CUSTOMER SUPPORT
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11 CONTINGENCY PLANNING
It??™s only a matter of time before something goes wrong on a corporate website. This is not
a hair-brained prediction made with a crystal ball, nor is it arbitrarily negative, glass-halfempty
portending. It??™s simply a fact. The Web is not built on a foolproof architecture??”
eventually, something will happen that is not supposed to.
While the Web has proven to scale well, from a few dozen domains and a couple hundred
pages (when the most popular website was for the film Batman Forever) to billions of pages
across millions of domains, human error has proven to scale with equal efficiency. Like a
vast living organism expanding at exponential speed, small pockets of cells fade away as
dozens of new ones rush to fill the void.
Incorrect internal and external links can lead to missing pages, deleted content can still
appear in search engine indexes, and coding errors can manifest in all the wrong places at
all the wrong times. Mix in the fact that individual websites continue to grow and the
problem only folds over several more times. The more people editing a site, the more content
that will be created; the more content that is touched by more people, the greater
the chance of holes appearing in the architecture.
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