http://www.goodexperience.com/columns/03/0721.top.html
We’re finding that customers don’t think of us in terms of separate business units. They think of us just as [company name], as one place to get their questions answered. So when they come to the site, and we can see this in the traffic logs, they go from one area of the site to another, across channels and business units.”
This issue comes up time and time again. It’s seen on corporate intranet sites too. I used to complain at a previous employer that the first thing anyone had to know in order to use the intranet was the organization model of the company. Of course the organizational structure would change every 6 months, leaving the intranet structure based around an outdated organizational structure. Using the intranet became akin to those stories of driving out in the country, and being told to “turn where the red barn used to be”.
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