Concepts

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Error

Be precise

Write out the reason that causes the problem.

Do

Your document could not get imported.

Don't

There was a problem

Don't blame the user

Write in the passive form when the user is the subject and might feel blamed for the error.

Write conversational

Don’t write only keywords but write out full sentences.

Write “please”, if the error was caused by the system

Success

Don't write "successfully" for normal system behavior

Write “successfully” for complex and important actions performed by the user

Empty state

Empty states are our chance to communicate directly with our users. Never leave a blank space and use this chance to introduce/encourage the user to the feature.
BUT: Fill this space with informative and useful information. Keep in mind that all text you’re writing must bring value to our users.

Types

Empty states come in 3 types:

Regular
Positive
Negative

Choose the type according to the feature/area you are writing for and what the user should do to fill the empty space.

Use cases

All settings are cleared up.

Ex: User cleared all settings within a configuration.

Regular

All actions are completed.

Ex: User completed all assigned tasks.

Regular
Positive

No content to display.

Ex: File Cabinet is empty.

Regular

First use.

Ex: User opens a function for the first time, and no settings are made so far.

Regular
Positive

Onboarding.

Ex: User opens a function for the first time, and needs to be onboarded.

Regular
Positive

Error – No results to display.

Ex: User performs a search and the query is empty, or there aren’t any data to show.

Negative

Error – Something goes wrong

Ex: A website can’t be displayed.

Negative

Regular

Use positive and active wording

Don’t state what there is not but what there could be.

Do

Your open tasks will show up here

Don't

You don’t have any tasks currently

Describe the function

Write informative and give the user the necessary information for successful use.

Don’t use exclamation marks, and keep the text matter-of-factly

The text should be written in a matter-of-fact way. Without exclamation marks or overstatements.

Do

Transfer defines rules for transferring documents.

Don't

Transfer is the best feature to define rules for transferring documents.

Write instructions on how to proceed

Give users the information they need to use the function.

Do

Add characters or spaces to the “Separator” field above.

Don't

Preview not available.

Positive

Show a little excitement

Sprinkle some cheer in positive empty states by writing “Well done!”. Make them aware that they’ve just completed their activities and encourage them to go on like this.
BUT: Don’t write overstatements and get too casual here. We still want to keep a professional and informative voice.

Do

Well done!
You completed all your tasks.

Don't

You don’t have any tasks currently

Use exclamation marks carefully

Write only one exclamation mark per component.

Negative

Don’t accuse the user of doing something wrong

Even if the user caused the error. Write positive and don’t shame them.

Inform users about the concrete error and give instructions on how to proceed

Give users the information they need to solve the error.

Do

No matching documents found.

Here are some useful tips for your next search:

Check your used search dialog
Ask your administrator for your current permissions

Don't

There are no documents matching your search.

Don’t use exclamation marks, and keep the text matter-of-factly

In this situation, too enthusiastic writing and using exclamation marks may raise the user’s stress level.

Do

Something went wrong. Please reload the website.

Don't

This page is not reachable!

DocuWare Design

Concepts

Error

Be precise

Do

Don't

Don't blame the user

Write conversational

Write “please”, if the error was caused by the system

Success

Don't write "successfully" for normal system behavior

Write “successfully” for complex and important actions performed by the user

Empty state

Types

Use cases

Regular

Use positive and active wording

Do

Don't

Describe the function

Don’t use exclamation marks, and keep the text matter-of-factly

Do

Don't

Write instructions on how to proceed

Do

Don't

Positive

Show a little excitement

Do

Don't

Use exclamation marks carefully

Negative

Don’t accuse the user of doing something wrong

Inform users about the concrete error and give instructions on how to proceed

Do

Don't

Don’t use exclamation marks, and keep the text matter-of-factly

Do

Don't

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