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Web Design Articles

Defining Conversions

Randall McCarley
by Randall McCarley
September 17th, 2007

Conversions are any change in a viewers behavior based on your message. Usually online this means clicking something but not always. Consider the following common conversions:

  • Increased awareness of a business brand, product, service or person.
  • Conversations or references for a business, person, product, service or article.
  • Enhanced understanding of an issue that leads to more or less use of…
  • Make a purchase
  • Click a link

Increased Awareness

This is usually branding or making someone or something more recognizable to a viewer. This comes in handy for people looking to raise their stature in their industry or community. A great example of this are the politician’s websites that are gearing up for the November elections. Common examples are just about every business website out there - they all affect the brand of that business (for better or worse).

Conversations or References

If two people I’ve never met have a conversation about something I wrote that article is successful. If I can get people to link to something I wrote even better. Conversations and references are word of mouth or viral marketing. It’s a tough thing to make happen but always worth the effort.

Enhanced Understanding

Enhanced understanding naturally leads to people doing more or less of something. For most businesses they want the viewer to do more: buy more of our stuff!
But a non-profit may want people to do less: stop smoking, consume less energy, etc. The viewer has to make a choice to either ignore the message or accept it.

Make a Purchase

Making a purchase may come from enhanced understanding but it’s really about the value proposition and how your goods stand up against the competition. Competition that’s just a few clicks away online. Is your pitch good enough to get the viewer to stop what they are doing and navigate through your checkout process?

Click a Link

Learn more, order now, and subscribe are the most common calls to action I see. Then there are the ads including affiliate programs and contextual (Adsense). Sometimes getting the viewer to click the right link is the trick. Usability is the key to get viewers to click the links you want.

When I think of conversions for websites these are the categories I place them in. Once I know what types of conversions I’m looking for I start to define my market: not just people interested in “product x” but also people that will request more information or tell a friend about it or… whatever I want them to do. It’s a special type of person that will convert at all and a rare person that will do it the way I want.

I think that is overlooked on most websites. Traffic for the sake of traffic does not help your brand and can hurt it a great deal. Building traffic to increase conversions is as old as the internet. If you have 1,000 visits per day and 2% convert then if you get 2,000 visits per day your sales numbers double. Simple enough but what about the other 98% of viewers that didn’t get what they wanted? You also doubled the number of frustrated viewers which hurt the brand.

By knowing what you want your viewers to do and building the site around that your viewers will be much happier and your conversions will increase by percentages. How different would your bottom line be with a 5% increase in conversions?



Brick and mortar isn’t dead

Randall McCarley
by Randall McCarley
September 10th, 2007

A lot of the questions I get from people new to online business revolve around the differences between online and offline, brick and mortar business. This makes sense as we’re all familiar with offline business, at least from a consumer point of view and most of us have worked retail jobs through high school and college.

GreeterThe main difference between brick and mortar business and the internet is expectations and interactions.

We all know great service when we see it offline: the friendly greeter, the helpful sales associate, the discerning cashier and the customer service department that really represents the customer (instead of the accounting department). Determining great service online gets a bit harder as we don’t know what to expect. Common questions include:

  • How do I find…?
  • What is the policy around…?
  • Where do I get help for…?

Usability addresses these questions. Good design and use of conventions gives the power to the viewer to get answers to their questions and instill them with confidence. Of course, looking for the answers is still up to the viewer. Websites don’t have a mechanism to see the frustration on a viewers face or read their body language and rush to the rescue.

…at least not yet.

Consider that if offline business is a system of great people, online business is a great system backed by people. In either case the people make the difference.

As clever website designers and marketers innovate the online experience will resemble the offline one more and more… but it will always be different. And it will never reach everyone. Sometimes the whole point of going out is to have human contact, even if it is just with a friendly waiter.



Is your website out of control? Redesign considerations

Randall McCarley
by Randall McCarley
September 5th, 2007

Smart website owners understand their website is a “work in progress” and never truly complete. The ideal website is updated regularly, if not constantly. But scope creep and other problems may cause the website to become unwieldy and appear disorganized to the average visitor. At some point the decision for a redesign is made.

When I offer a professional website review I ask the following questions:

Does this page or feature help the brand or hurt it? How?

Brand management can be tough. Just by asking this question fluff gets cut and important content gets pushed forward. This also reduces scope creep.

Is this page for: Vendors, Internal Employees, Potential Customers, Existing Customers, Search Engines, Other?

If I can’t tell who the page is for it needs to be reworked or cut. Every page should be clear in its intention and deliberate in presentation.

Can anything be cut? Should anything be added?

Content should be specific and comprehensive, not filler.

Sometimes pages are added to websites because competitors have similar pages. These pages tend to be short. While server resources are nearly infinite for an average site viewer patience is not. Get rid of these pages.

How is the site structure? How will the search engines view it?

