Year: 2004

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know your limits

today I rented a car and drove around Rochester for a bit by myself. I got lost. twice.

it’s an interesting-looking town; I got to see Lake Ontario, the Kodak plant, lots of cemeteries, and a park where Frederick Douglass used to live. didn’t get as many photos as I’d want, because I was driving.

I don’t drive much, and I’m realizing that I’m not a particularly confident driver…although I did manage it reasonably well, I think. I did finally get un-lost and work my way out to where I wanted to go.

two things about traffic here were rather distressing…

# people honk. not a lot, but certainly more than I’m used to.
# people jaywalk. now I understand why they say people in Seattle don’t jaywalk…we sometimes slip out across the light early, or cross against the light at a crosswalk when there’s no traffic. but dude. there were people just walking out wherever, in the middle of the blocks inbetween the cars.

but I’m looking forward to going out again tomorrow…mostly because we’ll be going by the rental car place to get Susan (TESC web manager) signed up as a driver too.

(tomorrow’s itinerary is the Farmer’s Market, Eastman House, and Lake Ontario, before we drop off the car and fly home. on the same flights, even; how weird is that?)

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some thoughts on the effects of wifi

this week is the first time that I’ve had access to always-on wifi ‘net access, and while I hang out waiting to go to the airport (just to pick up a rental car, I’m not leaving until tomorrow), I thought I might muse about the experience.

it’s not good for my hands/arms, that’s for sure, at least not in this configuration. something about using the touchpad is torquing my thumb, and it’s very uncomfortable to type with the computer on a table. on the other hand, it’s very comfortable on my lap.

the power on this particular laptop is not that great, but then again, the seats w/out tables were all in the back near the power outlets.

I love being able to take notes with this thing, and then to post them right away. I was also able to share my notes immediately, with the caveat that I am a quirky note-taker. I wonder, come to think of it, if I would have taken better notes, and maybe even done better in college, if I’d had one of these things. although it’s entirely likely that in the same way I used my notebooks in college for journaling, poetry & stories, I’d’ve just used a laptop for those things or for surfing the net.

that’s kind of a crazy thing, too, having that access all the time. I purposely chose not to check work email except once or twice a day, partially to stay away from it psychologically, partially because our web email access sux on firefox. but I always had a gmail tab and a aggregator tab open even while I was typing. a few times, I did get distracted by those things, but if the material & presentation was sufficiently engaging, then it wasn’t a problem.

and I could look up the presenter’s materials, those that were online, or even reference things they talked about, as they were talking. nothing like looking at the project that was being described, in real time, while the presenter’s still talking about it. (easier to come to your own conclusions about things, too.)

today at lunch I even booked my rental car online while I was still at the lunch table. it starts to move, at that point, beyond the gee-whiz factor into something that’s just the way it is.

I can see how it would be distracting, and I do try to look at the person, even while I’m typing/surfing. being able to touch-type really comes in handy in these situations. my mom did me a big favor by insisting that I take a typing class in junior high; it also turned out to be one of my early exposures to computers (basic on trs-80s!). at the time, I was a crummy typist, and I only got a C, but over the years, I’ve gotten better — and error rates have gotten less important — so that I can type 99% of the time w/out looking at the keyboard, and fairly fast. even my error rate is not what it once was. 🙂

right now, this is still a minority experience: popping open a computer wherever you have a chair and being able to get online instantly. but I can see how, if it does continue to spread, that it could be world-changing, in the same way that the near-ubiquity of cell phones has the same strange effects. (Adam Greefield’s piece on use cases, which I just read last night, points to some interesting possibilities.)

and once you’ve had this experience, I think, it’s hard to go back to any other way. heck, I was bummed that I couldn’t get wifi in my room! as people have these experiences in hotels and airports (although I hear that’s expensive) and coffee shops, they’ll take that to other aspects of their lives, in particular to work, where there’s a real convenience factor in being able to get to anything from anywhere: why shouldn’t I be able to decamp to the cafeteria or a break room and work, or get my files while I’m in a meeting in a conference room?

which is all very flighty of me, and I tend to not be much of an early-adopter. I’m a gadget freak by nature, I think, but I don’t get much chance to indulge it.

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best of track: a class (year) site

came in a bit late. 2 guys from URochester. I can see why this did so well in the reviews: they have a good presentation style, maybe one of the best I’ve seen all week.

establish unity, provide communication, basic resource.

