This page explains some of the usability issues that apply to contact/feedback forms. For free code implementing these guidelines, see the PHP Contact/Feedback Form.
When to use contact/feedback forms
Contact and feedback forms help users that don’t currently have access to their e-mail software — for example, users accessing the internet from a cybercafé or a computer at work. As a result, they form a useful addition to any website.
Website authors should be aware, however, that it may not be a good idea to offer a contact/feedback form as the only way of making contact. Many authors (included myself) do this to avoid problems such as spam, HTML e-mails, and e-mails sent with attachments. Generally authors operating their own site (such as this one) can do this, but if a large company doesn’t offer an e-mail address then many users may think the company does not care about its customers’ inconvenience.
Anonymous forms
Contact/feedback form authors must decide whether users should be able to send a message anonymously. This can have advantages, in encouraging shy users to send messages, but it also makes the system open to abuse by those who use anonymity as an excuse to send abusive messages. Even if users are required to enter their e-mail address, they may enter the address of someone else, although confirmation messages can help solve this problem.
Confirmation messages
Sending a confirmation message to the user, including a copy of their e-mail, solves two problems with contact/feedback forms. It makes it harder for users to abuse the form by entering the address of someone else, as that person will now know their address has been used. The confirmation message should explain to the recipient that the information was entered on an online contact/feedback form, and that if their address was used without their consent they are under no obligation.
When a person uses their e-mail software, it saves a copy of sent messages for future reference. By e-mailing a user a copy of their message, they not only have confirmation their message was sent, but also a copy for future reference.
Other issues
The usual guidelines for forms apply to contact/feedback forms. In particular, make sure that the controls are labelled, and do not ask the user for unnecessary information (the safalra.com contact form only asks for their e-mail address and a message, for example).
For more information on forms, and other usability issues, see Jakob Nielsen’s excellent book, Designing Web Usability:
- Designing Web Usability at Amazon.com
- Designing Web Usability at Amazon.co.uk (for British readers)