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10 Harsh Truths About Corporate Websites


We all make mistakes running our websites. However, the nature of those mistakes varies depending on the size of your company. As your organization grows, the mistakes change. This post addresses common mistakes among large organizations.

Most of the clients I work with are large organizations: universities, large charities, public sector institutions and large companies. Over the last 7 years, I have noticed certain recurring misconceptions among these organizations. This post aims to dispel these illusions and encourage people to face the harsh reality.

The problem is that if you are reading this post, you are probably already aware of these things. But hopefully this article will be helpful to you as you convince others within your organization. In any case, here are our 10 harsh truths about websites of large organizations.

1. You Need A Separate Web Division Link

In many organizations, the website is managed by either the marketing or IT department. However, this inevitably leads to a turf war, with the website becoming the victim of internal politics.

In reality, pursuing a Web strategy is not particularly suited to either group. IT may be excellent at rolling out complex systems, but it is not suited to developing a friendly user experience or establishing an online brand.

Screenshot of Zeldman's website
Zeldman1 urges organisations to create a separate web division.

Marketing, on the other hand, is little better. As Jeffrey Zeldman puts it in his article Let there be Web divisions2:

The Web is a conversation. Marketing, by contrast, is a monologue… And then there’s all that messy business with semantic markup, CSS, unobtrusive scripting, card-sorting exercises, HTML run-throughs, involving users in accessibility, and the rest of the skills and experience that don’t fall under Marketing’s purview.

Instead, the website should be managed by a single unified team. Again, Zeldman sums it up when he writes:

Put them in a division that recognizes that your website is not a bastard of your brochures, nor a natural outgrowth of your group calendar. Let there be Web divisions.

2. Managing Your Website Is A Full-Time Job Link

Not only is the website often split between marketing and IT, it is also usually under-resourced. Instead of there being a dedicated Web team, those responsible for the website are often expected to run it alongside their “day job.” When a Web team is in place, it is often over-stretched. The vast majority of its time is spent on day-to-day maintenance rather than longer-term strategic thinking.

This situation is further aggravated by the fact that the people hired to “maintain” the website are junior members of the staff. They do not have the experience or authority to push the website forward. It is time for organizations to seriously invest in their websites by hiring full-time senior Web managers to move their Web strategies forward.

3. Periodic Redesign Is Not Enough Link

Because corporate websites are under-resourced, they are often neglected for long periods of time. They slowly become out of date with their content, design and technology.

Eventually, the website becomes such an embarrassment that management steps in and demands that it be sorted. This inevitably leads to a complete redesign at considerable expense. As I point out in the Website Owners Manual3, this a flawed approach. It is a waste of money because when the old website is replaced, the investment put into it is lost, too. It is also tough on finances, with a large expenditure having to be made every few years.

Screenshot of Cameron Molls Article
Cameron Moll encourages4 web designers to realign their website rather than redesign.

A better way is continual investment in your website, allowing it to evolve over time. Not only is this less wasteful, it is also better for users, as pointed out by Cameron Moll in his post Good Designers Redesign, Great Designers Realign5.

4. Your Website Cannot Appeal To Everyone Link

One of the first questions I ask a client is, “Who is your target audience?” I am regularly shocked at the length of the reply. Too often, it includes a long and detailed list of diverse people. Inevitably, my next question is, “Which of those many demographic groups are most important?” Depressingly, the answer is usually that they are all equally important.

The harsh truth is that if you build a website for everyone, it will appeal to no one. It is important to be extremely focused about your audience and cater your design and content to it. Does this mean you should ignore your other users? Not at all. Your website should be accessible by all and not offend or exclude anybody. However, the website does need to be primarily aimed at a clearly defined audience.

5. You Are Wasting Money On Social Networking Link

I find it encouraging that website managers increasingly recognize that a Web strategy is more than running a website. They are beginning to use tools such as Twitter, Facebook and YouTube to increase their reach and engage with new audiences. However, although they are using these tools, too often they do so ineffectively. Tweeting on a corporate account or posting sales demonstrations on YouTube misses the essence of social networking.

