• Calculating a return on investment (ROI) for new sites on the intranet or external Web pages, identifying how the online version of the information helps an organization make or save money over the pre-online version.
• Analyzing web usage reports: We assess how visitors are actually using the site in comparison to how you would prefer them to use it. Then we provide recommendations on site changes that would improve usage.
• Usability testing: We help clients find out how easy or hard it is for their average site visitor to find the most common types of information they're looking for. We make recommendations for change so that more first-time visitors are more likely to come back again because they had a comfortable and productive first visit.
• Site-embedded research: We recommend questions to ask within various Web sites to gather up-to-the-moment research on what's working well about your site.

• We focus on the outcomes desired from Web site usage, not just user satisfaction.

External web site usage report: Another client's site included descriptions and demos of products and services under development. We were able to recommend to the client which services they should develop first based on the relative interest expressed by site visitors.

Return on investment: One client's intranet includes a number of sites for sharing best practices among employees in similar jobs. One of the sites is for safety managers of manufacturing facilities around the world. They share with each other how they have fixed problems that occurred at their sites. My client shared anecdotally with me that many safety managers now visit the site first whenever something goes wrong. We advised the client to do a phone survey of each of the safety managers and ask them for specific situations where used the site and to estimate the savings in terms of time and money when they were able to make immediate use of someone else's solution. Adding up even a conservative estimate of the savings (in the tens of millions of dollars) more than justified adding resources to keeping the best practices site up-to-date and well marketed to all those who should be accessing it.