The reservoir of goodwill

Things that diminish goodwill:

  • Hiding information that I want.
  • Punishing me for not doing things your way.
  • Asking me for information you don't really need.
  • Shucking and jiving me.
  • Putting sizzle in my way.
  • Your site looks amateurish.

Things that increase goodwill:

  • Know the main things that people want to do on your site and make them obvious and easy.
  • Tell me what I want to know.
  • Save me steps wherever you can.
  • Putt effort into it.
  • Know what questions I'm likely to have, and answer them.
  • Provide me with creature comforts like printer-friendly pages.
  • Make it easy to recover from errors.
  • When in doubt, apologize.

Based on the Steve Krug's book "Don't make me think"