Archived Blog Post: April 15, 2000
webreview.com: Mind the Store - "We don't usually think about Web design as a human resource activity, but it is. Every line of copy, every graphic, every link, every SQL query or pop-up window acts as a customer service representative. A major part of e-commerce design is recruiting and training this virtual staff. Spend a day shopping online and the sad truth comes out. You'll find too many Web stores are filled with lazy, rude, and ignorant employees."