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

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.

Ultimately, users visit your website for its content. Everything else is just the backdrop.

On the Internet, it's survival of the easiest.... Give users a good experience and they're apt to turn into frequent and loyal customers. But ... it's easy to turn to another supplier in the face of even a minor hiccup. Only if a site is extremely easy to use will anybody bother staying around.

At most project meetings, everyone has a seat at the table except the poor victims who will have to operate the technology.

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.

The best Web sites are better than Reality.