Communication 
The internet is an interactive medium and the way a web site communicates with its users is very important for the overall user experience. Unfortunately, a lot of web sites seem to lose sight of the importance of communication just when it matters most; when the user is asked for input. Pity, because users who feel like they don't know what they have to do, have a tendency to feel stupid. Because nobody likes feeling stupid, a lot of users leave the site that makes them feel this way. A clear communication with users is therefore of the utmost importance.

Keep it simple 
To limit the length of the instructions and the possible mistakes of the user, it is important that the form itself is constructed as simply as possible. Unnecessary details only confuse users. Providing instructions can help users but it can't save a form that has no inherent logic.

Instructions first 
Users have a tendency not to read pages on the internet but to scan them for important information. Make sure your instructions are in a place where they are sure to grab users' attention, preferably at the top of the page and directly above the form. To ensure users see the instructions, you can put the text in bold type. A lot of sites put the instructions for filling out the form underneath the form itself, which means users have to either scroll down or read the entire form before they know what to do. This is of course not the right way.

Standards
If you include a form on your site, stick to the standards. Required fields are indicated with an asterisk (*) placed before the field. Don't invent new ways of indicating which are the required fields by using exclamation marks or other symbols but just stick to what users know and use the standard.

Language 
Correct language is always important in communication and that's the same when it comes to forms. If your site is available in different languages, make sure the instructions and error messages are in the language the user is surfing in. Also be aware of the terminology you use. Be as succinct as you can and avoid the use of technical or specialist vocabulary.

Consistent 
If you have more than one form on your web site, make sure all the forms are built in the same way so your instructions are the same. Users don't want a new set of rules for each form.

Els Aerts & Karl Gilis

A more in depth version of this article has appeared in Tips & Advies Online Ondernemen, year 5, number 16 (Belgium and the Netherlands).