Clean Up That Web Mess! - InformationWeek
Mobile // Mobile Applications
04:49 PM
Connect Directly

Clean Up That Web Mess!

In the rush to serve customer needs, companies have created a hodgepodge of sites. IT can lead to a coordinated strategy by driving best practices.

InformationWeek Green - November 8, 2010 InformationWeek Green
Download the entire Nov. 8, 2010, issue of InformationWeek, distributed in an all-digital format as part of our Green Initiative
(Registration required.)
We will plant a tree
for each of the first 5,000 downloads.

Clean Up That Web Mess! How many Web sites does your company operate, and how well are those sites coordinated in terms of navigation, search, and security? If you answered "too many" and "not well," join the crowd. Forty-four percent of the 326 business technology professionals who responded to the InformationWeek Analytics 2010 Corporate Web Presence Survey run more than five separate online sites; 14% manage more than 50 sites.

Unfortunately, we don't seem to be very good at it; only 39% of respondents at companies with customer-facing Web services provide customers an integrated system for navigation and search across their various sites, and 56% offer them single sign-on.

Most businesses have rushed to patch together their Web interfaces over the past decade or so, ending up with disparate systems for sales, support, vendors, marketing, and employees. The problems extend deep into the company--different business units and departments rarely meet to review an overall vision for a company's Web presence.

It's tough enough to get a new site or system up and running; pulling all the sites or systems together is much tougher. Companies always talk about being "best in class," but only 13% of poll respondents give their customer-facing online efforts top marks; 20% rate them fair or poor.

IT can fill a real need here. An Internet-facing presence is arguably one of the least expensive investments a company can make, compared with sales reps, customer support staff, printed catalogs, and so on. But a poor Web presence can cost you customers, prospects, business partners, and more. IT needs to help encourage online growth while protecting the company and providing stewardship of the user experience online. The goal must be a comprehensive and well-integrated Web presence.

The Customer Doesn't Always Come First

It's rare to find a company today that can't transfer phone calls between divisions. Call the wrong office and, generally, someone there looks up the right number and transfers your call. So why haven't companies pushed this ability to the Web? The majority of respondents with customer-facing Web services don't provide a common portal for customers; 44% acknowledge they have some work to do to improve usability.

To read the rest of the article,
Download the November 8, 2010 issue of InformationWeek

Strategies and Practices to Create
Cohesive Consumer-Facing Online Sites

Become an InformationWeek Analytics subscriber: $99 per person per month, multiseat discounts available.

Subscribe and get our full report on creating a cohesive customer-facing Web presence. This report includes 35 pages of action-oriented analysis and 24 research charts. What you'll find:
  • An impact assessment comparing the risks and rewards of developing an integrated online strategy
  • A best-practices framework to guide you in developing practices and policies that advance your coordinated Web vision
Get This And All Our Reports

Comment  | 
Print  | 
More Insights
Newest First  |  Oldest First  |  Threaded View
How Enterprises Are Attacking the IT Security Enterprise
How Enterprises Are Attacking the IT Security Enterprise
To learn more about what organizations are doing to tackle attacks and threats we surveyed a group of 300 IT and infosec professionals to find out what their biggest IT security challenges are and what they're doing to defend against today's threats. Download the report to see what they're saying.
Register for InformationWeek Newsletters
White Papers
Current Issue
Digital Transformation Myths & Truths
Transformation is on every IT organization's to-do list, but effectively transforming IT means a major shift in technology as well as business models and culture. In this IT Trend Report, we examine some of the misconceptions of digital transformation and look at steps you can take to succeed technically and culturally.
Twitter Feed
Sponsored Live Streaming Video
Everything You've Been Told About Mobility Is Wrong
Attend this video symposium with Sean Wisdom, Global Director of Mobility Solutions, and learn about how you can harness powerful new products to mobilize your business potential.
Flash Poll