Living for Customer Delight

Posted by ehodgso on March 20th, 2008 in , , and · 0 Comments

I recently had a chance to catch Jerre Stead talking about ‘customer delight.’  And his approach was different than what you would think.

As we build our Web presence, especially in higher education, it is so easy to focus on audience analysis…

Become a Visitor Concierge

Posted by ehodgso on July 11th, 2007 in , , and · 0 Comments

I’m talking to all the content authors out there.

Colleges are getting so much better at testing their sites by watching visitors. A simple view of how students, alumni, and other audiences move through your site on a daily basis can surprise administrators that spent months drowning in navigation labels and content placement…

The Web: Not My Job

Posted by ehodgso on April 2nd, 2007 in , , and · 3 Comments

In helping colleges understand how a Web site should be managed day-in and day-out, I am sometimes surprised at how closely Web content is held by a select few…

Content Management Brings Change Management

Posted by ehodgso on February 5th, 2007 in , , and · 6 Comments

I recently caught a Webinar from x-pubs, which discusses the necessary changes that go into moving to full content management across campus. Emma Hamer discusses some of the problems and opportunities out there when changing to content management…

Web Conventions

Posted by ehodgso on January 15th, 2007 in and · 2 Comments

It’s the new year. This is always a good time to get your bearings, straighten lingering issues, and catch up with the latest trends.

I talk often about following Web conventions. There is no point reinventing the wheel on elements that are so common for people. Conventions make life easy…

Instant Feedback on the Web

Posted by ehodgso on January 5th, 2007 in , , and · 1 Comment

Many moons ago, I was a corporate trainer for software and web development. One of the unique aspects of my job was instant feedback. If I had a bad day, I knew about it that night. If my students agreed with everything I said, I knew about it that night…

Beginning of the Year

Posted by ehodgso on January 1st, 2007 in and · 1 Comment

A large percentage of us start every new year with resolutions: lose some extra weight, spend more time with family and friends, and be more generous. But if our Web site had some resolutions, what would they be? Let me take a stab:

Usability testing…