BH. Most A/E firms have a website but few have a clear idea about how can it deliver business value.
HC. The first thing potential clients do is check out your website. So your site's number one job is to establish your credibility.
I don't believe any A/E firm has made a sale because of what someone saw on the website, but it has certainly started the sales process. It also plays a role confirming a decision the potential client already has in mind.
BH. Does the website replace or supplement the print brochure?
HC. The website has taken the place of the print brochure. When I started out in the A/E business, you had to have a brochure. It probably cost $25,000 to $50,000. The expense of a website is pretty much the same. Now firms have different sheets which they package depending on who they're sending to.
BH. What about doing brochures through the website?
HC. I look at a lot of A/E websites and I've only seen one case and I'm really impressed with their ability to do this. The firm is RTKL. Their website is a great model of how to convey useful information to prospective clients.
BH. What makes a good website for an A/E firm?
HC. A good website provides meaningful information. It positions the firm as an expert in the field and particular project type the prospect is interested in. The big mistake most firms make is talking far too much about themselves and their philosophy. Nobody cares about their philosophy! Think about the decision-maker who visits your website. He's asking: "Does this firm demonstrate an understanding of my business?"
BH. When you see, for example, several high-rise projects on an architect's site you feel a certain confidence. But pictures aren't enough to tell you "we understand your business." What else can they do?
HC. Good pictures are important. Clients want to see photos of completed projects, not renderings. Here's one thing A/E firms should be doing: Case Studies. From the architect's point of view, the project stops once the building is completed and occupied. But in the client's mind, the majority of the story is just beginning. Nobody's going back a year later, three years later, to ask: "How is it functioning?"
Another example: Engineers project energy savings and clients invest money expecting to recoup their investment over a certain period of time. Go back and ask "Did it meet our expectations? Did it exceed them?" I know a developer of an office tower whose savings far exceeded the estimates. There are stories to be told. We're not capturing or sharing those stories that are so meaningful to prospective clients.
BH. How many projects should an A/E firm show on their website? Firms in business for a long time may have, for example, 40 or 50 completed school projects. Do they show them all?
HC. Showing too much can hurt unless you don't have good images. I'd divide them into sub-categories by year completed, or region, or grade, or all of the above. Consider a "featured project" section to showcase your best projects. It's important to demonstrate depth of experience but not every project belongs in your portfolio. A list of completed projects can be a great supplement.
BH. What information about the staff and principals should A/E firms include?
HC. It comes back to offering information that establishes credibility. It's nice to have a photo. Visitors want to know where the principals went to school, their professional designations, awards, and the major projects they've headed. Employee info beyond the principal level can become a tool for recruiters so you have to be careful.
BH. How can your website address visitors in the research stage?
HC. Say someone comes to me with a request: "Herb, find 5 local architecture firms that have completed major university projects in the last 3 years." I'd research 10 -- 15 firms to come up with the list.
I need to be able to find the information quickly. Sites with simple navigation, clear project categories and succinct descriptions make my task easier. So many firms' sites are caught up with being clever at the expense of usability. If you think about a person needing to come up with a list of firms in two days, they don't have an hour to spend on each website.
BH. Many firms seen enamored of Flash. What is your opinion of Flash websites? Is it necessary for branding?
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