Results

A recent eWeek editorial points to the need for small businesses to utilize search features on their websites. While the move can be a daunting one, recent SaaS developments have made it easier to meet customer’s search needs online. While many smaller businesses understand the need for utilizing SEO techniques, they are lacking when it comes to examining their site’s internal usability.

As eWeek analyst Jim Rapoza points out, “When it comes to how users find information and content on a site, a well-implemented search engine can pay real dividends in helping users find what they are looking for. But, strangely, many proprietors of Web sites seem to ignore their own search capabilities, doing little in the way of internal search optimization.” This can be a huge handicap for web-based businesses in particular, since a competitor is a simple click away.

The need for internal search is partially being driven by a melding of the brick-and-mortar and e-commerce experiences. Customers, whether online or in the store, expect to have directions to what they want to purchase. These can be in the form of signage above the aisles or in-store personnel at a store; they should be represented by clear taxonomy and search functions for e-commerce sites. For example, a site like Amazon provides listings of DVDs, CDs , books, and other categories. These large categories should be broken down by genre, like fiction and non-fiction, or classical and rock. A solid taxonomy can help customers who want to browse find their preferred styles.

For those who aren’t browsing, however, a search function can act as a greeter or customer service person, directing those in a hurry to the right aisle immediately. A user looking for a specific book by a specific author should not have to sift through complicated menus, such as “Non-fiction > History > U.S. > Revolutionary War > David McCullough > 1776″. Amazon is an excellent example of an effective site search. While the sidebar gives categories for browsing shoppers, the prominent search bar at the top leads directly to the item being sought. Typing in “1776″ gives the user David McCullough’s book as the top entry, and searching by the author gives it as the 4th entry.

In the past, businesses wanting effective search engines for internal websites would have to create an original application with data stored and hosted on expensive, powerful servers. Now, many companies such as Amazon and Google are renting out their search technology to smaller companies, allowing them to access the power of massive computing clouds. Google’s Site Search allows users to tap the accurate data processing and complex search functions that Google uses for its own search engine.

A recent Talkibie article explored the Google service in-depth, and the move has given many small businesses the chance to improve their website usability. Other search companies are sure to follow their lead, utilizing their own infrastructure to help websites serve the search needs of their customers. Soon, internal search will be a necessity for all online businesses. As eWeek put it, “If you have a hard time finding content that you know exists using your search engine, visitors will find it impossible. And if your visitors can’t find what they are looking for, then they have no reason to come back to your site.”

On the web, content is everywhere; consumed and created by anyone with a notion to read or write.  Content is so ubiquitous, in fact, that to some it seems valueless—practically free for the taking.  But take heart, internet authors, for your creations are, in most instances, protected by copyright law.  The best part?  You’re probably protected already.

The moment you put pen to paper—pixel to screen, perhaps—and affix your creative thoughts in a tangible form that is perceptible directly, or with the aid of a machine or device, you are protected.  Whether or not you registered your material officially with the U.S. Copyright Office (for you Americans out there) matters not a whit; you’re protected just the same.  Of course, officially registering your copyright is a good idea; it might help if you ever become involved in a legal dispute.  Happily, in the United States, registering your copyright is a simple three part process:  you fill out a form, you provide a copy of your work, and you pay a small fee.

Even if you don’t register your copyright, you can still include a copyright notice on your creation.  For copies of visually perceptible creations, a copyright notice should contain the following three elements:  the familiar “circle-c” symbol or the word “Copyright”; the year in which the work was first published; and the name of the copyright owner.  The following, for example, is a proper copyright notice:  “Copyright 2008 Joe Jones.”  But remember, your copyright is good even if you don’t include a statement of copyright expressly on your creation.  Best of all, your copyright gives you a measure of immortality.  For works created after January 1, 1978, copyright protections last for 70 years after you shuffle off your mortal coil.

