Many corporate websites have a lot of information. It is extremely difficult to navigate the website (also called a spider web) to find the right page. Each page contained a lot of information, and usually contains ambiguity which is not easily understood by the general public.
The staff handling inquiries expect the customer to know where to find the webpage and how to understand its contents. The staff usually does not understand that the general public has to deal with many other issues and understanding information from the website is not easy.
A good corporate website provides an easy way for the general public to send an e-mail or call a number to ask a question. The inquiry staff can respond with the answer. The best response is a specific answer to the question, with a link to the webpage for more details.
The corporation should know that their website is really the source of reference for their staff to get the information to send to the public. They cannot expect the public to know how to navigate or understand their spider web.
Tan Kin Lian
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