The most important pages should be listed in places of prominence (above the fold and/or at the top of the navigation). This is a usability issue but also clues you in to how the search engines will crawl the site and how the PR/linkjuice will flow. The most important pages should be one click away at all times. Important pages include anything in the sales cycle like “products” and “contact”.

There are some links you want to down-play or deemphasize like “about” or “management team” type pages. While these feed the ego and should be included people will look for them if they are interested. These pages distract from the sales cycle and sometimes turn viewers off - if your profile is listed above the products it is clear where your priorities are. Links to legal pages like “privacy” don’t need to be in the header at all - these should be tucked away in the footer if they are really needed.

All links should be HTML, not hidden in JavaScript.

You may consider adding “nofollows” to pages that are essential but don’t help your search engine efforts like legal disclaimers.

Is anything broken?

Mainly this is links, especially navigation. Old sites may have dead links pointing out. This also applies to broken scripts and script errors appearing on pages.

I consider inconsistent design and navigation “broken”. It confuses the viewer and sometimes hurts the brand.

Should any pages be merged or moved?

Some websites offer more than one contact page - a general one and one for sales, support or press. If someone does a search for [contact yourcompanyname] which page should appear in the results? Other times a page will be included under the wrong subheading. Navigation should be intuitive. Large sites should include a search feature to help.

The main consideration for website redesigns should be enforcing the sales cycle, making presentation clear and including everything necessary without anything extra that distracts. If you do this a lot of the problems will clear themselves up and even your SEO efforts will be improved.



Wrap-up on Google’s anticompetitive link-buying scheme

Randall McCarley
by Randall McCarley
August 28th, 2007

I’m ready to move on from this issue but I wanted to point out some of the discussion about Google’s “hide your paid links” policy. First up is Michael Gray’s Paid Link PowerPoint Presentation from SES San Jose which is not just informative but also fun. After the panel WebProNews caught Michael and Rand Fishkin to discuss more about the issue and some of the confusion around it.

That movie is 18 minutes long and worth the watch as it covers immediate impressions from the conference.

I made another post about Google’s policy and what you should do about it at SEOmoz. And started a couple conversations at Sphinn. Read those comments as they have great insight.

I’d like to see Todd Malicoat weigh in on his blog as his points at the conference were so good. And I’d like to see you weigh in too. Join some of the conversations going on or write up your own blog post. This issue gets pretty scary if Google learns it can control how webmasters build and promote their sites.



Google plexed over link buying

Randall McCarley
by Randall McCarley
August 23rd, 2007

Google TantrumSES San Jose included a session on link purchasing Tuesday that included Matt Cutts of Google. The panel covered the pros and cons of link purchasing and Google’s policy of blocking paid links. This issue is hot and Google’s motives are clearly selfish.

Cutts started by pointing out that paid links violate Google’s Webmaster Guidelines. This is odd because the guidelines do not say anything about buying or selling links. The closest reference to link buying is this part near the bottom:

Don’t participate in link schemes designed to increase your site’s ranking or PageRank. In particular, avoid links to web spammers or “bad neighborhoods” on the web, as your own ranking may be affected adversely by those links.

The emphasis here is on your outbound links and to avoid linking to sites that may be offensive. There is nothing about link sales. If you stretch the meaning of the first sentence you might say that selling links could make you part of a “link scheme” but even that would increase the PR of the site you link to - not your own.

Cutts went on to explain that not disclosing paid advertisements offline is against the policies of the FCC. Maybe Google has been working with China too long but here in America we don’t take kindly to the government approving our content. This is an obvious scare tactic - reveal your paid links or we’ll sick the government on you! Can you imagine the Department of Homeland Security digging through websites to discover the very real and dangerous threat of paid links?!

It makes me wonder if Google is lobbying for legislation on this issue. They have the cash for it. But most websites are good about letting users know how the site works by including a disclosure or advertising policy of some sort.

Google would like to see a label for paid links like “sponsored links” or “advertising links” along with technology to block the bots from following those links like using the robots.txt file, 302 redirects, JavaScript or the infamous “nofollow” attribute.

The use of robots.txt, 302 redirects and JavaScript do the job for Google. Their bots don’t read that information so there is no problem. The use of a nofollow is a bit more sinister and shows the weakness of Google’s algorithm: Google can’t tell what the purposes of links are without help.

As Michael Gray pointed out at the conference, the use of nofollows was to control links on public sites like forums or blogs. The whole site could be penalized if the search engines found a bad link. My impression was that the nofollow attribute was a temporary solution but not the ultimate fix because the first Basic Principle of Google’s Quality Guidelines is:

Make pages for users, not for search engines. Don’t deceive your users or present different content to search engines than you display to users, which is commonly referred to as “cloaking.”

The nofollow attribute does present different information to users than it does to search engines. When search engines find nofollowed links they move on effectively ignoring them. Users don’t see the attribute and can’t see a distinction between regular and nofollowed links (unless you get a plug-in for your browser). I see this as a mini-cloak to manipulate search engines that does the user no good at all.

