Contact Us: Great and Gross Examples

Julie Vollenweider

Contact us. Contact. How to contact us. It’s everywhere online. Often, it’s the reason for visiting a site—to connect with an individual, a company, or a group.

Proof points:

  • Googling “contact us” yields 1,540,000,000 results. A BILLION AND A HALF.
  • The government expects all federal websites to have a contact us link on every page.
  • When a phone book lands on my front stoop, it moves directly to the recycling bin.

Despite the fact that well . . . everyone is looking to make contact, every website seems to do it a little differently. Here are a few examples to seed the conversation, and our "Contact Us" set on Flickr:

A la carte contact

If you’re poking around on Apple’s site, and decide you’d like to make contact:

Scroll to the lower-right corner of the page (any page) and click the “contact us” link. From there, you can scan for a relevant topic that prompted your contact query. Information is presented in a variety of formats—mailing address, phone numbers, related links, popular topics and e-mail.

YAY: There’s a solution for everything. From actually making contact to getting more information to help answer a question—it’s in there.

NAY: There’s a solution for everything. It’s a lot to absorb and may even be considered overwhelming if you aren’t committed to dig in and find what you need.

Concise contact

Minneapolis drama devotees can uncover a lot of information online for the Fringe Festival. What if you need more?

Use the left navigation, to find a persistent link to “contact us.” It’s just what it says – simple, clear information about contacting Festival staff. Includes a mailing address, phone, fax and online form to submit a message.

YAY: There are no frills here. It’s just what it says, “contact us.”

NAY: Not a big fan of asking people to classify the subject of their message. The choices are never accurately descriptive (i.e., there’s no option to “whine,”  “complain,” or “send angry note”).

In touch with Twitter

For people who are on the Twitter train, there’s an easy-to-spot link in the footer for making contact.

Click “Contact,” and you’ll arrive at a page titled “About Twitter” with a “Contact us” subhead.

Here, you can visit the blog for more information, check out an online support center, get the mailing address or email for partnership and press inquiries. There’s no phone number, but then again, in the office beauty shot on the contact page, there isn’t a phone in sight.

YAY: In this case, it makes sense to package “About” and “Contact” information together – they’re both succinct and a fair amount of the topics are likely reasons people would make contact.

NAY: It’s odd that there isn’t an option to use Twitter as a form of contact. Oh, wait. There IS a Twitter ID to message about spam—but you only find that after clicking “Customer support” on the contact page.

Are my expectations too high? Possibly. But the truth is that a little TLC for online “contact” can make a huge difference in customer experience.