Category: Web Maintenance

Is It Easy to Contact You on Your Website?

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Visitors should have a simple way of getting contact information from your website. It sounds obvious but it’s something that many business websites neglect.  Contact information actually serves two purposes.  The first is to get visitor feedback or allow them to take next steps.  The second is that providing ways for people to contact a business adds credibility that it’s a legitimate operation.

So what contact information should be available on a website?  The basics are, a phone number, an online medium (contact form or email address), and a physical address.  There are separate reasons for each:

  • Phone Number – Some people just prefer the phone and will not contact you in other ways.  Other people who have a specific question that they can’t get answered on the website will want a form of contact with immediacy.  Furthermore, a lack of a phone number can erode credibility as almost all legitimate businesses have a published phone line.
  • Contact form or email – A website needs an online form of communicating.  There’s a good chance that if a visitor finds you through your website then they will want to communicate via a digital medium.  A contact form is often useful because you can give a general layout.  For example, if you take online orders you can frame the fields to take all necessary information that a buyer might not otherwise include.  Another example is what I use for my site.  People can make an inquiry but also select their preferred method of response (email or phone).  In this way, you can cater responses to a visitor’s preference.  Email is also viable but be sure to use an email address that is checked as well as a non-personal one.  Email addresses on websites are often farmed by SPAM bots and can easily get bombarded with junk.  If it’s a specially set up email address it’s a fairly simple process to deactivate it if SPAM becomes a problem.
  • A physical address – No, people are not likely to send a letter.  However a physical address adds credibility by clearly telling people where you are located.

The most common means of neglecting contact information is by having a contact us form. . .and only a contact form.  Don’t get me wrong, a contact us form is a good idea as it’s a simple and easy way for visitor inquiries.  However, it doesn’t replace other contact methods because not everyone is going to be comfortable using it and it garners little credibility.

A good general rule is that visitors should always be one click away from getting contact info.  That is usually accomplished by including a contact link as part of your primary navigation.  If you really want to ensure that your contact information is readily available, publish it as part of you footer on every page.  Make sure your contact information is easy to get.  After all, the goal for our website should be to have visitors contact us.

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Quality Web Help

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I had a question come up recently with a prospective client that interestingly comes up a lot.  The question was, “How do I know you’ll stick around to do these campaigns?”  I’ve had some clients go so far as to ask for a contract for a dedicated length of time to work on their project.  These questions and requests are all based on the same problem.  It’s hard to find good web help.

The internet is only expanding which helps explain why hiring web help is difficult as demand stretches qualified professionals and introduces unqualified “professionals” attempting to tap into the market.

It took me a while to get used to these types of questions.  The defining moment for me was when a business owner asked me for a quote on redesigning his website.  The site was already professionally done, so I asked why the person who created it didn’t do the redesign.  The business owner responded, “Because I can’t locate him.  He got most of the site done and right after that we had a few extra projects for him.  I guess we paid him what he needed because he disappeared.”

So here’s an insider’s view on what to look for if you’re going to hire someone to do any web, internet, social media, or email marketing work for you.

  • How long have they been doing the work?
    Don’t go with just a date established. Seek out testimonials or referrals that validate the individual or firm have been consistently providing a service.  A lot of between job web professionals become freelancers for a few months but then vanish as soon as their next employment opportunity materializes.
  • Who do they work with and what do they specialize in?
    Anyone claiming to be everything to everyone should raise suspicion especially for freelancers or small firms.  The web has grown too big to be an expert in all industries and media.  A lack of specialization might be a sign of casting a wide net but not being well equipped to service clients.  Make sure you clearly define what is needed and what the freelancer or firm will be responsible for.
  • Do they practice what they preach?
    A web design firm should have a website.  A social media expert should have a sophisticated social media profile.  To some extent it’s true that our own sites are the last to get attention but a lack of a professional presence is a sure sign that the individual or firm might not be as qualified as they need to be.

The good news is there are a lot of web professionals available that will do a quality job.  Just make sure to do some homework before hiring them so you’re not left with a poor quality or unfinished project.

