I was recently asked to help fix a high-visibility Web site that was performing poorly. I'd like to share some of the lessons--not learned, but reinforced--by the experience.
Fix the problem, not the blame. "We're in trouble! Help!" calls are fraught with embarrassment. Who, after all, wants to admit they have a problem? Many feel they "should" be able to "handle it ourselves," without sending up an emergency flare or asking for assistance. This latest was a straightforward "we can't get decent performance, and it's getting critical!" situation. … Read more