Generally speaking, you can copyright most anything that involves a tangible form of expression.  Works of literature, music, drama, motion pictures are all copyrightable, but so are things like computer programs, maps, and architectural plans.  But not everything is copyrightable.  You can’t, for example, copyright titles, names, short phrases, or slogans—nor can you copyright forms of expression that haven’t been notated or recorded.  So the next time you make that brilliant off-the-cuff speech, make sure someone records it for you—or make sure you have a stenographer on hand.

Usability testing is not just a nice step for web developers anymore; it’s become a standard part of the procedure for building web applications. But what types of testing are out there, and how can you make sure your applications are being examined thoroughly? By combining several different techniques, development teams can ensure a comprehensive testing regimen delivers the best possible results.

Usability testing is designed to reduce errors of many sorts. A solid testing strategy will reveal the shortcomings of every aspect of the application, in terms of design, structure, and technical feasibility. A well-tested site feels natural for users, looks consistent, and works under many technical circumstances. Four basic testing types that make up a complete strategy are: Functional testing, Performance testing, Unit testing, and Regression testing.

Functional testing is all about ensuring your design plans have come to fruition. This phase involves going back to original blueprints and matching them up with the finished prototype. In the planning stages of development, teams will write up a set of “functional specifications”, detailing the look, feel, and needs of the application. Functional tests go back to those specifications and find out if the finished prototype meets initial expectations. In order to conduct an accurate functional test, planning materials and documentation must be preserved and updated throughout the development process.

Performance testing examines the technical aspects of the application prototype. This phase determines the speed or effectiveness of the application, measuring quantitative rather than qualitative performance. Teams must determine how reliable, scalable, and flexible the application is so users are not frustrated with performance or shut out because of their systems. By using performance testing to diagnose any technical problems or shortcomings, developers can avoid communication bottlenecks and give users as much speed as possible.

Unit testing is meant to scrutinize each component in a given application. Each “unit”, or small testable part of the whole, is examined independently of the others. This phase fits in well to agile development techniques, which focus on providing complete pieces of the whole application every few weeks. By testing individual units developers ensure complete functionality once the prototype is assembled. It also allows mistakes and problems to be corrected continually, speeding up the process of functional and performance testing.

Regression testing is concerned with backwards functionality when updating or modifying an existing application. This is a common method used for updates to common software programs, and it’s increasingly being used by web developers buildingSaaS tools. When new features are added, they must be testing in conjunction with old code. Developers and testers will set up parameters and scenarios to use each time an update is planned. By running new tests on new and old code, teams can keep error rates low and prevent themselves from introducing problems into existing applications.

These four testing methods can be used to perfect any type of application. By cross-pollinating each prototype with different methods of usability testing, developers can reduce error rates and create a seamless experience for users.

Industry experts are closely watching the mobile market, and they’re finding ways to make better use of smart phone technology. For most of us, a phone is a constant companion; marketers and retailers want access to that companion, enabling them to advertise and sell goods to anyone, anywhere. Add to that the fact that although only 4% of mobile users have paid for items with their phones, nearly half (49%) expect to do so in the future according to Nielsen Mobile.

Some are calling the trend “m-commerce,” and while the numbers are small thus far research shows that the market is ripe. Early adopters of mobile shopping consist of just 9 million people, and they are likely adults between the ages of 25-34. Men are more likely to make purchases with mobile phones than women. M-shopping is clearly still in the future, but with the falling prices on smart phones and data plans, more and more people are using their phones to access the net and make purchases.

The most recognizable form of m-commerce is simply accessing an established e-retailer’s mobile site. Smart phone users can shop Amazon, E-Bay, or Best Buy from their phones using traditional payment methods. However, many are concerned about security. While those who access the internet via mobile phones are comfortable with checking Google Maps or accessing their email on the go, they are decidedly more cautious when it comes to making purchases. As the New York Times reports, “41 percent of the consumers who transmit data said security was the reason they didn’t buy things via their mobile phone. And 21 percent said they did not trust that the transaction would be completed.”

