Effective Websites: The Responsibility of the Whole Organisation
http://www.usabilitynews.com/news/article2901.asp

Burton-Taylor, Sarah
Usability News
2006

Abstract:

Building an effective website is often seen exclusively as the job of the web team, and viewed as a design or technical issue. However, having worked with many different organisations, we would argue that often what stops them improving their website is the organisation itself. Developing an effective website often requires organisational change: it requires a culture where people at all levels in the organisation adopt behaviours that make a ‘good user experience’ an important goal. If the organisation is not focused on providing a good user experience, then the web team will be unable to build an effective website.