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Email and Online Marketing: Create Genuine Urgency

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Creating a sense of urgency is often noted as a best practice in marketing.  We want prospects to take action on an offer now rather than filing it away for “later” and then forgetting about it.  But urgency, like anything, can be abused.  Many online marketers create arbitrary deadlines or dates to force urgency.  Overusing the strategy causes problems in the long run because audiences become skeptical.  Rather than making up false urgency review your offers to find the genuine urgency that can drive your prospects to take action.

Here are a few sample offers common for consultant, trainer, and professional coach’s events.   It’s an outline on how subtle changes in an offer can be perceived as genuine rather than a hollow marketing ploy.  The same strategies can be adapted for products or item promotions.

Many event communications for business seminars try to encourage registrations immediately.  Below are some common incentives.  But remember only use these urgency building tactics if it truly fits your event.

  • Give Away – A certain number of people that sign up first get a free item.  If you use this promotion then you need a rock solid way of knowing who the first registrations were up to a certain point.  The attendees will notice if every person in the room has the give-away.  Be realistic about the audience size an event will draw.  If you are expecting 30 people, don’t do the first 30 to sign up because the offer will look disingenuous.
  • Reduced Pricing – Early registration leads to a discounted price.  This can be a powerful incentive but needs to be honest.  If dates are rescheduled or everyone is given a reduced price the audience will learn that any advertised reduction is just a hollow attempt to portray a good deal.
  • Limited Number of Seats – Unless your registration method has a counter on available seats it’s difficult to use this incentive early. An email stating that seats are filling up well in advance is often hard to take seriously unless it’s a well known event.  This tactic is most effective as events get closer. It’s often a good “last chance” communication letting potential attendees know there are a certain number of spaces left but it needs to be sincere.  Telling people that there are a limited number of spots and having them come to a sparsely attended event is a quick way to lose credibility.
  • Upcoming Date – The most overlooked urgency builder for events is the most obvious, the date.  The beauty of this urgency builder is it’s self-apparently genuine.  The event happens on x date.  If you don’t sign up by y date then registration will be closed and you won’t be able to attend.  This again is best served as the event gets closer. The only way this can be undermined is if dates are commonly cancelled or rearranged.  If dates move a lot the audiences will assume that it’s not an actual deadline.

These are 4 examples.  The key to using any of them is to do so genuinely.  Urgency is created when the audience clearly understands why a timely response is necessary.  If urgency builders are overused or abused then the marketing audience tunes them out.  When that happens conversion suffers because communications have less credibility and offers with urgency are disregarded.

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Set eMarketing Goals Now

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Happy new year.  Like most business goals, now is the time to review your metrics and set goals.  And it can’t be a resolution that’s forgotten after January.  eMarketing is not a “set it and forget it” activity.  It’s an ongoing process of trial, error, and improvement.

Look over your email, social media, and website metrics and set target goals for the end of 2012.  Then break those target goals into quarters.  Finally break the first quarter into a monthly set.  In this way you can make a monthly plan that covers the year.  Each month should be assigned one enhancement that you believe will improve results.

After you set this plan you only need to track results.  Then at the end of the year you’ll have numbers that support or inform your plan of action.  So next year’s plan can be a bit more precise.  Over a few years time your eMarketing plan will be pinpoint accurate with reliable projections on what to expect.

But it all starts by setting goals now . . .

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Multimedia Strategy: Video – Host or Post

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Video is becoming more and more prevalent on websites.  And why not? If done well it can be a powerful marketing tool.  But what is the best way to get your video content online?  There are two options host or post.

Posting to an external site has advantages:

  • Easy to upload video
  • No bandwidth costs
  • Lots of traffic
  • Easy to share (embed, email links, rss feeds, etc)
  • Serves as a pseudo social media platform

But there are also some disadvantages:

  • Videos are watched on their site, not yours.
  • No link benefit if people embed/share your video
  • Limited analytics to understand user engagement, video bounce rate, etc
  • Tend to be lower quality
  • Ads appear on your content
  • Limited length/duration
  • No custom branding

So taking pros and the cons I tend to use a hybrid strategy.  For shorter length video where highest quality is not a concern put them on a video sharing site (like youtube).  Everything that’s on youtube can be embedded into your site.  This provides the benefit  of uploading video using their pre-set tools and the extra exposure online.  When embedded on your own site you also gain better tracking and can brand the page to ideally suit your online marketing campaigns.

