Remember the story of Goldilocks and the three bears? She broke into their house, sat in their chairs, ate their porridge, etc? The first chair was too big; the second was too small; the third was just right.

Web sites can be like that too. Two weeks ago, I posted about my attempt to update a client’s listing on an online directory.

First, the site was too easy

All I had to do was hit the update button (what, no login?).

Then, it was too hard

There was only a tiny window to insert the text, no preview, and no sign of when the update would occur. I called and asked for help, and they said a week to ten days for the update.

It appears that someone manually reviews each listing, and then enters it into their database. I asked to see the changes before they went live. The company wanted to fax them (!?). I requested that that they email them instead, and send them directly to me (not the client). He doesn’t use email. They agreed, and then emailed them to the client anyway.  The email was in plain text, no formatting, so I can’t tell if it will look the way he wants when it’s finally uploaded.

Now, they’re telling me that the listing has to be cut about 60% because they have a word limit! There was no sign of this on the site; nor was there an alert when I entered the text.

How to make it just right

Include security. If you allow users to update listings, set up a login and password system.

Add a preview window so users can see what they’re doing.

If you have a word limit or other rules, outline them in the edit section. Don’t expect your customers to know your rules without being told. [The library just did the same thing.  I wanted to reserve a book and kept getting an error message saying there was a problem with my record and to see a librarian.  Turned out the "problem" was a new limit on the number of reserves, which I'd reached.  Why not just say that?]

Make it easy to navigate.

Be clear about you are talking to and why they should care.

If you update your site design, announce it in terms that benefit your visitors. Not “we’ve updated our site, ” but “add your listing in our new free directory and get traffic,” or “find what you want with our new search feature.”

;Photo: hoyasmeg

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