By Matthew Linderman, published in New York by New Riders in 2004.

ISBN: 0-7357-1410-X

General Notes

Avoid reset buttons.

Adjust settings on server to allow for common typos and misspellings for URLs (for example ww instead of www). Setup wildcard domains (*.yourdomain.com).

Eliminate extraneous navigation elements during a multi-step process such as a checkout or registration.  Avoid distracting the user.

Study customer support inquiries

Solicit feedback.

Analyze server logs

Look outside for help

Put someone in charge

Build a contingency design knowledgebase (track issues and solutions)

Prepare to fail (admit things will go wrong)

Stores

Indicate availability immediately

If unavailable, provide a backup plan.

Notify by email when in stock

Search Engines

Plan for imperfect searchers

Study previous search results to identify problems

If search returns an avalanche of results, offer means of narrowing results.

If no results return, offer an easy way to expand results

Explain how search works, give examples and tips.

Forms

Indicate required fields with an asterisk and/or include the word 'required' or 'optional' next to each field.

Indicated required field titles in bold.

Provide formatting examples for data

Provide pulldowns or lists to ensure accurate data.

Use Javascript to disable buttons once they are clicked (have them fade out or change the text on the button).

Offer contextual help right on the form.

Custom 404 Pages

Include the company's name and logo.

Include an explanation of why visitor is seeing the page

A list of common mistakes that explain the problem

Links back to home page and/or relevant pages

A search engine to help find right information

An email link for visitors to report errors/problems

Acknowledgement Emails

Use tracking numbers as a reference

Provide a clear and accurate subject line

Explain what to do next if issue is unresolved

Sign the email.

Errors

Clearly state the error at the top of the page and the problem area that needs to be corrected.

Indicate problem are with bold red text

Draw attention to the problem with an alert icon or graphical cue

Offer possible solutions to the problem.

Do not force visitors to retype data correctly, accept alternative formats.

Accept all valid data and only ask for problem info (do not send them back to the same form).

Be consistent in all error messages.

Crisis Points

Lead with a clear heading and the most important information

Offer bullet points not blocks of text

Use bold red text and color variations to highlight crucial information

Edit copy so that it is brief and meaningful.

These are notes I made after reading this book. See more book notes