联系页

本词条尚无可操作示例；插画为编辑示意，展示渠道清单与表单的并列关系，不代表已验证的实现。插画中的号码与地址均为虚构。应用到产品前仍须确认页面上的时间与响应承诺与实际一致。

{
  "states": [
    "idle",
    "submitting",
    "success",
    "error"
  ],
  "a11y": [
    "电话与邮箱使用可点击的链接，并保留可朗读的完整号码",
    "提交结果通过状态消息播报，失败时焦点回到第一个出错字段"
  ],
  "motion": "无动效"
}

{
  "id": "contact-page",
  "type": "layout",
  "name": {
    "zh": "联系页",
    "en": "Contact Page"
  },
  "aliases": [
    "Contact Us Page",
    "Get in Touch Page",
    "联系我们页",
    "客服联系页"
  ],
  "granularity": "page",
  "intents": [
    "organize-content",
    "find-option"
  ],
  "tags": [
    "联系方式",
    "客服",
    "表单",
    "服务时间",
    "渠道"
  ],
  "definition": "集中列出可用联系渠道的页面：每个渠道写明适用情形、可用时间与预期回复速度，需要时配一个提交表单，让用户先判断该走哪条路再动手。",
  "boundary": "联系页的重点是渠道选择与预期管理，不是一个孤立的表单。只放一个\"留言\"表单而不说明谁会看、多久回复，并不构成本词条所指的联系页。它也不替代页脚里的联系方式入口：页脚负责\"到哪里找\"，联系页负责完整信息。用联系页阻挡注销、退订或退款等退出动作——把本可自助完成的操作变成必须写信——属于反模式，不在本词条的做法之内。",
  "signature": [
    "渠道按适用情形分组，而不是罗列一串号码",
    "每个渠道注明可用时间、语言与预期回复速度",
    "表单字段与渠道对应，提交后给出确认与后续说明"
  ],
  "when": [
    "用户有多种不同性质的问题，需要分流到不同团队",
    "渠道的可用时间、费用或语言不同，需要提前说明",
    "法规或合规要求公开可达的联系方式"
  ],
  "when_not": [
    "产品内已有针对具体对象的求助入口，通用联系页反而绕远",
    "用它替代本应自助完成的注销、退订或退款路径",
    "页面只有一个表单，既不说明谁会看到，也不说明何时回复"
  ],
  "tradeoff": "集中列出渠道能减少走错路的成本，代价是页面越完整，用户越需要先读一遍才能行动；分流做得过细，反而会让人不确定自己属于哪一类。",
  "comparison": {
    "focus": "让用户先选对渠道，再建立回复预期",
    "mechanism": "按用途分组的渠道清单，附时间、语言与响应说明",
    "cost": "需要先阅读才能行动，分流过细会造成犹豫"
  },
  "sources": [
    {
      "id": "contact-govuk",
      "title": "GOV.UK Design System · Contact a department or service team",
      "url": "https://design-system.service.gov.uk/patterns/contact-a-department-or-service-team/",
      "claim": "该模式要求在服务内提供联系信息，示例包含电话号码、服务时间（含公共假日除外的说明）与关于通话费用的链接，并建议通过情境化的用户研究决定把它放在页面或流程的哪个位置；本词条的内容清单据此转述，\"独立成页\"的取舍属编辑判断。",
      "checkedAt": "2026-09-16",
      "archive": {
        "lookupUrl": "https://web.archive.org/web/20260916*/https://design-system.service.gov.uk/patterns/contact-a-department-or-service-team/",
        "status": "available",
        "checkedAt": "2026-09-16T13:27:10.224Z",
        "jobId": "spn2-28e1a1e96837e89d8f4613ab069226961e2ec02e",
        "url": "https://web.archive.org/web/20260916132734/https://design-system.service.gov.uk/patterns/contact-a-department-or-service-team/",
        "timestamp": "20260916132734"
      }
    },
    {
      "id": "contact-nng-footer",
      "title": "NN/g · Web Page Footers 101: Design Patterns and When to Use Each",
      "url": "https://www.nngroup.com/articles/footers/",
      "claim": "该文观察到用户常常直接前往页脚寻找联系方式或客服入口，并建议无论顶部导航是否有这些链接，页脚都应包含它们；本词条据此说明联系页与页脚入口的分工，不把页脚链接等同于联系页本身。",
      "checkedAt": "2026-09-16",
      "archive": {
        "lookupUrl": "https://web.archive.org/web/20260916*/https://www.nngroup.com/articles/footers/",
        "status": "available",
        "checkedAt": "2026-09-16T13:25:40.579Z",
        "jobId": "spn2-db7ace296b16896be0596221cf990d6123d22eac",
        "url": "https://web.archive.org/web/20260916132608/https://www.nngroup.com/articles/footers/",
        "timestamp": "20260916132608"
      }
    }
  ],
  "relations": [
    {
      "target": "site-footer",
      "kind": "composes_with",
      "condition": "用户从任意页面寻找联系入口",
      "reason": "页脚在每一页提供入口，联系页提供完整信息；缺了页脚入口，联系页就难以被找到。",
      "basis": "editorial"
    },
    {
      "target": "obstruction",
      "kind": "conflicts_when",
      "condition": "注销、退订或退款被要求\"请联系我们\"才能完成",
      "reason": "把可自助完成的退出动作改成写信，是在退出路径上人为增加步骤。",
      "basis": "editorial"
    },
    {
      "target": "inline-validation",
      "kind": "composes_with",
      "condition": "页面包含提交表单",
      "reason": "联系表单常是用户与产品的第一次书面交互，即时的字段校验能避免一次无效提交与漫长的等待。",
      "basis": "editorial"
    }
  ],
  "rules": [
    {
      "when": "页面列出电话、邮件或在线客服等渠道",
      "instruction": "写明可用时间、适用语言与是否收费，并给出预期回复时间；无法保证时如实说明。",
      "strength": "must",
      "basis": "editorial"
    },
    {
      "when": "表单提交成功或失败",
      "instruction": "给出可留存的确认信息（编号或回执）与下一步说明，失败时保留已填内容。",
      "strength": "must",
      "basis": "editorial"
    }
  ],
  "behavior": {
    "states": [
      "idle",
      "submitting",
      "success",
      "error"
    ],
    "a11y": [
      "电话与邮箱使用可点击的链接，并保留可朗读的完整号码",
      "提交结果通过状态消息播报，失败时焦点回到第一个出错字段"
    ],
    "motion": "无动效"
  },
  "demo": null,
  "version": "0.1.0",
  "editorialStatus": "drafted",
  "requirements": [],
  "demoCapabilities": [],
  "implementationNote": "本词条尚无可操作示例；插画为编辑示意，展示渠道清单与表单的并列关系，不代表已验证的实现。插画中的号码与地址均为虚构。应用到产品前仍须确认页面上的时间与响应承诺与实际一致。",
  "image": {
    "src": "/images/contact-page.webp",
    "alt": "一张名为 FIELDNOTES 的虚构联系页示意：左侧是三组按用途分类的渠道条目，每组下有时间与响应说明的灰色占位条；右侧是一个含四个字段与一个提交按钮的表单框。"
  },
  "searchTerms": [
    "contact details",
    "support",
    "form",
    "opening hours",
    "channel"
  ]
}