Find & Fix your Potholes | David Lee King

Here’s what I mean by potholes – on your website, if the navigation is unclear, or if that “what do I do next” thing doesn’t make sense, you have caused a customer to stumble. You have effectively placed a pothole in your customer’s path, making it harder for them to navigate towards whatever it is they wanted to do.

We have a tendency to see ourselves as educators while our patrons see us as service providers. That difference can degrade the usefulness of our services and create conflicts in the community.

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