Contact us
August 27th, 2008
I’ve had two conversations in the past two days that have revolved around two words: “Contact Us.” Two little words that just about everyone has on their website. And probably the most under utilized part of that website as well. We’re looking at our own clunky “contact us” option for the Brains on Fire website as well, so bear with me as I’m trying to wrap my head around it.
So I’ve been on a search around the interwebs, and found a number of sites that basically want you to contact them only if you have a problem. In other words, the only communication that you might have with them after you buy their product or service is going to be when you’re in a bad mood. And that can’t be a good exchange.
There are SO many tools these days to communicate on the internet. (Maybe even too much to choose from.) But before we go and start implementing the fancy, flavor-of-the-week ones, we need to hunker down and take a good hard look at the basics first. Even Brains on Fire. And believe me, I’m open to suggestions.
Other posts by Spike.
Jackie Huba says:
Spike,
August 27th, 2008 at 8:50 amI think it is just simple. You need a big honkin “contact us” link on the front page of the site that links to a page with your phone number. Am I missing something? Is it more complex than that?
Cale Johnson says:
Hello Spike,
I think you’ve just hit on a great opportunity to zag, given that everyone seems to be zigging.
The cold “contact us” has so permeated Web culture that we all pretty much present it in the same way (including me!).
This means there’s a window for someone to do it remarkably. Live chat, webcams, Twitter links and feeds, etc.
But I think there’s a more basic question here, and that is, how do we (and our brand) want to talk to the world? How accessible do we want to be? Do we invite conversation?
But yeah, “contact us” is a huge opportunity.
And speaking as someone who tried out your contact process about a week ago, I suppose in fairness it’s a bit clunky. I assume “firstarter” heads your way, but does it? Who is likely to pick up that phone listed?
But again, this is a bit of a branding decision. How do you want the world to contact you? Right now, there’s four immediate ways: snail mail, phone, e-mail and this blog.
I’m not sure it’s about having the most channels as much as it’s letting the world know which one is your favorite - or knowing which one is your customers’ favorite.
August 27th, 2008 at 9:58 amDick Carlson says:
I can never look at a “Contact Us” link without remembering my favorite detective, Nero Wolfe. He once refused to accept a client because she persisted in using “contact” as a verb.
(If you say “contact us” you are asking me to take a five iron and give you a whack.)
But in terms of connecting with BOF, I suppose it depends on what it is you want me to be doing. Maybe there should be choices — “share your experiences” and “ask us a question” and “apply for a job” and “give us your business” and “complain about our work” would all be different kinds of connecting.
I have links on my blog, and very few people ever contact me, either via mail or five iron.
August 27th, 2008 at 10:45 amChris says:
I definitely see your point. BUT, I totally dig your hangman game followed by the “For a good time, call” business card.
I’ll play devil’s advocate for a moment, though - have a “Contact Us” or “Contact” or “Locations” in the menu of your site can work for several reasons, chiefly because the visitor to your site knows - right off - exactly where to go to contact you. Does it lose a level of engagement? Potentially. Does it keep the client from having to think “is this where I want to click?” Yes.
So there’s two sides of the coin, to be sure.
August 27th, 2008 at 11:37 amBilly says:
That hangman thing is cool. I agree. But I think it’s been done before…
August 27th, 2008 at 2:47 pmMatt says:
Maybe there could be our phone number in big letters at the top that says “Call Matt Now!! No reason needed!!!”
I feel like that would lead to some fun conversations!
August 28th, 2008 at 5:40 amJon says:
I see no reason why a phone and general email shouldn’t be listed on every page of a site. It can be integrated pretty clean, at the top of the page within the layout.
Then, also include a more detailed contact page for specifics - question, employment, departments, etc. But at least people should be able to pick up the phone and reach you immediately if they need to, without going on a “contact us” hunt.
Our company suffers from this too, and we’re changing it. It’s such a simple thing that people overlook it, spending their time dealing with product pages, layouts, etc. Thanks for the thought provoking post, Spike!
August 29th, 2008 at 6:34 amCarrie says:
I like the old bathroom stall approach…”For a Good Time Call…”
August 31st, 2008 at 4:03 pmBut that makes me ask….has anyone ever called one of those numbers? If so, was it good?