Defining Web Site Architecture
http://www.w-edge.com/articles/arch.htm

Leonard-Wilkinson, Theresa A.
W-edge Design
1999

Abstract:

What is Web site architecture? It means laying out or grouping any similar areas of a Web site. In a re-design project for my former company, I realized the importance of site architecture and navigation when I contacted the Customer Service departments and discovered that an average of thirty-five calls a day were from the Internet users. Most of those calls were about confusing page layouts and navigation procedures (users did not understand the current navigational system). I determined that by redesigning the site architecture and navigational system, we could reduce the customer service calls by 50%, thus saving the company an estimated $30,000 per year.