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Archive for mcafee

Consumer support — a horse of a different color

By Marty Gruhn · Comments (0)
Friday, July 2nd, 2010

You’d think that all support sites are created equal. If so, you’d be wrong.

Turns out that support sites that target home and home office customers are very different than those that target large enterprises. Different features, architectures, strengths, and challenges. In fact, they are horses of a completely different color.

One would think that this observation would be a no brainer. Turns out, it’s a challenge for a lot of companies — especially major enterprise players that are wading into the consumer markets, including Cisco.com and CA.com. But, well-known consumer stalwarts, such as Dell.com and HP.com, haven’t broken the technical support code either. Simple fact, “one-size-fits-all” support thinking will get you into plenty of trouble.

We’re putting the finishing touches on a new best practice case study report that identifies the best of the best in home and home office markets. Companies like Apple.com and Adobe.com, plus outstanding support zones at Dell Home & Home Office, HP Home & Home Office, Symantec Norton, McAfee Home & Home Office, and Cisco Home Networking.

Kenna will be filling you in on some of the key details from her drive across the IT Web and her deep dives into these great sites. She tells me that the devil’s in the tricky details. Stay tuned.

Comments (0)
Categories : Search, Support
Tags : adobe, cisco, dell, home/home office, hp, mcafee, Support, symantec

Black, blue and read all over

By Marty Gruhn · Comments (0)
Tuesday, February 24th, 2009

We’ve been updating the siteIQ client portals this week with an eye on mapping these sites to the new siteIQ.net Website and the Inside Track’s look and feel. My contribution to the madness was deploying a new gallery of siteIQ client home pages in our portal’s Welcome Center – which, in turn, led me to start seeing home page designs through a new lens.

Contrary to some conventional wisdoms, following in Microsoft.com’s footsteps doesn’t necessarily get you to the head of the class.

Needless to say, having the who’s who of IT industry home pages stacked across my screen provided a bird’s eye view of these sites that you don’t get via a browser. I’ve posted some interesting screen shot collages and insights in the siteIntelligence Research Center (siteIQ clients can log in here). Meanwhile, here’s some cut-to-the chase observations.

Most IT Websites play within one of three color schemes. The vast majority use a blue palette – and those that opt for another color (usually a corporate colors issue) liberally use blue in their graphics and photos.

The ‘hip and happinen’ color palette is black – favored by companies like IBM, HP, Adobe and Novell who want to send the message that they are on the technology cutting edge. However, a word to the wise is in order here. Executing these designs with panache is very tricky.

IBM, HP, Adobe and Novell are using a black palette to communicate their cutting edge credentials. These masterful designs are, however, best left to the experts.

IBM, HP, Adobe and Novell are using a black palette to communicate their cutting edge credentials. These masterful designs are, however, best left to the experts.

Red (yes red) is the third palette — favored by a who’s who of developer portals Read More→

Comments (0)
Categories : Design
Tags : accenture, adobe, alcatel, ca, cdw, cisco, dell, eds, Home Page, hp, ibm, intuit, juniper, mcafee, microsoft, newegg, nortel, novell, oracle, sap
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Marty Gruhn on Twitter

  • New case study on the way: The IBM SWG Website team is executing its cult of personality strategy to perfection. http://t.co/YuBBODwr about 15 hours ago from web ReplyRetweetFavorite
  • Smart moves. IBM uses "Connect" tab 2 drive visitors 2 high value social media venues & LinkedIn groups to start conversations with IBMers 05:20:29 PM January 13, 2012 from web ReplyRetweetFavorite
@siteIQMarty

Follow Kenna Dian on Twitter

  • Online communities your thing? The Online Communities Index report is hot off the presses for Library subscribers! http://t.co/EAAgG7bi about 14 hours ago from web ReplyRetweetFavorite
  • RT @SageNAmerica: Great quote from Larry Ritter RT @LCoates1: "If you don't like change, you'll really dislike being irrelevant." @ACTby ... about 14 hours ago from web ReplyRetweetFavorite
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