# How to write messages ## 👋 Introduction Messages in the product, like error messages, success messages, are a combination of titles, body copy and buttons. When written well, they give the user feedback, clarity and reinforce brand voice. *** ## 1️⃣ Error messages An error message interrupts a user’s flow and can be frustrating. A good error message eases that frustration by explaining the problem, providing a solution, and turning the delay into a neutral, if not pleasant, experience.

> **Describe the problem—**Tell the user what went wrong and why the system responded with an error.

> **Describe the solution—**Tell the user what to do to complete the process. If there is no solution, offer an alternative action such as turning to support.

> **In standard error messages,** you can leave out either the description of the problem or the solution to the problem.

> **Make it human—**Rewrite the error message to reinforce the brand’s personality and to speak like a human. *** ## 2️⃣ Success messages When users complete a task successfully, they expect a success message to confirm that the action was completed and to tell them what the next step is. There are four components of a good success message.

> **Confirmation—**Give a clear indication that what the user wanted to do, did in fact occur.

> **Consequence—**Now that the user has completed the action, what can they expect?

> **Guide users forward—**Direct the users to a mandatory or optional next step.

> **Go beyond the template—**Do not use a template “x successfully completed” message for every time. Speak to your user with warmth. *** ## 3️⃣ Loading states Every system needs time to load, process data or run a search. While the user is waiting, changing text, animation or even a progress bar can shorten the perceived time.

> **Inform the user—**Tell the user what the system is doing for them.

> **Delight the user—**If the loading time is long, suggest an alternative way to spend time or reinforce brand voice. *** ## 4️⃣ Empty states Empty states can set the expectation and build excitement while indicating that the empty space is intentional. Empty states can be just a title, or a title and description and a button. ### Feature before first use

> **Tell the user what is supposed to be there—**If a user has never used a feature and lands on an empty page, it will turn them away,

> **Add instructions—**Tell the user how to use the feature. *** ### Feature not in use

> **Tell the user why there is nothing there—**Set expectations with the user and let them know that nothing is wrong.

> **Encourage the user to use the feature—**What can the user do next? Direct them to action. *** ### Search Sometimes, when a user searches for something, the system might not have anything to show. When this happens, use the empty state to inform and suggest.

> **Inform and suggest—**Tell the user that you didn’t find what they were looking for. Suggest other ways to find what they were looking for. For example: try rephrasing your search, search for a category, check spelling. *** ## 5️⃣ Dialog boxes Dialog boxes are useful and necessary, but that they interrupt a user’s flow. Write the copy so that the user needs to spend as little time as possible reading and understanding the copy. ### Titles

> **Be clear—**The dialog box is used for alerts or confirmations. In the title, speak about the action the user will take.

> **Be brutally concise.** *** ### Buttons

> **Be consistent with the title—**Use the same verb in the title and the button. Using two different verbs will confuse the user.

> **Be descriptive—**It’s important that the user knows exactly what will happen when they click on a button.

> **Keep two buttons—**Most dialog boxes need just two buttons. Add a third button only if there is a third action. *** ### Body

> **Not all dialog boxes need body copy.** If there is nothing to add, don’t add body copy in the dialog box.

> **Inform the user of the consequence—**If the action has a consequence the user should know about, write that in the body copy.

> **Suggest an alternative action—**If the user can pursue an alternative course of action, let them know in the body copy. ***