Web Site Etiquette

By Judith Kallos

Contrary to what some may believe, the Web is not an anything
goes environment. Considerations and courtesies need to be
implemented by all users so that everyone can look forward to a
more enjoyable or productive experience.

When it comes to Web sites, there seems to be a lack of common
consideration and courtesy by many Web site owners and visitors
alike. If both sides were to understand the basics, and the
following checklist covers just the basics, Web site owners will
produce more ROI, while Web site visitors will find their
inquiries are responded to more accurately and concisely.

Basic Etiquette for Web Site Owners:

=> Minimize the moving, flashing this or that or the latest
whiz-bang script. This goes for having too many advertisements
on your site that take forever to load as well. Take our word
for it we'll be gone by then. If you want us to buy your
products or services, stay away from Flash. We don't care about
all that fancy schmancy stuff-we just want to find what we are
looking for and don't want to have to download software
(and we won't) just to view your site.

=> Have consistent, intuitive navigation in the same place on
every page throughout your site. Make sure you also offer a
"Home" option in your navigation so we can get to the start of
your site if we so choose. Don't use buzzwords or make us wonder
what is where; we should be able to tell at a glance and be where
we want in no more than 2 clicks.

=> Make a point of having all your company's contact information
easily found on your site. If not on every page, at the very
least on your Contact page. No address or phone number (What are
you trying to hide?)-no business from us!

=> Please be clear and concise about your policies so that we know
what to expect if we choose to do business with you. Have your
policies posted on your site where we can easily find them for
review.

=> At the very least make an effort to respond quickly to our
specific inquiries in detail. Don't send us canned or generic
responses that really do not address our questions. The more
detailed and promptly you respond, the more likely we will do
business with you.

Basic Etiquette for Web Site Visitors:

=> Take the time to review our site to ensure our focus will in
fact cover what you are seeking. Sites cannot be everything to
everyone and most are not. Don't e-mail an orange site about
where to find the best apples! Review our site's FAQ before you
take the time to e-mail us about something we do not even cover.

=> Take the time to read the offered material on our site before
e-mailing us asking questions that with little effort the answers
could have been found. With all information we provide literally
at your fingertips, take the time to read it before you take our
time asking us to repeat what is already on our site. This
includes reading our privacy statements and/or order policies
before you engage in doing business with us.

=> When e-mailing our site, make an effort to type clearly and
concisely about what you would like to know. All caps or all
small case, poor grammar and typos makes your inquiries appear
less credible. Understand we are extremely busy answering
genuine customer e-mails to build our business. E-mails that
appear to be from a sixth grader are those less likely to receive
our serious consideration for a response.

=> To use our site's functionality, please read our help files and
tutorials that are provided to assist you before you e-mail for
support simply because you don't want to make the effort to read
and learn. Certainly if after making a sincere effort you still
have questions, e-mailing us asking for help in a kind and
courteous manner will ensure our response.

=> When utilizing our site's live online chat, be as courteous as
you would if you were face-to-face with the support agent. These
folks are here to help you. Here again, type using proper
sentence structure, grammar and spelling so your request is
understood. Then, once your session is completed, be sure to
thank the operator for their time and assistance before just
clicking off and going on your way. That always makes our day!

All too often both Web site owners and visitors think too much
about themselves and what they want rather than to give thought
to the other side. Wouldn't it be nice if that were reversed?


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About the Author:

Judith Kallos is an authoritative and good-humored Technology Muse
who has played @ http://www.TheIStudio.com for over a decade.
Check out her popular Technology Cheat Sheets @
http://www.LearnAndThrive.com

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