Did you know that being overly polite when writing for the web can negatively impact the user experience?
While the odd 'please' can create a positive online environment, when used too often it can have the opposite effect.
So despite what your mammy told you, you don't need to mind your p's and q's too much when creating content online, and here's why.
It's redundant
One of the key elements of UX (user experience) writing is simply getting to the point in as few words as possible.
'Please fill in our form, thank you' may sound sweet, and it softens the request, it makes the sentence three words longer than it needs to be.
While it may not significantly impact the usability of a webpage when used once, the habit must be kicked so all webpages don't end up with hundreds of extra unnecessary words.
It only adds fluff; the user doesn't gain anything from these extra words. In fact, it only delays them from completing their end goal.
It's confusing
'Please fill in our form' - wait, so do I have to? It's too ambiguous, and it can make the user feel like they're being pleaded with when filling in the form is simply a mere suggestion.
It's less assertive
A positive user experience relies on trust, and if the user feels like they're being asked a favour rather than doing something that actually benefits them, it can lead to drop-offs.
The active voice is the most impactful when writing online content. Swap 'please visit our website' for 'visit our website'
It affects user autonomy
If the use of "please" is excessive or feels overly directive, it could potentially be perceived as patronising or coercive, which may impact user autonomy.
Users generally appreciate clear and respectful communication that respects their choices, but they may feel pressured if the language is overly insistent.
To summarise, politeness is generally appreciated, but it's crucial to avoid language that might make users feel compelled or controlled.