Because many users are wary of providing credit card information via mobiles (phones are easily lost or stolen), some retailers are enabling purchases short message service (SMS). ReadWriteWeb profiled a service through American Eagle Outfitters that allows shortcodes to send items and pricing information to user’s phones. “You can send items to your phone or your friend’s phone and a link in message takes you to a mobile web page featuring that item, its description, pricing, and locations where it can be found. The idea here is that you could take your phone to the store, show it to a representative, and they can help you find and purchase the item.” While they stop short of 1-click ordering, the process could easily be adapted as users become more comfortable with m-commerce.

Amazon also has a SMS service called TextBuyIt. Mobile shoppers can text keywords to the retailer, see product descriptions and pricing, reply to place an order, and answer a follow-up call for confirmation. The service ties your mobile number to your Amazon account, and default shipping addresses and payment information are used for payment and delivery. Again, Amazon stops short of pure mobile shopping by calling customers for added peace of mind.

The convenience of mobile shopping is bound to appeal to the public. Imagine hearing a song at a coffee shop and ordering the artist’s latest album while you wait for your cappuccino. You could instantly buy the size or color of shoe your local store doesn’t have in stock. We are becoming an increasingly mobile culture, and soon smart phone users will not only be able to talk, email, text, and surf on their phones, but they will also be able to buy just about anything they see.

A recent Google announcement has web tracking firms shaking in their boots. The search giant is experimenting with Google Trends for Websites. Trends tracks user behavior and displays the most popular searches in a variety of categories. Trends for Websites goes one step further and allows users to compare traffic patterns at major websites.

Google’s official blog claims the move is, “a fun tool that gives you a view of how popular your favorite websites are, including your own!” Users can enter in up to five different websites to compare traffic data, related sites, and the searches that lead visitors to them. Competitors like Comscore, Compete, and Alexa are likely to think it’s far more significant than simply a plaything. Those who track websites for clients and sell statistics and reports won’t view Trends for Websites as a “fun tool”.

One of the reasons it presents a problem for competitors is because of the way in which they collect traffic data. As a recent Techcrunch article points out, “All these services fall prey to one core problem - they don’t have a way to directly measure the traffic on the websites that they’re monitoring.” Companies like Comscore can collect data only from opt-in websites, and because of this limitation, their data is inaccurate or one-sided.

Google, on the other hand, can track data from a combination of sources. Trends for Websites, “combines information from a variety of sources, such as aggregated Google search data, aggregated opt-in anonymous Google Analytics data, opt-in consumer panel data, and other third-party market research.” The algorithm incorporates millions of users and data points, potentially increasing the accuracy of the results. Since it’s a Google Labs service, the team plans to monitor and improve the results as time goes on.

While Google is already a player in the web metrics market with Analytics, Trends for Websites takes the data they collect public, allowing anyone to explore and interpret website visitation trends. In addition to providing traffic monitoring into, Trends for Websites will also show other sites visited by the same users. For example, if I look at statistics for bestbuy .com, it shows a huge spike in the months before Christmas. It also shows that those who shopped online at Best Buy also checked out the e-commerce sites for Circuit City, GameStop, and Fry’s Electronics. While retail sites might not want to share users, blogs or content-based sites with common readership could use Trends for Websites to set up advertising deals or joint projects.

While Trends for Websites definitely has its limitations and pitfalls (not all sites are tracked), the service has the potential to put traffic data in the hands of anyone who wants it. This suits Google, since many of their services are free, but those who sell website metrics are going to have to find new ways to compete.

A recent development in accessibility software is making waves in the Software as a Service (SaaS) world. A PhD student the University of Washington has developed a web-based screen reader for the blind. Jeffrey Bigham, under the supervision of Professor Richard Ladner, has developed and launched WebAnywhere, which allows blind internet users to access a screen reader on any computer.

Seeing internet users take it for granted that they can do most of their online activity on any machine. Whether it’s a laptop, work computer, library machine, or a hotel kiosk, we can check our email, create and share documents, and keep up to date on the news regardless of our location. However, the nearly 10 million blind U.S. users rely on screen readers which must be installed on individual computers. These are often large applications, and many public internet portals will not allow users to install programs.

