If web teams ran a hotel
Some web teams lack an ability to prioritize and focus. As a result, they create big, sprawling, out-of-date websites.
Welcome to Webland, a new hotel run by a web team. There are big queues at check in. That’s because Tom and Jane, who should be helping check people in, are out back in the garden. Webland […]
Top tasks define your brand and reputation
The experience your customers have completing their top tasks has a big influence on what they think of your organization and brand.
Let’s imagine you’ve arrived at the website of Hotel XYZ with the intention of booking a bedroom. The booking process is horrible and you finally give up without having booked a room. Let’s say […]
Web support worsens: here’s how to fix it
The way to improve web support is to develop an evidence-based continuous improvement model that measures success based on completion rates of top tasks.
A report from the Technology Services Industry Association (TSIA), “paints a disturbing picture of self-service in 2011: successful visits to self-service are continually trending downward, customers have all but abandoned online knowledge […]
Why your intranet is not strategic
Most intranets are not seen as essential to the functioning of an organization. This is because management is not convinced of their strategic value.
For a long time I have waited for the intranet to get due recognition within the organization. But if most organizations I’ve come across are any indication then intranets are still languishing. […]
Cloud computing is all about self service
Cloud computing is about services, but more specifically it is about self service. What people want more than anything from self service is speed and simplicity.
Do you remember the days when you walked into a shop and bought software by the box? How did you judge the software? Well, for starters the box needed to […]
