Thursday, March 18, 2010

Improve a corporate website

Many corporate websites have a lot of information. It is extremely difficult to navigate the website (also called a spider web) to find the right page. Each page contained a lot of information, and usually contains ambiguity which is not easily understood by the general public.

The staff handling inquiries expect the customer to know where to find the webpage and how to understand its contents. The staff usually does not understand that the general public has to deal with many other issues and understanding information from the website is not easy.

A good corporate website provides an easy way for the general public to send an e-mail or call a number to ask a question. The inquiry staff can respond with the answer. The best response is a specific answer to the question, with a link to the webpage for more details.

The corporation should know that their website is really the source of reference for their staff to get the information to send to the public. They cannot expect the public to know how to navigate or understand their spider web.

Tan Kin Lian
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2 comments:

Anonymous said...

They all learn from Mah Bow Tan. Did anyone notice that during the recent Talking Point? Debra Soon asked the first question which was never answered. Instead MBT took the opportunity to regurgitate his stand and views of HDB. Soon the question is forgotten and they moved on. Similarly, when Nicholas Mak started questioning the subsidy at the Pinnacle, MBT again cunningly strayed from the subject and talked about private properties.
People do not answer questions because either they do not know the answer or the answer is negative so they sidetrack it. For most frontline staff, they do not know. For MBT, he knows but is not telling.

March 18, 2010 10:23 AM
A Singaporean said...

I don't know if people here knows already, but it is possible to do site-specific search using Google using the "site" keyword. Examples:

minibonds site:tankinlian.blogspot.com
.net framework 3.5 site:microsoft.com

Of course, it is important to have well-structured web pages. But just a tip to help users to searching here. =)

March 18, 2010 12:52 PM

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