by Marvin Kane | Dec 5, 2011 | Business, Sales and Marketing
Collaboration - The Best Way to Produce Something Beautiful
My best clients are those who understand the importance of collaboration. Sure I’ve worked with companies over the years who have handed me some copy then said build me a website and call me when it’s done. And for the most part those projects have turned out just fine. But just fine isn’t good enough. Not any more. Not in the age of engagement where company websites and their associated social profiles have become the primary means by which businesses communicate with their customers.
The “Two Ears One Mouth” Model
Metaphorically speaking the fact that we have two ears and one mouth ought to suggest that we listen more than we talk. Metaphors aside, most of us still do it the other way around. But the key to collaboration is active listening. Asking questions and really listening to the answers. This, of course, is essential to any successful relationship, whether it’s personal or business. But many companies, and many clients/customers, still don’t get it. Let me put it this way. I can’t produce a website that properly represents your business if I don’t truly listen to your answers to my questions. You won’t feel confident in my ability if you don’t truly listen to my answers to your questions.
What You Should Expect From Me
You can expect me to:
- be at the top of my game – this means I will always be monitoring latest trends, best practices and new technologies
- be responsive – I will always do my best to respond to your voice or emails within 24 hours
- be proactive – I will always tell you about developments in the industry that I think will benefit your business
- be fun to work with – trust me on this one
What I Expect From You
In a word? Stay engaged. (Okay, that’s two words).
- stick to deadlines – if the project depends on you delivering content, stick to the deadline. It will keep the momentum going and will ensure that we don’t lose our enthusiasm
- keep the communication going – I know you’re busy. But try to answer my voice or emails within 24 hours. (I promise I’ll do the same)
- smile – working together should be fun. I’ll do my part to ensure it is
And Now Back to You
Is collaboration important to you? Would you rather be less involved? If you’ve worked with a company recently, were expectations clearly laid out? Did that make the process easier? Better? As always, thanks for your participation.
Photo credit: Artotem
by Marvin Kane | Nov 30, 2011 | Design, Technical
Designing for Mobile is About Easy Access
According to Mary Meeker, Internet analyst and Managing Director at Morgan Stanley, within the next five years “more users will connect to the Internet over mobile devices than desktop PCs.” For business owners looking to launch a new website, it is essential to consider how the site will render on mobile devices. For web designers, the rules have changed … again.
Responsive Design
Thanks to the work of cutting edge web designer Ethan Marcotte, we now have the tools and techniques to effectively design websites for mobile devices. And by effectively I mean not simply displaying a miniature version of the site that you see on a desktop computer. Responsive Design, the term coined by Marcotte, actually detects what type of mobile device is being used and then displays the site optimized for that specific device. Pretty neat!
Like The Old Days Only Different
In the early days of the web, there was no standardization. Websites rendered differently depending on the browser being used. Designers, a temperamental lot to begin with, had nightmares over not being able to control every aspect of the user experience. That was then. This is now.
It’s About Usability
With all the variables in play like screen resolution, browser vendor and version, installed system fonts, monitor size, color variation and user preference, web designers finally get it. (At least the good ones do). It is not absolutely necessary that websites look exactly the same across all devices. (I know. This is a tough one for designers to swallow). It’s about usability – making sure users can quickly and easily find the information they are looking for … which brings us back to designing for mobile devices.
A well designed mobile site:
- is not just a miniature version of a desktop site
it accounts for the fact that mobile users are close to taking some action and clearly presents the information needed to simplify that action
- is not accessed by a separate url or web address
a user going to the site on an iPhone and a user going to the site on a desktop computer both use the same url.
- will adjust the layout of the site responsively
When properly coded, the design will “know” what type of device is being used and will respond by displaying the site optimized for that device.
And Now Back To You
Business owners, was your site designed for mobile? What do you see when you view it on an iPhone, Blackberry or Droid? Is it what you thought it would be? If you are still in the planning stages, is mobile part of your thought process? Thanks for your comments on this one.
Photo credit: Yodel Anectodal
by Marvin Kane | Nov 21, 2011 | Business, Design, SEO, Technical
Back in 1995 I wondered how I would make a living once every business had a website. I hadn’t yet fully grasped the real potential of the web. Few people did. Over the years, of course, it has become obvious that websites, like gardens, need tending. Sometimes they need more than tending. They need to be …. well they need to be overhauled, gutted and replaced like a condemned building. There, I’ve said it. So here are my top 8 indicators that its time to overhaul your website. Any one of these should cause you to lose sleep. If more than one is true about your website then …. well you get the idea.
