Strategy and Tactics in the Design of Forms

Abstract

This paper reviews research investigations which relate the design of a form to the difficulties people have in completing the form. A distinction is drawn between researchable issues which will have relevance to many kind of forms (e.g., asking form-fillers to delete what does not apply) and issues which are specific to particular kinds of forms (e.g., the interpretation of terminology). After suggesting that fruitful interactions could be developed between those asking strategic and those asking tactical questions, it is concluded that those who seek simple recipes for designing adequate forms have failed to understand the complexities of the problem.