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As the cursor traverses the screen, carrying with it an outline of the source object, it passes over one drop candidate after another. These drop candidates must visually indicate that they are aware of being considered as potential drop targets. By visually changing, the drop candidate alerts users that they can do something constructive with the dropped object. (Of course, this requires that the software be smart enough to identify meaningful source-target combinations.) A point, so obvious that it is difficult to see, is that the only objects that can be drop candidates are ones that are currently visible. A running application doesn t have to worry about visually indicating its readiness to be a target if it isn t visible. Usually, the number of objects occupying screen real estate is very small a couple of dozen at most. This means that the implementation burden should not be overwhelming.

The best way to understand information hierarchy is to analyze the global navigation, URL structure, and internal link usage. The steps for doing this analysis are described in 2.

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Asking questions is quite different from providing choices. The difference between them is the same as that between browsing in a store and conducting a job interview. The individual asking the questions is understood to be in a position superior to the individual being asked. Those with authority ask questions; subordinates respond. Asking users questions makes them feel irritated or inferior. Dialog boxes (confirmation dialogs in particular) ask questions. Toolbars offer choices. The confirmation dialog stops the proceedings, demands an answer, and it won t leave until it gets what it wants. Toolbars, on the other hand, are always there, quietly and politely offering up their wares like a well-appointed store, giving you the luxury of selecting what you would like with just a flick of your finger.

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The most common mistakes I see with information hierarchy have to do with how information is organized and the anchor text that is used to link to internal pages. Luckily, these are generally easier to fix than the more common external SEO factors that are controlled by other website operators.

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Contrary to what many software developers think, questions and choices don t necessarily make users feel empowered. More commonly, they make people feel badgered and harassed. Would you like soup or salad Salad. Would you like cabbage or spinach Spinach. Would you like French, Thousand Island, or Italian French. Would you like lo-cal or regular Stop! Just bring me the soup! Would you like chowder or chicken noodle Users don t like to be asked questions. It cues a user that the application is:

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These are qualities that we typically dislike in people. Why should we desire them in software The application is not asking us our opinion out of intellectual curiosity or desire to make conversation, the way a friend might over dinner. Rather, it is behaving ignorantly or presenting itself with false authority. The application isn t interested in our opinions; it requires information often information it didn t really need to ask us in the first place (for more discussion on how to avoid questions, see 12). Worse than a single question is a question that is asked repeatedly and unnecessarily. Many ATMs continually ask users what language they prefer: Spanish, English, or Chinese This is not an answer that is likely to change after a person s first use. Interactive products that ask fewer questions appear smarter to users, and more polite and considerate. In The Media Equation (Cambridge University Press, 1996), Stanford sociologists Clifford Nass and Byron Reeves make a compelling case that humans treat and respond to computers and other interactive products as if they were people. We should thus pay real attention to the personality projected by our software. Is it quietly competent and helpful, or does it whine, nag, badger, and make excuses We ll discuss more about how to make software more polite and considerate in 12. Choices are important, but there is a difference between being free to make choices based on presented information and being interrogated by the application in

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Most of the clients I have worked with put very little thought into content hierarchy as they developed their websites. For this reason I generally recommend answering very basic information hierarchy questions to get them on the right path to making semantic information relationships. These

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modal fashion. Users would much rather direct their software the way they direct their automobiles down the street. Automobiles offer drivers sophisticated choices without once issuing a dialog box. Imagine the situation in Figure 10-7.

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