Cutts compared paid links to littering or using the carpool lane with just one person - acts that have a negative impact on society. How about the impact of a bully threatening kids for their lunch money? I think that’s a much better analogy of Google’s anti-link buying tactics… Scare webmasters with smaller sites into thinking that selling links is evil and punishable by Google.

Cutts then went on to say that link-sellers are scumbags and that Google was very good at detecting paid links. More fear tactics I guess because if Google was so good at detecting paid links why would they bother fighting with them so much? Why would they ask people to report paid links? Why all the drama leading up to this announcement?

As of this writing Google’s stock is priced at $512.75 per share. Google makes it’s money by selling links. Let’s rock the hypocrisy, shall we?

Adwords is Google’s primary money-maker. Adwords works by bidding for key words and when those words appear on a site displaying Adsense (the publisher side of Adwords) your ad appears. The viewer may click the ad which then charges your account. The more you bid the more your ad appears the more clicks you get and more money Google makes. The ads are links to your site.

One of the issues is defining what a “punishable paid link” is. If someone offers cash for a link on your site then that link is paid for and presumably punishable. But what about paid directories like the Yahoo Directory? Google’s Webmaster Guidelines show that this is acceptable:

Submit your site to relevant directories such as the Open Directory Project and Yahoo!, as well as to other industry-specific expert sites.

Here Google is encouraging paid links. They claim that because Yahoo’s directory is human-edited with quality guidelines it is ok. It seems the rest of us are not able to create or enforce such guidelines for our own sites. I’m shocked Google has such a low opinion of us!

Google is missing the fact that every link, paid for or not, is edited for quality and content. Even on automated sites there are people behind the systems that decide what will best serve their viewers. Google is in effect saying that most webmasters are not able to do what is best for their users.

Is a paid review a paid link? Paid reviews are a standard advertising practice and oddly, Google is fine with paid reviews even though a link to the product being reviewed is a given.

Maybe linkbait or SEO efforts are paid links? After all, the links wouldn’t exist if someone didn’t work and get paid for that work to get them. What about PR companies? Their work usually returns links from prestigious news sites.

What if you want to buy something and a link is thrown in? Google has been caught selling high-profile links several times. I guess their rules for link-selling only apply to the rest of us. Or the rules are too hard for them to understand themselves. Or maybe, the money in link-sales is just too good to pass up. Now every time I buy something online I need to see if some bastard is going to link to my site and get me in trouble. In fact, I should ask my web host to remove this testimonial I wrote about their great service. I’d hate for them to get in trouble for my kind words.

All of this confusion comes down to Google having an unstable product, and insatiable apatite for profit and the mentality of an overgrown 10-year-old trying to bully the rest of us into submission. The “don’t sell links” policy is a bad call. Link selling has been around long before Google. Trying to close the door for this legitimate source of revenue for website owners builds dependence on Adwords.

If I purchase a link I deserve the full value of that link including any side-effects a third-party site (like a search engine) may throw my way. If I ever paid for links they would be on sites that have viewers that I want to attract so that I get the best ROI. That should fit nicely within Google’s “quality guidelines”. Or if I want to just throw money out there for attention that would be creating a cultural phenomenon just like in the offline world and there is nothing wrong with that! It’s the American way.

If I put the time, money and energy into building a site that other people want to purchase links from I should have the right to sell those links. I should not have to do extra work to appease a third-party site that says I should build my site like they don’t exist. And I should be smart enough to know that any links on my site will have an effect on the quality of my site (read: editorial control). And that if I link to sites that are no good my site will suffer for it in the form of fewer site visitors, fewer people willing to link to my site and a drop in search rankings naturally all without special controls from Google’s “we want your money task force”.

This policy is alienating Google from its market of suppliers (website owners). Google’s attempt to dictate policy to the rest of the internet is a bad move especially when they clearly have so much to gain if the rest of us fall in line. This policy is highlighting Google’s greed.

If another company made such a claim they would be ignored. If Microsoft tried something similar the backlash would be huge. As it is, Google is playing off of what is left of their small start-up done good/do no evil image but there isn’t much left of that image left now that the company is 10 years old and worth billions.

If Google put their resources into removing the need for a nofollow tag when it was first released instead of finding new ways to use it the internet would be a better place with all spammers having a more difficult time getting bad links through.

If Google wants to provide a better product they need to come up with the solutions on their end and stick with telling webmasters to “Make pages for users, not for search engines.”

If Google focused on new product development and improving their existing ones instead of telling the rest of us how to not make money everyone would be happier including the users and shareholders.

The best way I can think of to combat this bad policy is to do exactly what you’d do if someone else suggested it: ignore it. After all, that is exactly what Google has been telling us to do all along and they certainly can’t punish a website for working within their guidelines, right?

PS. Thanks to Rand at SEOmoz for his great coverage of SES and the inspiration behind this post.



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