In the context of a web app, which makes for a better User Experience: using copy that states the facts as simply as possible or copy that speaks in casual language, yet could end up being more wordy?
Here are 3 examples as the answer may be different depending on the situation:
Example 1
Short and Simple: OPEN
Casual: OPEN your document
Example 2
Short and Simple: Error: Unable to send. TRY AGAIN
Casual: Oops! We were unable to send your message. Would you like to TRY AGAIN?
Example 3
Short and Simple: CANCEL, SAVE, CLOSE
Casual: Would you like to SAVE this first or CLOSE without saving? Nevermind, take me BACK.
I gave 3 examples, but there are others. Short and simple is nice and to the point, but casual language can help users understand and gain clarity with the small penalty of possibly being more wordy.
Followup Questions:
Is casual text better most of the time?
When should you use one way over the other?
Are there any studies that have been conducted on this subject?
Answer
It depends on the application itself. Is it in a formal context the language and instructions should be formal. Most users would not trust a Bank or Government who said: "Dude, you didn't get your social security number right. Please enter a correct one". It's an extreme case, I know. On the other hand, some user would maybe like the favourite online T-shirt store to use casual and less formal language on instructions.
It also depends on the intended user. If it's everyone one should be careful on instructions and error messages, but if the intended user is narrowed down to poker playing young men up to 30, it would be much easier. Then one should use the language they use in daily life. Context and Intended user is what determines which kind of language to use.
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