Web Site Accessibility Blog

Another great study by eMarketer surveys the things that are most irritating people on websites. Not surprisingly, POP-ups lead the charge in the aggravation factor. However, following close behind are sites that require registration to view content. I hope that the newspaper sites are listening, as the Internet will pass them by. Third on the list are sites that require the user to install additional software to view or access content. Someday, people may realize that the majority of the public is scared of installing anything on their computers. I’ve run into many clients that are hesitant to load the Microsoft updates, for fear of viruses, spyware and more “bad things.�

ON the other side, 75% of respondents said that they were “extremely” or “somewhat” likely to not visit an offending site again. The same amount also expressed considering unsubscribing from newsletters and other promotions if the site was irritating enough.

While this study does not take into account users that are unable to use inaccessible web sites, I am sure that the attitudes are the same. Who wants to bookmark and return to a site that does not offer a good user experience? The number that companies should see in this survey is that 25% of respondents gave any intention of voicing displeasure to the company. I am sure that the number of those that actually do complain is much smaller, which has the potential to be easily dismissed as a small minority.

I saw an email the other day from someone who had difficulty using a screen reader on another web site. While any perceived criticism is humbling to receive – ultimately, it helps to make the things better. The feedback made us aware of an issue that had been overlooked and is being remedied. The decision of one individual to being something to attention resulted in a site being modified for all users that shared the same access. That is a powerful statement.

When companies realize that a web site is a process of continual improvement and access, then we will start to see a change in attitudes and user experience. Until then, I am sure that these types of problems will always be around. Be sure to give feedback to those websites that need to know their limitations and problems. If it isn’t received well, you did your part. It is ultimately the company’s decision to make things right.