If high quality, duration, or limited compression is a concern, always host the video on your own site.  This is necessary because the video sharing sites won’t support it and  time consuming work-arounds are necessary which make it an inefficient strategy.

Using this method is a way to get some of the benefits of hosting and posting while minimizing the limitations.

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Website Maintenance: Make an Index

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Many times we get too close to our own websites.  We know right where everything is because we put it there.  The problem is that what makes sense to us, often doesn’t make sense to visitors.  An easy way to ensure that items of a similar type are easily found is to make an index page.  When a site has an index page for a single topic then it serves to be a single point of contact that visitors can use to find the individual thing they are looking for.

Recently I was reviewing a client’s website.  We were in the process of updating it to support marketing efforts.  My client was heavily involved in doing events designed to give a sampling of how they help companies which converts some of the attendees to customers.  In fact, this was such a large part of their marketing matrix that they ran an event every two weeks.

So we outlined which events were coming up and made a list of 6 events for the quarter.  I jumped on my client’s site to see how each event was promoted.  I found 2 of the events that were featured on the homepage.  However the other 4 were MIA.

So I called my client and asked whether the events had pages on the site.  He assured me the events were there and walked me through the navigation.  Two of the events were available through banner ads but the ads cycled so they were only available 25% of the time.  It turned out one event never had a link set to it.  The sixth one was available through a buried link on a calendar document.

I was a dedicated visitor and I needed a guide to find the events I knew were there.  How many unmotivated visitors that don’t know about the events do you think made it to the event pages?  As you’d expect, very few.

The solution, make an events index page.  We placed an events link on the primary navigation so that it was easy to find what was on the calendar regardless of where a visitor went in the site.  The index page provided a handy list to site visitors as well as my client so that there was a simple reference of upcoming events.  Furthermore, promotions could point to the index or the individual event page depending on what’s most appropriate.

It’s a simple thing but one that can be lost as a site grows.  Make sure that any important category of your site has an index page so that visitors can easily get to the information you want them to see.

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Keep Your Website Current

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An often overlooked aspect of a website is that it needs to be maintained.  Setting and forgetting is not a great strategy for your site.  The primary reason for this is that things change.  If you don’t keep your site current then it will not have no ability, or a hindered ability, to market your products or services.

Here is a list of things that change and efforts need to be made to keep up with it.

  • Content changes: There’s nothing worse than a website with a lot of information that is outdated.  That’s especially true if contact information is inaccurate.
  • Technology changes: The internet does a pretty good job of supporting older technologies but it doesn’t last forever.  It’s important to check on your site, especially any tools or programming to ensure it’s functioning properly.
  • Layout changes: Technology often breeds change in design.  You don’t have to be a cutting edge site but a critical eye is necessary if your site layout is dated.  Even untrained eyes can pick out dated sites that were clearly designed a decade or more ago.
  • Link changes:  Link internally to your site should be stable but what about links going to other sites?  It’s good to check those links intermittently as they can break at any time.  This is especially true for older blog or article posts that often are neglected.

So how does one keep up with changes?  Many folks don’t have time or a focus on their website to remember everything that might need updated in real time.  The simplest way is to create a maintenance matrix.  This is a schedule of what items need reviewed and when.  Setting a matrix often keeps the workload down because it dedicates certain times to updates.  Critical changes like contact information updates need done immediately but other updates for basic sites might be as infrequent as a yearly review.

Set a schedule to keep your site current.  All it takes is a schedule and some diligence and you will have a site serving visitors content that’s applicable for no, rather than the past.

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Online Marketing Success Takes Work and Diligence

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The myth of getting rich quick through the internet still seems to have a pulse. Many people looking to start an internet based venture still have delusions of a “set it and forget it” situation. If only it were so easy to promote your business and generate revenue online. Online marketing is a process, not a task. Overall the process does not have a completion date, rather it’s a system of maintenance and gradual improvement.

