Building Web Sites With Depth
http://www.webtechniques.com/archives/2001/02/nielsen/

Nielsen, Jakob and Marie Tahir
WebTechniques
2001

Abstract:

Is the Web really the ultimate customer-empowering environment? The Web as a whole is empowering, because users have the option to click over to the competition at the slightest whim. So why do sites so often leave users feeling powerless? The Web increases accessibility and defies geographical barriers. But e-commerce sites often decrease accessibility and erect more barriers than you'd walk past in a store.