Bad help lines and instructions may form user expectations in unnecessary and dissatisfactory ways. For instance, users who download software via the Web usually need to wait for some time till the process ends. Well-written help lines can create a productive user attitude towards the waiting time (as opposed to an annoyed and dissatisfied attitude). Some examples:
Not good: "We may need to take several minutes of your time."
How does this message make you feel - energized? Most users will feel drained from energy ("Oh, no. I really don't have the time for this."):
Removing the "you" and "we" words improves the situation slightly:
Better: "This may take several minutes."
The implicit message in this help line is realistic yet unproductive. Users "may" need to wait for 10 minutes or more. Argh! A more informal message makes the situation more acceptable and comfortable:
Better: "Please wait a few minutes."
The user now knows that he should be patient. But only for "a few" minutes. This perceived response time is easier to accept compared to a process that "may take several minutes".
