When Web Pages Don't Work
http://www-106.ibm.com/developerworks/library/web-work.html

Paul, Chris
IBM
2000

Abstract:

Puzzled why your site is not living up to your expectations? The problem may not lie with your content or products, but rather in your site's user experience. Find out what common pitfalls to avoid by following a few simple guidelines to improve the user experience and transform surfers into customers.