Bigham’s SaaS tool eliminates this problem by making a screen reader into a web-based program. He told the University of Washington News, “You don’t have to install new software. So even if you go to a heavily locked-down computer, say at a library, you can still use it.” Like many screen readers, WebAnywhere is being provided free of charge. The source code has also been released, and a Chinese developer is looking to adapt the technology for use with Chinese websites.

A demonstration of how WebAnywhere works is available on their website:

The SaaS tool has been tested on a variety of machines and browsers, and the initial release seems to be a unanimous success. The project has received a lot of attention, and while it is currently hosted on UW servers, the Alpha release may eventually evolve. UWNews reports that Bigham is working with web non-profit Benetech, which supports accessibility project for the blind.

Accessibility is one of the key issues facing future web and software developers. Many are following the lead of researchers like Bigham and Ladner to make it easier for users of all abilities to access the internet. As Bigham points out to UWNews, “Traditional desktop tools such as e-mail, word processors and spreadsheets are moving to the Web. Access technology, which currently runs only on the desktop, needs to follow suit.”

Online shopping continues to rise in popularity, but is the usability keeping up with the growing customer base? As brick-and-mortar stores struggle to compete with big e-commerce sites like Amazon and Overstock.com, it seems that e-commerce retailers are also trying to duplicate the look and feel of a real store. User interfaces and features are more and more a reflection of the physical shopping experience.

One of the reasons e-commerce has been so successful is that websites are able to compete with retailers on the #1 sales driver: price. Large warehouses like Amazon’s can stock thousands of items without having to display them or redirect them to retail locations, like Best Buy does. But when prices are so easy to compare through services like Shopzilla and PriceGrabber, how else can an online retailer attract and retain customers?

Organization is one of the keys to successful e-commerce usability. Just like in a brick-and-mortar store, if a customer cannot quickly and easily find what they need, they can visit a competitor. For this reason, online stores are mimicking the organization techniques of retail stores. E-commerce sites must employ both a good “browse” function and a good search tool. This will meet the needs of customers with different shopping styles. While some will click through “Books > Non-Fiction > Outdoors > Bird Watching > The Audubon Backyard Birdwatcher”, others might type the title they need into the search bar on the home page.

The need for a good browsing experience can not only help customers locate the items they need, but it can also lead to impulse purchases. Backcountry.com, an outdoor product e-commerce site, is a good example of an “upsell” browsing experience. As users click on different models of sleeping bags, for example, the site presents a sidebar with competing models and accessories like sleeping pads and compression sacks. Website retailers are increasingly employing taxonomists, whose job it is to group, tag, and name items to maximize the accuracy of these suggestions. Think of it as a descendant of signs over shopping aisles. This is a direct poaching of retail techniques, where similar items and their accessories are displayed next to one another for easy comparison shopping and upselling.

In-store and online shopping are also converging when it comes to the idea of an “effortless experience”. Many people access web retailers because it is less taxing than a trip to the mall. Customers don’t want to expend either mental or physical effort when it comes to online shopping in particular. A proper taxonomy can help here, as it might reduce the actual number of clicks it takes to reach the desired item. The most important factor, though, when it comes to reducing clicks is a good search tool. Many SaaS companies, including Google, are making search services available to retailers for use on e-commerce sites.

Finally, online shoppers are looking for expert information. While the teenager at Home Depot may or may not know what tool you’re looking for, e-commerce sites are increasingly allowing for in-depth comparison shopping. They are providing technical specifications, manufacturer’s information, high-resolution product photos, and even customer reviews. This helps close the gap between shopping in a real store (where you can read the back of the box and touch the item) and online shopping. Websites are also giving you a chance to talk with salespeople through instant chat and online customer service calls.

