Corporate website trend: From providing information to providing a service

Summary: Moving ‘from providing information to providing a service’ is the seventh corporate website trend we identified. This post is part of a series of blog posts in which we look at trends for corporate websites.

Most corporate websites provide large amounts of information. This used to be enough, but no longer. If you want to be useful and build trust that way you need to offer additional value through other services. Especially on a corporate site people are usually on a mission to accomplish a task. They rarely visit a corporate site to simply browse and enjoy some nice imagery.

Sometimes providing a service as an added value can seem counter-intuitive, as it initially may not support the organization’s objectives. However, one of the maxims in a connected world states: Provide more value than you can capture. The idea is that people will thank you for your services and talk about them / you in favorable ways, which again, in a connected world is critical.

I found a very interesting take on this trend implemented by BP. On their corporate website they provide an Energy Usage and Carbon Emission Calculator.

BP Energy usage and carbon emission calculator

BP Energy usage and carbon emission calculator

It’s a nifty tool that allows you to measure your energy consumption. It also uses some lightweight game mechanics, since you can compare your consumption against the average consumer. BP also offers you to send a reminder in the future to use the calculator again and track and compare your energy consumption. It’s a very easy way to stay in touch and on the minds of consumers. Last but not least, the BP Energy Lab provides tips for greener more sustainable living. Even though it is all tucked away in the Sustainability section of BP’s website, you have to applaud the company on thinking beyond providing information to now also providing a service. I think there are lots of opportunities for companies, even traditional B2B companies, that have not been explored yet.

Whilst not a corporate website per se, one highly interesting example I came across was a mobile app developed by a law firm specialized in car accidents.

My Lawyer Mobile App

My Lawyer Mobile App

Similar to other law firms, the company could have simply created a mobile app providing information and news about the firm. But they must have known that few people will actually download the app, as its use is very limited! Instead the firm thought beyond providing information to providing a service. The app helps people involved in an accident. It provides a checklist of what to do, provides the functionality to record conversations with police and the other party, draw a sketch of how the accident happened, record GPS location and many other things. All through this process, there is no value for the law firm. However, when the person involved in the accident has gathered all the information using the app, he can simply send it to the law firm. That is where the loop closes.

But there are other examples of how companies are moving from providing information to providing a service, which can also go beyond the corporate website. In the end, it’s not the channel that counts, but the wider mindshift that is involved and effects all parts of the business. Below are just two examples of companies that are also riding this trend.

BASF has a number of mobile apps. Below is a screenshot of an app that helps arable farmers and agronomists identifying diseases in cereals.

BASF - Mobile app helps to identify diseases

BASF – Mobile app helps to identify diseases

Unilever created a mobile app targeting students and recent graduates. The Unilever Career Sprinter app obviously provides career information about Unilever but also general job tips that could be useful for their target audience.

Unilever - Helping students and graduates with their career path

Unilever – Helping students and graduates with their career path

The app was last updated in November 2012, so I am not sure how successful it really was in the end. It might well be that it will get pulled from the App Store soon.

These are all first steps in moving towards providing services. In the future we might see new scenarios and functionality. Imagine a journalist looking for different views on a company story. Of course, the journalist can use all the different search engines and channels, but what if he could go to the corporate website and see the corporate communication and the non-corporate communication about the topic? Would it be helpful in that it would save him time and that it would provide the journalist with valuable context? It probably would. The same is true for investors that are looking at a company. Why not aggregate and provide information in an effective way about how the company is faring against the wider market or even competitors? The investor will find that information anyway, so why not help him accomplish his task faster?

Companies may not see an immediate ROI and thus refrain from this kind of strategy. But they should remember that we live in a networked world and things have changed. Business as usual is not an option anymore.


This blog post is part of a series of posts in which we delve into the trends for corporate website that we have identified. The series:

  1. From static to real-time information
  2. From text to active content
  3. From channel to canvas
  4. From desktop to mobile
  5. From single source of truth to the provider of different opinions
  6. From destination to platform
  7. From providing information to providing a service
  8. From company centric design to user centric design
  9. From single launch to continuous improvement

© Picture Credit: Wayne MacPhail

Active Content

Corporate website trend: From text to active content

Summary: Moving ‘from text to active content’ is the second corporate website trend we identified. This post is part of a series of blog posts in which we look at trends for corporate websites.

Most corporate websites do not lack content but often it is just text. In times when attention seems to be in short supply, this is not a great strategy to build transparency and trust among stakeholders. Moreover, users of corporate websites cannot always be put into one bucket. It used to be the case that journalists would go to the Media section, analysts and investors to the Investor Relations section and people related to sustainability to the Sustainability section. But these days investors or careers seekers might well be interested in sustainability issues. It is difficult for them though to digest a 200 page strong sustainability report. This might be useful for a small audience, but not to the majority of visitors.

Therefore, companies should review their content and identify opportunities to provide complex information and data in a more digestible way. Currently, the most common approach involves flat infographics. Below you see an example  from General Electric:

Women’s_Health___GE_Data_Visualization

But make sure to check out all the other visualizations including videos and interactive graphs on GE Blogs. They will give you a feel of how data can be presented in a very different way.

HP is another example of providing potentially difficult to understand information in a more digestible way using very simple graphs and figures.

HP

 

Last but not least I would like to show you an example from BP.

BP

After the disaster in the Gulf of Mexico BP have come under heavy criticism. The disaster did not only destroy parts of the Gulf but also BP’s reputation. It’s interesting to note that the company still has a link in the primary navigation, where readers can get information and updates regarding the recovery work of the company.  But our topic is on active content today, so I would like to draw your attention to BP’s data and mapping tools. Both tools, the HSE charting tool and the Sustainability mapping tool are interesting examples of providing data in a rich format. The HSE charting tool is certainly not meant for the average reader. Explanations are missing to make it meaningful to a wider audience. But the Sustainability mapping tool is easy to use and understand. Now it is up to the reader to deep dive into the content to his heart’s content.

Corporate websites usually don’t lack content. Quite the opposite actually. But too often information is meaningful only to a particular small audience like investors or CSR professionals. Extracting key messages and presenting content in more digestible ways using visualisation or manipulating graphs and data should be on companies’ agenda when considering a relaunch of their corporate websites. The more accessible content is for readers, the more it engages them and might even encourage them to share it with their networks.


This blog post is part of a series of posts in which we delve into the trends for corporate website that we have identified. The series:

  1. From static to real-time information
  2. From text to active content
  3. From channel to canvas
  4. From desktop to mobile
  5. From single source of truth to the provider of different opinions
  6. From destination to platform
  7. From providing information to providing a service
  8. From company centric design to user centric design
  9. From single launch to continuous improvement

© Picture Credit: Lauren Manning