The format is not the task
Nobody is interested in documentation, tools, videos, blogs or Twitter for their own sake. Their interest in these things is only in the context of the task they need to complete.
When I bought my house last year I inherited a lawnmower with it. Works fine except that I need to change the oil. What oil […]
Ease of use is a competitive advantage
Senior managers need to develop a much better understanding of the competitive advantage ease of use delivers.
Search, content and usability are poorly understood by most senior managers. Why? Because they were not areas of strategic importance when these managers were younger and developing their skills. (They say that most doctors prescribe based on what they […]
The price of doing business on the Web
The Web dictates that you put the customer first. That means taking on more complexity yourself.
Last week I was doing some research on a product and I came to a website where the email contact address was like this: “sales AT blahcompany.com”. I know why they did that. They don’t want their email collected by […]
Why they won’t tell you the price
Organizations have historically believed that the less information they give customers the more power they have over them. The Web changes that.
Right now I’m researching a heat pump solution for my house. It is almost impossible to get a price on the websites of heat pump manufacturers or installers. You have to ask for a […]
