The end of innocence: March 15, 1999 issue of New Thinking

March 15, 1999 New Thinking:
The end of innocence

Website content management

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March 15, 1999

The end of innocence

By Gerry McGovern

The Internet has lost its innocence according to Andrew O’Shaughnessy. Andrew is one of the unsung Internet pioneers. He runs ‘E-Search – Ireland’s Email Directory.’ (www.esearch.ie) Andrew loves the Internet because it is new, because it is exciting, because it is a challenge. Andrew has worked and lived with the Internet in a very intense way over the last number of years.

Andrew isn’t suffering from a sense of romantic loss. He is not longing for those good old Internet pioneering days. He is merely stating a few facts as he sees them. Andrew talks about how in the early days (a few years ago), people would send him email congratulating him on the wonderful website he had and maybe making an enthusiastic suggestion or two with regard to how the service could be improved, or gently pointing out a mistake.

Not anymore. If Andrew does get feedback these days, it has a sharper edge to it. People are no longer so congratulatory. They have no time for mistakes. They want things to work right first time.

Welcome to the real world. The average consumer couldn’t care less if the shop owner’s son broke his arm and therefore the shop will be closed for the afternoon. They won’t ring to say goodbye; they will just go to another shop.

It was great in the early days of the Web. Everybody was building something, trying out new things, experimenting. Users were enthusiastic and excited by the whole Internet thing. In fact, users were very often producers of their own websites. They were keen to share knowledge and to learn.

Not anymore. The Web has got real. The Web has gone mainstream. Real business is being done. Real transactions are occurring. Real consumers, wanting to consume, are out there. Most consumers have no interest in consuming enthusiasm and honest effort.

When the Web gets real, it gets a lot more complex and expensive. The store that never shuts better not have its server down. All the forms and programming better be working. All the information better be accurate.

There is still this lingering romanticism about the Web. Some still believe that it represents something different, that it is somehow going to change society in a positive manner. I believe that the Web does indeed empower the consumer and individual a lot more than many other environments do, but I am much less romantic about its revolutionary potential.

The age of innocence for the Web has reached twilight. The honeymoon is winding down and the suitcase is packed with reality. Those who take the Web seriously are investing heavily and those who think you can do it on the cheap are wondering where the sales are.

Running a successful Web operation that satisfies a truly demanding customer will become an increasingly exacting enterprise. Yes, we still have success stories of those who started in a bedroom or garage, but if you’re still in the garage at the end of 1999, then all you will have is a garage business.

A great American poet and musician, Gil Scott Heron, was once asked what he thought about the Sixties. “The Sixties are over,” was his reply. The Sixties – the age of innocence – for the Web is over. We need to accept this reality and move on.

Gerry McGovern

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Running a successful Web operation that satisfies a truly demanding customer will become an increasingly exacting enterprise.