The set and forget mindset typically sounds like this, “I’ll build a website with a great tool, product, or service. Then I’ll do some initial promotions, SEO, ads, emails, social media etc. Then I’ll rake in the money.” There’s a lot wrong with this idea.

The first might be that your tool, product, or service is great. It’s extremely hard to offer something online that doesn’t exist in some form. Check your assumptions and make sure that you are filling a need by focusing on a certain niche, geography, or competency.

The second false assumption is that initial work is the completion of your online marketing. It’s almost always just the beginning. SEO’s a good example, if you set your sites parameters and then leave it alone, you won’t rank well for long, if at all. SEO only works well when it is actively managed and content is added or updated.

Generating money as a blogger (FYI this blog makes me exactly $0 in direct revenue) is a great example of people’s misconceptions. There’s a general belief that blogging is a no-sweat way to make money. The reality is it’s difficult to make significant direct revenue from a blog as generating an audience is challenging. The other misconception is how much work it takes to maintain a “career blog”. Professional bloggers work full time keeping their content updated, fresh, and audience appropriate.

Everyone likes the raking in cash part of the process. However, when starting, people need to be aware that internet marketing is not synonymous with turnkey business. You can make good money, but not without putting in the work. Most people that promote their business through the internet have to work at it to be successful. It’s rarely a situation where they take months off at a time and just check in to see how large their bank account has grown. If you’re going to be successful with your internet marketing, you need to understand that it’s going to take work and diligence.

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A Picture is Worth a Thousand Words, But Which Words are You Saying?

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Pictures (and multimedia) can be worth a thousand words.  Just make sure that the images used in your online marketing are the ones you want to say.

Years ago most images on a website (at least professional ones) were analyzed, if not labored over.  The reason was that every page counted and just the right image was necessary to make the most of the sites marketing potential.

With the explosion of social media and link farms there is a lot of new content hitting the web.  And as you’d expect when quantity spikes, quality often plummets.  Social media and content management tools have been great in opening the web up to anyone who can use the internet.  Unfortunately this lack of restraints can lead to too much content being produced in a low quality manner.

Of course for many applications a low quality doesn’t matter.  No one is going to criticize a poorly shot photograph from vacation that someone places on Facebook.  However, if you are representing a company or organization, that will reflect poorly.

For example, I get Tweets from a company that regularly posts poorly shot and often pointless photographs of events they hold.  The people in the photos are never identified and aren’t recognizable because these snapshots are usually taken too far away.  In short they are pointless.  The company would be better served in buying stock photos of groups of people looking at speakers.  At least the photos would be well composed.

Don’t get trapped in the quantity trap. Take the time to only create and release quality materials that are pertinent to your audience.  There is a lot of drive now to maximize the use of social media and build links.  Both of those are admirable goals but only if the content being created is up to par.  After all, dumping a lot of poor quality or pointless material onto the internet might generate a few clicks but your credibility will gradually erode.

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Define Success: Website

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Website metrics are often simplified to website metric, visitors. While the number of visitors is certainly important as we need traffic, many other metrics are a better measure of success on a website.

There are several web metrics that can be used to define success based on the company objective:

  • Bounce rate – This serves as a reverse goal, meaning a low rate is better.  Bounce rate designates how many people land on a page and then move away from the site.  It’s a great way to see if your content is delivering what visitors expect.
  • Time on Page – With a little analyzing you can see if people are using your webpages as you intend.  For example if it’s an article and they only stay a few seconds, then it’s unlikely that your content is engaging.  Conversely if it’s a directory and the time on page is low (and bounce rate isn’t high) it confirms that people understand the navigation easily and are finding the link to information they want.
  • Conversion – This takes some set up in the metric system but there should be clearly defined conversions for every site.  These are typically landing pages and a measure of how many people took advantage of a landing pages offer like newsletter sign ups, contact form, or event registration.

Truly valuable information comes from mixing these metric and analyzing the story it tells.  For instance viewing visitors to a conversion page and see how many people fulfilled the conversion is a powerful way of gauging offer and page layout effectiveness.

Don’t simplify website metrics into visitors only.  After all if people only visit the site and without taking any action, it’s unlikely that the website has fulfilled its real purpose.

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