Screenshot of Microsoft's Channel 9 website
Microsoft dramatically improved its image amoung the development community by allowing Microsoft staff to speak out via the Channel 9 website.

Social networking is about people engaging with people. Individuals do not want to build relationships with brands and corporations. They want to talk to other people. Too many organizations throw millions into Facebook apps and viral videos when they could spend that money on engaging with people in a transparent and open away.

Instead of creating a corporate Twitter account or indeed even a corporate blog, encourage your employees to start Tweeting and blogging themselves. Provide guidelines on acceptable behavior and what tools they need to start engaging directly with the community connected to your products and services. This demonstrates not only your commitment to the community but also the human side of your business.

6. Your Website Is Not All About You Link

Where some website managers want their website to appeal to everybody, others want it to appeal to themselves and their colleagues. A surprising number of organizations ignore their users entirely and base their websites entirely on an organizational perspective. This typically manifests itself in inappropriate design that caters to the managing director’s personal preferences and contains content full of jargon.

A website should not pander to the preferences of staff but should rather meet the needs of its users. Too many designs are rejected because the boss “doesn’t like green.” Likewise, too much website copy contains acronyms and terms used only within the organization.

7. You’re Not Getting Value From Your Web Team Link

Whether they have an in-house Web team or use an external agency, many organizations fail to get the most from their Web designers. Web designers are much more than pixel pushers. They have a wealth of knowledge about the Web and how users interact with it. They also understand design techniques, including grid systems, white space, color theory and much more.

Post from Twitter complaining about being a pixel pusher
Treating designers as pixel pushers wastes their design experience: post from Twitter complaining about being a pixel pusher

It is therefore wasteful to micro-manage by asking them to “make the logo bigger” or to “move that 3 pixels to the left.” By doing so, you are reducing their role to that of a software operator and wasting the wealth of experience they bring.

If you want to get the maximum return on your Web team, present it with problems, not solutions. For example, if you’re targeting your website at teenage girls, and the designer goes for corporate blue, suggest that your audience might not respond well to that color. Do not tell him or her to change it to pink. This way, the designer has the freedom to find a solution that may even be better than your choice. You allow your designer to solve the problem you have presented.

8. Design By Committee Brings Death Link

The ultimate symbol of a large organization’s approach to website management is the committee. A committee is often formed to tackle the website because internal politics demand that everybody has a say and all considerations be taken into account. To say that all committees are a bad idea is naive, and to suggest that a large corporate website could be developed without consultation is fanciful. However, when it comes to design, committees are often the kiss of death.

Illustration showing why design by committee fails
Design by committee leads to design on the fly.

Design is subjective. The way we respond to a design can be influenced by culture, gender, age, childhood experience and even physical conditions (such as color blindness). What one person considers great design could be hated by another. This is why it is so important that design decisions be informed by user testing rather than personal experience. Unfortunately, this approach is rarely taken when a committee is involved in design decisions.

Instead, designing by committee becomes about compromise. Because committee members have different opinions about the design, they look for ways to find common ground. One person hates the blue color scheme, while another loves it. This leads to designing on the fly, with the committee instructing the designer to “try a different blue” in the hopes of finding middle ground. Unfortunately, this leads only to bland design that neither appeals to nor excites anyone.

9. A CMS Is Not A Silver Bullet Link

Many of the clients I work with have amazingly unrealistic expectations of CMS (content management systems). Those without one think it will solve all of their content woes, while those who have one moan about it because it hasn’t!

It is certainly true that a CMS can bring a lot of benefits. These include:

  • reducing the technical barriers of adding content,
  • allowing more people to add and edit content,
  • facilitating faster updates,
  • and allowing greater control.

