Be a Good Host; Let Your Visitors Speak
How hard is it for your site visitors to send you a
message? Can they do it at all?
As a business site, your visitors sustain you.
Not providing contact methods is rude; it can result in
missed opportunities to improve your site and raise your
income. Not listening to what your visitors have to say is
impolite.
Here are a few examples of how you and your business might
benefit:
- A visitor tells you about something you could
easily implement for better site navigation.
- There is an obvious and embarrassing typographical
or grammatical error on a page, and someone lets
you know.
- You are notified that a download link consistently
retrieves a broken file.
- Someone makes a request that gives you an idea that
will result in your financial independence.
- You can be told about problems with your product
or service, rather than have the customer spread
dissatisfaction noises throughout the internet with
"... and their web site doesn't even say how to
contact them!"
- A prospect may need more information about a
product before they will buy. If they can't get it,
they aren't gonna :)
Without feedback, site owners can't respond to what their
visitors want and expect or what tests their patience. To
stay in business, your site must be responsive.
Besides, not providing contact methods is disrespectful of
your visitor's needs, intelligence, and good will.
For most sites, contact methods should include all of the
following:
- Email address (see below about spammer's email
address harvesters).
- Postal mailing address, including country name.
- Telephone number.
- A feedback/contact form.
Give your visitor a choice and s/he will be much happier.
If some contact information is absent, visitors may get the
impression you are trying to hide. That will destroy the
customer confidence your business requires.
Specifying an email address can be fodder for spammer's
email harvesting robots. To prevent your address from being
harvested in that way, create a graphic with your email
address on it. Then use the image instead of text.
If you link the image to an href="mailto:____" link, the
email harvesting robots can grab it. See "Advanced Email
Link Generator with Anti-Spam Encoder" for some protection.
For best spammer protection, omit all email addresses from
your source code. We use the image method, which allows
only people to have access to our email address, and a
contact form. Most people prefer to use the contact form.
The free CGI script, Master Feedback, is for simple
contact forms. Master Feedback is designed to help you
spam-proof your site.
The commercial CGI script, Master Form V4, has more features,
including the ability to store collected information in a
database. Master Form could be useful if your contact or
other forms need to be more complex.
If you do not have CGI available for your site, there
are sites that will host your scripts. Some charge a fee.
Others do it for free but display advertising.
You need a contact form. It shows respect for your visitors
by providing an easy way to communicate with you. A form is
easier than an email link because the form is right there
and an email link needs to launch the email program before
your visitor can begin typing.
Responding to your visitors in a timely manner with
appropriate answers can generate much goodwill and loyal
customers.
I've seen the argument saying email links are preferable to
contact forms because it ensures a valid email address. But
when you think it through, that reasoning has several flaws.
First, and of least consequence, most people know how to
type their email address and rarely make intentional typos.
Yes, there are a few, and if that bothers you then you may
want to forego the contact form. But if you use either of
the CGI programs mentioned above, they will catch email
addresses that are incorrectly formatted.
Second, using a contact form allows your visitors to send
you anonymous email by providing a fake, albeit correctly
formatted, email address. This is important. Some people
will say constructive things about your site so long as
they know you won't bother them with email they don't want.
Many people feel their email addresses are being abused and
don't like to give them out. Also, with anonymous messages
people tend to be more honest about their feelings.
Third, a form is so easy that some people will use it who
wouldn't otherwise bother.
However you do it, be a good host. Let your visitors speak.
Question:
Did you find this article interesting and understandable? How can it be improved?
Your response is anonymous.
When done typing, click anywhere outside the box. [more info]
Will Bontrager
©2001 Bontrager Connection, LLC
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