URL sent with admittance letter. content added as needed.

first done for class of ’05, started in their sophomore year (was then an incoming student site). that would’ve been 2002, I think. class of ’07 was launched 4 weeks before start of school (2003); ’08 got the early date like they described up front.

this is definitely aimed at the four-year process; I’ll be listening for things we can do in *our* environment, which is significantly less uniform.

calculation of “creative hours” which is a growing trend, but levels off now, because they know what they’re doing. 🙂

benefits, started by calculating site traffic. drawing people back by adding info gradually.

used Yahoo groups, then converted to an inhouse message board where students’ user ids were the same as email addresses. nice.

quotes from faculty/staff on the success of the project. parents said it reduced stress. downward trend in phone calls with questions, quote from orientation staff. heading off questions before they’re asked.

going thru look/feel of various years. 2nd one had a calendar as the centerpiece.

they did some work to sell on having a look/feel that’s different from the main templates, with the goal of differentiating from previous/next years.

all done with Dreamweaver/Fireworks/Photoshop. no dynamic stuff. student/volunteer webmaster in coordination with “dean of freshmen” (?!) also head of orientation.

asked us what we’d wanted to know before we got here. (51% of their students are out of state)

then added more staff, brought in admissions office. lots more content, communication opportunities, downloadable forms.

then added orientation system using college-wide login for filling out forms electronically.

q: why not just use a portal? (so much obsession with portals!) most of their staff is focused on getting content. followup question: keeping it going after the start of school?

had to use school colors for the ’08 site.

(ugh. this is interesting on its own merits, but only vaguely related to our environment. and that spot inbetween my thumb & first finger is starting to ache. weird stuff with using the trackpad, I think.)

they upgraded to CSS2, but forced people to upgrade browsers. said nobody had problems, but I just don’t see any reason why they should’ve.

more technical & content improvements the next year. more connections between depts. moved to PHP/mySQL. selling the university…used article about the class site in promotional materials for prospective students.

class site hand-off…their goal is not for an incoming students site, but for a site that’s connected to the actual class. they hand it off on Sept. 1 to Student Activities. they get to keep the site until the very last person in the class *dies*. jesus christ on a crutch.

ew, he just quoted back the idea that gets slammed in “conference presentation judo”:http://perl.plover.com/yak/presentation/samples/slide001.html — which I used to some extent as my guide for my presentation.

some wireframes of what they’re looking at for next year. quick facts, live weather, rss (! “we don’t touch it, it changes daily, we like that”), hot topics (from the message board).

highed.dulongvanscott.com

q: who gave signoff on showing weather? wow, weather is a big deal here.

q: what about transfer students? a lot of info works for them, but they also can use the orientation site. (I’m not thrilled with their answer.)

q: what does your site look like now? (to one of the students) not too bad.

I’m finding the discussions related to non-standard students, not just transfers, but 5-year (engineering majors).

q: what about content policing? no administrators moderating. these two guys moderated. followup: student life questions, who answered? some other year students, but they gave some misinformation.

my q: were students informed of policy? yes, and it’s their basic acceptible use policy.

q: how did you find problem messages? he was just there all the time.

I’ll need to think about how/whether any of this has an application to us.

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best of track: conversion to web standards

Daniel from UWisconsin Platt
http://www.uwplatt.edu/web/webstandards

talk about changes in methodology, along with concepts, reasons to make the switch.

zen thing: is standards, aren’t standards.
if you think of the W3C as the UN… if the countries in the UN don’t want to play well, they don’t. but the UN at least has an army; maybe the W3C should?

XHTML, CSS, DOM, ECMAScript 262 (he keeps pronouncing ECMA as a word rather than an acronym, makes me crazy)

“HTML is dead.” (okay, whatever.) if there’s no HTML, then what the heck is XHTML? (digression: SVG got merged into XML) huge freaking quote on what XHTML is.

how to convert to XHTML: doctype, lower case, quoted attributes, end tags everywhere, proper nesting, validation. “validate first before you ask me a question; it’ll save us both a lot of time.”

benefits? accessibility (at least more so), eliminate silly mistakes — works well in old browsers, because it’s tight (my word) no guessing needed.

XHTML is our future, moving from HTML to XML. now he’s tripping; XHTML 1.0 transitional/strict is doable I think for most people, but 1.1?! and talking about 2.0, you might as well be smoking crack.

q: why transitional? I don’t know about his answer.