1. Your Website is About as “In Style” as a 1970’s Leisure Suit
Looks aren’t everything. I get it. But you only have 5 seconds to capture your visitors’ attention. If your website is the equivalent of an outdated leisure suit, your visitors will run away screaming and won’t come back. Take a good look at your website. Better yet, have someone you trust who isn’t emotionally invested take a look at it. If it looks like a leisure suit it’s time for an overhaul
2. You’ve Never Updated Your Website
Shame on you! You simply cannot publish a website and never update the content. Do you think there is nothing new to say about your business? Really? Do you sell nuts and bolts? Then tell us what’s new in the world of nuts and bolts. Do you sell concrete? Tell us who you’re selling it to and why they’re thrilled with you. This is not so much about overhauling your website as it is about overhauling the way you think about your website. Think there is nothing new to say? Think again.
3. Important Information is Hard to Find
The information on your site needs to be categorized and presented to the user in some logical way. That means links to information must be clearly visible and not buried where users can’t find them. If your site’s navigation is confusing, it may be time for an overhaul.
4. You Can’t Update Your Site Yourself
Today, the majority of new websites being launched are built on a content management system or CMS. The great benefit of a CMS is that it makes updating content very simple and requires no knowledge of HTML or programming. Now companies can take full control of the day to day management of their websites. There goes your excuse. If your website was not built on a CMS platform, it is definitely time for an overhaul.
5. Your Site Doesn’t Show Up Until Page 10 on a Google Search
Achieving high page position on a SRP (Search Results Page) is the stated goal of every business website. But I often see a disconnect between the goal and the execution. It’s about relevant content. If your site is not ranking well for a particular keyword phrase, chances are that phrase doesn’t appear anywhere in your content. Or if it does, the context in which it appears is misleading. If this is the case with your website, it’s time for an overhaul.
6. You’re Embarrassed to Tell People About Your Website
You guessed it. Time for an overhaul.
7. Your Site Was Designed Entirely in Flash
Ouch! That’s so 2008. I’ve talked about this before but it bears repeating. Flash is a very compelling technology that can, when used properly, add some great visual “pop” to your website. But a site built entirely in Flash is virtually impossible to maintain, scores very poorly in search engines, isn’t universally supported on mobile devices (like the iPhone for example) and can distract people from the most important aspect of your website – its content. If your site is built entirely in Flash, it’s time for an overhaul.
8. Your Site Isn’t Bringing You Any Business
Isn’t that the the goal? To get business from your website? If you aren’t, chances are that several of the points mentioned above are at play. That’s why I’ve saved this one for last. If this is the case for you then your website needs to be thoroughly reviewed …and probably overhauled.
And Now Back to You
In almost every case my clients’ websites suffered from at least two or more of these maladies before we worked together to fix them. As a business owner, can you look at your website with an unbiased eye and determine which, if any, of the above problems applies? If you’ve already overhauled your website has it made a difference in your business? I’d like to get your point of view.
Photo credit: reynolds.james.e
by Marvin Kane | Aug 1, 2011 | Business, Design
Choose Wisely. Avoid nightmares
For those with limited resources, short time frames and no desire to get their hands dirty, web design services offering a quick, easy and cheap template driven solution may be the right answer. But beware! Make sure you know exactly what you’re signing up for so down the road what looked convenient and easy doesn’t turn out to be a nightmare.
It’s Your Domain Name. Own it.
Working with a company that “takes care of everything” for you may be fine but when it comes to registering your domain name, make sure it is being registered under YOUR name and associated with YOUR contact information. Why is this important? Consider the case of Acme Plumbing [names have been changed to protect the innocent]. They hired a “we’ll take care of everything” company to design their website. The sales rep registered the company’s domain name under his own name and contact information. When the domain name was several months from expiring, the renewal emails were sent to the sales rep. See where this is going? The sales rep left the company. Acme Plumbing had no idea their domain name was expiring until they were unable to access their website. Nightmare number 1.
Can Your Website Grow as Your Business Grows?
