Diversity is power on the Web. Big sites may be bigger, but smaller sites will keep scoring higher for specialized topics, both in terms of their connections with users and in terms of each visit's commercial value.

The system should always keep users informed about what is going on, through appropriate feedback within reasonable time.

Even though it is better if the system can be used without documentation, it may be necessary to provide help and documentation. Any such information should be easy to search, focused on the user's task, list concrete steps to be carried out, and not be too large.

If your users have many questions, it's a failure of your primary site design. It becomes not so much customer support, as much as customer complaints.

Diversity is power on the Web. Big sites may be bigger, but smaller sites will keep scoring higher for specialized topics, both in terms of their connections with users and in terms of each visit's commercial value.

Clear content, simple navigation and answers to customer questions have the biggest impact on business value. Advanced technology matters much less.

Information Overload = "information pollution"