It’s a common scenario that seems to take decision-makers by surprise every time: The goals they’ve set for their new/refreshed web site have upset some people. Actually, it’s not the goals that have been set; but the goals that haven’t. What typically plays out is something like this:

A couple of decision-makers are chosen to represent the company for the new site project (good move!)

The decision-makers work with the web firm to create and focus on a few goals for the project (+1!)

The web firm triple-checks with the decision-makers to make sure everything has been uncovered. Decision-makers say, “Yes.” (okay…)

Decision-makers never asked several key players in other departments of their business about how the site might help them. (bad move!)
Now, if the web firm has done its job, it’ll ask the right questions to still get its hands on other departments for interviews, etc. Unfortunately, this doesn’t always pan out. What you’re sometimes left with is a site that fails to accomplish some major goals.

A few simple questions thrown in the right direction can make a lot more people happy about your new site. Here are just a few things to consider:

Who is in charge of the site’s security?
Even if your site is hosted and maintained in the cloud by your web company, chances are, your IT guy still has to answer for it. What types of things is he looking for? When he has to create quarterly and annual reports and audits, what will help him be able to communicate accurate information to the company? What tools does he need in place so that he can rest easy that everything is well-supported and up-to-date?

What kind of leads is this site going to generate?
It’s surprising how often a member of the sales team isn’t in the decision-making group for a web site. Yet, the decision-makers will always emphasize how they want the site to drive more business to them. A web site is usually more effective in complementing a sales persons’ process than just getting new business from someone who randomly found your site on Google. It’s key to make sure that the site is maximized to benefit the sales team and their process.

How can the site help the front desk?
This gets overlooked all the time: the poor front desk that constantly has to deal with phone calls and emails from people who “have looked on the site everywhere and still can’t find what they need.” Yet, the front desk is rarely among the decision-makers for the project. Lending an ear to what they’re hearing and seeing can help create valuable goals for your site. Sometimes the decision-makers needs to do some ego-swallowing and understand that the front desk understands their customer base better than just about anyone.

Who is updating the web content?
Is it your marketing manager? Your web company? YOU? What will get updated on the site? How often? These are big questions to answer up-front because they’ll lead to major decisions such as: What CMS is chosen, what language the site might be written in, how templates will be constructed, how components and modules will be built. Without fail, the people most frustrated with their sites 3-6 months after launch are the people that did not satisfactorily answer this critical question up-front.

______________________________________________

So there you have it, just a few simple questions to ask around to other people within your company before digging too far into your new web project. You’ll be so thankful you did.

 

And so will your co-workers.