
The server is temporarily unavailable. Try again in a few minutes.
Don't blame the user
If possible, focus the error message on what went wrong rather than assigning blame.
Not recommended
You specified a printer that's offline.
Recommended
The specified printer is offline.
Multiple choice exercise
Which of the following error messages do not use the
appropriate tone?
[null,null,["Last updated 2025-03-31 UTC."],[[["\u003cp\u003eUse a positive, instructive tone in error messages, guiding users on how to rectify the issue rather than simply stating the problem.\u003c/p\u003e\n"],["\u003cp\u003eAvoid unnecessary apologies or humor, as these can be misinterpreted or detract from the message's clarity.\u003c/p\u003e\n"],["\u003cp\u003eMaintain a neutral and objective tone, focusing on the issue itself rather than blaming the user.\u003c/p\u003e\n"],["\u003cp\u003eEnsure error messages are clear, concise, and easily understood by providing specific details and potential solutions.\u003c/p\u003e\n"],["\u003cp\u003eConsider cultural nuances and user expectations when crafting error messages for a global audience.\u003c/p\u003e\n"]]],["Error messages should focus on positive solutions rather than user mistakes. Instead of pointing out errors, direct users on how to correct them. Avoid apologies and humor, as these can be misinterpreted or detract from the message's purpose. Frame the issue objectively, without blaming the user. Messages should be clear and helpful, offering solutions or alternative actions, like providing clear instructions. The exercise highlights that apologetic or humorous tones are inappropriate for error messages.\n"],null,["# Set the right tone\n\n\u003cbr /\u003e\n\nThe tone of your error messages can have a significant effect on how your users\ninterpret them.\n\n### Be positive\n\nInstead of telling the user what they did wrong, tell the user how to get\nit right.\n\nNot recommended\n\u003e You didn't enter a name.\n\nRecommended\n\u003e Enter a name.\n\n*** ** * ** ***\n\nNot recommended\n\u003e You entered an invalid postal code.\n\nRecommended\n\u003e Enter a valid postal code. *\\[Explanation of valid postal code.\\]*\n\n*** ** * ** ***\n\nNot recommended\n\u003e ANSI C++ forbids declaration 'ostream' with no type 'ostream'.\n\nRecommended\n\u003e ANSI C++ requires a type for declaration 'ostream' with type 'ostream'.\n\n### Don't be overly apologetic\n\nWhile maintaining positivity, avoid the words \"sorry\" or \"please.\"\nFocus instead on clearly describing the problem and solution.\n| **Note:** Different cultures interpret apologies differently. Some cultures expect apologies in certain situations; other cultures find apologies from software corporations somewhat insincere. Although this lesson suggests avoiding apologies, be aware of your target audience's expectations.\n\nNot recommended\n\u003e We're sorry, a server error occurred and we're temporarily unable to load your spreadsheet. We apologize for the inconvenience. Please wait a while and try again.\n\nRecommended\n\u003e Google Docs is temporarily unable to open your spreadsheet. In the meantime, try right-clicking the spreadsheet in the doc list to download it.\n\n### Avoid humor\n\nDon't attempt to make error messages humorous. Humor in error messages can\nfail for the following reasons:\n\n- Errors frustrate users. Angry users are generally not receptive to humor.\n- Users can misinterpret humor. (Jokes don't always cross borders well.)\n- Humor can detract from the goal of the error message.\n\nNot recommended\n\u003e Is the server running? Better go catch it :D.\n\nRecommended\n\u003e The server is temporarily unavailable. Try again in a few minutes.\n\n### Don't blame the user\n\nIf possible, focus the error message on what went wrong rather than assigning blame.\n\nNot recommended\n\u003e You specified a printer that's offline.\n\nRecommended\n\u003e The specified printer is offline.\n\n### Multiple choice exercise\n\nWhich of the following error messages do not use the\nappropriate tone?\n\n1. Sorry, you are not allowed to leave feedback.\n2. You entered an invalid title for your item.\n3. 404 Error. Oops, that is embarrassing. \n1, 2, and 3. \nAll of these errors are inappropriate. \n1 \n1 is inappropriate, but that's not all. \n2 \n2 is inappropriate, but that's not all. \n3 \n3 is inappropriate, but that's not all.\n\n\u003cbr /\u003e\n\n\u003cbr /\u003e\n\n**Next unit:** [Want to play a game?](/tech-writing/error-messages/want-to-play-a-game)"]]
