Be Humble, Helpful, Human in Your Error Messages: Examples from Twitter and Facebook

I’m thinking about error messages, and how two examples I stumbled upon just today — both short, both probably related to some temporary system problem, and both on popular social media sites — contrast wildly in their approach and in the resulting customer satisfaction I’m now feeling. One site uses humility, helpfulness, and humanity — and the other is completely devoid of those qualities.

The two sites I’m talking about you’ve probably heard of: Twitter and Facebook. Continue reading