5 Reasons No One’s Using Your New System

It took months of work and a significant chunk of the budget, but it’s finally here: your new system. Could be a website, an internal tool, an ordering platform. Whatever it is, it’s the latest and greatest. Except usage isn’t anywhere near what it should be. People just… aren’t using it. Why not? How could we have avoided this, and is it fixable now? 1. It was the wrong thing to build Requirements analysis and user research are not for the faint of heart. It’s easy to listen to people rattle off a list of what they want. It’s harder […]

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What makes a website effective?

I was recently asked what makes for an effective website. Here’s my answer. What would you add? Effective websites adhere to three key principles. A website needs to look good – meaning attractive, professional, and reflective of overall brand standards. It needs to work well: fast performance speed, mobile-friendliness, and no (or very few) errors are all ticket-to-entry in 2019. Last but definitely not least, an effective website has great user experience. UX is a combination of looks, function, organization, and coordinating the site to accommodate what visitors are trying to achieve, so that the overall impression is positive and […]

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Getting the most from your CMS: Governance

Keep It Running Smoothly (aka Governance)

A content management system (CMS) can be a significant investment of time and dollars. The key benefits are that it puts content editing in the hands of the people who are experts in that content, and that developers can work more efficiently to create one set of functionality. Those benefits only materialize when the right resources are in place. In this CMS Foundations series, I’ll explain the most important elements and activities to help you get the most from your CMS. Somewhere between bureaucratic formality and frantic chaos lies organized governance. The best CMS programs hit that middle ground. Here […]

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Would you use a great app if the service is bad?

The other day, a friend posed a question: if you use a great app, but the service behind the app sucks, would you still use the app? It sparked quite a discussion, and I was (maybe a little too) excited to jump in. The truth is you have to have both. You can’t extricate one from the other, because they’re both part of the same customer experience. You can offer the best product or service in the world, and no one will buy from you if they can’t use the app. But – more importantly – you can have the […]

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UX problems? Do a quick assessment.

Does this sound familiar? Employees hate an internal system they have to use, because they can’t get it to do what they need. Or more troubling, customers are complaining that your portal is too hard to use. They can’t find anything, the options they need aren’t there, actions take too long. And the worst news of all: they’re going to the competition. Maybe you’ve been reacting to this sort of news by updating your systems. Adding new features, enhancing sections, redesigning parts here and there. Or maybe you’re ready to scrap the whole thing and start from scratch. It’s frustrating […]

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Getting the most from your CMS: Design Systems

Design Systems | Getting the Most From Your CMS

A content management system (CMS) can be a significant investment of time and dollars. The key benefits are that it puts content editing in the hands of the people who are experts in that content, and that developers can work more efficiently to create one set of functionality. Those benefits only materialize when the right resources are in place. In this CMS Foundations series, I’ll explain the most important elements and activities to help you get the most from your CMS. A design makes your website attractive, professional, and memorable. A design system does all that PLUS creates efficiencies for […]

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Getting the most from your CMS: Roles & Responsibilities

Roles & Responsibilities | Getting the Most From Your CMS

A content management system (CMS) can be a significant investment of time and dollars. The key benefits are that it puts content editing in the hands of the people who are experts in that content, and that developers can work more efficiently to create one set of functionality. Those benefits only materialize when the right resources are in place. In this CMS Foundations series, I’ll explain the most important elements and activities to help you get the most from your CMS. Modern websites can get pretty big and complicated. Especially if you’re using a CMS with custom templates, multiple designs, […]

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Localization: Four Things to Consider

Localization: Four Things to Consider

Website localization is one of those things I hear a lot of marketing leaders asking for. And with good reason: it’s critical for any website targeting people in multiple geographies. It’s also a nice soft step in the direction of personalization. Localization can take a few forms. On the simple end, you can manually create a page or section for each geography. Some companies take this further with an entire website for each place. I see this primarily in global companies wanting to reach a global audience while providing local presence, or at least the feel of a local presence. […]

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Getting the most from your CMS: Embrace Your Content Editors

Embrace Your Content Editors

A content management system (CMS) can be a significant investment of time and dollars. The key benefits are that it puts content editing in the hands of the people who are experts in that content, and that developers can work more efficiently to create one set of functionality. Those benefits only materialize when the right resources are in place. In this CMS Foundations series, I’ll explain the most important elements and activities to help you get the most from your CMS. Content editors are the driving force in a CMS-based system. Once a website, for example, is designed, built, and […]

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Getting the most from your CMS: Know Your Content

Know Your Content

A content management system (CMS) can be a significant investment of time and dollars. The key benefits are that it puts content editing in the hands of the people who are experts in that content, and that developers can work more efficiently to create one set of functionality. Those benefits only materialize when the right resources are in place. In this CMS Foundations series, I’ll explain the most important elements and activities to help you get the most from your CMS. Content management systems work by providing templates for editors to populate. When determining which templates to create, and then […]

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