Have you ever wondered what clients get out of a website? Do they simply see a site as a listing of information the company wants to share with them? Or does the Web convey a deeper message about the firm? A recent study in the European Journal of Information Systems focused on scientifically examining the impressions that people form after having viewed a company website. The results were fascinating.
Creating a website is about impression management. This concept has been turned into a virtual science by marketing experts, psychologists, and technical specialists. The strategy of both multinational corporations as well as small companies can be greatly enhanced by a well-developed website. The study found that after viewing a website people constructed a detailed image of the organization including assumptions about the experience, innovation, competence, and customer-orientation of the company. These impressions stemmed from features such as the site’s content, graphics, layout, external links, fonts, and use of advanced technology.
An important insight gleaned for psychology is that users tend to approach a website with a certain generic image in mind, called schema, which serves to shape expectations. As long as the site meets the general expectation of the clients, people’s minds will fill in the missing information to match what would be found in comparable sites. This has two implications for the company creating a website:
- Make sure that your overall site design is consistent with other companies in your industry so that viewing it activates a desirable image (schema) in your viewer’s mind.
- For business characteristics that are very important to you, do not leave room for the viewer’s mind to fill in the gaps but provide the information yourself. For example, if you want to create an impression of customer-orientation, create a publish feedback/ contact link and explicitly state your commitment to customer service.
Creating a website for your business can be a daunting task. However, with some help from the latest research any company can dress up its site and achieve the image that would best serve its business purposes.