The Users Charter
http://infocentre.frontend.com/infocentre/articles/theuserscharter.html

Gaine, Frank
Frontend Infocentre
2001

Abstract:

The following is an attempt to outline a charter of rights for the user of web applications. They are, of course, unenforceable but compliance with them would represent best practice in the design of user-centred interfaces. More significantly, any violation of the charter would indicate the presence of significant usability problems detrimental to the user experience. And failing to address the requirements of the user leads to frustration, irritation and consequently lost business.