Site Persona: Your site better be your best employee 30 Sep 2005
25 comments Latest by Frederic B. van West
When’s the last time you saw your web site framed on a wall with “Employee of the Year” etched into a gold plaque underneath?
Your site should be your best employee. It should be the most knowledgeable, most polite, friendliest, and most useful member of your team. It should have the best grasp of language and the ability to clearly explain who it is and why it’s there to help you. It should especially have good people skills.
Almost all the talk about user personas ignores the most important persona: The site persona. Your site is the one employee that meets, greets, and helps more of your customers than any other person on your team — and probably by a factor of ten thousand.
If you site was a person, how would he act? How would she talk? If you were standing face to face with him, would you trust him? Is she a salesman on commission or someone genuinely interested in helping you find what you need? Is he strict or forgiving? Would you be friends with her? Would you take your site home to mom?
Go to your site and answer these questions. It may be time to fire — or promote — “someone.”