Software's dirty little secret

Legalese is a growing blight on the tech industry. Every time users download a plug-in or open a shrink-wrapped box, they're confronted with a dense passage of text. End user license agreements (EULAs) are a lightning rod for consumer backlash, or simply passive cynicism and distrust of the industry.

Here's the secret: it doesn't have to be this way. Take Yahoo's Terms of Service: it's a model of clearly organized, readable text. Yahoo competes by reassuring users with a lucid description of what they do with their data. They build trust and even delight users with an unexpected good experience.

At your company, don't assume you must accept an unreadable EULA. Discuss with your legal team how you can make your EULA more consumer-friendly. Show them the Yahoo Terms to illustrate the difference between legalese and legible. If all else fails, inserting a prize message into your terms will eventually get someone's attention!

Comments

[Terry Bleizeffer]

I was recently complaining about my PS3 on my blog (http://uxsoapbox.blogspot.com/2007/06/buyers-remorse-and-sony-ps3.html). One part I left out... after going through all the trouble of downloading and installing the software update, right before I could finally use the $600 piece of equipment again, it forced me to accept yet another EULA. But here's my question - what if I said "no"? I had already paid for the PS3. I had already accepted an EULA when I fired it up for the first time. If I then did not accept an additional EULA for a REQUIRED system update, could Sony really refuse to let me use my PS3?

Idiotic.