"Why Isn't the Web Site Updated Yet?"
Yesterday I received a concerning email from a client. They expressed concern over a web page that hadn’t been updated in a few weeks.
About 30 minutes after receiving the original email someone further up the chain of command called me expressing their concern regarding web site updating. They told me, “People are checking the web site and things aren’t up to date. That’s creating problems for us.” More frustration was expressed.
Here is the funny part. The web site had been updated almost two weeks prior. Because of an undetermined reason the client’s computer had a cached copy of the site showing up that didn’t reflect the changes. This simple problem probably wasted about an hour of time for everyone involved and created far too much unnecessary frustration.
The above example is experienced by web developers on a regular basis. For whatever reason their browser wasn’t refreshing and displaying the most up to date web page. Usually this is a result of a user browser caching problem or proxy cache issue.
Pick Up The Phone and Call
The above problem could have been resolved without frustration via a quick telephone call. In my humble opinion, too many people rely on email to conduct business. Emails don’t always get the point across effectively. Encourage your clients or customers to pick up the phone and call with problems. I’m a big proponent of encouraging clients to call if they have questions and concerns. If you can resolve an issue or question over the phone in 2 minutes versus multiple emails, go with the telephone route.
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I hate to say it but that would have been my first suggestion to the client :-) I lose track of the number of times I say "Have you tried refreshing your browser and/or clearing your cache?". The latter usually requires a step by step walk through though. Even more frustrating are people using any combination of browser and operating system seeing a unique problem that you as a developer cannot replicate.
Posted by: Matt Peskett | 03/22/2007 at 12:32