Error Processing

Error Message Effectiveness

2010-03-14T09:01:00.001-07:00

A poor underlying model is often revealed through casually thrown (or thrown off) error messages. One post hoc way to address this deficiency -- though it may not improve the model's weaknesses -- is to request feedback from message recipients. Microsoft Office users are sometimes requested to indicate whether a particular message is effective, as shown in this screenshot. Not all messages offer this feature; it would be interesting to know how Microsoft determines which messages deserve this treatment, and what internal workflow accompanies the feedback.

Posted via email from knowlengr

The Challenge of "Model Level" Software Errors

2010-03-13T07:23:00.001-08:00

Most of the screenshots collected in errorprocessing.com involve obvious errors. Messages that are painfully obvious are thrown onto the screen, or traceback messages of use only to developers replace "normal" screens. There are other sorts of errors. Some errors are more abstract, or, stated in MVC / DSL language, occur at a higher level in the software model. In this case, a screenshot may not reveal the error.

A recent example occurred when activating a replacement phone with Sprint. The Sprint web content that solicited the phone identification strings directed users to phone-specific instructions on programming the phone to reflect the new phone activation steps. I clicked into the phone-specific page, but instead of the new phone's instructions, the web content showed the old phone instructions. After 15 minutes of browsing the Sprint site failed to find FAQs for the new phone, I resorted to Google, which returned the specific URL needed: http://support.sprint.com/support/device/HTC/HTC_Touch_PRO-PPC6850SP. Result? No screenshot, but an error nonetheless.

Considering how software test applications must be developed to detect failures of this sort, it is perhaps clearer why knowledge engineering is an integral part of developing model semantics as an integral part of software engineering.

Posted via email from knowlengr

Error Processing Via Cartoon / Clip Art

2009-05-12T09:39:00.000-07:00

Some might argue that if an application is going to fail, it should do so with a human touch. Perhaps, but helpfulness is to be preferred over humor. In this warning message from URL-shortener and URL-tracking utility bit.ly, the cartoon approach is given top billing.

"Forbidden!" - It's not a game, Mildred

2009-05-07T08:16:00.000-07:00

Give Google Sites a poorly formed URL and receive this message from the webserver. Error 403 is commonplace, routine in web dev circles, but isn't so common that users recognize its cause and realize that it's essentially innocuous. The "forbidden" message has a misleading tone.

"System Unavailable" - But Not Really

2009-05-04T19:20:00.000-07:00

This glitch (22 March 2009) with a recently updated Schwab website appeared to be caused by a difference in how workflow was conducted to authorize ACH transfers between a Schwab account and non-Schwab accounts. The CSR was able to straighten it out by changing the order in which screens were traversed. It most certainly was not because the system had become suddenly "unavailable."

Something Technical This Way Comes

2009-05-04T19:05:00.000-07:00

Twitter (10 March 2009) recognizes a problem, but doesn't recommend anything. Did the last status message get sent? Perhaps Twitter doesn't know? Should I resend?