http://tc.eserver.org/authors/Rourke,_Chris A bibliography of works by Rourke, Chris in the field of technical communication. en-us Copyright (c) 2005-08 by the EServer. All rights reserved. tclib-editorial@eserver.org (TC Library Editorial Board) webmaster@eserver.org (Geoffrey Sauer) http://tc.eserver.org/images/newlogo.gif http://tc.eserver.org/dir/Rourke,_Chris http://tc.eserver.org/31624.html http://tc.eserver.org/31624.html American Express has come under criticism, and potential legal action, for the lack of accessibility of its credit card website. A blind customer of American Express credit cards found that Amex's change in the presentation of its online credit card statements from HTML to PDF format effectively prevented him from accessing his financial information online. http://tc.eserver.org/31623.html http://tc.eserver.org/31623.html User Vision's top seven tips on how to ensure your internal search is capable of meeting the needs of your users. http://tc.eserver.org/31625.html http://tc.eserver.org/31625.html All councils and public sector organisations have a clear remit to make their information available and accessible to their citizens, and increasingly they are applying usability testing to gather empirical evidence of the effectiveness of their sites. Whether this is done by internal teams or external, independent organisations and consultants, usability testing is now part of a process applied by many site managers. Indeed usability is considered by SOCITM in their annual UK council site reviews, and is a critical part to citizen fining services and transacting online. http://tc.eserver.org/26823.html http://tc.eserver.org/26823.html What lies beyond usability testing? User-centred design, based on ISO standards. We discuss this approach and the organisational maturity needed to put it into action.