HTML structure. most corporate is going to use table design (except not so much anymore): nice layout, predictable. hard to find stuff (although his example is faulty, I think, because it’s the kind of thing that would likely be drawn from a db). don’t do it.

div is alternative to table. huh? this sounds like the road to divitis. separation of structure from layout/presentation. divs as the skeleton.

*now* he says don’t overuse, talks about divs for major sections.

browsers: as long as we point back to W3C, we should be prepared. rant vis a vis WYSIWIG editors, the “hi mom” effect: HTML generated in word, which makes Baby Jeebus cry.

then CSS “skinning concept” like face plates for a cell phone. “we just swap out the CSS” — well, in the best of all possible worlds. 1st css design is painful, but then redesigns are easier, faster.

ah, the zen garden; he mentions Dave & Molly’s book.

suggests using lots of stylesheets: base, @import, layout “separate from skin” (huh?), print.

print view of Slashdot. didn’t the user just want the content? I wonder about print stylesheets: they’re a sweet idea, but do “average” users understand the idea?

“information superhighway” not “design superhighway” (photo of Al G) info should come first, design isn’t important. hrm.

backward/forward compatible. ready for the future!

he very briefly alludes to the slashdot makeover. (in ALA?)

bandwidth savings.

oh, hey, he’s the guy who *wrote* the article about redoing Slashdot with web standards. he’s talking about that now, but then again, I read that article when it first came out. talks benefits: not originally impressed with bandwidth savings 2-9 K…but it adds up. 14GB daily.

personal bandwidth story. freakout by server people because of drop in load with CSS implementation. y’know, we’ve done this so gradually, and without ever really having done a big-ass table design, that I can never show those kinds of numbers. sigh.

a journey not a destination, not a quick fix, but lots of benefits.

tells how he ended up writing the story for ALA. “I thought you were kidding.” and getting slashdotted. 🙂

recommends Meyer’s definitive guide to CSS, talks about speaking with Eric. more books, Zeldman, More EM on CSS.

he has 12 minutes, so he’s going to…demo the FIR technique. I mentioned the negative margin technique. (Dave Shea has a whole page full of techniques.)

demo also of a student project, another rework, playing with firefox web dev extension. (which rocks my world)

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last night

[written in my room, so when no net access]

Just got back from going out on the evening excursion. Started out at an art place in Rochester, with little snacks and cool art. Interesting conversation with a woman from UMichigan and a guy from Albert Einstein Medical. Then ran into some younger (my age) folks from the University of Chicago, one of whom used to live in Olympia and interned at the Olympian!

Talked to them for a while, some personal stuff, some professional stuff, and then they said they were going to a bar that one woman’s friends had recommended. They invited me along, for a moment I thought maybe not, that I’d go home & go to bed, but it sounded like something I wouldn’t want to pass up.

We caught a cab, crowded in 4 in the back, one up front, then got to the Lux, which is at 666 something or another, and has sort of a hell theme. We found seats in sort of a loungy zone up in the front corner. Several of us had spiked cider: hot cider with butterscotch schnapps & vodka. Very tasty.

A game of Taboo, of all things, and to my own later detriment, I mentioned the most famous Taboo clue of the old Middle Sunday crowd (?donkey mistake? for ?asphalt?). Asphalt came up later, and all she could get out with out giggling was ?donkey,? but of course that was enough. Even better was the word ?fame? coming up just as the David Bowie song of the same name came up on the jukebox. 🙂

Following that was a game called Salad Shooter (or Salad Bowl, it was called both), which I’ll describe just so I can remember it to play again sometime:

Everybody writes up names of famous people/characters on little pieces of paper and tosses them in a bowl. Then the group divides into 2 teams. One person on each team grabs a name out of the bowl and describes that person until the team guesses it, continues picking names for 1 minute, then switch to the other team, and so on until the bowl is done. (points given to the team for each name correctly guess.)

Then you start over again, but in the 2nd round, you only get two words to describe the person. Then there’s a third round, but as charades.

The interesting thing about it is that over the course of the game, the descriptions that worked in the beginning ? as well as those that didn’t ? end up being part of the charades, etc. So that, for example, because I got the other girls to guess Susan Sarandon with Thelma & Louise, by the charades round, it was a person driving and falling.

