Tim Staney's Blog

Websites often fail because we've allowed this great chasm between Marketing and I.T. to persist when it comes to the web. Unfortunately, this mentality that doesn't get the ball very far down the field before the flags are thrown. Most Marketing folk will tell you that they're not getting what they want out of I.T. when it comes to their website and most I.T. people will tell you they don't care about content, it's not their job. And generally, worlds collide when it comes to things like social media and security. 

Consider if you will the 'sticky accelerator' problem a prominent auto manufacturer had recently. When times were great and the company was #1, nobody knew [cared?] who made the accelerator pedal mechanism. However when the problem came to light and the lawyers and the public relations people jumped in to 'save face' the finger-pointing began. {When times get real bad it's generally just easier to blame the other guy.} I remember a news conference where a spokesperson went on camera and stated, "We didn't make the accelerator assembly, ABC company did."

Does the consumer who's driving a possibly unsafe, sticky-pedaled vehicle really care? Is there any solace in knowing that the 'real blame' lies with ABC Company? All the consumer really wants to know is that A.) they will be safe and B.) the company they bought the product from will stand behind it and make it right.

Consumers see a website as a holistic representation of your company. Much like the sticky-accelerator victims they don't care if a Marketing error is the culprit behind an incorrect product price (and they'll be more than happy to tell you about -- and probably demand a deeper discount). They also don't know that slowness or errors are "an I.T. thing".  And in this day of ShareThis, social media, Facebook and Yelp! you are more exposed than ever -- and no one cares that it's the other guy's fault.

I seen some beautiful websites that are terrible in the functionality department -- and I've used some that are technically perfect and error-free, but make my eyes bleed.  Frankly, you get no points for one, if the other is flawed.

Some companies get this and have started approaching web and mobile from a team perspective.  From copy and content to design, functionality and development -- the team collaborates on all; and nothing is ever "not their problem".  

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"John Doe", a graphic designer I knew had a great eye for design. However, he struggled with code -- general website elements like forms were complex chores for him. He'd spend hours tinkering with layers and different effects -- but he'd always save functionality as his last worry. While John's sites 'looked' great -- and that was enough for John -- they were a mess technically.  He didn't care how much or how little copy a page had. 

One time, John secured a high-profile, big-bucks client for a project because he wowed them with his design portfolio. When launch day for the site came he called me, told me the site was live and asked me to go look at it and give him honest feedback.  {Be careful what you wish for.}

As I opened the site in my browser dozens of Javascript errors popped. The home page was jammed with client-provided copy that "had" to be on the home page.

...Perhaps it was my uncharacteristic silence...

John says, "Looks really good, huh?"

"Yeah, Congratulations," I said. <awkward pause> "Nothing major ... but you've got a few Javascript issues, you might want to look at." 

"Yeah, yeah, I know," he says. "But it LOOKS awesome, right?"

"That it does," I said.

After I hung up the phone I couldn't help lose the feeling that I had just seen the Mona Lisa ... spray-painted over in graffiti.