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The system should always keep users informed about what is going on, through appropriate feedback within reasonable time.

Jakob Nielsen

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Jakob Nielsen
System
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Keep
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Informed
Always
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Time
Users
Appropriate
Reasonable

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Compared to 1999...we cannot quite declare victory, but we can declare progress.
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A bad website is like a grumpy salesperson.
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Windows '98 is so similar to Windows '95 because Apple hasn't invented anything worth copying since 1995.
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Designers are not users.
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The web is the ultimate customer-empowering environment. He or she who clicks the mouse gets to decide everything. It is so easy to go elsewhere all the competitors in the world are but a mouseclick away.
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Even though it is better if the system can be used without documentation, it may be necessary to provide help and documentation. Any such information should be easy to search, focused on the user's task, list concrete steps to be carried out, and not be too large.
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...the book is a manifesto to make the Web atone for the sins of computers and regain a level of simplicity that can put humanity at peace with its tools once again.
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