However, many CMS are less flexible than their owners would like. They fail to meet the changing demands of the websites they manage. Website managers also complain that their CMS is hard to use. However, in many cases, this is because those using it have not been adequately trained or are not using it regularly enough.

Finally, a CMS may allow content to be easily updated, but it does not ensure that content will be updated or even that the quality of content will be acceptable. Many CMS-based websites still have out-of-date content or poorly written copy. This is because internal processes have not been put in place to support the content contributors.

If you look to a CMS to solve your website maintenance issues, you will be disappointed.

10. You Have Too Much Content Link

Part of the problem with content maintenance on large corporate websites is that there is too much content in the first place. Most of these websites have “evolved” over years, with more and more content having been added. At no stage has anybody reviewed the content and asked what could be taken away.

Many website managers fill their website with copy that nobody will read. This happens because of:

  • A fear of missing something: by putting everything online, they believe users will be able to find whatever they want. Unfortunately, with so much information available, it is hard to find anything.
  • A fear users will not understand: whether from a lack of confidence in their website or in their audience, they feel the need to provide endless instruction to users. Unfortunately, users never read this copy.
  • A desperate desire to convince: they are desperate to sell their product or communicate their message, and so they bloat the text with sales copy that actually conveys little valuable information.

Steve Krug, in his book Don’t Make Me Think, encourages website managers to “Get rid of half the words on each page, then get rid of half of what’s left.” This will reduce the noise level on each page and make the useful content more prominent.

Conclusions Link

Large organizations do a lot right in running their websites. However, they also face some unique challenges that can lead to painful mistakes. Resolving these problems means accepting that mistakes have been made, overcoming internal politics and changing the way you control your brand. Doing so will give you a significant competitive advantage and allow your Web strategy to become more effective over the long term.


Footnotes Link

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Paul Boag is the author of Digital Adaptation and a leader in digital strategy with over 20 years experience. Through consultancy, speaking, writing, training and mentoring he passionately promotes digital best practice.

  1. 1

    You are telling me my life… as (until recently) the web admin responsible for an enormous not for profit website for the last 4 years I can relate to every.single.point you raise. Gave up in the end, trying to turn the ship towards better results/practices became impossible.

  2. 2

    Great! Another article that boosts our morale as web designers in the corporate arena!

    Being bureaucratic has its downside.

  3. 3

    This is a fantastic post – I hope it’s read by the worst offenders in the corporate blogging world (though somehow I doubt it). More on this subject:

  4. 4

    whoa .. that was good. thx sm.

  5. 5

    Great Article. I cannot agree more. These insights will help me battle for a web development department.

  6. 6

    Some interesting views, particularly on redesign vs. realign. Sometimes, I think a site needs a redesign but that realignment should become an ongoing process from there. We need to reclaim the word redesign from the people who think *that’s* the silver bullet, never mind the CMS!

  7. 7

    Wow, these are great rules to live by. We just launched our new site and I think we followed most of them :-)

  8. 8

    this is a very original article with a few interesting pointers as to how to manage one’s online identity, thanks for sharing.

  9. 9

    Great post, really enjoyed it! Unfortunately, I don’t think all of the blame can be placed on the corporations, alone. They’re quite frequently led down the wrong path by their Ad Agencies that convince them social media is a must for everyone, flash is cool, static content is fine, etc.

    Too many agencies have embraced the Web in name only, and lead their clients astray, which causes corporations to have sub-par yet super-expensive websites. I actually recently wrote about how in order to really help their clients leverage the web rather than just racking up huge bills for disappointing sites.

    Thanks for the post and hopefully 2009 is the year this trend starts to change!

  10. 10

    OK… this is about the best damn post I have read in quite awhile. And for you guys, that’s saying something since I am such a HUGE fan. I will print this and laminate it and post it on my wall… big… maybe in, like… Helvetica or something.

    Damn. Just damn!

  11. 11

    What a great article. I’ve experienced every single one of these.

  12. 12

    Brilliant article.