An odd thing, we had three people who showed up twice: Jane Eyre, Madonna, and god help us, Eric Meyer. Is that mega-nerdy or what?

And by the time we finished up with that, it was 11 pm, and we’ve all got another long day ahead of us tomorrow, so another cab back to the hotel.

But of course by now I’ve gotten my second wind, and it’s only 9 pm pst…so I’m up blogging, watching TV, and maybe now I’ll start playing around with that design idea….

[my 2nd wind lasted all of ten minutes.]

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nap

instead of going to session #10, I went up to my room to get a nap. best thing I could’ve done, even though some of the presentations sounded quite interesting. now I feel like a real live human being again, even with just an hour’s sleep, washing my face, and putting up my hair.

I think I even figured out a design for the IT Kitchen wiki while I was dozing; when I woke up, I had a very clear image of what I want. now I just need to see if I can actually do it.

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cms 9: content mgt best practices

asking who’s using a CMS, satisfaction.

wacky graphics showing a messed up navigation system.

slide with teeny tiny font. she’s lost her microphone, and she’s not not quite loud enough. hey, she’s asking and now holding the mic…I can hear her!

what it can’t do: write the content (sounds silly, but…. ah, it sounds like our issues with the workforce dev people.), convince reluctant content providers to use the software, set up a workflow/process, stop mission/scope-creep. or do anything about web site governance.

content is the weak link, either missing or duplicative. or just bad writing. providers who don’t know what the hell they’re doing or are too busy. knows just enough to be dangerous. turnover problems. (the longer I work in this biz, the more I see problems as being social rather than technological.)

treat it like a publication, but expected that it’s *always* up to date.

in a perfect world, you’d have writer-editors.

q: but I missed it…oh, who decides on the info arch? (she called it a “no-brainer” but it’s not when you’re trying to develop it…what she meant is that it’s a nobrainer that you need one, but not to create.) should be created by a team. (gah. committees!)

her freaking slides have too small text and she talks too fast.

give web projects equal priority & budget with print.

design should take back seat to content, standards, accessibility.

“dynamic running calendar” — our calendar is crufty and weird, but it does work for that, at least.

she keeps coming back to that one point: keep content managers focused on content not design. but HOW? also suggests outsourcing programming project “black holes” — odd.

mentions the Krug book. that’s definitely the classic of the genre.

I wish I’d gone to take a nap instead of this, esp since my hands are just tweaking out.

asked if people had web governance, and I don’t know what she means by that term. I think there was a question about governance committees with people who don’t know anything…you’re doooooomed.

switched to a guy; dude he has a loud voice.

Veen quote; but of course. this is all part of the CMS meme of the day.

they have a home-grown CMS.

cmswatch, which I haven’t followed in a while.

he’s going to be covering requirements definition. again with the tiny font, reading his damn slides. nothing annoys me more.

don’t start by researching features of exisitng products. interview users/stakeholders, once you know who they are.

6-9 months from starting analysis to selecting a product, if you build your own, give 20%-40% of dev time to analysis.

I’ve been warping off from the presentation…boring boring boring. Victoria, Aus., cms requirements definition report/tool, tho, that might be worth looking into.

there’s a lot of info on their site, but the presentation isn’t all that engaging. or maybe I’m just too brain-dead.

susan mentions a book called “software requirements”

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a little fresh air

I’m sitting out on the patio in the middle of the hotel, and yes, the wifi reaches out here. the laptop is a little hard to read, but it’s worth it just to get some sun & fresh air.

Susan & I went for a quick walk around the hotel during one of the breaks earlier today, and I realized it was the first time I’d been outside since I got here Sunday evening.

I hear of other people skipping stuff to nap or whatever, but I just don’t want to miss anything, even though my brain is totally melting. I told someone at lunch that I was just madly taking notes in the hope that I’d remember and learn something later. hey, it worked for webvisions, right?

(oh, quicktags turned back on when I re-enabled javascript. fascinating.)

