Organizations  often spend a lot of time creating (or redesigning) the perfect website. It could take months to get the best design, the right content, and everything running smoothly. Then, finally, the website is launched or relaunched. But it won't be perfect.

There will be kinks: broken links, missing information, pictures not loading correctly, etc.   Some of these kinks get worked out once they are found. But many times, the kinks are not discovered right away.

<strong>I can't find it and you don't know it if you don't use it.</strong>

Just last week, I needed information on putting a stop payment on a check. I first went to my bank's website. I looked around and could not find any information on how to do it or how much it would cost. I was forced to call. I spoke to a representative, who explained the costs and the process. I asked if I could do it online. Yes, she said, of course. I asked how. She had to transfer me to a website customer service agent. I posed the same question. She looked around, and finally discovered where this information lay. It was not obvious, or easily found. And doing a search did not turn it up. The bank had no idea.

<strong>Does it happen the way you say it happens?</strong>

I went to a website that offered a free ebook if you signed up for an email newsletter. After inputting my email address, I got a pop-up saying  I would get a link in my inbox very soon to which I'd then have to respond. And once I'd done that, I'd have to wait to get another link to get the ebook (process seems a bit too long but that is another story). It took quite a while for the first link to show up. And then it took another long while for the other link to show up.  I am pretty sure that the website's owner has never had to sign up to download the ebook.

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