understanding users, usability, 106
interviewing users, 108
example, 109
formal/informal approaches, 108
techniques for, listing, 108
multiple users, example listing, 106
server logs, checking, 108
watching users at work, 108
unsuitable postings, forum moderators handling, 194
legal implications, 194
profanity filters, using, 195
updating content, maintenance performing, 153
expired pages, checking for/removing, 154
contacting author beforehand, 154
links to page removed, checking, 154
setting expiry date upon creation, 153
heuristic evaluation, usability, 111
marketing intranet, 239
usability, 105
contacting users, ways of, 117
IM (Instant Messaging), 118
seminars, 118
cost-saving benefits, formula estimating, 118
formula, 119
resources, online, 120
shortcomings, 119
definition, 106
ISO standard, 106
heuristic evaluation, using, 109
interface consistency, maintaining, 129
CMS, using, 131
ECI, creating/using, 129
site vocabulary, building, 131
Internet/intranet, comparing, 107
iterative development, using, 118
marketing intranet, challenges, 228
navigation, creating effective, 120
card-sorting, 120
site maps, 121
search usability, improving, 124
area-based search, using, 126
data silos, indexing, 124
results usability, increasing, 127
usable search page, creating, 125
speed, considering, 132
bandwidth, 133
choosing pages to speed up, 133
feedback to user, providing, 134
perceived speed, increasing, 134
repetitive user tasks, avoiding, 135
testing site/users regularly, 114, 240
understanding users, 106
interviewing users, 108
server logs, checking, 108
watching users at work, 108
usability expert
extranets, designing, 313
user directories, 219
user management system, 74
basic/sophisticated, developing intranet, 74, 210
generic/individual passwords, comparing use, 74
user/group privileges, defining, 75
see also authentication.
user/business steering groups, ROI managing, 21
business goals/intranet functionalities, setting, 26
troubleshooting problems, 25
user testing, usability, 114
finding users, 114
testing user, guidelines, 114
post-test actions, 116
resources, online/written, 117
results, handling, 116
analysing data using spreadsheets, 116
repeating test, 117
task list for user, providing, 115
problems discovered, listing, 115
task examples, listing, 115
User-Agent HTTP header
handheld devices using, 301
users of intranet/Internet, comparing, 8
intranet role, 12