A Note Concerning Feedback and Queries for Web Pages
Namik Delilovic (Graz University of Technology, Austria)
Hermann Maurer (Graz University of Technology, Austria)
Abstract: When studying a web page, the common problem is that users notice a mistake, or feel that some vital information is missing, or do not understand some explanation or wording. The possibly supplied list of frequently asked questions and answers is often not helpful, and trying to contact the web administration can be quite frustrating. In this note, we discuss methods that make it easier for users to send and receive meaningful feedback from a web server when needed. The problem is that the system has to be easy to use, yet must avoid misuse by a possible attacker and that the server administration gets valuable feedback, yet is not overwhelmed by the requests. After studying and experimenting with various techniques, we report on a solution that allows users to send feedback or ask questions, yet remain anonymous if desired, and also protects the web server by filtering feedback and questions using language recognition techniques. We propose and report on an implementation that makes such feedback mechanisms available to users whenever they feel the need for it.
Keywords: anonymous feedback, usability, user interface
Categories: M.3, M.6