Resolve the success criteria 
You ask the Manager what will make the site successful, and what he ll be happy with 
when the site is completed: 
 There are lots of companies that do mortgages, but our 
rates are lower than most everyone else's. Maybe the Web 
site should stress that. 
If it makes it easier for people to check our rates and do a 
mortgage application, I ll be pleased.   
You write down the audience, purpose, and success criteria for the site. You put these in a 
document and have the manager sign it. Then the Manager asks: 
 By the way, what s involved with building the Web site? How 
much will it cost?   
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