Brick-and-mortar stores aren’t simply standing by, though. They are embracing the era of Web 2.0 by including technology in the retail experience. While almost every store has a corresponding website, many are allowing customers to access the web from kiosks and stations in the store. A shopper could try on the shoes they want in one color, and order a different color from the retailer’s web kiosk.

While both online shopping and brick-and-mortar stores have their failings, the two are starting to look more and more alike. Users are shopping online more than ever, and website retailers are taking cues from retail stores to give customers the best experience possible.

For the first time, Gmail users will be able to participate in a public beta testing of new features. Google is notoriously secretive about newly developed products and services, and they limit public beta testing to those products under the Google Labs release. However, with the addition of a “Labs” tab in users’ Gmail accounts (in the Settings page), the testing of new Gmail features is more transparent than ever.

The move was announced in a blog post, which humorously explains the reasoning behind a public beta for Gmail features: “People often ask how we decide what to build next. It’s usually a mix of factors, like how many users are asking for it (think delete button, vacation responder, and IMAP, among others), how useful we think it will be (think chat, conversation view, etc.) or how much fun it will be to work on (this is actually really important). We have all sorts of debates about each option, we weigh the pros and cons, and then some of the time we probably make the wrong decision. Gmail Labs is a way for us to take lots of the ideas we wouldn’t normally pick and let you all (who use Gmail) decide whether they’re good or not.”

Indeed, many companies use beta testing as a way of releasing or launching a new product without having to determine the market or perfect the design. By letting users weigh in on new features, Google will be able to keep the good ideas and toss those which people don’t like (without drawing criticism for a poorly thought-out service). While it’s becoming more and more common to release technology tools and services in a soft-launch or beta, it can actually be a very clever way to involve power users in the development process.

Gmail Labs is testing 13 new features, which users can enable or disable as desired. One setting, Pictures in Chat, puts users’ profile pictures into the chat window next to their communications. Another increases the icons options for tagging mail; Superstars lets you star, checkmark, and exclamation mark mail depending on urgency or importance. Old Snakey is a classic game that has been developed so Gmail users can play it right on their screen with a simple keyboard command. While arguably not as useful as other new features, it will likely be popular with users.

Perhaps my favorite new Gmail labs product, though, is called Email Addict. This neat feature actually locks you out of your mail at the click of a button with an inspiring message: “Take a walk, get some real work done, or have a snack. We’ll be back in 15 minutes!” Each time you check back (which I’ve done about 20 times now), it gives you a new estimate of how much longer you must wait for Gmail to come back.

In classic Google fashion, the developers and designers of the new features are credited next to their innovative creations on the Gmail Labs page. With the 20% rule which gives workers a slice of their time for pet projects, any number of cool features could show up on Gmail Labs. The innovative folks at Google will push out new services for users, and now users will be able to “yea” or “nay” them as the situation dictates.

Excited fans of Mozilla eagerly downloaded the open source company’s new free browser, Firefox 3, yesterday in massive numbers. The company encouraged users to participate in a potentially record-setting “Download Day”, trying to set a Guinness World Record for most software downloads in a 24-hour period. While some server snags were reported, the event seems to have been a great success, though the folks at Guinness World Records will take a few days to confirm the record.

CNN is reporting that Firefox 3 was being downloaded at a rate of 9,000 copies a minute as the festivities began. Firefox has announced that 8,432,439 copies were distributed around the world, and an interactive map on their website shows which countries took advantage of the free browser software. If the map is accurate, nearly every nation on earth has some Firefox fans, including unlikely spots like Madagascar (274 downloads), Greenland (115), Papua New Guinea (51), Uzbekistan (596), and Sierra Leone (6).

