ABSTRACT
The first steps are collecting background information and information about the characteristics of the site to be evaluated through document
analysis, literature reviews, site mapping, and Webmaster questionnaires. To look at customer satisfaction, usability, and accessibility issues and conduct focus groups, more specialized skills and knowledge are required. Each of these methodologies is more labor-intensive than the more automated tasks, but each provides high quality information and the evaluator has considerable control over the type of information collected.