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mea8: web metrics

gotta take good notes this time: Susan asked me to fill her in while she’s in the XML forms presentation.

it’s a panel (3 women, including the last presenter I saw, and one guy, for those paying attention), 4 web people from new york state. they’re hoping for answers from us, too. almost everybody here is working with some sort of metrics.

phrases & meanings are fluid; not just server logs (and what you can/can’t do with them) but other kinds of measurements.

dictionary-style definition of metric. usually quantitative, should always be consistent in both method & interval. possible distinction between metrics & analytics.

why use? is anybody visiting the web site?! improve understanding of user behavior. (slides have the points she’s covering) something to deal with problem people: “important” site with only 3 visitors. 🙂

what is server log? recorded http requests, can get very big. not particularly human-readable. empire state uses extended format. includes every object: a series of hits for a single page, one for the html, for each of the images, stylesheets, etc.

specific view of what is in a specific item. rfc931? for multiple domains on the same server (she didn’t know; was a comment from the audience!). IP, authuser if any, date, the actual request (page), code (was it successful. 200 is good.), files size in bytes. that’s the common log, which is what we used to have. IP is what’s used by programs to determine visitors, date is used for determining sessions (in combo with IP).

extended includes…referrer (if clicked on link from previous page; blank if typed in directly or via bookmarks. particularly useful for search engine terms…which I mentioned in my presentation re: Google used internally.), user-agent (browser/OS), processing time (to render), cookies if any, translated URL (is that specific to domino? what other fields are used by specific servers?)

example from WebTrends (what I use, tho I hve an old version), that’s a familiar looking report.

geneseo, talking about WT, getting people to understand difference between hit & page view. pretty graphs. some faculty are very popular: one is in top 20 for last month! can see use of authenticated sites. she’s been able to do it excluding on-campus computers, which is something I’ve had a hell of a time with.

problem with exploit on Windows/IIS related to errors that show up in webtrends.

browser reporting reliability? she doesn’t find it very reliable, but is just going with standards.

filtering for spiders/webbots? can be done, but not in this report. I should try that, see if it makes a difference. educating users about that (googlebot!) and the hits/page views issue.

deceptive results. (I really want to find that article from the analog guy, but I’m having bad google luck.) spider/bots. distinct sites as separate reports. big sites can eat up the results of reports. they (the guy) breaks reports into internal/external, not perfect (fac/staff @ home) but useful. so much do I need to do that to deal with the PY labs effect.

other deceptive thing is cache. log should be treated as a sample.

unique visitor stuff is wildly unreliable. AOL & Earthlink in particular, because of dynamic IP. same deal with time, length of visit. authentication is only server-based authentication, not scripting-based.

q: filtering on-campus, addtl filtering for specific machines? moving target, having to assume that the data isn’t complete, etc. treat it as relative. one person has subdomains for parts of campus, so they can filter labs, etc. audience member talks about not using filtering, because of constantly changing info. response: helps to keep filters consistent.

comment from aud: accuracy of timing. apparently Urchin can use js to do more specific user tracking. for authentication, can set in header of PHP, etc. (well, that makes sense. I don’t know what I’d *do* with it, but it’s interesting.) comment from woman from Buffalo: one of many tools. also, don’t use for precise measuring.

can also make primitive homemade tools for analyzing specific terms.

pause while switching screens. (guy from Hamilton) narrow tracking: campaigns. most success with analyzing small bits of site over short periods of time.

case study of stories on home page using mouseover sillhouetes (sp?!): theories about how they were used, which ones get clicked on? they ran reports, page query terms (because they were generated dynamically from the database), created homegrown tool to do comparison. no difference in visits because of shapes, colors, highlighting: couldn’t predict which, so it looked like people were mousing over all & picking ones that interested them. surprising was middle-of-the-road stories: ordinary students doing well. not sure they capitalized on it.

case study: navigation. had tab-based, slightly different for portal users, on-campus but not logged in, and off-campus. lots of complaints about navigation. looked at DHTML menus to get rid of tabs, problems with the library people 🙂 (“you should be happy with being on the academic services page”), they have very short menus. very little off-campus use of the library (but they are a live-in college in a small town). click thru analysis of their home page. athletics site jumped way up when added to home navigation. people are going deeper from the home page into the site, in particular in the admissions area.

q: is it easy to track clickthroughs in Urchin? complications because of their use of tech. follow page at a time. he thinks there’s a lot of garbage in it! comment from audience that there’s a specific report for that, but it’s inaccurate.

q: menus accessible? degrade gracefully (and I just tested it myself, works well).

search results.

internal searches. he uses a homegrown search engine (they are CF people), query gets dumped in database then goes through to webinator. oncampus: my hamilton, library, blackboard, maps, email. originally didn’t link to their portal, and searches for the term went way up, so they added links. like us with the blackboard stuff. their search includes both their directory and their web search.