The bigger news, however, is not just the popularity of Firefox 3 but also the improved usability. Unlike Internet Explorer 7, Firefox 3 passes the Acid2 Browser Test, a Web Standards Project measurement that ensures compatibility with CSS 2.0 and HTML web design (IE 8 is expected to pass). New features are being praised by technology journalists and users alike. This CNET review in video form touts the improved loading times for Javascript and the new security system, which shows users a warning for suspicious sites. Other popular upgrades include:

• support for Yahoo! mail instant composition (formerly only available for desktop email clients)
• organization and tagging functionality for Bookmarks
• suggested URLs from Bookmarks folder
• support for Foxmarks synchronization
• ability to save sessions/tabs when closing
• built-in spellchecker
• full zoom on web pages
• new and improved browser add-ons

All these improvements are impressing reviewers. The smart address bar is perhaps the most popular and controversial of all the new features. While some wish it could be turned off, others are impressed with the usability. A reviewer at Inforworld writes, “The address bar has taken on a life of its own. Going far beyond address-matching as you type, Firefox 3 also matches your entered URLs against keywords within the title or tags of the page. It sorts by frequency and recency, and tunes itself as you use it. I’ve found that it gets the right page or link for me just about every time.”

While Firefox is still playing second-fiddle to Internet Explorer in terms of browser popularity, Firefox 3 gives Mozilla a definitive edge in usability. Download Day was an undeniable success which will give Mozilla more visibility in the months to come. Expect to see more and more users join the ranks of the Firefox faithful. It seems that in the so-called “browser wars”, Firefox 3 has just pulled ahead of the pack.

While Microsoft’s inability to sell Vista to consumers is well-documented, businesses are starting to come forward with their reasons for refusing to upgrade. The troubled operating system was released in an elaborate roll-out in January of 2007. Since that time, revenues in the desktop Windows group have fallen by 2%. While Microsoft continues to promote Vista to business users, big businesses have gone public in rejecting the OS and their reasons are diverse.

In a recent BusinessWeek article, General Motors joined the ranks of those who are looking for future software releases from Microsoft. Chief systems and technology officer Fred Killeen said, “We’re considering bypassing Vista and going straight to Windows 7.” The automaker has conducted preliminary testing on Vista which has not gone smoothly. Like many big companies, a software upgrade on the scale of Vista could be a disaster of huge proportions. Any disruption to vendors and customers could add to the beleaguered company’s woes.

Alaksa Airlines is another company which has vowed not to upgrade. Because they buy Dell PCs, they do purchase computers with Vista installed, but they then “downgrade” to XP to avoid problems. CIO Robert Reeder tells BusinessWeek, “There’s no business value in us continuing to chase that upgrade cycle.” Vista has little to offer companies like Alaska Airlines, since they are moving towards web-based software. Reeder also said, “”We don’t get any competitive advantage out of what we run on the desktop.”

Many users have complained that Vista works only on the newest, most powerful PCs, as it requires a fast processor and a lot of memory. Many have also run into compatibility issues with other software. This YouTube video, which has received over 2 million hits, highlights some of these issues, as well as showcases the frustration of some users. It seems for some, the only place Vista belongs is in a shredder. No wonder businesses are hesitating.

The light at the end of the tunnel, for both Microsoft and PC users, is Windows 7, the top secret follow up to Vista due out in late 2009. Not much is known about this new OS, largely because Microsoft is trying to keep it hush hush. In a recent blog post, Windows 7 team member Chris Flores writes, “With Windows 7, we’re trying to more carefully plan how we share information with our customers and partners. This means sharing the right level of information at the right time depending on the needs of the audience.” One recently revealed tidbit, however, is that Windows 7 may be used on Microsoft Surface, a multi-touch device marketed to businesses.

One of the keys to any corporate software upgrade is the promised time savings that a new system will bring. A new database might help workers find inventory faster. A new CRM system can reduce call times by letting phone representatives see past issues or future needs. A new operating system, in theory, should give businesses the ability to run programs without errors and maximize the time spent on projects. Vista has failed businesses in this regard. Any system that meets basic usability standards should save us time, not take up our time with needless messages or confirmations. Many who unwittingly upgraded are not only out the money spent on licenses, but also the man hours they spent trying to make the upgrade go smoothly. Vista is not yet usable for businesses, and those who were first to upgrade may never recover their investment.