Making the Web Work is one of the first books to discuss in detail the unique challenges and issues involved in designing Web-based applications and services. The book tackles this subject on three levels by describing a structured method for prioritizing and categorizing individual design decisions, by offering a detailed analysis of various design options, and by documenting established Web interface conventions. Individual chapters focus on conceptual modeling, task flow, information architecture, navigation, form design, online help, and visual design for Web applications. The book concludes with an in-depth analysis of two well-known consumer applications, Amazon.com and Ofoto.

"Applications are clearly at the heart of the future of web interaction. Bob has created a clear and compelling guide for the creation of web activities that successfully and realistically address people's needs and aspirations." --John Rheinfrank, CEO, seeSpace and Clinical Professor, Kellogg School of Management

"Although a corporation's web site can have a huge impact on their brand, image, and customer satisfaction, the unfortunate reality is that web design is not a well-understood discipline within corporate America. This book makes a compelling case for the importance of web design and provides a comprehensive framework and processes for creating web applications that are both useful and usable. Bob's real-life examples and humor make the book approachable and practical for all professionals involved in the creation of web applications." --Jennifer Bailey, Former SVP, Netscape Communications