The term navigation relates to getting from one place to another. With roots in sailing, it has been applied in other means of travel – like in driving – as well as other means of finding something – like in Web sites. The navigation of a Web site or computer application can mean both the links that guide a user to get to different areas of a Web site or the process of using such navigation.

Over time, navigation has gotten more and more complicated as features and functionality is added. Sometimes we feel like we should be donning a ship captain’s uniform to find what we want to do! There are ways around this. Providing a search function can allow a user to bypass traditional Web or application navigation to get directly to the content. Placing the most commonly used functions up-front is another way to get people quickly to what they want. By knowing your users and what they want most often, you can make such improvements to get people in and out of your computers quickly.

Then there is the option of removing navigation altogether of a user wants to use a key function. A great example of this is what I now use quite often with Chase Bank ATMs. As you can see from the picture of the PIN entry screen of the ATM, you can choose to login and go to the main menu, or bypass it altogether and withdraw a preset amount of case from the ATM. Where the process of a “fast cash” option is nothing new (I recall using it at BayBank back in the 80’s), here a second button allows you to login, get the amount you set previously (and is conveniently displayed for you) and get out. All this, without seeing any menus.

More than likely Chase looked at how people use their ATMs and made this determination. In Web sites or application, look at the usage analytics and determine the most-used features. If you’re not tracking analytics, do it now! Your applications can tell you more about what people want to know about you or buy from you, they can tell you about the people who are doing so.

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Business • Strategize • Web Design • (2) Comments • Permalink

Bring up the concept of “customer service” and you will certainly cause someone’s blood to curdle. As much as just about every company provides service and support to its customers for its products and services, so many do it so poorly to the extent many times it’s easy to swallow the loss and buy from someone else. Well, at least I have done it that way a few times.

But why is it that way? This question and more around customer service are answered extremely well in the book BAM!: Delivering Customer Service in a Self-Service World, by Barry Moltz and Mary Jane Grinstead. Within the pages of this must-read for anyone who is in business, they share many personal customer services stories – both good and bad – as well as demystifying the entire process of customer service. The term “BAM” is for “bust a myth” and it dispels various customer service myths throughout the book. I was graciously given a copy of the book by Barry, with whom I have worked with in the past. After reading it, I was reassured as to why I worked with him!

There’s a lot to take away from BAM! and here are a few of my major takeaways.

Customer service must be baked into your business - Issues with customer service being removed from the core of a company are rampant. Sometimes, they are removed so far away it is outsourced to a third-world country! Not only should customer service be within the core of your company, it should be designed into the products and services you develop. Why create a product that you can’t support? Short-term gains will only last so long.

You must want to be able to deliver good customer service as it won't just happen - The road to good fortune is paved with good intentions. If you don’t have a plan in place to offer good customer service, it just won’t happen. If you only have 1 or 2 people to handle support and you need more like 50, good luck.

Have a customer service manifesto - Want to offer good customer service? Write it down, and tell everyone.

BAM! is a great read for a round-trip flight. It is also a book you’ll want to pass along to colleagues, especially those who have responsibility for customer service in a company. It also has lists of the various myths and examples that are real and ready to use. I highly recommend BAM! to anyone in business or those thinking about starting a business, so that they are ready to offer good service to their clients and customers.

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Book Take-Aways • Business • Strategize • (0) Comments • Permalink

It’s the cliche job interview question of all time – where do you see yourself in 5 years? I am willing to bet that most of those reading this have been asked this question. As you may have guessed, I have been asked it several times over the 20+ years of my professional career. Where some people may be asking it to expect an answer that you will be working for their particular company then, others are asking to gain insight into your long-term thought process, the latter approach not being all that bad or evil.

After a year like 2009, I am doing much more thinking and planning about the future than I ever had before. I am not limiting it to business as I am also thinking of my growing family, and our needs and wants into the future. Where many things do purely happen, and you may never know what opportunities may come about, purely leaving everything to chance is not the way to go. Even if your plans don’t materialize how you originally planned, you now have a marker to compare and measure against.

When you get down to it, thinking about the future is really about your vision. Where do you see things going and happening, and how will you be a part of it? You may not be able to see things 5 years in advance, but you sure as heck should be able to have a fairly good idea as to how the rest of the year will go!

The video below is from mobile device giant Nokia, and is a projection of where they see the markets they play in, as well as themselves, in 2015. If you don’t see the video below, watch it here at YouTube.

If you watched it, you will see that you don’t have to be an uber genius to make projections of your own, as Nokia’s predictions seem respectable with where the world is now with mobile technology. As this video is from Nokia, I am required to say that I have a continuous professional relation with them.

Perhaps the question should just be where do you see yourself? I welcome your thoughts on how you think of the future.

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Business • Strategize • (0) Comments • Permalink

In the ever-changing and rapidly-developed world of the Web, errors happen. From browser incompatibilities to outright bad code, bugs occur and can cause everything from minor discomfort to outright pain for the Web visitor. Like any good Web consultant, we here at Dunkirk Systems, LLC want to fix them as quickly and efficiently as possible. And in order to do so, we need as much information as can be provided to me to troubleshoot and fix the issue.

The following is a list of types of information needed in order to research and fix a Web error, as well as detailed information for each area. Though it may not be possible to provide all of the answers to these questions, as much information as possible will help in getting the Web page or site back up and running properly.

Where are you and when?

• Computer type – PC, MAC, mobile device
• OS – Windows, OS-X, Linux, etc. and what version
• Monitor/screen resolution
• Browser – IE, Firefox, etc. and what version
• How connected to the Internet – work, home, public WiFi
• Any plugins or toolbars in the browser that can impact behavior?
• Any popup blockers?
• Date/time error occurred - not always vital, but can be used to check against Web server

What are you doing?

• What link/URL are you accessing?
• What were the steps that lead you to the error?
• Does the issue happen every time or just on occasion (e.g. when first opening the browser)
• Have you been able to recreate this issue on another computer?
• Have you recently cleared their browser cache? If not, do so and try again

What happened?

• Details of the error
• Screen shots of the entire desktop, not just the window at issue
• Any error messages that appear in the browser or on the desktop that the user observes but does not appear in a screenshot

What were you expecting?

• I ask this as there may, in some cases, be an issue with expectations

As you can see, there are a lot of issues that can play into a Web site error, and the number variables in play with the Web will only get larger as the number of devices and ways people connect to the Internet are created. Help us help you, as well as everyone else, build a beautiful – and functional – Web experience.

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Build • Web Development • (0) Comments • Permalink

Here’s your opportunity to get a great domain name - SaucyPans.com. I have decided to sell this domain name, and am using Bido.com, the social domain name auction service.

SaucyPans.com is a fun name for a food-related, cooking and/or culinary Web site targeted to those who seek excitement in cooking. It is a play on the descriptive term "sauce pans" and the term "saucy" brings a touch of fun into it.

There is no reserve for the auction of SaucyPans.com, and the opening bid starts at US$28. The auction will be on Wednesday, January 20, 2010 at 2:00 pm ET, 1:00 pm CT. You must register with Bido to participate in the auction. Even if you’re just interested in watching it, the Bido site has some unique features.

See you at Bido on January 20, and bid early and often on SaucyPans.com!

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Announcements • Domain Names • (3) Comments • Permalink