For Web Design Expert, Ease of Use, And Clarity Are Essential for Firms

Jakob Nielsen is a Web-design guru who has spent years advising companies about how to create attractive and easy-to-use Web sites. Lately, he has been thinking about other ways that companies reach out to customers, like blogs, RSS news feeds, newsletters and more.

* * *

You hear a lot these days about RSS news feeds, which is the software technology behind blogs. What do you think of them?

People who are in the field often use the term ‘RSS’ [Really Simple Syndication] to refer to ‘news feeds’ because that’s the name of the technology. But in one of our studies, 82% of those we surveyed did not know what RSS meant. It’s not something that the general public knows about. So if you are targeting business executives, or even if you are doing something for the general public, they are not likely to understand that particular term. Even if they are actually using the technology. So one of the real strong recommendations is to stop calling it ‘RSS’ and start calling it ‘news feeds,’ because that explains what it does.

You say you like traditional newsletters emailed to customers instead of news feeds. Why so? Don’t they contribute just as much to information overload?

The best ones don’t. With the best ones, it’s like a service you are waiting for and expecting. The email newsletter comes to you; it arrives in your in box, and becomes part of the one place you go to get information. That’s the great strength.

The best newsletters really drive customer relationships. But they have to be very good, very targeted to a specific user’s actual needs. And it’s got to be very timely as well. For example, one newsletter is called ‘Your Baby This Week,’ and is targeted at new parents and, in particular, new mothers. It talks on a weekly basis of what you can expect for your new baby. That is something that is extremely relevant, so people really look forward to getting that particular newsletter. Unless a newsletter is very good, people will just say, ‘Oh no, more information.’

Can’t blogs do the same thing?

Certainly you can have blogs that function as newsletters, updated on a regular basis. But they don’t tend to do that. They don’t tend to have that same sort of publishing discipline: having a publication schedule and surveying this week’s or this day’s events. They could, of course, but they don’t tend to.

What you are saying is heresy to some bloggers, who insist it’s very important to use blogs to have a “conversation” with customers.

That will work only for the people who are most fanatic, who are engaged so much that they will go and check out these blogs all the time. There are definitely some people who do that — they are a small fraction. A much larger part of the population is not into that so much. The Internet is not that important to them. It’s a support tool for them. Bloggers tend to be all one extreme edge. It’s really dangerous to design for a technical elite. We have to design for a broad majority of users.