New Directions

I have noticed an unpleasant habit for The Bank's web designers. When they develop a new Intranet website to replace an old site they simply create a new URL. In yesterday's update, they apparently sent an e-mail about this change to SOME users. Users that did not receive this e-mail were getting a number of error messages trying to get into the old site. After a few hours of fielding these calls and opening tickets because we didn't know what was going on, we finally received a copy of the new instruction and new URL.

This happens all the time and our call volume spikes because of it. Sure, they often send out an e-mail warning people about the change but many do not read it. A simple solution would be a redirect at the old page that takes people to the new page or, at the very least, has a message saying that the procedure or URL has changed and providing users with the new information.

It's not hard.

<meta http-equiv="refresh" content="0; URL=http://new address">

See? It's pretty much that easy.

In another example, there are a number of web-based applications that use a single password. There is a database within Lotus Notes that allows users to reset this password. Users who are having problems with their password is directed to this database but, of course, they are not told how to get this database if they don't already have it, prompting them to call the Help Desk.

It would be so simple to add a link to this page that would add this database automatically or to have the instructions there. But, no. They say "Call the Help Desk" and we get scores of calls every day for an issue that users could take care of themselves if only they were provided with the information.