  13. 13

    Absolutely right on. I run into these all the time with clients.

    They tend to forget who the experts are.

  14. 14

    Excellent article Paul, and certainly something that rings true for me.

    Having just left a Fortune 500 for a web startup I can tell you that you have hit the nail right on the head.

  15. 15

    great insight! you hit it on the head with #5. just because social media is the newest thing, doesn’t mean companies should dive in blindly. a smart web manager would first evaluate HOW their audience would use twitter, facebook, or blogs – or if it even makes sense for them to use these at all!

  16. 16

    SM thanks for this post. As an experiential designer (aka pixel pusher) at a large corp. i couldn’t agree more, especially with #7, #8, and #10… i’ll be printing this one out and passing it along to some of the folks i work with. I would email it to them but I’m afraid they wouldn’t know what to do with it. :)

  17. 17

    Very informative article. Thanks!

  18. 18

    to borrow a beat cliche…!

  19. 19

    Excellent article. I deal with these issues each day and each day I feel less and less appreciated as a designer/developer. Clients and even some PM’s don’t understand the design process let alone the development process and in the end it’s the site (and the designer) that suffers. Subtle and tactful education of the client and parties involved is the only solutions I’ve come up with but even then it sometimes does no good.

    Thank you for putting it all out there.

  20. 20

    Amen to that! Some very good points here. (WARNING: Copywriter rant! They all apply equally to copywriting too, not just the overall website project.)

    The one thing I’d qualify is the wholesale reduction of content volume. I agree that corporations tend to have HEAPS of content, but that can sometimes be a good thing. Remember, as a rule, search engines like to see a lot of content, so consider that before slashing. I’m not saying you should just put any old rubbish up there. Nor am I saying a lot of that content couldn’t do with an overhaul (how’s that for a double-negative?! ;-). I’m saying consider the search engines before you go culling. Perhaps a ‘More info…’ link is required? Or perhaps the existing content is all valuable – at heart – and just needs to be adapted to something read-and-searche-engine friendly?

    Even if it’s badly written, content generally equates to knowledge, and that’s exactly what you should be including on your website. Especially in times (as we are now) when prospective buyers are required to more comprehensively justify every purchase. (Coincidentally, Joanna Lord wrote an interesting post at Search Engine Land on this today – ‘Tuning Up Your Landing Pages In An Economic Downturn’.)

    And on this note, I actually disagree with your claim that “users never read this copy”. They do. If it’s properly written, and the website’s architecture guides them through the learning/selling process effectively. If it’s low level, FEWER people will read it, but those few people will get a lot of value out of it.

    Anyway, a nice post and some very good points. If nothing else, it’s good to hear some others are suffering! ;-)

    Cheers, Glenn (@divinewrite on twitter)

  21. 21

    I like the part about less. More white space, less clutter, who is your audience.Yes!

  22. 22

    Fantastic post. Great points.

  23. 23

    This is a wonderful, awesome article. Thanks so much!

  24. 24

    Great article!

  25. 25

    Oh baby, the folk who think that the CMS works like an old Kevin Costner movie are amazing. I’m a web developer. I’m a writer. So yes, I can implement your CMS, and I can even put together a really lovely doco for your content managers. But I can’t hold their hands or go to their houses and threaten them until they update their content.

    The truth is, they probably won’t. Because primarily, they are their JOB FUNCTION. Realising inherited responsibility for some web content no one cares about – and an expectation to update it – does not a motivated content manager make!

    (Twitter @crinkled)

  26. 26

    Good article. I must say, however, that beyond a certain volume of content, not using a CMS could become quite cumbersome because editing and managing static HTML pages would be very complex and require a huge amount of effort. More importantly, this increases the scope for broken links and messed up pages. So while a CMS is definitely not a silver bullet, it does reduce the headaches and makes website management a lot simpler.

  27. 27

    A very nice article… Keep up the good work… :D

  28. 28

    excellent article. Im going to make all of my clients read this from now on.

