I'm aware that mailto: links only work for people who use a mail client. Assuming most novice users don't, is it safe to assume that contact forms are only appropriate when the target audience isn't a tech-savvy one?
Arguments against forms:
- Users have to fill in more information (at least their email address)
- There is more room for errors. What if the user mistypes the email address? No way of contacting him/her.
- Losing your internet connection, pressing a wrong button etc. can cause the loss of the message (very frustrating)
- The mail isn't in your sent mail folder. No way to look up what you sent and when you sent it.
I'm not saying contact forms are wrong. Just some points to consider.
Also: On smartphones your email client is usually an app so there is no problem of mailto: links not working.
Hope that helps, Phil
I would say that contact forms are always better to use. The general population is now very comfortable filling out online forms, and the contact form is so common that it should produce no question and what it's use is.
Facebook, Twitter, eBay, etc, have created a standard for it.
In fact, I would go so far as to say that using the mailto: would be scary for users who didn't realize that you could open their default mail client.
...and even more alienating for people who didn't know they had a mail client, when they see it open it.
This depends on the nature of your site and how you interact with your customers.
The email address should be with the full contact details - address and telephone numbers, maybe photos of the people on the customer service team.
The contact us form is definitely the way to go, not least because you can ask people questions to filter their enquiry to a given department.
For many small businesses 'contact us' is the second most important page on their website - that is where the leads come from. You can record anything and everything you can about their computer, IP address and anything else in $_SERVER. From this information you can then see where your customers come from. Depending on the business this may be helpful to know.
mailto: links have real strong advantages. They are obvious, and are summed up in the word native.
But the Web form has a strong advantage too. It is handy to use when I don't have a ready-to-use e-mail client at hand. Or when I don't want to launch it. I am on the Web, I stay on the Web. Quick. No hassle.
The good approach is the one chosen by Bare Bones Software, for example. A native contact e-mail link, and a contact Web form. And they tell their snail mail address too, and phone number, and fax number. This is good. And send to the user a confirmation of his/her message. So that s/he have his/her message in his/her mailbox.
What if instead of a
mailto: or a contact form we just provide the e-mail address, like we provide the facebook or twitter page?
It just don't open your client email (you have to go by yourself).
If you are on the internet your email may be already opened, so it would be fast. You avoid the problems cited by Phil.