Text Map

Title Page

Introduction and Navigation Notes

Overview (Home)

History: Western Industry in The Late 20th Century

• The Total Quality Movement
• Information Systems and PCs
• Downsizing
• Just In Time Inventory
• New Customer Satisfaction Standards
• Reengineering
• Missing In Action: Software and Marketing
• Conclusions

Context: World Wide Web

• Definitions
• Internet History
• World Wide Web
• Early Experiments
• Electronic Commerce
• Return To Pre-Industrial Structures
• Everything You Know Is Wrong
• If You Build It, No One Will Come
• Marketing Is A Personal Responsibility
• Conclusions

Architectural Metaphors

• The Risk Of Metaphor
• Location, Unreal Estate
• Site
• Structure
• Function Melts Form: Merging Work and Play
• Magazine Architecture
• Livable, Funky Architecture
• Where's The There?
  
  

Biological Metaphors

• Evolution, Survival Of The Fittest
• Learning
• Intimacy, Reproduction
• Community
• Bee Hive, Ant Colony
• Web As Organism
• God, Spirituality, Church

New Meaning of Marketing

• Old Marketing
• New Marketing Defined
• Relational Databased Relationships
• Individual Ants and Bees
• Hive Architecture
• Mass Customization Techniques
• Target Generalities and Specifics
• Distributed Responsibilities and Roles
• Conclusions

How Websites Learn

• Mistakes and Failures
• Wear and Tear
• Being Misused and Misunderstood
• The Price Of Partnership
• Loved and Hated By Customers
• By Force
• Negative Feedback
• The Plan: Everything and Nothing
• Links: Cumulative Web Dharma Transmission

Customers and Intimacy

• Why Now?
• Intimacy Defined
• Foundations
• Service
• Intimacy Is Dynamic
• Boundary Respect
• Pioneers In Intimacy

The Romance of Maintenance

• Yecch! The What Of What?
• Maintenance Is Empassioned Design
• Maintenance Is A Foundation Of Intimacy
• Maintenance Includes Continuous Improvement
• Quality and Technos
• Elements Of Maintenance
• Getting Marketing And Software Involved
• A Clockwork Maintenance

Organizational Design Implications

• Flat Is A Gift, Stay Flat
• Web Technology As Customer Integration Tool
• Audience Development
• Customer At Center
• Fast, Loose, Out Of Control
• Where To Grow Fat: Analysts Or Customer Reps
• Overhead: Good For Egos, Bad For Customers
• Worried About Boundaries? You're Too Fat
• The Organization As Web

Website Design Implications

• A Website Is An Enterprise
• Web Technology As Customer Integration Tool
• Audience Development
• Customer At Center
• Fast, Loose, Out Of Control
• Many Doors, Many Messages
• One to One Marketing
• Intimate Websites
• Complexity Is Not Confusion

Conclusions









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