“The Web is about self-service. To achieve success in self-service you need to really understand how your visitors think and behave. If they are to serve themselves they must feel comfortable and confident. That requires getting to know their needs in a comprehensive manner. It requires an ongoing conversation with them.” (Gerry McGovern)

“Examines critically the origins and basis of ‘knowledge management’, its components and its development as a field of consultancy practice. Problems in the distinction between ‘knowledge’ and ‘information’ are explored, as well as Polanyi’s concept of ‘tacit knowing’. The concept is examined in the journal literature, the Web sites of consultancy companies, and in the presentation of business schools. The conclusion is reached that ‘knowledge management’ is an umbrella term for a variety of organizational activities, none of which are concerned with the management of knowledge. Those activities that are not concerned with the management of information are concerned with the management of work practices, in the expectation that changes in such areas as communication practice will enable information sharing.” (T.D. Wilson – Information Research 8.1)

“The essence of a website is self-service. There are three core things that self-service needs to get right: convenience, speed, and price. Convenience means task achievement with minimum effort. Speed means that you get in and out of a website as quickly as possible. People are cheap on the Web.” (Gerry McGovern)