(where the hell did my quicktags go?)

off-campus search engine referrals. some weird stuff. “tasty d lite” and monopoly instructions?! I mentioned our discovery about using Google for internal searching, someone else mentions a staff page that people still ask for a lot. other colleges with the same name!

q: what about those weird pages, can you do anything to make them lower? it’s an academic page, so they’re hands off. would like to have more effect on ordering with subsites, but never has the time.

(okay, now the mocha’s wearing off. and my brain is broken.)

empire state was able to capture unsuccessful results, but bug in method? something mysterious that happened in a server upgrade that they fixed. becoming an interesting/helpful tool. how much is misspelling? (thank goodness for google!) found a lot of acronyms she didn’t know about. (military people!) “they can bloody well learn to spell”? but what about people like Elizabeth, for whom google’s respelling function is a lifesaver.

more problems with metrics stuff. case-sensitivity problem with Apache (Unix) vs. IIS (Windows) and Urchin, showing both versions (upper/lower) as separate results. empire state says almost all programs are case-sensitive, her server admin did something to make the whole log lowercase.

q: webtrends is so expensive! she’s just using a single-user version (under $1000). comment: reason why switched to Urchin. (that’s why I haven’t upgraded it in nearly 3 years; I wonder if that’s why my filtering problems are so frustrating.)

guy in front of me is using Deep Log Analyzer.

q: how do you explain to users how to use the reports? one-on-one meeting to show them the reports and explain them. one of buffalo’s training sessions is on how to use reports. (Urchin)

comment: live-time server version of webtrends crashed their web server; now they’re looking into a 3rd party system (web side story) that doesn’t use server logs, priced by pageview. (live-time seems like overkill to me.)

comment: explaining to users about sitename/ sitename/index.html etc. being the same thing. they’ve had “interesting adventures” with that issue too.

geography stats are crap. (back at UWPC, 60%+ of our traffic looked like it was coming from virginia)

I missed something there because of a sidebar discussion re: the geography problem.

are we taking a break? need to stretch.

other data sources: missed the list. but I can guess.

other @ geneseo: survey, webmaster email, helpdesk. just starting to look at helpdesk questions. (in our case, what about the receptionist? helpdesk? student services?)

survey related to portal project, both what they’re doing now and what they want in the future. they had great turnout. search is not good; students asking for portal-type functions. long survey. their navigation is successful, lots of suggestions re: graphics, etc. going to faculty next week. can get results from her! using a survey tool, the one from VT. I’m noticing that lots of people are doing stuff with java/tomcat. I wonder if that’s because of the whole uPortal thing. (why isn’t the wa cc system looking at that instead of that crazy heidi project thing?!)

contact form like ours, but they have radio buttons to do some introductory funneling. uses a perl script to mine the email for common things, using it to generate a FAQ until portal is up. example: how to get a transcript. we had the same issue, and I found it the same way. she doesn’t get those emails at all any more; I still get some, but way less than we used to.

comment: use the form to actually give them the data right there.

q: what about the text boxes? we’ll just have to read. (sounds like our survey….20 pages of comments. but y’know, that was incredibly useful.)

comment: likes surveymonkey.

buffalo metrics toolbox: also uses usability studies, focus groups.

(can I make it coherently through this last halfhour? I feel like I’m melting down.)

partnered with psych faculty for focus groups!

keeps all the webmaster mail in a database. (her voice is too quiet to not be miked.)

uses Zoomerang for surveys.

took a stretch/bathroom break. woman from buffalo is still talking; I think it’s something about analyzing their search results (ultraseek?).

they do usability studies en masse, a bunch of students in a lab. uses a questionnaire. (I should ask her about that when I write for the training info.)

again, focus groups are done with faculty moderators. interesting, much like Lynn running our card sorts. they do sessions with both fac/staff & with students. more qualitative, get the aha! moments. faculty tabulated. I wonder if we could do that with business/marketing faculty, or even students. also a good way to identify stakeholders.

q: were focus groups recorded? all taped (audio?), also with the followup reports.

call for general questions: am I the only one out of it?

q: how do you get to that google stuff? I talked about how we saw it in our webtrends reports, also availability thru google. somebody else said that the referrer address includes which are which (internal/external).

I’ve missed a few things looking at stuff on our site.

comment: searching is a predominate finding behavior. help them search!