Error Handling
Nothing is more frustrating for a user then to experience a "Unknown Error" or a 404 error. Proper error handling breaks down barriers for all users. The goal of proper error handling is to keep the user from "jumping ship" or leaving your site because they encountered an error. In order to comply with usability standards, the user must be able to work through errors and proceed to an alternative solution if one is available. If a solution isn't available, then there should be contact information for the user to access. webmaster's should consider writing custom error messages to guide the user to a preferred or alternative solution.
Designing Usable 404 Pages
There are a variety of scenarios that a user will encounter a "404" problem:
- Changes to Document Properties
- Mistyping
- Truly Nonexistent Documents
- There's no set of rules or recipes that will make your Error pages perfect. Instead, focus on delivering a better user experience, and take action when required.
- Do Not Redirect Without Permission - Redirecting people to the homepage - or any other place, for that matter - without an explanation is simply impolite, and will only confuse your visitors.
- Do Not Call it "Error 404" - We all know what an "Error 404" stands for, but does anybody else? Write custom descriptive error messages when ever possible.
- Do Not Assume it's the Visitor's Fault - Always offer some kind of
explanation for what the user is experiencing. At this point, we have
no way to know what went wrong, so a generic, friendly message is in
order; something like:
"Your document could not be found. We apologize for any inconvenience." - Offer a Site Map - A valuable place for a link to a site map is on an error page. It provides a global view of the content structure of your site, and can provide hints to your visitors and will help them find what they're looking for.
- Make this Page Stand Out - While it's important to apply your branding and make the error page look as if it's a seamless part of the site, you need to let the visitor know that something unexpected is going on, at first glance.
- Include Contact Information - Basic contact information including phone number and email need to be on every custom error page.
- Fix Broken Links - Be proactive - try and keep your site up-to-date and fix broken links.