RoI: How Hard is Your Web Site Working?
http://evolt.org/roI-how-hard-is-your-web-site-working

Janisch, Troy
evolt
2005

Abstract:

Accountability is a good thing — as long as it's based on sound objectives. ROI objectives can represent tangible things such as cost savings and intangible tings such as the projected impact your Web site will have on customer perception and behavior. They identify how you plan to use the Internet recover your financial investment and to achieve some specific communication goals and marketing efforts.