an article by Sanne Elling and Leo Lentz (Utrecht University, Netherlands) and Menno de Jong (University of Twente, Enschede, Netherlands) published in Journal of Business and Technical Communication Volume 26 Number 2 (April 2012)
Abstract
Web sites increasingly encourage users to provide comments on the quality of the content by clicking on a feedback button and filling out a feedback form. Little is known about users’ abilities to provide such feedback. To guide the development of evaluation tools, this study examines to what extent users with various background characteristics are able to provide useful comments on informational Web sites.
Results show that it is important to keep the feedback tools both simple and attractive so that users will be able and willing to provide useful feedback on Web site pages.
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