Sure it’s tempting to get your three page website up in 24 hours. Especially when all you have to do is email your content to the design company and voila! There it is. Your shiny new website. But if your business plan calls for growth – and if it doesn’t why are you in business – make sure you understand the process of growing your website to match your growing business. Will your web design company add pages for you as part of your original contract? If not, how much will it cost? How quickly will they get to it. How much control do you have?
Another Nightmare Scenario
World’s Best Electricians [again, names have been changed to protect the innocent] went with a “one stop shopping” web design service. The company registered his domain name, built a three page website with stock photos of their choosing, and hosted the site on their servers. Joe, the owner of World’s Best, didn’t have to do anything. What a deal. Except Joe’s business started growing. He wanted to use real photos of his work. He wanted to add testimonials. You get the picture. Not part of the deal said his one stop shopping company. Joe has decided he wants a brand new website but needs to get the domain name transferred to his name. Problem. His sales rep, apparently the only person with any knowledge of his account, has left the company.
Nightmare number 2.
Conclusion
I am not condemning the template driven, one stop, quick and easy web design companies. They offer a valuable service. What I am saying is make sure you understand very specifically what the company will and won’t do for you. It is important for your business to understand the following:
- make sure your domain name is registered to you
- understand your web design company’s policy about updating your site, i.e. adding pages, etc
- make sure the company is reputable and has a measurable track record
- try to find out the average life span of the company’s sales personnel. If there is frequent turnover ask why. Be suspicious.
Chances are you’ve spent a lot of time thinking about your business. Perhaps you have a three year plan, a five year plan or even a ten year plan. Keep that in mind when deciding who will build your company’s website.
Photo credit: fuzzysaurus
by Marvin Kane | Jul 11, 2011 | Social Media
Last May I explained why I don’t like to get paid in full and in advance noting that this usually meant the client was more interested in the tax write off than in building a quality website. I added that it was next to impossible for me to do good work when a client is simply not engaged in the process. In reviewing that earlier post it occurred to me that I sounded like a curmudgeon. (Okay, sometimes I am a curmudgeon). So in an effort to soften that perception, let me tell you what, in my opinion, makes an ideal client.
It’s About Engagement
We recently began to hear the catch phrase Web 2.0 – a clever term that signaled the beginning of a new, more collaborative, participatory web and whose fundamental rule, according to Tim O’ Reilly of O’ Reilly Media is that “users have value”. And that is the essence of today’s social web. It’s not so much about a web site as it is about a web presence. If your web site is your online home base, then your social profiles are your online outposts feeding vital information back and forth. But what’s really changed is the underlying objective. It’s no longer about businesses using the web to push their marketing message down people’s throats. It’s about establishing and nurturing online relationships. And like all relationships, listening is more important than talking. The web is a two way street now and smart businesses understand that it’s about using the vast array of social tools at our disposal to engage their constituents.
A Case Study – Victoria Station, Salem, MA
John Andrews, the Executive Chef and Social Media Manager at Victoria Station in Salem, Massachusetts, understands the importance of building relationships. That’s why it’s a pleasure to work with him. He actively posts new status updates, photos and videos to Victoria Station’s Facebook page. Vic’s Boathouse is the new lounge at Victoria Station and John uses twitter on a regular basis to let his customers know about special promotions, musical happenings and more. Victoria Station’s homepage features a Youtube video, a MailChimp newsletter signup form and a dynamically changing calendar of events. In the true spirit of today’s self manageable web, John uses Squarespace to maintain the Vic’s Boathouse website and picnik.com to edit and customize photos. John regularly checks in with his friends and contacts through foursquare, a social site that offers new ways to explore your city, earn points and unlock badges for discovering new things. He is, in a word, CONNECTED. But what really impresses me is the very visible link from Victoria Station’s homepage to its Yelp page. Why does that impress me? Because while the vast majority of what I see there are positive four and five star reviews, a few are less flattering. By letting me see those too, I get the message that Victoria Station is not perfect but that John is willing to listen to criticism and willing to improve. That’s how to build authentic, meaningful relationships. And meaningful relationships build successful businesses.
In his wonderful post titled The Biggest Secret of Social Media, Chris Brogan makes the simple assertion that “if you don’t like people very much, it won’t work very well.” John Andrews likes people.
How are you using social media to build relationships? What has been your experience? Is it working for you? Let’s talk about it.