  29. 29

    I wish our clients read these articles!

  30. 30

    well actually marketing department can put life in the website. But still you need IT staff to maintain and even to create your website.

  31. 31

    OMG. Thank you for this! My web team & I (in a mid-size, international non-profit) struggle with each of these issues daily. How do we present these ideas to our senior managers without looking like whiners or prima donnas?

  32. 32

    These are strange but are absolutely true. Thanks a lot!

  33. 33

    well just to counterweight the stroke jobs from the rest of commenters, i for one thought this article was weak sauce. harsh truths about this website: who is the audience? newbies? and leading with screens from zeldman and alist? its like you’re admitting this has already covered this. 10 years ago.

  34. 34

    I strongly agree with point 8. “Design By Committee Brings Death” , This process hurts not only design but Irritates the designer too.

  35. 35

    I agree with most of what was said, especially the part about CMSs. Everybody wants a CMS, but they don’t realize that they are just as technically challenging as learning how to make a website from scratch. Take drupal as an example. Sit a client down in front of the admin interface for the first time, and they won’t have a clue.

  36. 36

    Oh I love this article. Moving from a print designer in the marketing dept to a web designer in IT was quite difficult come re-doing the website and keeping everyone happy. I can definitely relate to this article and wish I read it 2 years ago. Thanks. Now I have back up…

  37. 37

    really nice and detailed article thanks you sooo much i have learned alot form this article keep posting :)

  38. 38

    Abdulsalam Alasaadi

    February 10, 2009 9:34 pm

    Thank you for your valuable information. well written.
    I personally lived almost all the harsh realities you have talked about. I worked for a ministry for two years and now I work in a big telecommunication company.
    Both of the organizations have very strict policies in changing/updating anything in their websites. A lot of people try to interfere and make a design suggestion!

  39. 39

    Absolutely agree. I hate our corporate design (in my company) :)

  40. 40

    clap clap clap

    i couldn’t agree more – especially the part about cms? i swear every client feels that way. and the “death by committee” bit? man…..haven’t we all been there when a client will email you and say, “so i sent your designs to the board….”


    terrible. thank you SM! i appreciate the fact that others understand :)

  41. 41

    #8 is so very, very true.
    After working internally on a web re-design for a auto info service group (the driest material you will ever design for) it started with a team of two.. then three, then every Director, then their Sr. Managers and eventually the CEO. I won’t bore you with the details but the site map alone took 6 months, it was delivered 5 months late and way over budget all in the name of ‘compromise’.

    I can honestly say I never want to go through that again!

  42. 42

    “In many organizations, the website is managed by either the marketing or IT department. However, this inevitably leads to a turf war, with the website becoming the victim of internal politics.” This totally sums up my working life… I’m the web designer between bonehead marketers that think internet marketing is when you put www. on a fridge magnet and an IT department that thinks a 2mb email limit is big enough for everyone.

  43. 43

    #7 is brilliant I couldnt have said it better myself. it makes me glad i dropped pixel usher clients as my vibe with them was very null and blah.

  44. 44

    I deal with this every – single – day. Especially number 7. Great post!

  45. 45

    Excellent article~!!
    The point that has been made in this article should be realized by far more people than we think in my opinion.

  46. 46

    Before this I have 2 staff. Now I’m one man Army to handle the Web. Have to get my brain to the GYM.

  47. 47

    Craig - Abrishca Digital Media

    February 10, 2009 11:18 pm

    Great article, it would be great to circulate this to businesses and companies to illustrate the skill, knowledge and professionalism that a dedicated web team can bring to an organisation.

  48. 48

    Rightly said and an apt article….very well the scenario in the place where i am working now…Hits the nail right into the head…

  49. 49

    Really helpful post! Thanks for that, Paul!

  50. 50

    Good basic article – there is some good conclusions, now we just need to find out how to solve the problems ;)


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